Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Pankaj Kumar

Pankaj Kumar

Ghaziabad

Summary

Flexible hard worker ready to learn and contribute to team success. Goal-driven Service Manager offering over 21 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

Overview

19
19
years of professional experience

Work History

Production and Service Manager

Jlnphenix Energy Pvt. ltd.
Noida
01.2019 - Current
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Hired and trained service department staff to drive performance.
  • Motivated and supported employees to maintain low turnover.
  • Monitored employee performance through key metrics analysis.
  • Guided department employees on changes from management.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.

Service Technician, Production Manager

IGR Phenix energy Pvt. Ltd.
Noinda Sec 82
05.2016 - 10.2018
  • Communicated with clients for outstanding customer service and to increase repeat business.
  • Trained new team members on service processes to increase productivity.
  • Traveled to customer locations to complete work for pre-set appointments.
  • Conducted service appointments to diagnose and fix problems.
  • Set up and operated mechanical and manual tools and equipment.
  • Implemented troubleshooting tactics to identify causes of poor machine performance.
  • Examined previously completed work for accuracy.
  • Coordinated production requirements with material handling and staffing functions.
  • Managed materials to meet production goals and specific customer demands.

Service Center Manager

Haicheing Vivo mobile Pvt. Ltd.
Delhi NCR
09.2013 - 02.2016
  • Managed scheduling, monitoring performance and creating daily reports.
  • Drafted and monitored employee contracts.
  • Answered phone calls and responded to questions and concerns.
  • Streamlined operations processed to reduce labor costs .
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Technical Support Engineer

FASTRACK COMMUNICATIONS PVT. LTD.
Sector-2 Noida
05.2011 - 08.2013
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Collaborated with teams to solve technical customer problems across product suites.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Updated software versions with patches and new installations to close security loopholes and protect users.

TL & Sr. Engineer

PACETEL COMMUNICATIONS Pvt. Ltd.
Sector-58
03.2007 - 08.2011
  • Prepared and maintained personnel reports and records for officials and agencies.
  • Determined allocations of funds for staff, equipment and authorized purchases.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provide the hardware & software support to all team of 15 Service Engineers.
  • Analyze the BER handset.
  • IQC test of all models.
  • Check the newly launch model & make the prelim test report.

Service Supervisor

METATECH INFOTECH (P) LTD.,
Ghaziabad
05.2004 - 03.2007
  • Supervised team of 25 employees and delegated duties and responsibilities to each member.
  • Delivered exceptional customer service and handled inquiries and complaints.
  • Addressed areas that needed improvement and observed team's performance.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Education

High School Diploma -

Ingraham Higher Secondary School Ghaziabad
Ghaziabad
04.2001

Skills

  • Project Planning
  • Performance Evaluations
  • Staff Supervision
  • Inventory Management
  • Employee Training and Development
  • Multitasking and Organization
  • Customer Service
  • New Employee Hiring
  • Customer service and support

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Production and Service Manager

Jlnphenix Energy Pvt. ltd.
01.2019 - Current

Service Technician, Production Manager

IGR Phenix energy Pvt. Ltd.
05.2016 - 10.2018

Service Center Manager

Haicheing Vivo mobile Pvt. Ltd.
09.2013 - 02.2016

Technical Support Engineer

FASTRACK COMMUNICATIONS PVT. LTD.
05.2011 - 08.2013

TL & Sr. Engineer

PACETEL COMMUNICATIONS Pvt. Ltd.
03.2007 - 08.2011

Service Supervisor

METATECH INFOTECH (P) LTD.,
05.2004 - 03.2007

High School Diploma -

Ingraham Higher Secondary School Ghaziabad

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