Pankaj Vishwakarma

Field operation Excellence

• SR Adherence within TAT with quality of resolution. JC wise tracking and monitoring of field SR related to field repair and device replacement.
• Prioritize resolution of high ageing SR's and fix the cause of SLA (Service level Agreement) breach to reduce pendency and SLA compliance and closure.
• Reduction of repeat complaints collaborate with respective stake holder and prepare action plan to reduce the repeat, RCA to be discussed and implemented of network related complaints by proper resolution in coordination with cross functional team.

New Customer experience & Process Excellence

• Enhancing customer experience, ensure quality installation with proper demo on service & usage.
• With an objective to provide Seamless usage experience to our customer, leg wise reason analyzes of Overall complaints to understand the root cause and take corrective action in coordination with NHQ, Field & Cross function team to reduce it proactively

Usage & Service continuity

• Customers who are raising service cancellation request, understand their grievances, reason of leaving our network, retain them by providing satisfactory resolution.

Net Promoter Score

• To measure quality of services provided by us, we request all customers to give us more feedback after completion of each service request logged by them, with this practise and collecting more responses.

Appointment management & Quality resolution

• Maintain the installation and service request TAT of 19 JCs (Jio Center) in entire state with the help of 25 HCMS
• Ensure engineer should reach on appointment time at customer premises by proper roster and territory mapping.
• Ensure 100% Installation & SR WO to be crossed check by utilizing RTS (Real Time supervision) tool.
• Doing inter function liasioning to clear all hold Wos.

Material Management

• Sufficient material & toolkit availability in newly launched JCs before 7 days of operation
• Plan availability of materials in line with sales plan.
• All unused devices, consumables & accessories to be accounted in JC SCM.
• Align SCM, finance, SLP & other cross functions to recover the material from inactive Engineer

Manpower Management

• Ensure trained bench strength pool available to meet hiring requirements.
• Develop inter team bonding to reduce the attrition of Manpower.
• Monitor JFE productivity on daily basis and ensure none of the JFE will be in ZERO Productivity bucket.
• Review resigned & Absconding manpower count and all to be remove from system within 48Hrs.

Customer Service Operation

• Customer call resolution as per defined SLA.
• Conduct scheduled/ surprise audit, report observation and take corrective action for process adherence - gaps at service center and CFA
• Maintain MSL of spare parts at ASC for all line of products (AC, TV & Handsets)

Partner Life Cycle Management:

• Effective service partner appointment as per the plan for Business Unit
• Resolve service partner issues related to spare availability & claim settlement etc.
• Implement service partner engagement program.
• Ensure product knowledge/ repair skill improvement for service partner technician.
• Smooth separation of Service Partner with no issue.
• Smooth recovery process of DOA, defective PCBA, and defective parts from Service Partner
• Spare part reconciliation every quarter at ASC for all line of products

Micromax Gear (Accessories) Sales planning:

• Promote Gear sale via Auth Service Partners
• Engage Trade/Retail counters far Accessories sale.

• Maintain the installation and service request TAT of SF and SSD in 02 districts with the help of 7 partners
• Responsible for maintaining swap and all necessary CPE at SF and SSD end.
• Managing the health of SF/SSD, including branding, upkeep, and product information Updation, ensuring regular training for SF/SSD Engineers
• Conduct internal audits to ensure quality acquisitions and compliance adherence, implement corrective measures for enhancing customer experience.
• Coordinate with the area sales executive/sales head to improve the service deliverables.
• Act as Pivot between dealers & SF/SSD to ensure the trade satisfaction.
• Ensuring ROI levels of SF/SSD by using a variety of tools/methods (e.g Sale of Recharge Vouchers & DTH Kit, CPE Recovery, LDP, ARP etc.).
• Controlling pre & post churn, managing recharges for accounts which are not recharged there accounts after 30 days of suspension
• Handles the profile of B2B / MDU Spoke for Bihar and also effectively handling corporate accounts in Bihar and in Patna, all the big brand hotels & Institutions are using airtel DTH connections like NTPC-Barh, Maurya, Gargee Grand, PANACHE, Ambassador, ALKAJAR'S IN, RMRI Hospital, Indian Oil, Ara Garden since last 3 years.

• Coordinate and manage the 4 DCCs and 19 NDCCs in Varanasi, Gorakhpur & Allahabad territory and its surrounding districts.
• Appointment of DCC/NDCC/SF in the assigned area and trained them about DTH installation & service.
• Maintain the installation and service request TAT of DCC and NDCC in all 22 districts.
• Coordinate with the area sales executive/cluster sales manager to improve the service deliverables.
• Act as Pivot between dealers & distributor.
• Responsible for both technical & operational critical complaints and give the better resolution to customer and reduces the repeated complaints.
• Do the customer audits & dealer visit in field and monitoring defects & take market Feedback and give it to the concern person and take corrective actions.
• Responsible to organize the technical training to newly appointed engineers and free lancers in whole UP (E).

• Coordinate and Manage the ISPs and SSDs in Agra cluster (Agra, Mathura, Etawah, Firozabad, Sikohabad, Kosi kalan).
• Maintain the installation and service request TAT of ISP and SSD.
• Responsible for both technical & operational Critical Complaints and give the better resolution to the customer
• Responsible for cluster MIS and maintain MSL at ISP and SSD end.
• Responsible for revenue and retention program.
• Do the customer audits in field and monitoring defects & feedback it to the concern person.
• Give the training to new engineers by the OJT (on job training) program.
• Organize the different motivational program for the engineers.

Expert: -

• Understand technical symptoms for problem which was given by customer and make them satisfied.
• Having a good knowledge in satellite communication and offset antenna’s installation & its alignment.
• I have a practical experience in MDU (Multi dwelling unit) infrastructure building, SDU (single dwelling unit) and its technical parameters like signal strength, MER, BER, & FEC
• As a trainer trained 40 engineers in Tata Sky Ltd