Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Pavan Kumar N

Bangalore

Summary

Experienced professional with a successful track record as an Assistant Manager and a Duty Manager. Proven expertise in managing field operations, optimizing electric vehicle charging infrastructure, and ensuring seamless deployment and maintenance. Accomplished in leading cross-functional teams, driving operational efficiency, and enhancing customer satisfaction. Demonstrated strong organizational and leadership skills in overseeing daily operations, managing support cases, and implementing strategic plans. Adept at collaborating with diverse teams and aligning efforts with company objectives for success in dynamic and innovative industries.

Overview

6
6
years of professional experience

Work History

Duty Manager

VMware Software India PVT LTD
07.2022 - 11.2023
  • Led 4 teams which consist of 25 TSE's (Engineers), providing guidance and support to ensure seamless daily operations.
  • Act as the primary point of contact for customers and manage the entire lifecycle of support cases from initiation to resolution.
  • Ensure that cases are assigned to the appropriate support teams based on expertise and workload.
  • Facilitate communication between customers and technical support teams to gather information, provide updates, and ensure a clear understanding of the case status.
  • Collaborate with cross-functional teams, including engineering, product management, and sales, to resolve complex technical issues.
  • Advocate for customers within the company, ensuring their concerns are heard, and work to expedite issue resolution.
  • Provide proactive communication to customers regarding known issues, workarounds, and upcoming product updates.
  • Maintain accurate and detailed documentation of each support case, including customer interactions, troubleshooting steps, and resolutions.
  • Contribute to the knowledge base by documenting common issues and solutions.
  • Analyze and troubleshoot technical issues reported by customers, escalating to appropriate technical teams when necessary.
  • Monitor and evaluate customer satisfaction levels, seeking feedback on support experiences.
  • Generate and analyze reports on key performance indicators, including case resolution times, customer satisfaction scores, and case backlog.
  • Contribute to the training of new engineers by sharing insights and best practices.
  • Identify opportunities for process improvement within the support organization and collaborate with stakeholders to implement changes.
  • Stay informed about product updates and changes to provide accurate and up-to-date support.
  • Ensure compliance with service-level agreements (SLAs) and company policies.
  • Adhere to industry standards and best practices in customer support.
  • Create handoff reports and perform handoffs between regions to ensure business continuity.
  • Building and maintaining positive relationships with customers, team members, and global teams.

Assistant Manager

eChargeBays E-mobility PVT LTD
03.2020 - 06.2022
  • Handled responsibilities as Zonal manager for the south spread across 5 states (Andhra Pradesh, Karnataka, Kerala, Tamil Nadu, and Telangana)
  • Managed client accounts such as MG, Mercedes-Benz, Audi, TVS Motor Company, OLA Electric, etc.
  • Coordinated & Managed both B2B & B2C projects & its operations.
  • Oversee day-to-day field operations related to EV charging stations, ensuring seamless functionality and optimal performance.
  • Led and managed a team of field technicians, ensuring they were well-trained and equipped to handle various operational tasks for both Electric 2Wheeler & Electric 4Wheeler in multiple cities by traveling to each location as required.
  • Coordinate with technicians and field staff to execute maintenance, repairs, and installations of charging infrastructure.
  • Implement and enforce quality assurance standards for all field operations, including maintenance procedures and equipment installations.
  • Conduct regular inspections to ensure compliance with safety and performance standards.
  • Provide guidance and support to field technicians in diagnosing and resolving technical issues with charging stations promptly.
  • Manage relationships with external vendors and suppliers for field operation equipment and spare parts.
  • Analyze operational data, including usage patterns, downtime, and maintenance needs, to optimize charging station performance.
  • Stay informed about relevant regulations and standards in the e-mobility industry.
  • Ensure that all field operations comply with local regulations, safety standards, and environmental requirements.
  • Identify opportunities for process improvement in field operations and implement effective solutions.
  • Provide training to field staff on new technologies, safety protocols, and operational procedures.

Customer Support Representative

Lithi Ventures
12.2017 - 12.2019
  • Respond to customer inquiries via phone, email, chat, or other communication channels promptly and professionally.
  • Provide accurate and helpful information to customers regarding products, services, policies, and procedures.
  • Identify and troubleshoot customer issues, providing timely and effective solutions.
  • Maintain a comprehensive understanding of the company's products or services to assist customers effectively.
  • Ensure customer satisfaction by addressing concerns, resolving issues, and providing a positive customer experience.
  • Manage multiple customer interactions simultaneously while maintaining a high level of professionalism and attention to detail.
  • Provide feedback to relevant departments based on customer insights.
  • Anticipate potential issues and communicate proactively with customers to prevent escalations.

Education

Bachelor of Engineering - Information Science And Engineering

AMC Engineering College
07-2018

PUC (PCMC) -

Sheshadripuram Independent College
07-2014

SSLC -

Nehru Memorial School
04-2012

Skills

  • B2B & B2C Management
  • Training & On-boarding
  • Vendor & Client Management
  • Verbal and Written Communication
  • Operations Management
  • Financial Reporting
  • Inventory Management
  • Policy Implementation
  • Process Improvements
  • Shift Scheduling
  • Quality Assurance
  • Project Coordination
  • KPI Monitoring
  • MS Office suite
  • Contract Management
  • Logistics Management
  • Cross-Functional Collaboration
  • Team Building and Leadership
  • Decision-Making
  • Project Management
  • Customer Communications
  • Escalation Management
  • Organization and Time Management
  • Multitasking
  • Flexible and Adaptable

Websites

Languages

  • English
  • Kannada
  • Hindi

Timeline

Duty Manager

VMware Software India PVT LTD
07.2022 - 11.2023

Assistant Manager

eChargeBays E-mobility PVT LTD
03.2020 - 06.2022

Customer Support Representative

Lithi Ventures
12.2017 - 12.2019

Bachelor of Engineering - Information Science And Engineering

AMC Engineering College

PUC (PCMC) -

Sheshadripuram Independent College

SSLC -

Nehru Memorial School

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Pavan Kumar N