Prakash Aakula

To work in a challenging environment, utilize my skill and knowledge to the best of my abilities and contribute positively to the growth of the organization effectively

Results-driven professional prepared for responsibilities of Branch Service Manager role. Proven ability to manage branch operations and improve service quality while fostering collaborative team environment. Recognized for adaptability and dedication to achieving organizational goals. Skilled in customer service, operational management, and leadership.

• Reduced reminders from customers by less than 1 % in the span of 6 months
• The wrong practices have been reduced by more than 50% by reaching a greater number of trade partners and achieved ZERO defectives pending at dealer place
• Maintained billing hygiene at ASC by ensuring monthly payments for Out warranty parts and Accessories
• Achieved EWC and Accessories target more than 100% in every month by showing secondary scope in the market by tracking engineer level achievement by running incentive schemes to engineers
• All India No.1 ASC in evaluation and maintain position in top 10 list in many of the months after joining

• Turnaround Time-1 (TAT-1): From call receipt time to reach the site & attend.
• Turnaround Time-2 (TAT-2): Complaint receipt date to the complaint closure date.
• Customer Satisfaction Index: User feedback collection and improvements. NPS
• Dealer visits and feedback for measuring CSI, DVR Collection from Trade partners and Defective settlement and ensure Trade Satisfaction

• Warranty Adjudication and Ensuring Customer Satisfaction.
• Implementation of Service Programs & Campaigns.
• Training and Monitoring Franchisee, Field service staff, PL, OEM dealers & them Service staff and Distribution Centre personnel.
• Establish and monitor product performance.
• Maintenance and calibration of Testing Equipment of Service Centers and OEM dealers
• Collection of Information on Competitor Activities and reporting to Head Service.
• Managing service experience through call centre and taking post service follow-up
• Business partners, Key customers and influencers development.
• Service Support to PL (Private Label), OEMs and After Market.
• OEM dealer visits & collection of dealer's feedback.
• Efficient and effective complaint management, Demand Generation and new customer conversion.

• Team Management and encourage teams to perform better in all aspects
• To ensure that the ASCs are managed and enabled to deliver on all customer-related KPIs consistently.
• To ensure a healthy and profitable ongoing relationship with ASCs.
• To improve productivity continuously while balancing with quality.
• To ensure the quality of ASCs is up to the mark to provide delight to the customers.
• Take Measures to ensure that the ASCs conform to all laid down norms and requirements.
• Monitor KPI and SLAs that ASCs have to deliver on. Ensure long term problem solving / root cause wherever required.
• Monthly Forecast and Planning for manpower, Monitor Manpower availability as per plan.
• Ensure Manpower quality. Audit and training of Service Engineers on laid down parameters. Take Corrective action.
• ROE discussions with ASCs towards ensuring Accurate and Positive ROEs
• Ensure all necessary initiatives and actions which are being rolled out centrally are implemented with the concerned ASCs.
• Execute input provided by the central quality team to correct processes or any other areas at Customer Audits.
• Monthly key dealer and distributors visits and defectives reconciliation at dealer please on regular basis and collecting appreciations from dealers to ensure trade satisfaction
• NPS education to ASC and track at engineer level and collecting social media appreciations from customers
• Execute billing plan for accessories as per call load and ensure secondary collection from the market by creating competition between ASCs and Service Engineers to get better results.

Team Sports, Running, Chess, Travel, Reading