Rachana Rawat

To be a professional Electronics Engineer who can tackle the challenging responsibilities associated with this career. Because of my hard work & dedication, I want to contribute a new horizon in India & ready to face the challenges, as I am dynamic enough to adapt to the advancements and developments.

• Vocational training of Four Weeks at NOKIA SC, DELHI.
• Vocational training for Two Weeks at BEL, Kotdwara.

• Responsible for managing staff performance and monitoring the efficiency of service operations to provide the highest Customer satisfaction according to business requirements.
• Providing Technical Support to Authorized service center staff for Smartphones and IOT products.
• Major Responsibility is to oversee the activities of our Team.
• Supports to provide a Good Customer Satisfaction level.
• Dealing with customers and resolving customer issues on priority to avoid escalations.
• Maintains Customer relationships to promote business.
• Fulfil daily service repair needs and order required spares from Central WH.
• Understanding of (ASC) Authorized Service Centre functions & processes and team management.
• End to End follow-up on (WIP) pending tasks.
• Driving the team to achieve the TAT.
• Expertise in Fault findings and Troubleshooting.
• Fulfil daily service repair needs and drive customer satisfaction.
• Provides a detailed summary of the Service manual and advisories to the entire team.
• Provides training to the entire team for newly launched products or services.
• Technical and detail focused.
• Understanding of Exclusive Customer Service Center.
• Authorized Repairs carried as per the SOPs.
• Control over Repeat returns and material usage per call.
• Daily ASC operations and coordinating center activities through assigned staff.
• Solid understanding of ASP rules and regulations. Ability to control Front desk operations and Backend Repair area process fully without any hassle.
• Handling Pickup and Drop Service for the Customer Service center.
• Invoice & Billing Management.
• Excellent written and verbal communication skills.
• Take care of the escalations and resolve them with RCA & analytic skills.
• Attending the Con-Call meetings with all Centre Heads.
• Take care of auditing with auditors for the entire stock & handsets.
• Effectively and efficiently resolve client queries and complaints within specified TAT.

• Testing, troubleshooting, and repairing.
• Final test of Product.
• Development of internal technical specifications and guideline
• Support root cause analysis of field failures.
• To Make the test and repair process.
• Work on the Functional testing stage.
• Expertise in soldering & de-soldering all types of electronic components.
• Also aware about E.S.D. Compliance & strict follow on the shop floor.

• Work In Realme Project
• Handling the entire North and South end to end operation as an Area service manager.
• Monitoring service KPIs and strategic planning for continual improvement.
• Expertise in handling day-to-day escalation and quality in coordination with internal and external departments for smooth business.
• Manage All KPI's from brand and achieve them consistently.
• Conducted regular performance reviews to assess individual team member progress.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
• Analyzed data from various sources to identify areas of improvement in the department's operations
• Resolved customer complaints in an effective manner while maintaining a high level of customer service.
• Maintained positive working relationship with fellow staff and management
• RCA analysis on penalties of PAN India and shared with brand every month.
• Reviews customer service reports Weekly/monthly, completes appropriate analysis of issues, and works to quickly identify trends or issues within area of responsibility