RAVI KUMAR JAISWAL
Mumbai
Summary
Highly skilled and Apple-certified Service Management professional with extensive experience in the consumer electronics and IT service industry. Proven ability to lead high-performing teams, optimizing operational workflows, and consistently achieving targets. Seeking to leverage extensive expertise in technical support and service management to drive organizational growth.
Overview
16
16
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Service Manager
Unicorn Info Solutions Pvt Ltd
07.2021 - Current
- Direct daily service operations, coordinating workloads for team resource allocation and throughput.
- Lead and motivate the team to consistently achieve high star targets.
- Spearhead the recruitment, onboarding, and mentoring of junior staff for continuous improvement.
- Facilitate weekly performance reviews and team meetings for strategic target alignment.
- Manage consignment inventory, reporting, and high-level escalations for customer satisfaction.
- Oversee repairs, call approvals, and complex troubleshooting for product suite.
Senior Service Engineer
Unicorn Info Solutions Pvt Ltd
07.2019 - 07.2021
- Responsible for interaction with customers for various services.
- Carrying out troubleshooting activities, repairs and services on products.
- Work closely with implementation managers and customers to ensure successful service delivery.
- Communicating courteously with customers by telephone, email, and face-to-face.
- Investigating and Solving customer's problem, which may be complex or long-standing.
Backend Service Engineer
Unicorn Info Solutions Pvt Ltd
08.2017 - 06.2019
- Work closely with implementation managers and customers to ensure successful service delivery.
- Handling customer complaints or any major incidents, such as hardware failures.
- Troubleshoot issues reported by clients.
- Maintaining customer database & even assisting sales team to generate lucrative leads.
- Device hardware installation and inspection.
- Responsible for interaction with customers for various services.
- Carrying out troubleshooting activities, repairs and services on products.
- Maintaining, analysing and updating database on regular basis.
Customer Service Engineer
Unicorn Info Solutions Pvt Ltd
06.2012 - 07.2017
- Executed technical repairs and hardware inspections for the product suite.
- Acted as a bridge between implementation managers and customers for service delivery.
- Managed customer databases and collaborated with sales team to generate lucrative leads.
- Resolved complex hardware and software incidents, maintaining monthly sales and service goals.
- Utilized CRM software for meticulous tracking of service history and follow-ups.
Customer Support Executive
E-world Tech
02.2010 - 04.2012
- Provided front-line technical support and information regarding services.
- Managed customer grievances and resolved technical complaints.
Education
Diploma - Computer Hardware and Networking
A-SET Training
DelhiBachelor of Arts - undefined
Faizabad University
Senior Secondary & High Secondary - Science
UP Board
Skills
Team Leadership
KPI Monitoring
Resource Allocation
Performance Reporting
Apple Ecosystem (iOS/macOS)
Hardware Troubleshooting
Certification
ACiT: Apple Certified iOS Technician
PERSONAL INFORMATION
Date of birth: 07/20/91
Timeline
Service Manager
Unicorn Info Solutions Pvt Ltd
07.2021 - Current
Senior Service Engineer
Unicorn Info Solutions Pvt Ltd
07.2019 - 07.2021
Backend Service Engineer
Unicorn Info Solutions Pvt Ltd
08.2017 - 06.2019
Customer Service Engineer
Unicorn Info Solutions Pvt Ltd
06.2012 - 07.2017
Customer Support Executive
E-world Tech
02.2010 - 04.2012
Bachelor of Arts - undefined
Faizabad University
Senior Secondary & High Secondary - Science
UP Board
Diploma - Computer Hardware and Networking
A-SET Training