C,C
Roshan Babu K
Senior Manager
Chennai
Summary
Versatile Senior Manager specializing in Sales & Service and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Senior Manager
Inspirisys Solutions Ltd
Chennai
02.2016 - Current
- Developed and implemented new systems to improve organizational efficiency and productivity.
- Increased profits by 16% through New business and Cost Savings.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Recommended and implemented successful strategies to maximize revenue.
- Supervised geographically strategic sales and marketing teams to leverage resources for optimized productivity.
- Boosted market share by establishing Sales and Service Distribution channels, developing new products and solidifying partnerships.
- Built relationships with customers and community to establish long-term business growth.
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve results.
- Understood and capitalized on industry trends to shape and enhance value-added solutions and strategies for new market developments.
- Reduced customer service complaints 22% by designing new methods of resolution.
- Delivered services to customer as per SLAs
Service Assurance Manager
Reliance Communications
Chennai
10.2015 - 02.2016
- Carried out day-to-day duties accurately and efficiently.
- Handled B2B Customers queries and concerns.
- Worked with customers to understand needs and provide excellent service.
- Exceeded goals through effective task prioritization and great work ethic.
- Responsibly executing the task of interacting and coordinating with NOC Team, FA Team Service Delivery Managers, ICO Heads all over India, A/C. Managers for issues pertaining to MPLS VPN, DIA, VLL, WDVPN, PRI & Centrex products.
- Rapidly identify root cause of customer complaints and implementing the corrective measures for permanent fix.
- Total view of customer experience through real-time monitoring.
- Monitor and report performance on a service or customer (enterprise) basis.
- Periodical Tech Check with Enterprise business clients. Presentation on the downfall and achievements.
- A technically proficient individual managing the back office operations to maintain a set level of MACD, Billing TT & Fault TT SLA Compliance, Repeat TT analysis and redresses, Second Level Desk TAT & FTR%.
- Helping the FO, BO & circle team to resolve the queries & complaints of the customer in the given SLA and Maintaining daily MIS reports, Escalation Report of ClariFy & ClariTy (front-end & backend tools).
- Dealing with management from Operations, with respect to reports and data that have to match with the given specifications, adhering to Quality procedure, meeting the specified requirements at all stages in the process.
- Ensure technical solutions are designed for performance, reliability, scalability, maintainability, supportability, business continuity, and business agility while leveraging industry’s best practices.
Regional Manager (South)
Panasonic India Pvt Ltd
Chennai
07.2011 - 09.2015
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked with customers to understand needs and provide excellent service.
- Managing 90+ Service Centre across South region which includes Tamil Nadu, Karnataka Kerala, AP & Telangana.
- Monitoring and achieving the SLAs set. (TAT, RRR,…)
- Validating Service and Warranty cost of South region.
- Managing performance and monitoring day to day activities of the service engineers and Branch service in charges.
- Coordinating with Technical managers for upgrading the engineer’s competency.
- Service center Audit on checking compliance adherence.
- Building Service Sales Distribution Channel
- Manage customer escalations within South region.
- Maintain warranty and operational expenses within budget (BP)
- Spare parts planning at service center thru Minimum stock level.
- Constant Interaction with the B2B and B2C customers to get necessary inputs on the Services
Operations Manager
MRL Posnet Pvt Ltd
Chennai
06.2009 - 06.2011
- Prepared annual budgets with controls to prevent overages.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reviewed operations reports to understand numbers and trends.
- Performed Audits and achieved audit scores to passing levels within three months.
- Reduced service complaints by 35% while maintaining service levels at 99.9%
- Streamlined departmental problem-solving process by collaborating with other divisions to correct upstream/downstream distribution center issues.
Area Service Manager for HHP (ASM)
Samsung India Electronics
Chennai
02.2009 - 06.2009
- Used coordination and planning skills to achieve results according to schedule.
- Managed team of Partners, overseeing hiring, training and professional growth of business.
- Maintained excellent attendance record, consistently arriving to work on time.
- Ensuring the assigned KPI (Key Performance Index like TAT, RRR, LTR) was met by all the ASC at any point of time.
- Organizing the technical training to the ASC engineers for the newly launched models of Samsung, Addressing all the field related issues and building a good relationship with Dealer/ Distributors by visiting them periodically.
- Significantly increased service level from 80% to 95% standard
Executive - Field Service
TVS Electronics Ltd
Chennai
01.2004 - 02.2009
- Prepared and drafted new policies to benefit company in meeting objectives.
- Established and implemented departmental policies, goals and objectives.
- Introduced new methods, practices and systems to reduce turnaround time.
- Located bottlenecks to streamline existing processes.
- Responsible for 44 service centers (all over Tamil Nadu) complaints/walk-ins, payment issues, manpower and service performance.
- Monitored a high volume of network-generated alarm tickets and customer support calls, schedule/dispatch technicians, procure replacement/repair parts, and supervise open support tickets to ensure timely completion
- Chip level servicing the field return TVSE UPS (Line interactive and online type) and printers (DMP). Plan and Achieve the Daily/Weekly/Monthly Productivity Targets and TAT Targets. Inventory Management, Updating of all VCS and Inspecting work areas as per 5S standards, monitoring the quality check on finished products & DOA inspection.
- ARC award winner for my best tech support and maintaining 100% OTFT on service pending calls
- Completion of 1.75lac up gradation on Haier handsets within the estimated period with less manpower and infrastructure.
- Completion of 13,039 Sungil Handsets repair activities for TATA.
- Award winner for highest EDC machine service.
- Award winner for identifying and moving the non accountable Telecom stock worth of Rs.50,000 to our H.O.
- Design of RFI PCB in UPS test jigs and fixtures for stimulating field failure
- Saved the Annual Spares Indent for the Company of worth Rs 1 lac by attaining six sigma project.
- Award winner for controlling the major problem occurred in ups at Field
Education
Diploma - Electrical And Electronics
CPAT-TVS
Chennai 07.1998 - 08.2001
Skills
Business Development
Business administration
Budgeting
Warehousing functions
Documentation and reporting
Logistics operations management
Order management
Operations
Product and service sales
Microsoft Office Suite
Channel growth tracking
Customer service support
Staff Management
Accomplishments
- Consistent Performer in achieving Business Revenue in line with Company's goals
- Achieved SLAs in terms of Customer (NPS) & OEM Satisfactions
- Supervised team of 132 staff members across the Country
- Collaborated with teams in the development of new Projects.
Software
Vb Script
Java
MS Office
VB Macros
Timeline
Senior Manager
Inspirisys Solutions Ltd
02.2016 - Current
Service Assurance Manager
Reliance Communications
10.2015 - 02.2016
Regional Manager (South)
Panasonic India Pvt Ltd
07.2011 - 09.2015
Operations Manager
MRL Posnet Pvt Ltd
06.2009 - 06.2011
Area Service Manager for HHP (ASM)
Samsung India Electronics
02.2009 - 06.2009
Executive - Field Service
TVS Electronics Ltd
01.2004 - 02.2009
Diploma - Electrical And Electronics
CPAT-TVS
07.1998 - 08.2001