Sandeep Kumar
New Delhi
Summary
Over 14 years of rich experience in After Sales Service Portfolio Presently working with Groupe SEB India, as an Asst. General Manager Customer Service Strong background in Home and Electrical Appliances Service Industry Having expertise in Project Management, System Automation Adroit in managing successful customer field service operations including CRM & Call Centre After Sales Service Cost management to ensure maximum output within established budget Monitor / Control Deviations & action Establishment of Service Franchisee and Management of After sales service in the entire Zone including Trade Partners Managing all customer complaint for the products Organize and provide product training to service center, engineers, and customers Strong ability of working with any kind of environment Managing the complete Customer complaint base & Customer/Dealer satisfaction index Control and monitor spare parts inventory in stores to avoid spare parts shortage in the service centre, on time delivery of spare parts from factories and over stocking Having expertise in Product Management, Franchisee Network, Inventory & Stocking-Service Centre, Product Training, CRM & Call Centre, Product/Soft Skills Training & NPS/TAT Possess a flexible & detail-oriented attitude Adaptable Assistant General Manager with solid knowledge of recruiting and evaluation techniques, customer service principles and financial management concepts. Collaborative team player bringing 15 years of comprehensive experience completing managerial and administrative tasks to keep company running smoothly. Commended for outstanding staff performance to boost company morale and productivity.
Overview
15
15
years of professional experience
Work History
Assistant General Manager, Customer Service
Groupe SEB India Private Limited
Gurugram, Haryana
2023.07 - Current
- Ensured that customer service standards were met or exceeded at all times.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Identified opportunities for cost savings and operational efficiency improvements.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Collaborated with other departments within the organization to coordinate projects.
- Motivated and led team members to work together to achieve targets.
- Enhanced team engagement and performance with daily updates and informational meetings.
- Identified customer needs and delivered relevant product solutions and promotions.
Senior Customer Service Manager
Groupe SEB India Private Limited
Gurugram, Haryana
2018.10 - 2023.06
- Resolved escalated customer complaints in a timely manner.
- Conducted regular performance reviews for customer service team members.
- Created strategies to improve customer satisfaction scores.
- Monitored customer feedback data and identified areas of improvement.
- Maintained up-to-date knowledge of product changes and updates.
- Analyzed trends in customer inquiries and developed solutions accordingly.
- Generated reports on customer service metrics such as response times and quality ratings.
Customer Service Manager
Groupe SEB India Private Limited
Gurugram, Haryana
2016.10 - 2018.09
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
Customer Service Team Lead
Usha International Limited
Gurugram, Haryana
2011.06 - 2014.07
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Developed strategies for improving customer satisfaction levels through process improvement initiatives.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Created reports outlining customer service metrics such as response times, resolution rates, and first-contact resolutions.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
- Analyzed customer feedback data to determine areas of opportunity or needed improvements in services offered.
- Implemented new systems and technologies designed to improve efficiency and accuracy.
- Managed daily operations of the team including scheduling shifts, assigning tasks.
- Responded quickly and professionally to any incoming emails from customers seeking assistance.
- Implemented company processes to effectively resolve customer service issues.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Provided daily direction to call center associates.
- Motivated teams by recognizing and rewarding excellence.
- Delegated work to staff, setting priorities and goals.
- Managed [number] employees.
Team Leader
LG Electronics (Serco)
Gurugram, Haryana
2009.08 - 2011.06
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- 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.
- Collaborated with other departments to ensure alignment of goals across teams.
- Facilitated communication between cross-functional teams within the organization.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned projects and distributed tasks to team members as per area of expertise.
Deputy Manager
Groupe SEB India Private Limited
Gurugram, Haryana
2015.10 - 2016.09
- Monitored daily operations and ensured compliance with company policies and regulations.
- Developed and implemented new procedures to improve efficiency of the organization.
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
- Coordinated with other departments to ensure smooth functioning of activities.
- Assisted in recruitment, selection, training, and development of employees.
Branch Service Manager
Groupe SEB India Private Limited
Ranchi, Jharkhand
2014.07 - 2015.09
- Developed and implemented customer service policies and procedures to ensure maximum customer satisfaction.
- Provided effective coaching, training, and mentoring to branch staff in order to increase sales performance.
- Conducted regular meetings with team members to review performance objectives, discuss challenges, and provide feedback.
- Reviewed daily activity reports from branch employees to ensure compliance with banking regulations and procedures.
- Monitored daily operations for efficiency and accuracy of transactions.
Education
MBA - Operations Management
Institute of Management Technology
Ghaziabad, U.P2014-06
Bachelor of Arts - Arts
University of Delhi
New Delhi2010-06
12th - Science Education
Senior Secondary
Patna, Bihar2005-04
10th Board -
Secondary
Patna, Bihar2003-04
Skills
- Operations Management
- Service Performance Management
- Team Management
- Customer Satisfaction
- Service Quality Improvement
- Efficiency Improvement
- Field Services Operations
- Network Management
- Authorized Service Centre Management
- MSL Planning
- Complaint Management
- Call Centre Operations
- CRM Operations
- Process Automation
- Project Management
- Product Quality Analysis
- Revenue Management
- Team leadership strength
- Employee Relations
- Training and development skill
- Business operations knowledge
- Process Improvements
- Inventory Control
- Budgeting and cost control
- Operations Oversight
- Customer Relationship Management (CRM)
- Vendor Relationship Management
- Data Management
- Customer Service Management
Educational Credentials
- MBA (Operation/International Business) from IMT Ghaziabad (2014)
- Bachelor's in arts from Delhi University
- 2 (/12th) Science from BIEC, Patna
- 10th from BSEB, Patna
Personal Information
- Passport Number: T1506404
- Father's Name: Shri Jasdeo Singh
- Date of Birth: 10/08/88
Languages
- English
- Hindi
- Bhojpuri
Disclaimer
I do hereby declare that all the statements given are true to the best of my knowledge & belief.
Accomplishments
- Extra Mile Award
- Best in CRM Management
- Best in Contact Centre Management
- Awarded for successfully Project delivery
Timeline
Assistant General Manager, Customer Service
Groupe SEB India Private Limited
2023.07 - Current
Senior Customer Service Manager
Groupe SEB India Private Limited
2018.10 - 2023.06
Customer Service Manager
Groupe SEB India Private Limited
2016.10 - 2018.09
Deputy Manager
Groupe SEB India Private Limited
2015.10 - 2016.09
Branch Service Manager
Groupe SEB India Private Limited
2014.07 - 2015.09
Customer Service Team Lead
Usha International Limited
2011.06 - 2014.07
Team Leader
LG Electronics (Serco)
2009.08 - 2011.06
MBA - Operations Management
Institute of Management Technology
Bachelor of Arts - Arts
University of Delhi
12th - Science Education
Senior Secondary
10th Board -
Secondary
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