SANDEEP RATHORE
New Delhi
Summary
Highly skilled in managing customer service issues, driving revenue growth, and ensuring customer satisfaction. Proficient in developing strategic service plans and improving operations to reduce costs. Track record of successfully expanding and retaining diverse customer bases. Expertise in capturing customer feedback and identifying areas for service performance improvement. Enterprising and dynamic with strong planning, analytical, and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Senior Manager
Samsung India Electronics Limited
Gurgaon
08.2013 - Current
- Supporting Customer Service Delivery Function for 2000 PAN India Service Centres (of Mobiles, Home Appliances, Consumer Electronics, Airconditioning (RAC & CAC), IT Products and Health & Medical Equipment), as part of the team of 12 members
- Developing & implementing customer oriented services plans, policies & SOPs for accomplishment of business goals
- Directing workshop and field service operations including resource planning & management and support for equipment troubleshooting, deployment, installation, commissioning & servicing
- Maintaining the highest level of customer satisfaction and highest quality of service operations through regular field visits & service center audits
- Performing analysis of service partners’ KPIs (such as Happy Call Satisfaction Score, C-RRR, C- TAT, RC Calls, Used Parts Collection, Warranty Data, Part Consumption, Product Return Ratio & VOC) and delivering whistle blow report to the management
- Ensuring timely procurement of spares, raising purchase requisitions & indents and maintaining optimum inventory level
- Optimizing optimum stock level of spare parts and controlling inventory; emphasizing on critical supplies, regular monitoring on obsolete & non-moving items
- Facilitating business growth by promoting innovative service product offerings to customers; building strategies for achieving revenue target and for expansion of business to unexplored markets
- Delivering trainings & creating educational bulletins for grooming service partners & field team to help them deliver better service experience to the customers.
Deputy Manager
Videocon Group
Karnal
06.2012 - 01.2013
- Played a pivotal role in maintaining TAT & service SLAs for HA, CE & SHA products at ASC/SSDs at branch level
- Consistently achieved set branch business target through AMC Collection, Spare Billing and SVC Charges (DSC), supported by Branch Service Team of 4 Area In-charges, Branch Accountant, Spare Warehouse (4 Team Members) & DSC Team (15 Team Members)
- Successfully managed DSC (Direct Service Center) operations at branch level; monitored MSL at Branch warehouses
- Monitoring & reviewed: Service parameters such as DSR, RTAT, Part Consumptions, AMC Billings and Spare Part Billings, Part Consumption
- Branch Part pending calls, high aging calls and CDRF cases
- Field Failure reports in coordination with R&D; updated field issues on Service Portal “WEBCMS”
- Kept Trade Defective under control through timely implementation of Company Trade Policy
- Maintained highest standards of product quality through timely feedback to the Product Quality Department
- Motivated team members through Employee Welfare Events such as monthly branch review & family parties
- Delivered: Trainings on Operations & Soft Skills
- Open Mind workshop at branch level for improvement in branch as well as individual team member performance.
Assistant Manager
LG Electronics (India) Pvt. Ltd.
Greater NOIDA & New Delhi
01.2010 - 06.2012
- Maintained optimum levels of service delivery for Aircon at ASC, ASP and SSDs
- Managed appointment of new ASC/ASPs and setting-up of related processes
- Tracked service parameters such as RTAT, Fill Ratio, Part Consumptions, AMC Billings and Spare Part Billings
- Updated PAN India field issues on Service Portal and GERP
- Administered 24
- 7 operations of the Call Center; followed-up promptly with branches for resolution of escalated calls
- Arranged spares from local factory & overseas factories; shared details of E&O parts with branches
- Consistently maintained MSL (Minimum Spare Level) at all branch warehouses
- Promptly resolved operating issues of GSFS (Global Service Front System) & GERP
- Controlled FFR by conducting audit on calls punched by SSD/ASP in System.
Senior Service Executive
Blue Star Limited
New Delhi & NCR
01.2009 - 12.2009
- Consistently maintained the service delivery parameters including customer satisfaction and trade satisfaction
- Kept track on service quality parameters and dealer activities through monthly reports & weekly audits
- Maintained inventory level at local warehouse as per the company policy and as per the market demand
- Grew AMC business by building corporate customers and govt
- Organizations.
Territory Service Executive
Whirlpool of India Limited
Faridabad
12.2006 - 12.2008
- Achieved all KPIs viz
- Trade satisfaction & customer satisfaction and set business targets
- Played a key role in appointing new service partners
- Set-up and monitored implementation of: Standards for evaluating service partner’s infrastructure, financials, quality & quantity
- Service Process and Execute remedial action to achieve process objectives
- Delivered trainings on Operations and Soft Skills.
Territory Service Manager
CEAT Tyres Ltd.
Faridabad
05.2004 - 11.2006
- Achieved set targets for fleet sales and payments collection
- Ensured timely settlements of claims of truck tyres and non-truck tyres customers
- Improved product & consumer awareness by organizing activities like on premises promotions, local events, etc
- Ensured proper storage and handling of products received from the customer for claims settlements
- Identified opportunities and recommended appointment of new fleet accounts, programmers & dealer’s schemes.
Education
B.Tech. (Mechanical Engineering) -
H.C.T.M, Kaithal, Kurukshetra University
01.2003
Diploma in Mechanical Engineering -
S.D.M. Polytechnic, Nagpur
01.2000
Skills
- Service Strategy
- Service Revenue Expansion
- Branch P&L Management
- Customer Delight & Retention
- Quality Service Audits
- Root Cause Analysis
- Adhoc Audits & Investigation
- Warranty Statics Analysis
- KPI Evaluation Analysis
- Service Partner Operation Review
- Spare Parts Administration
- Vendor & Inventory Management
- Monthly AMC Billing & Spare Part Billing and Payments
- Credit Limits Utilization
- Process Improvement
- Customer Relationship Management
- People Management
Personal Statement
Transforming After-Sales Service: Elevating Customer Experiences, Driving Revenue, and Achieving Operational Excellence....
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Intermediate (B1)
B1
17 YEARS OF EXPERIENCE
Career Start : 2006
Till : Present
Timeline
Senior Manager
Samsung India Electronics Limited
08.2013 - Current
Deputy Manager
Videocon Group
06.2012 - 01.2013
Assistant Manager
LG Electronics (India) Pvt. Ltd.
01.2010 - 06.2012
Senior Service Executive
Blue Star Limited
01.2009 - 12.2009
Territory Service Executive
Whirlpool of India Limited
12.2006 - 12.2008
Territory Service Manager
CEAT Tyres Ltd.
05.2004 - 11.2006
B.Tech. (Mechanical Engineering) -
H.C.T.M, Kaithal, Kurukshetra University
Diploma in Mechanical Engineering -
S.D.M. Polytechnic, Nagpur
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