SANKAR NARAYANAN. V
Coimbatore
Summary
Dynamic Service Centre Manager with proven expertise in optimizing service operations at Haier Appliances India Pvt Ltd. Skilled in performance tracking and cost control, I have successfully maintained audit compliance while enhancing customer satisfaction. My leadership fosters high-quality service delivery, ensuring zero stock variance and efficient resource management.
Overview
16
16
years of professional experience
Work History
DSC Service Centre Manager (Current Role)
Haier Appliances India Pvt Ltd | Feb 2024– Present
Coimbatore
02.2024 - Current
- Managed service operations across six cities for home and commercial appliances.
- Supervised 10 service engineers to maintain high service quality and zero stock variance.
- Tracked microenterprise performance metrics to enhance service efficiency.
- Controlled operational expenses to optimize profitability and reduce costs.
- Ensured no collections remained pending beyond three days.
- Monitored DSC Incharge to enforce strict PSV control protocols.
- Achieved 100% compliance with audit requirements across all operations.
- Maintained TCR reconciliation reports and tracked RRR reasons to support financial accuracy.
Service Centre Manager
Croma
Bangalore
12.2022 - 11.2023
- Managed installation and maintenance services for five brands across 26 stores in Bangalore.
- Led a team of 30 personnel, including two team leaders and 25 engineers.
- Conducted monthly stock audits to ensure inventory accuracy and compliance.
- Forecasted seasonal service needs and planned MSL stock accordingly.
- Maintained records for all transactions, ensuring transparency and accountability.
- Implemented strategies to generate revenue through accessory sales.
- Monitored daily performance reports, billing, and KPI trackers for productivity assessment.
- Audited closed service calls, analyzing NPS scores and revenue outcomes.
Area Service Incharge
HAIER APPLIANCES INDIA PRIVATE LIMITED
Coimbatore
03.2022 - 12.2022
- Achieved KPIs for service speed, installations, account management, and overall satisfaction.
- Managed product handling for home and commercial appliances across six cities.
- Tracked daily KPIs, ensuring branch support for timely resolutions.
- Forecasted seasonal service needs and planned MSL stock accordingly.
- Audited service facilities for quality assurance and zero stock variance.
- Conducted weekly visits for dealer defective stock clearance.
- Utilized 100% network efficiency of service facilities and distribution centers.
- Enhanced customer retention, satisfaction, sales support, and after-sales quality initiatives.
Area Service Manager
PANASONIC INDIA PRIVATE LIMITED
Chennai
10.2020 - 03.2022
- Delivered world-class service in alignment with company standards.
- Assisted service engineers with technical and sales skills training.
- Recorded customer complaints on open calls and ensured non-recurrence of issues.
- Collaborated with service franchisees to resolve senior management and social media escalations.
- Collected customer feedback from service partners to improve business standards.
- Followed up on annual maintenance contracts to meet business targets.
- Monitored preventive maintenance generation and ensured timely completion by service partners.
- Handled consumer forum cases, prioritizing risk-sensitive consumer issues for resolution.
Project Coordinator
Nokia Solution and Networks India Pvt Ltd
08.2018 - 09.2020
- To analyse the overall operation of the Alarms of Network operation Centre (NOC) and to maintain it accordingly so that the occurrence of alarm can be reduced resulting in the outage control.
- Co-ordinate with various function teams for collecting data and analysed the various requirement of Project Managing services.
- Prepare & circulate Daily Performance, KPI, and reports to circle & national teams on daily basis.
- Planning of Tamilnadu for installation of BTS, getting media readiness site from BSNL planning team and make sure to complete by the same day.
- Follow-up material dispatch from warehouse and delivery of material at site.
- Project Resources end to end activity, Asset management, Salary and claims process.
- Vendor activity wise generating PO (BTS, MW, Tower, BB and PP). Once activity done internal audit site wise for the process of invoice and GRN.
Branch Coordinator
Samsung India Electronics Pvt Ltd
02.2017 - 08.2018
- Administered service metrics, including Service Tracking Abnormality and Happy Customer Score.
- Managed service operations to deliver quality services and minimize turnaround time.
- Oversaw end-to-end branch resource activities, including asset management and claims processing.
- Coordinated daily call reports to service centers, promoting adherence to service level agreements.
- Developed revenue projections for current and next four quarters using dashboard analytics.
- Implemented RACI system to enhance accountability and resolve activity delays.
- Generated weekly BI reports on call metrics for distribution to service center management.
- Produced monthly target versus achieved reports for area sales managers' visits to service centers.
MIS Executive
Power2sme Pvt Ltd
10.2014 - 02.2017
- Supported Country Head and Regional Managers in project management activities.
- Collected outstanding debts on sales orders across all regions in India.
- Followed up with Key Account Managers for documents required by Non-Banking Finance Corporations.
- Collaborated with Key Account Managers to resolve account-related issues, including PO and invoicing.
- Ensured availability and validation of Agreements, POs, and SOWs.
- Assisted HRM Managers and Regional Managers with manpower requisition processes.
- Managed resource fulfillment process, including forecasting, follow-ups, and allocations.
- Created monthly revenue accrual reports and dashboards for projections over four quarters.
MIS Analyst
ZTE Telecom India Pvt Ltd
03.2011 - 10.2014
- Coordinated with functional teams to collect data and analyze project management requirements.
- Analyzed NOC alarm operations to reduce occurrences and control outages effectively.
- Applied operational and risk process knowledge to enhance performance metrics.
- Utilized data manipulation techniques to interpret patterns and derive actionable insights.
- Ensured accuracy with strong attention to detail in all reporting activities.
- Prepared and circulated daily performance KPIs, reports for circle and national teams.
- Compiled weekly reports and presentations for comprehensive reviews.
- Maintained site-specific outage details using escalation and surveillance data.
MIS Executive
Lineage Power India Pvt.Ltd
01.2010 - 03.2011
- Oversaw collection of Tata O&M Reports, facilitating corporate decision-making for current and future issues.
- Managed network performance to ensure compliance with customer requirements per agreed SLA.
- Coordinated project rollouts and network maintenance with internal and external departments.
- Maintained reports on EB and diesel consumption, tracking monthly EB payments accurately.
- Developed site inventory database and executed manpower mapping initiatives to optimize resources.
- Generated comprehensive reports daily, weekly, and monthly addressing vendor concerns.
- Analyzed and compiled outage reports to identify trends and areas for improvement regularly.
- Collaborated with SME vendors for periodic preventative maintenance of all infrastructure equipment.
Education
B.E - Electrical & Electronics Engineering
Christian College of Engineering & Technology
01.2009
DIPLOMA - Electrical & Electronics Engineering
Christian Institution of Technology Education (Polytechnic) College
01.2005
ITI - Diesel Mechanic
RVS ITI of college
Dindigul01.2002
SSLC -
S.D.A .Matric Hr. Sec. School
Dindigul01.2001
Skills
- Service operations management
- Performance tracking
- Cost control
- Stock variance reduction
- Audit compliance
- Customer relationship management
Personal Information
- Date of Birth: 04/23/86
- Marital Status: Married
- Religion: Hindu
Phone
+919150120909
Core Professional Strength
- Customer Focused Service Strategies
- Company Liaison
- Unique Problem-solving Ability
- Competitive: Goal & Profit Oriented
- Building Key Strategic relationships
Affiliations
- Consistently achieved profitability in 17 out of 19 months, demonstrating strong financial and operational acumen.
- Awarded ‘A’ Grade in KPI evaluations for more than 16 out of 19 months, reflecting sustained high performance and goal alignment.
- Ranked among the Top 5 DSC Managers across Pan-India in 10 out of 19 months, showcasing excellence in leadership and execution.
- Honored as a Pan-India Outstanding Performer in 2024 for exceptional contributions and results
Accomplishments
- Outstanding Performance – 2024
Awarded by Haier Appliances India Pvt. Ltd. for exceptional all-round performance; received a certificate of excellence and a Side-by-Side Refrigerator. - Outstanding KPI Performance – 2022
Recognized by Panasonic India Pvt. Ltd. for consistently exceeding KPI targets; rewarded with a 65” Television. - Outstanding Performer – H2 & Q4 Awards
Honored for top-tier performance in both H2 (Second Half) and Q4 business cycles; acknowledged for consistently surpassing targets and driving excellence.
Languages
Tamil
First Language
English
Advanced (C1)
C1
Timeline
DSC Service Centre Manager (Current Role)
Haier Appliances India Pvt Ltd | Feb 2024– Present
02.2024 - Current
Service Centre Manager
Croma
12.2022 - 11.2023
Area Service Incharge
HAIER APPLIANCES INDIA PRIVATE LIMITED
03.2022 - 12.2022
Area Service Manager
PANASONIC INDIA PRIVATE LIMITED
10.2020 - 03.2022
Project Coordinator
Nokia Solution and Networks India Pvt Ltd
08.2018 - 09.2020
Branch Coordinator
Samsung India Electronics Pvt Ltd
02.2017 - 08.2018
MIS Executive
Power2sme Pvt Ltd
10.2014 - 02.2017
MIS Analyst
ZTE Telecom India Pvt Ltd
03.2011 - 10.2014
MIS Executive
Lineage Power India Pvt.Ltd
01.2010 - 03.2011
B.E - Electrical & Electronics Engineering
Christian College of Engineering & Technology
DIPLOMA - Electrical & Electronics Engineering
Christian Institution of Technology Education (Polytechnic) College
ITI - Diesel Mechanic
RVS ITI of college
SSLC -
S.D.A .Matric Hr. Sec. School