Shahanawaz Shaikh
Lodha Palava, Navi Mumbai, MH
Summary
Seasoned Head of Customer Service with broad experience in developing and implementing service strategies across diverse industries with 15years of experience. Known for strong leadership skills, adept at guiding teams to deliver high-quality customer service while managing operational costs. Significant contributions include streamlining processes and enhancing customer satisfaction levels.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Head (AGM-Customer Service)
IVAS (Hella Infra.Market Retails Pvt Ltd)
Mumbai
11.2022 - Current
- Company Overview: Launched in 2016, Infra.Market is a construction solutions Unicorn (>$2.5B) that is creating India's largest wide range of building materials as well as lifestyle products that enhance interior spaces.
- Building Customer Service strategies & PAN India Service network for Fan, Geyser & Light || Chimney, Hob, Gas, Induction & infrared cooktop, Mixer-Grinder, Wet-grinder, Coffee Maker || Toaster, Iron, Electric Kettle, Electric Rice Cooker, Hand blender, Sandwich Maker, Electric Chopper.
- Work Force: Hiring, Coaching, Team building, People Management, Cross Functional collaboration.
- Customer Care: Managing customer care, Customer handling, ticket management, Ticket mapping.
- Concern resolution: Taking care of Pre & post Installation, Demo, Repair, AMCs.
- Franchise/ASPs: Service network expansion, ASP/ASC & Vendor Management, Agreement & Price Nego.
- Channel partner Management, Service health check, CN & Defective settlements.
- Store Management: Inventory forecasting and Planning, Tracking of dispatches, consumption, and reconciliation.
- QA & Training: Tech Support and Training to ASPs-technicians & all stakeholders involved.
- CRM/Tech stack: BRD and tech stack review-implementation (ERP-Zendesk-Elevate Field App-Ozontel).
- System & Processes: Policy, SOPs, KPI-Performance cycle driving, MIS, PNL.
- Feedback: NPS, CSAT, Feedback Management, Escalation handling, Process Improvisation.
- Launched in 2016, Infra.Market is a construction solutions Unicorn (>$2.5B) that is creating India's largest wide range of building materials as well as lifestyle products that enhance interior spaces.
Head - Customer Service (NSM)
Atomberg Technologies Pvt Ltd
Mumbai
06.2017 - 11.2022
- Joined Atomberg start-up as a 1st employee to Customer Service dept. with the responsibility to establish entire Customer Experience vertical from scratch.
- Managing all forms of customer communication (voice, email, online form, live chat).
- Managing contact centers to ensure communication with customers at the highest standard by answering customer calls in professional manner, leading by example and accurately logging details to internal systems like fresh desk and CRM for ticket creation or to process different requests.
- Managing the field operations right from ticket assign to respective service partner/technician, customer appointment, providing resolution by replacing defective parts under warranty/out warranty, payment collection(if any) and ticket closure in the mobile app post feedback collection.
- Implemented best tech-infra (My Operator, Freshdesk, IVR-Dialer, CRM, CEM) to increase data sanity & digitalized customer experience.
- Collection customer feedback & NPS, Turning customer feedback into action, passing insights to cross functional team & closing the loop by minimizing impact to client. (+Escalation control activity).
- Managing large team of 100+ direct and indirect employees,300+ franchise network etc.
- Hiring, training, leading, motivating, and nurturing the team members (+RnR activity).
- Finding training needs to coach, develop the internal team, call center agents, Authorized service partners and the field technicians followed by exam.
- Forecasting and planning inventory required to run field ops effectively. Arranging defective spares, product back for RCA & further product improvement and account settlement in the system.
- Onboarding best service partners/vendors, Legal check, Signing agreement, Price negotiations.
- Preparing SOPs, Product & warranty policies, User manual etc.
- Achieving monthly AMC targets, Revenue through Out of warranty collection, Spares & accessories sell.
- KPIs like AHT, answering level %, response time, Quick fix, 1st time fix, resolution time, SLAs/TAT management of internal and field technicians, Dispatch and delivery TAT, Cost optimization & control, revenue, customer satisfaction & NPS score, Escalation % etc. followed by monthly MIS.
- Setting performance metrics, monthly review followed by conducting performance and appraisal cycles.
- Conduction weekly, monthly and quarterly team meetings with direct reports. Conduction QBRs with cross functional teams & Management. Daily-weekly-monthly progress report to management.
Client Service Manager
Grey-Orange India Pvt Ltd
Mumbai-Gujrat-Delhi
10.2015 - 05.2017
- Product was responsible for lightning-fast order processing by weighing, capturing data, sorting across the fulfilment centers so as to have faster shipping | (Product cost ranging 1cr to 10cr).
- Job duties include team management, Installation-commissioning-Demo-Repair, Project management, ticket & field management.
- Always ensured service response and resolution within 2hr with machine uptime of 98%+ & 99%+ CSAT.
- Customer handling, Incident management, Defect analysis & preventive maintenance to avoid downtime.
- SLA, CSAT, AMC renewals, training & key account management.
- Was managing key customer accounts like Delhivery, Flipkart, Myntra, DTDC 24X7X365 days of 2 states (MH & GJ), >75% travel to execute job duties.
Customer support and relationship Manager
Saurabh Flexipack System Pvt Ltd
Pune
03.2014 - 10.2015
- Was managing Pune branch ops, managing daily operations, client handling, retention, Operator training program, online spare sell & revenue management, also involved in hiring, leading projects, Managing tech support 24
- 7 for packaging products whose cost ranging from 5 lac to 25 lac.
- Handled a large team, Managed PAN India & global clients for query resolution & spare sell.
- Pan India visit, repair, SLA, ROI, CSAT & key account management.
Customer Service Engineer
RICOH INDIA LTD
Mumbai
12.2011 - 03.2014
- Troubleshooting, Installation, Maintenance & Repairs of various parts (Copier, Scanner, Fax, Printer etc.) B/w, LP, color machines.
- Handled customer queries & complaints via emails, telephone calls & onsite relating to troubleshoot & installation.
- Customer coordination, Appointments, Feedback, Contract renewal, Spare sell and review on call.
Education
MBA - Operations & Production Management
SGVU
Jaipur01.2022
Bachelor of Engineering (B.E.) - Electronics & Telecommunication
RMCET - Mumbai University
Mumbai01.2010
H.S.C. (12th) - Science
Maharashtra Board
Mumbai01.2006
S.S.C. (10th) -
Maharashtra board
01.2004
Skills
- Problem-solving and data analytics
- Effective communication
- Incident management
- Customer insights and retention
- Process improvement and digitalization
- Technical integration
- Ticket and feedback management
- Data-driven mindset
- Leadership and team management
- Performance management
- Self-motivation
- Time management
Certification
- Six Sigma Black Belt, Grey Campus
- Six Sigma Green Belt, LinkedIn
- CompTIA A+, CompTIA
- Customer Psychology, LinkedIn & Course
- Basic and advance Excel, Techno World
Languages
- English
- Hindi
- Marathi
Awards
- "Why not?" Award for Successfully setting up RF, 2021
- "Why not?" Award for successfully executing PAN India Installation Project, 2021
- Customer Excellence Award, 2019
- Service Champion award, 2016
- Revenue achiever Award, 2015
- Performer of the Quarter, 2013
- Performance Excellence, 2012
- School, College, Engineering topper
- National level paper presentation
Hobbies and Interests
- Interacting with new people
- Traveling
- Exploring different cultures
- Enjoying the Great Outdoors
- Playing cricket
- Reading lot of books (200+ so far)
- Swimming
Industry
- Consumer Durables
- Home Appliances
- Smart Appliances
- Robotics
- Printing & Packaging
- Telecom
Timeline
Service Head (AGM-Customer Service)
IVAS (Hella Infra.Market Retails Pvt Ltd)
11.2022 - Current
Head - Customer Service (NSM)
Atomberg Technologies Pvt Ltd
06.2017 - 11.2022
Client Service Manager
Grey-Orange India Pvt Ltd
10.2015 - 05.2017
Customer support and relationship Manager
Saurabh Flexipack System Pvt Ltd
03.2014 - 10.2015
Customer Service Engineer
RICOH INDIA LTD
12.2011 - 03.2014
MBA - Operations & Production Management
SGVU
Bachelor of Engineering (B.E.) - Electronics & Telecommunication
RMCET - Mumbai University
H.S.C. (12th) - Science
Maharashtra Board
S.S.C. (10th) -
Maharashtra board
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