Summary
Overview
Work History
Education
Skills
Personal Information
Affiliations
Accomplishments
Languages Known
Timeline
Generic
Shamim Saifi

Shamim Saifi

Ghaziabad

Summary

Dynamic Service Manager with extensive experience at Elan Professional Appliances, excelling in KPI management and customer satisfaction. Proven track record in optimizing service delivery and implementing quality assurance protocols, resulting in enhanced customer confidence. Adept at problem-solving and vendor management, ensuring timely resolution of complex service issues.

Overview

18
18
years of professional experience

Work History

Service Manager North & East Zone

Elan Professional Appliances Pvt. Ltd
06.2022 - Current
  • Monitor open calls, and maintain and control the service vendor.
  • Visit Major Customer for the resolution of issues and generating confidence in service levels.
  • Involved in daily contact with customers and service vendors to troubleshoot and resolve problems, complaints, and other service-related matters while maintaining good customer relations.
  • Coordination with the Parts Team at RO and HO for parts procurement for escalated cases.
  • Ensuring the KPIs in terms of RTAT, SDR, D+1, RR, escalating case closure, and open calls.
  • Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
  • Ensured compliance with applicable laws and regulations related to services provided.
  • Performed root cause analysis on recurring problems encountered by customers.

Team Leader DSC-2 South Mumbai

LG Electronics India
09.2021 - 06.2022
  • Monitor open calls and maintain and control Field Service Engineer.
  • Visit all Dealer counters for resolution of issues & generating confidence for service level.
  • Involved in daily contact with customers and Dealers to troubleshoot and resolve problems complaints, and other service-related matters while maintaining good customer relations.
  • Coordination with the Parts Team at RO and HO for parts procurement for escalated cases.
  • Creating & executing replacement & refund approvals to maintain RTAT & KPIs to generate customer confidence levels.
  • Ensuring the KPIs in terms of RTAT, SDI, D+ 1, RR, VOC Closure and Open Calls.

Area Service Manager Base on Delhi Branch

Eltech Appliances Pvt ltd
09.2018 - 08.2021
  • Monitor open calls and maintain and control the Field Service centre’s tracking logs.
  • Visit all Dealer counters for resolution of issues & generating confidence for service level.
  • Involved in daily contact with customers and Dealers to troubleshoot and resolve problems complaints, and other service-related matters while maintaining good customer relations.
  • Audit travel to service centres as per company requirements.
  • Coordination with the Parts Team at RO and HO for parts procurement for escalated cases.
  • Creating & executing replacement & refund approvals to maintain TAT & KPIs to generate customer confidence levels.
  • Ensuring the KPIs in terms of TAT, SDR, LTR, RRR, VOC Closure and Open Calls.

Service-In-charge

Hitachi Home & Life Solutions (India) Ltd
05.2015 - 08.2018
  • Monitor open calls and maintain and control Area Service Engineer tracking logs.
  • Visit all Dealer counters for resolution of issues & generating confidence for service level.
  • Involved in daily contact with customers and Dealers to troubleshoot and resolve problems complaints, and other service-related matters while maintaining good customer relations.
  • Coordination with the Parts Team at RO and HO for parts procurement for escalated cases.
  • Creating & executing replacement & refund approvals to maintain TAT & KPIs to generate customer confidence levels.

Area Service Manager

P E Electronics Ltd
01.2014 - 04.2015
  • Provide administrative support to District Service Points in Western UP.
  • Monitor open calls and maintain and control the Field Service centre’s tracking logs.
  • Visit all Dealer counters for resolution of issues & generating confidence for service level.
  • Involved in daily contact with customers and Dealers to troubleshoot and resolve problems complaints, and other service-related matters while maintaining good customer relations.
  • Audit travel to the district service centres as per company requirements.
  • Coordination with the Parts Team at RO and HO for parts procurement for escalated cases.
  • Creating & executing replacement & refund approvals to maintain TAT & KPIs to generate customer confidence levels.
  • Ensuring the KPIs in terms of TAT, SDR, LTR, RRR, VOC Closure and Open Calls.

Team Leader HCS

Hitachi Home & Life Solutions (India) Ltd
Patpar Ganj
04.2012 - 01.2014
  • Monitor open calls and maintain and control Area Service Engineer tracking logs.
  • Visit all Dealer counters for resolution of issues & generating confidence for service level.
  • Involved in daily contact with customers and Dealers to troubleshoot and resolve problems complaints, and other service-related matters while maintaining good customer relations.
  • Coordination with the Parts Team at RO and HO for parts procurement for escalated cases.
  • Creating & executing replacement & refund approvals to maintain TAT & KPIs to generate customer confidence levels.

Supervisor DSC

Videocon Industries Ltd
Ghaziabad
07.2009 - 03.2012
  • Daily Service Activity like call monitoring Pending calls in our territory 3 times a day.
  • Pending Call status daily basis report to the Reporting Manager.
  • Breakdown calls response time within 24 hours.
  • Spare Parts Procurement and Inventory Management.
  • Focused on Out of warranty calls & revenue (AMC & Accessory sales)
  • Customer and Dealer satisfaction (<95%)
  • Response Time maintains 100% within 2hr & TAT maintains up to 80% within 48hr.

Service Co-coordinator

Samsung India Electronics Ltd
08.2007 - 06.2009
  • Monitor open calls and maintain and control Field Service Engineers' tracking logs.
  • Daily Service Activity like call monitoring Pending calls in our territory 3 times a day.
  • Pending Call status daily basis report to the Reporting Manager.
  • Breakdown calls response time within 24 hours.
  • Spare Parts Procurement and Inventory Management.
  • Focused on Out of warranty calls & revenue (AMC& Accessory sales)
  • Customer and Dealer satisfaction (<95%)
  • Response Time maintains 100% within 2hr & TAT maintains up to 80% within 48hr.

Education

Diploma in Electronics and Communication -

Government Polytechnic Ghaziabad
Ghaziabad
03-2007

12th -

U.P. BOARD
Government Primary School
01.2004

10th -

U.P. BOARD
Government Primary School
01.2000

Skills

  • Customer service and support
  • KPI management
  • Quality assurance and monitoring
  • Issue resolution
  • Vendor management
  • Data analysis
  • Team leadership
  • Problem solving
  • Customer satisfaction measurement
  • Service delivery optimization

Personal Information

  • Father's Name: Late Fakhruddin Saifi
  • Date of Birth: 02/20/88
  • Nationality: Indian
  • Religion: Muslim

Affiliations

Playing cricket

Surfing

Accomplishments

  • Best preformation 2024 (TAT and basic management award)
  • Director's award ( Outstanding performance in the year 2024-25)

Languages Known

Hindi
First Language
English
Elementary (A2)
A2

Timeline

Service Manager North & East Zone

Elan Professional Appliances Pvt. Ltd
06.2022 - Current

Team Leader DSC-2 South Mumbai

LG Electronics India
09.2021 - 06.2022

Area Service Manager Base on Delhi Branch

Eltech Appliances Pvt ltd
09.2018 - 08.2021

Service-In-charge

Hitachi Home & Life Solutions (India) Ltd
05.2015 - 08.2018

Area Service Manager

P E Electronics Ltd
01.2014 - 04.2015

Team Leader HCS

Hitachi Home & Life Solutions (India) Ltd
04.2012 - 01.2014

Supervisor DSC

Videocon Industries Ltd
07.2009 - 03.2012

Service Co-coordinator

Samsung India Electronics Ltd
08.2007 - 06.2009

Diploma in Electronics and Communication -

Government Polytechnic Ghaziabad

12th -

U.P. BOARD

10th -

U.P. BOARD

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