Summary
Overview
Work History
Education
Skills
Certification
Interests
Travelling & learning
Timeline
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Shashank Pachauri

Shashank Pachauri

Customer Service Strategy
Goa

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

11
11
years of professional experience
5
5
years of post-secondary education
10
10
Certifications

Work History

Head - CRM Strategy & Service Business

IFB Industries Ltd
Goa
04.2021 - Current
  • Improve customer experience at each customer touch point through measurement
  • Strategic - Customer Service & Project management on customer Engagement
  • Develop Process & Policies for the service operations
  • Head of Service Business - IFB Essentials, AMC & Exchange of products - 300 Cr

Product Manager & Business Head - IFB Essentials

IFB Industries Ltd
Goa
05.2017 - 03.2021
  • Product development for brand IFB Essentials
  • Product sales Strategy with Regions & deliver budget of 150 Cr
  • Develop channels to improve sales - Franchisee, IFB Points, E-commerce,
  • Strategic sourcing & product management
  • Additional Role - Service Operations at Head Office

Service Processes

IFB Industries Ltd
04.2016 - 05.2017
  • Franchisee Development for service operations
  • Service Operations - Process Development
  • Product Quality Assurance

Branch Head - Service Manager

IFB Industries Ltd
07.2013 - 05.2015
  • Service management and Business Development
  • Deliver Service KPI for the state - Rajasthan
  • Development of Franchisee Network
  • Ensure dealer & channel satisfaction
  • P&L for the Branch & deliver targets

Service Manager

NCR, IFB Industries Ltd
02.2013 - 06.2013


  • Franchisee's Team Development & service delivery
  • Ensure Customer satisfaction
  • Deliver Business targets

Area Service Manager

IFB Industries Ltd
06.2010 - 01.2013
  • Customer Service - Field Operations
  • Ensure Customer Satisfaction & Dealers management
  • Franchisee Development & training of field team
  • Achieve Business targets through Service delivery

Education

Senior Leadership

XLRI - VIL Program On Senior Leadership
Jamshedpur
06.2021 - 08.2022

Savitribai Phule Pune University
Pravara Engineering College
04.2006 - 04.2010

Skills

Customer Relationship Management (CRM)

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Certification

Journey Mapping - LinkedIn

Interests

Travelling & Learning

Walk & Stay Fit - New Rich

Travelling & learning

I have traveled all across India & develop people for Service delivery & Business. This develops Business skills, people acumen & Geography business dynamics. Meeting people, knowing them followed by aligning them with strategy to deliver business goals.

Timeline

Senior Leadership

XLRI - VIL Program On Senior Leadership
06.2021 - 08.2022

Head - CRM Strategy & Service Business

IFB Industries Ltd
04.2021 - Current

Product Manager & Business Head - IFB Essentials

IFB Industries Ltd
05.2017 - 03.2021

Service Processes

IFB Industries Ltd
04.2016 - 05.2017

Branch Head - Service Manager

IFB Industries Ltd
07.2013 - 05.2015

Service Manager

NCR, IFB Industries Ltd
02.2013 - 06.2013

Area Service Manager

IFB Industries Ltd
06.2010 - 01.2013

Savitribai Phule Pune University
04.2006 - 04.2010

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