Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Personal Information
Timeline
Generic
Shubhangi Gavhane

Shubhangi Gavhane

Navi Mumbai

Summary

A result-oriented professional with 21 years of Service & sales CO-ordination experience, primarily in the DTH, Telecom, and FMCG Sector Currently with IFB Appliances & Industries supporting Mumbai operations. Adept in planning, executing network processes & managing events related to network planning, installation of networks, and fault repairs of the same. Transaction processing, Technical Support, Operations Support, are key professional attributes Facilitating management in reviews and decision making through analysis and reports are other professional attributes Proficient in Team building, Result orientation, and Relationship management Effective communicator, a leader with interpersonal/relationship management skills. Developed channel network infrastructure Proactive leader with strengths in guiding teams and nurturing client relationships. Known for exhibiting confidence, collaboration and professionalism. Expert at customer retention and problem-solving.

Overview

24
24
years of professional experience

Work History

Sr Area Service Manager

IFB Appliances & Industries
Navi Mumbai
05.2023 - Current
  • 15+ franchisees are part of my team, including 100+ field technicians who help deliver the best service to our customers, and approximately 50+ dealers across Mumbai and 12 IFB sales points. Handling a cumulative call load of 8,500+ service requests per month.
  • Generating service revenue (AMC and accessories sales) by meeting budgeted targets, developing new service procedures, and strategies to increase productivity and profitability.
  • Setting up service management processes involving the evaluation and improvement of the service centers on a continuing basis, increasing the productivity of service and the service sales force.
  • Meets customer service financial objectives by forecasting requirements, preparing the annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
  • Looking after all home appliance products, like washing machines, FL&TL, microwaves, dishwashers, washer dryers, and domestic ACs.

Sr Area Service Manager

IFB Appliances & Industries
Mumbai
11.2017 - 10.2021
  • Heading a Mass Area with Franchises along with a team of 40-50 technicians.
  • Responsible for coordination handling Social media escalations and solving them on a high priority basis.
  • Handling grievances and escalation of LFR on top priority.
  • Assessing the customer feedback, evaluating areas of improvement and Providing critical feedback to associates & franchises for improvements.
  • Conducting Stock audit at franchise level & Monitoring inventory level.
  • Motivating team to achieve Accessories and Additive's sales target.
  • Organize workshop events at IFB outlets along with the sales team for customer interaction and product satisfaction.

Assistant Manager

Reliance Communications
Mumbai
05.2012 - 11.2017
  • Implemented the service network of Reliance Digital TV - DTH in and around the Thane district, which played a major role in finalizing the Service Franchisee (SF) and SSD.
  • Handling Services with the help of ASEs & ISP Engineers
  • Responsible for New Customer Acquisition, Retention, and Recovery of company assets
  • Visit the customer site, as a periodic exercise, with the engineers at the time of installation
  • Plan field visits periodically to collect and analyze data on the quality of services provided by competitors
  • Implement approved initiatives at the territorial level for improving low customer dissatisfaction areas
  • Manage a team of engineers responsible for installing, servicing, and repairing structures and major components
  • Monitor the progress of installation on a day-to-day basis and guide the engineers in completing the job on time
  • Motivate mentor and train team members to deliver the best service to the customers
  • Meet Key retail outlet for sales perspective & also Revenue generation through recharge.

Territory Service Manager for Central Zone

Bharti Airtel Ltd.
Mumbai
07.2010 - 05.2012
  • Monitor & control performance of various service Franchise in the given territory.
  • Implementation of service promotional & revenue generation projects.
  • Conduct various audits in the territory to check & control service operations by franchisees.
  • Conduct visits to the dealers, and customers and resolve the escalated complaints effectively, and also ensure the compliance of their satisfaction parameters.
  • Working on a special Migration project.
  • Planning, Implementing, and reviewing monthly trade schemes.
  • Managing brand communication & Maintain Merchandise display.
  • Channel & Distribution Management. Distinguished efforts towards retail outlet expansion to improve the CTR.

Sr. Field Service Support

Tata Sky Ltd
Mumbai
06.2006 - 07.2010
  • Member of the core team formed during pre-launch
  • Actively involved in supporting field services operations & processes including services In ISP & Franchisees and their management for operations and management
  • Steering various activities and providing quality customer support/services to individual and corporate clients to achieve maximum customer satisfaction
  • Awarded as a STAR performer in the Year 2007

Sr GIS Executive

BHARTI CELLULAR LTD
Navi Mumbai
08.2005 - 06.2006
  • Company Overview: Airtel Broadband Telephone Services
  • Updating GIS Maps of Geographical areas for laying telephone lines in GIS software (3.3) & data sink with Manchitra Software
  • Preparing Auto CAD drawings for planning
  • Keeping track of data updating and documentation using software packages like MS-OFFICE and MS-ACCESS
  • Generating reports from GIS software
  • Use Manchitra software for online CAF entry to help track all details present on fields.
  • Airtel Broadband Telephone Services

GIS Executive

TATA TELESERVICES MAHARASHTRA LTD
Mumbai
04.2001 - 08.2005
  • Assist in designing the wired line network layouts of the various grids within and outside Mumbai.
  • Also designed Copper and Fibre plans. Planning of the locations and areas where MUX are to be installed.
  • Assist the CDMA planning team in determining the feasibility of the sites. The various studies undertaken evolved Fibre and OSP for the particular lat - long of the location.

Education

Bachelor - Computer Application

Madhurai Kamraj University

Diploma - Digital Electronics

SHAH & ANCHOR KUTCHHI POLYTECHNIC

Diploma in Computer Management - 1 Year

Computer Institute
Mulund

Skills

  • MS Office Applications
  • MS Excel
  • Effective communication
  • Interpersonal skills
  • Channel network infrastructure
  • Customer Relationship Management
  • Problem-solving
  • Collaboration
  • Leadership
  • Service management
  • Operations improvement
  • Strategic planning

Hobbies and Interests

  • Traveling
  • Interacting with people
  • Teaching and sharing the knowledge

Languages

  • English
  • Hindi
  • Marathi

Personal Information

  • Title: Sr Manager
  • Date of Birth: 11/07/80

Timeline

Sr Area Service Manager

IFB Appliances & Industries
05.2023 - Current

Sr Area Service Manager

IFB Appliances & Industries
11.2017 - 10.2021

Assistant Manager

Reliance Communications
05.2012 - 11.2017

Territory Service Manager for Central Zone

Bharti Airtel Ltd.
07.2010 - 05.2012

Sr. Field Service Support

Tata Sky Ltd
06.2006 - 07.2010

Sr GIS Executive

BHARTI CELLULAR LTD
08.2005 - 06.2006

GIS Executive

TATA TELESERVICES MAHARASHTRA LTD
04.2001 - 08.2005

Bachelor - Computer Application

Madhurai Kamraj University

Diploma - Digital Electronics

SHAH & ANCHOR KUTCHHI POLYTECHNIC

Diploma in Computer Management - 1 Year

Computer Institute

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Shubhangi Gavhane