Shubhangi Gavhane

• Generating service revenue (AMC & Accessories sales) by meeting budgeted targets by developing new services procedures and strategies to increase productivity & profitability
• Setting-up service management processes involving evaluation &
  improvement of the service centers on a continuing basis; increasing
  productivity of service and service sales force.
  Meets customer service financial objectives by forecasting
  requirements; preparing annual budget; scheduling expenditures;
  analyzing variances; initiating corrective actions.
  Looking after for all home appliance products like washing machine FL&TL, Microwave, Dish washer, Washer Dryer, and Domestic AC.
  15+ Franchisee are part of my team including 100+ filed technician who help deliver best service to our customer and approx 50+ dealers across mumbai and 12 IFB sales point.
  Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

¢ 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.

• Implemented the service network of Reliance Digital TV - DTH
• In & around the thane district played a major role to finalize 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
• Analyze Customer feedback forms filled out at the time of installation by the customers
• 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
• Recruitment and Development of Manpower
• Meet Key retail outlet for sales perspective & also Revenue generation through recharge.

• Job Responsibility –

¢ 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.

¢ Member of the core team formed during pre-launch. Instrumental in setting up DTH operations in Tata Sky

¢ 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.

• Key Result Areas -
• Member of the core team formed during pre-launch
• Instrumental in setting up DTH operations in Tata Sky
• 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
• Job Responsibility -
• Support fulfilment processes by ensuring smooth work order execution
• Study and understand geographical consumer density
• Dimension resources and Design route plans based on call traffic
• Handle VIP requests
• Ensure timely updates of customer interaction in CRM
• Plan schedule adherence and & meet service level adherence of installations
• Identifying areas of improvement for the fulfilment channel
• Vendor management by ensuring timely replenishment of materials and availability of the resource in event of scarcity
• Monitor service levels, keep SLA reports, and facilitate reviews
• Planning to retain the existing customers
• Data analysis, action planning, and execution for counter-attacking the competition Achievements –
• Awarded as a STAR performer in the Year 2007

¢ 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.

• 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.

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.