SUCHANDRA KANTE

Business Planning:

• Improving store performance by building on current practices, and implementing new procedures to ensure future success.
• To liaise with the reporting Manager on weekly review meetings and take appropriate action in Cluster to influence retail sales
• To deliver results in line with the Balance Score Card
• Responsible for preparing Budget and maintaining the same for the cluster
• Working with Store Managers in identifying key areas of strength, and areas for growth in Cluster, maximising sales spaces and store profitability.

Market Intelligence & Tracking:

• Has to be updated with the current economic trends to formulate and apply it on the stores under this jurisdiction in order to avoid business failures and loss of sales.
• Track competition in the market periodically
• Mapping competition marketing activities at Store level and quickly respond to the same by suggesting appropriate promotions to protect sale

People:

• Mentoring the store managers for store operations.
• Motivating the store managers to excel in their performances.
• To support the development of all branch managers in cluster and ensure they do the same for their teams
• Supporting Store Manager & HR to drive various Retention Programs/ Strategies
• Ensure employees are updated with latest products/ processes through continuous learning

Store Ambience (In-Store Shopping Experience)

• To monitor, support and report back on overall environment within cluster stores; visual merchandising, presentation, cleanliness of stores
• Ensure store lay-out is maintained as defined

Process Compliance

• Ensure all Standard Operating Processes are followed by stores
• Conduct periodic audits of stores to review compliance and take necessary action

Customer Service

• To use customer feedback and ensure a consistent, quality store experience for customers.
• To promote, support execution, monitor and maintain excellent Customer Service standards at all times

• Managing Bangalore Operations of Whirlpool Service by heading 6 District operations,14 Service Partners, 14 Customer Care Officers, Territory Quality & training team, Inventory & Warehouse Management for entire home appliance range

• KPI includes Service & Installation TAT both Customer & Dealer, NPS, Revenue and standard service operations.

• Daily Microsoft Dynamics CRM analysis for call pendency and process corrections for improvement with effective utilization of resources.

• Effective complaint pendency management such that minimum 90% installations are closed within 24 hours & Service complaints are closed within 48 hours.

• Proper meeting & follow up with Customer Care Officers and Service Managers for performance analysis, motivation & scope of improvements.

• Weekly meetings with Service Engineers to analyses the productivity, quality of field work and training if required to improve performance.

• Effective coordination with Factory & branch team to arrest the gaps if any such as inventory, training, financial or quality.

• Inventory management has done in such a way that every service center is equipped with sufficient spares, accessories & essentials on different periods to meet the customer demands to minimize the lead time in closing the job.

• Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.

• • As an Senior Executive Handling Sales and Service Functions of Bangalore and reporting to Manager.
• Ensuring 100% Branch Target which was given by management for Bangalore.
• Establish and maintain good relation with all the sub dealers for smooth operations and customer satisfaction.
• Achieve Service TAT,SalesTarget and AMC target as agreed in SLA.
• Ensure that 100% TAT level is following by every franchisee for better customer satisfaction.
• Enhance role and performance of CSRs
• Enhance Customer interaction and profiling
• Identify Effective innovative customer engagement Activities.
• Providing data to the franchisee and drive AMC & Accessories business
• Increasing the Technician productivity by Continuous training.
• Telecalling random customers for collecting feedback about Technician behaviour and soft skills.
• Conducting Promotion activities like Blood donation camp and apartment wise free Service Campaigns,Tents at any festival activities for better customer attraction and satisfaction.

Reports:

• By sending SKU wise requirement report to HO for maintaining Spares and accessories MSL at warehouse.
• Call load analysis report according SKU wise.(I.e.,Installation,WTY & OW)
• Monthly Service KPI Reports like TAT and Service Norms analysis.
• Promotional activities PPT which will be conducted on occasional days.
• Secondary Tracking report of Partners for wealthy operations.
• Customer Satisfaction feedback PPT(By attaching visited customers feedback and points of improvements in PPT)

• Started as GET at Nagpur continued at Raipur Pune and Left organisation at Chennai.
• • As a Senior Executive managing both OEM service across India& AM service for West region and sales of AM product in OE counters based at Pune reporting to National Service Manager
• Leading in new product development in coordination with HO team and OEM’s
• Managing and conducting Charge Balance study for product development
• Joint signoff with OEMs on new vehicle launch
• Organizing in plant warranty meetings and addressing the issues
• Resolved issues highlight duringService meets at OE dealers
• Obtaining agreement to sell our battery from OE counters
• Liquidating all the available Service battery stocks into OE dealers
• Conducting training program for OE & PL customers and Refresh training to SE
• OEM area offices visits for product and service feedback/ resolving specific issues and rapport building with service managers at OE level and field level
• Dealership mapping and circulating to field team
• Coordination between field & COO for product performance feedback and incoming quality issues
• Newly launched product performance will be monitored and need to be reported in case of any failures and feedback to be given to OEM
• Warehouse stock management like FIFO, controlling old suppliesby checking the PVR report for the storage and scraping the old stocks by conducting meetings once in a month with warehouse team
• Conducting Audit at warehouse
• Maintaining healthiness of chargers and other testing equipments and act as custodian
• Formulate Procurement plan by forecasting and analysing the demand from Franchiseefor replacement purpose through SE
• Analyzing CSI of OEM and taking corrective action

Achievements:

• Reduced rejection ratio PPM from 0.001 to 0.0001
• Improved CSI from 90% to 95% by conducting OEM meets
• Reduction in warranty percentage from 1 % to 0.5 % for OEM batteries
• Achieved Nil NCR during Internal & External Audit
• Improved product performance by changing the fitment model
• 100% FIFO maintained at Warehouse stocks
• Acquired AgreementfromMahindra, Honda, Tata Motorsto sell AM batteries at their dealer