T G MURALI MOHAN
Hyderabad
Summary
Driven customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with external and internal stakeholders. Proven team management skills combined with an expertise knowledge of the customer service industry.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Area Service Manager
B/S/H/ Household Appliances Mfg. Pvt. Ltd.
08.2023 - Current
- Driving team of 11 people for successful management of Hyderabad Built-In (Bosch, Siemens and Gaggenau) service operations.
- Driving authorized Installation and repair service partners in Hyderabad and upcountry area to deliver service parameters like response time, turnaround time as per company goals.
- Technically expert in appliances like Hood, Hob, Refrigerator, Washing machine, Dishwasher and coffee machines.
- Providing technical training to inhouse engineers to enhance technical expertise and problem resolving skills.
- Ensuring high level of customer satisfaction through prompt resolution of service issue and maintaining NPS scores.
- Conducting regular audits and inspection at service partners to ensuring there is no deviation in protocols.
- Managing Account receivables to ensure timely payments from service partners and customers.
- Oversee spare parts inventory and logistics to ensure availability.
- Set performance targets to team and service partners and support to achieve business objectives.
- Managing and driving aftersales revenue and margin, achieving 10 Lakhs per month.
- Managing and driving Additional warranty coverage and warranty conversion per month, achieving 20 Lakhs.
- Driving product spares revenue on monthly basis achieving more than 10 lakhs per month.
- Implemented data-driven decision-making processes to analyze technician productivity and optimize work schedules accordingly.
Sr. Service Engineer
B/S/H/ Household Appliances Mfg. Pvt. Ltd.
09.2011 - 07.2023
- As a senior engineer with expertise in premium appliance brands such as Bosch, Siemens, and Gaggenau, I have been entrusted with the responsibility of overseeing all installations, demonstrations, and services related to these brands.
- My specific focus lies in handling the premium Gaggenau appliances, ensuring that they are installed correctly and efficiently.
- I take pride in delivering exceptional service and support to high net-worth customers who own these appliances.
- Additionally, I serve as a technical coordinator, overseeing and supervising our internal service partners (ISP) to ensure seamless operations and efficient service delivery.
- I troubleshoot and diagnose technical issues that may arise, promptly providing effective solutions to minimize downtime of the product.
- Working closely with customers, I strive to understand their unique needs and requirements, delivering personalized and high-quality service.
- Handled multiple prestigious projects for esteemed clients such as Prestige Group, Embassy Group, Brigade Group.
- To maintain efficient operations, I meticulously maintain and update technical documentation, including comprehensive service reports and a well-managed spare parts inventory. This enables me to streamline processes and enhance overall service quality.
Junior Electrician
Balaji Electricals
04.2006 - 08.2011
- Assisting the senior electricians in the projects.
Education
Diploma in Electrical & Electronics Engineering -
Vidya Bharati Institute of Management and Technology
01.2001 - 01.2003
ITI in Electrician - undefined
S.S.I.T.I
01.1996 - 01.1998
Secondary School Certificate - undefined
S.V.P Junior College
Skills
- Team leadership
- Client relationship management
- Goal-oriented approach
- Analytical problem-solving skills
- Expertise in built-in and free-standing appliances
Timeline
Area Service Manager
B/S/H/ Household Appliances Mfg. Pvt. Ltd.
08.2023 - Current
Sr. Service Engineer
B/S/H/ Household Appliances Mfg. Pvt. Ltd.
09.2011 - 07.2023
Junior Electrician
Balaji Electricals
04.2006 - 08.2011
Diploma in Electrical & Electronics Engineering -
Vidya Bharati Institute of Management and Technology
01.2001 - 01.2003
ITI in Electrician - undefined
S.S.I.T.I
01.1996 - 01.1998
Secondary School Certificate - undefined
S.V.P Junior College
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