TARUN CHAUHAn
Gurgaon
Summary
With 18 years of extensive experience as a Senior Customer Service and Operations Executive, I excel in strategizing for operational excellence and spearheading service enablement initiatives. My passion is bridging customer needs with technical solutions, fostering both team and project success. Renowned for enhancing customer experiences and improving operational efficiencies, I aim to leverage my unique skill set to achieve the highest levels of operational excellence and customer satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Enablement Manager - North & West India
Fenesta Building Systems, A Unit of DCM Shriram Ltd
Gurgaon
04.2022 - Current
- Oversee a team of 80+ customer service Engineers and managers, ensuring high levels of customer satisfaction and operational efficiency.
- Develop and implement customer service strategies and operational plans to meet organizational goals i.e. Customer Satisfaction and Loyalty.
- Develop and establish New Processes, Drive existing process improvements, introduction of automation tools, reducing NVAs by 30% and improve productivity by 20% resulting in improved CSI scores.
- Creates strategies for improving customer service levels in line with business objectives.
- Created monthly reports for senior management summarizing operational performance metrics and Live Dashboards for better on ground performance visibility.
- Provides direction, support and guidance to team members in order to facilitate the achievement of departmental goals.
- Identify training needs within the team and arranged appropriate development activities accordingly.
- Analyze the customer feedback data on a regular basis to identify trends or potential issues relating to service delivery.
- Monitors the performance of service staff by establishing a system of reports and communications involving customers, colleagues and senior management.
- Leverages leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Coordinates cross-departmental efforts to swiftly resolve customer issues and elevate service processes.
- Ensures the compliance with health and safety regulations relating to customer service operations.
Head Customer Service - North
Fenesta Building Systems, A Unit of DCM Shriram Ltd
Gurgaon
11.2015 - 03.2022
- Spearheaded day-to-day operations of the customer service department in the North Zone, prioritizing enhanced service delivery and operational efficiency.
- Managed and provided guidance to a team of 20+ customer service engineers, ensuring strict adherence to service standards and operational protocols.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Deputy Manager - Project Execution
HNI Corp India Ltd
Gurgaon
08.2012 - 10.2015
- Monitored daily operations and ensured compliance with company policies and regulations.
- Coordinated with other departments to ensure smooth functioning of activities.
- Developed strategies for improving customer service standards within the organization.
- Created processes for handling customer complaints effectively.
- Developed Service Infrastructure to support Sales growth
Sr. Executive - Projects
Godrej & Boyce Mfg Co Ltd
10.2008 - 07.2012
- Project Management and Site Execution along with revenue Generation and Dealer Management.
- Managed multiple projects simultaneously, meeting tight deadlines and milestones
- Negotiated contracts with vendors to maximize cost savings while maintaining quality standards.
Team Member - Production
Jay Bharat Maruti Ltd
Faridabad
07.2006 - 10.2008
- Developed and implemented processes to ensure efficient shift operations.
- Monitored inventory levels and ordered materials as needed to maintain production operations.
- Ensured safety regulations were followed by all personnel in the production area.
- Maintained accurate records of daily production activities.
Education
Bachelor of Technology - Mechanical Engineering
JSS Academy of Technical Education
Noida06-2006
Intermediate - Science Education
Birla Senior Secondary School
Pilani05-2001
High School - Science Education
Birla Senior Secondary School
Pilani05-1999
Skills
- Customer Service
- Operations Management
- Excellent Communication
- Relationship Building
- Analytical Thinking
- Computer Skills
- Problem-solving aptitude
- Business Analysis and Reporting
- Managing Operations and Efficiency
- Teamwork and Collaboration
- Work Planning and Prioritization
- Customer Relationship Management
- Employee Coaching and Mentoring
- Team building
- Policy Implementation
- Process Improvement
- Business Administration
- Business Development
- Performance Management
- Strategic Planning
- Staff Training and Development
- Project Management
- Customer Relationship Management (CRM)
- Analytical Skills
- Cross-functional team management
- Staff Development
Affiliations
- I love Travelling and Listening music
Languages
Hindi
First Language
English
Advanced (C1)
C1
Accomplishments
- Have received best Service manager Award in 2021 by taking my zone to win the best zone in Service operations.
Certification
- Six Sigma Green Belt Certified
- Certified ISO Internal Auditor
Timeline
Service Enablement Manager - North & West India
Fenesta Building Systems, A Unit of DCM Shriram Ltd
04.2022 - Current
Head Customer Service - North
Fenesta Building Systems, A Unit of DCM Shriram Ltd
11.2015 - 03.2022
Deputy Manager - Project Execution
HNI Corp India Ltd
08.2012 - 10.2015
Sr. Executive - Projects
Godrej & Boyce Mfg Co Ltd
10.2008 - 07.2012
Team Member - Production
Jay Bharat Maruti Ltd
07.2006 - 10.2008
Bachelor of Technology - Mechanical Engineering
JSS Academy of Technical Education
Intermediate - Science Education
Birla Senior Secondary School
High School - Science Education
Birla Senior Secondary School
- Six Sigma Green Belt Certified
- Certified ISO Internal Auditor
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