Upakul Medhi

Result-oriented professional, targeting assignments in Operations & Service Management and Project Management with an organization of high repute in FMCG, Manufacturing, Consulting, Pharmaceuticals, IT/ITES and Telecom industry.

• Heading the Service Team for managing the breakdown & preventive maintenance of automatic coffee vending machines
• Administering the inventory management and demand forecasting of the spare parts
• Upgradation of vending machines from touch-based to touchless /Wi-Fi enabled systems
• Creating incidents on the system for each maintenance request received
• Leading the MIS Team for the ERP report updation, service parameter changes, report statistics generation, performance matrices and so on
• Managing both forward and reverse logistics for the region
• Supervising the installation and commissioning activities
• Providing resolution of service escalations requests received from the key accounts & clients
• Maintaining contact with clients to obtain customer feedback regarding the rendered service quality
• Building and establishing excellent work relationship with clients to facilitate increased patronage and revenue
• Developing and implementing strategies effective for ensuring a satisfied clientele and increased returns
• Recruiting, training, motivating and leading the team; ensuring maximum retention of Service Technicians and Junior Executives
• Conducting data analysis for resource and inventory optimization and sharing the same with the senior management
• Working with the Sales Team for specific interventions on customer retention
• Monitoring overall cost management of the region and also developing future cost minimization strategies
• Ensuring compliance with all general company and regulatory policies for executing job responsibilities by the service team

• Alcatel Lucent Managed Solutions India Pvt. Ltd., Guwahati, Assam, Assistant Manager (Telecommunications-O&M), 07/08, 01/14, Acknowledged for achieving the key targets for the EMF Survey Project for the Guwahati region in 2011
• Ericsson India Pvt. Ltd., Guwahati, Assam, Field Maintenance Engineer (Telecommunications), 06/07, 07/08
• IBM Indian Pvt. Ltd., Bengaluru, Karnataka, Remote Support Specialist, 05/06, 06/07, Consistently recognized for achieving 100% quality & customer satisfaction levels by IBM US internal users during 2006-2007, Achieved more than 90% FTF (First-time-fix) numbers for the remote technical support issues consistently during 2006-2007

Certifications:

(1) Six Sigma Green Belt certified

(2) ANIIT Software Engineering