Vignesh Dhayalan
Bangalore
Summary
Dedicated customer service manager with 9 years of experience in Customer service. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.
Overview
11
11
years of professional experience
Work History
Team Leader
One Assist Consumer Solutions Pvt Ltd
03.2025 - Current
- Oversee end-to-end extended warranty service operations for consumer durables across dual states (Kerala & Karnataka)
- Manage partnerships and service coordination with major e-commerce clients including Flipkart, Amazon, and RFLR (Retail Franchise) partners such as Nandilath & Venus and similar retailers
- Handle high-volume consumer durable warranty calls and escalations, ensuring timely resolution and customer satisfaction
- Coordinate with field service teams to ensure adherence to service level agreements (SLAs)
- Monitor and track warranty claim processing, settlements, and customer feedback
- Develop and maintain relationships with retail and franchise partners
- Prepare periodic reports on service performance, call metrics, and customer satisfaction scores
- Ensure compliance with warranty terms and organizational policies
- Audit the performance, Inventory obtained with sources, RMA & defective spare of the partners
- Address customer complaints and partner concerns with systematic resolution mechanisms
- Maintain inventory of service parts and coordinate logistics for timely parts availability
- Drive customer satisfaction and net promoter score (NPS) improvements through service quality enhancement
- Successfully managing service operations across two states with diverse client portfolios
- Building strong partner relationships with major retail franchise chains
- Maintaining high customer satisfaction ratings in extended warranty services
- Monitoring the call closing TAT as per KPI
Area Service Manager
GEECELL Innovations Pvt Ltd
09.2024 - 02.2025
- Maintained detailed records of all service calls, enabling accurate tracking of trends and areas for improvement
- Monitoring the call closing TAT as per KPI
- Cultivated partnerships with vendors, negotiating favorable pricing on equipment purchases and parts orders
- Optimized parts inventory management to minimize costs while ensuring availability for urgent repairs
- Coordinated training programs for technicians, keeping the team up to date on the latest equipment technologies and best practices
- Streamlined processes in service Operations for Mobiles
- Improved & maintained customer satisfaction
- Monitored the entire TN Operations
- Handled internal & external complaints & escalation
- Formulate and implement customer service policies and procedures
- Determine customer service requirements through surveys, focus groups and bench marking best practices
Area Service Manager
3S Touch Service Solutions Pvt Ltd
Bangalore
07.2023 - 09.2024
- Being Area Service Manager responsible for handling Multiband service operations
- Dealing with Philips (Personal Care) & Wonder chef (Kitchen Appliances) Brands service operations of 2 states (Karnataka & Kerala)
- Handling Experience on more than 30 Service Partners based in Karnataka & Kerala
- Capability to Maintain Zero Escalation with best customer handling experiences to give immediate solution to customers
- Good Experience to handling training to Service partners as well Field employees
- Ability to handle Branch operations Roll
- Good handling experience with channel partners like Distributor & Dealers and customer support
- Control market complaints & customer relationship
- Ability to Handling Multi Brand Servicing
- Currently looking for better opportunity in Tamil Nadu or Karnataka region, Willing to Join Immediately
- Experience in Stock audit & Spare parts Managements
Service Coordinator
F1 Info Solutions & Services Private Limited
Bangalore
01.2023 - 07.2023
- Energetic, results-oriented Service Coordinator eager to bring strong skills to a growing company need of top-level support
- Excellent organization, communication, and relationship-building skills
- Reliable and friendly professional work with little oversight and collaborate in team environments
Senior Sales Associate (TL)
Reliance Digital Retail Ltd
Bangalore
09.2016 - 01.2023
- Establishing short / long term budgets in tune with the corporate strategies for achieving business targets
- Foster an environment in Which guests enjoy high levels of service and employees are motivated to deliver top performance
- Manage front-end operations to ensure friendly and efficient transactions at checkout
- Business planning and analysis for assessment of revenue potential in business opportunities
- Daily stock Auditing with the system reports, store stock fulfillment as per the store sale requirement, keeping all store stock responsibility
- And keeping the records of store promotional activity and stock Identify and address development needs
- Planning targets, monitoring numbers and achieving the targets on a daily, weekly & monthly basis in adherence to the pre-set standards
- Monitoring retail KPIs Rcp and Attachments as per monthly target
- Rcp achievements above 3% and Attachments achievements Above 6%
- Revenue generation, solution selling, RCP and Attachments
- Every Month Target Achievements in Sale of Connection 90 to 100%
- Preparation of Store reports & MIS
- Store Assets auditing
- Keeping all records of store assets in soft copy
- Analyze data to identify strategies for improvement of service and productivity
Customer Service Representative
Reliance Digital Retail Ltd
Bangalore
06.2015 - 05.2016
- Serviced existing customer accounts and improved customer retention by 90%
- Tracked customer interactions from order through billing
- Performed efficient troubleshooting of account issues
- Established comprehensive customer data base
- Recommended improvements in service procedures
- Trained new recruits
Education
BCA -
Alagappa University
Ambur04.2022
Bachelor of Arts: BA - History
Tamil University
Ambur04.2020
Diploma of Higher Education: DECE -
KAR Polytechnic College
Ambur04.2015
Hindu Higher Sec School - Maths, Biology
Hindu Higher Sec School
Karumbur03.2012
Skills
- Customer Service Management
- Complaint Handling & Resolution
- Retail Operations Management
- Customer Satisfaction Enhancement
- Front-End Supervision
- Cashing & Billing
- SAP Inventory
- Material management
- Order Fulfillment
- MS-office Package
- CRM software
- Billing POS Handling
- OS installation in Laptops/Recovery
- Technical writing Skill
- Communication skills
- Data collection and analysis
- Problem analysis and problem solving
- Decision-making
- Planning and organizing
- Presentation skills
- Stress tolerance
- Service auditing
- Service-orientated
- Technical support knowledge
- Logistics coordination
- Staff recruitment and retention
- Service operations
- SOP adherence
Hobbies and Interests
- Playing cricket
- Reading books
Disclaimer
I hereby declare that the above information is true to the best of my knowledge and belief.
Languages
- Tamil
- Telugu
- English
- Kannada
- Hindi
Contact
+91 9626254658, vigneshkopa777@gmail.com
Personal Information
- Father's Name: Dhayalan V
- Date of Birth: 03/19/94
- Nationality: Indian
- Marital Status: Married
Timeline
Team Leader
One Assist Consumer Solutions Pvt Ltd
03.2025 - Current
Area Service Manager
GEECELL Innovations Pvt Ltd
09.2024 - 02.2025
Area Service Manager
3S Touch Service Solutions Pvt Ltd
07.2023 - 09.2024
Service Coordinator
F1 Info Solutions & Services Private Limited
01.2023 - 07.2023
Senior Sales Associate (TL)
Reliance Digital Retail Ltd
09.2016 - 01.2023
Customer Service Representative
Reliance Digital Retail Ltd
06.2015 - 05.2016
BCA -
Alagappa University
Bachelor of Arts: BA - History
Tamil University
Diploma of Higher Education: DECE -
KAR Polytechnic College
Hindu Higher Sec School - Maths, Biology
Hindu Higher Sec School