Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic
Vinay Singh

Vinay Singh

Customer Service Manager
Rohini, New Delhi

Summary

Accomplished and driven Area Manager with experience of coordinating technical and operational activities with Service partners, DSCs and HO. Having a proven track record in developing new initiatives and cultivating effective quality development at a variety of levels. Boasting a impressive track record of working closely with commercial departments such as sales and product management to assist the smooth operational running of a company. Right now looking for a relevant position with a high profile and exciting employer who will appreciate my skills, experience and hard work. Managerial attributes Experienced in the management of a field based team. Ability to work closely with and develop relationships with escalated customers. Improving and developing the knowledge & skills of others. Highly organized with a positive 'can do' attitude. Knowledge of progress monitoring and reporting. Able to handle communications and corporate affairs. Personal attributes Excellent customer facing skills. Disciplined, energetic and results orientated. Having a analytical approach to problem solving. Assertive and confident. Self-starter, who can multi-task in a demanding environment.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Area Service Manager

BSH Home Appliances Group
Delhi
01.2022 - Current
  • Handling Gaggenau Brand cases for North & East India
  • Handling Team of Engineers, CCO & ISP Managers
  • Maintaining Repeat Complaints with Quality output
  • Maintaining In warranty Material Cost
  • Maintaining TAT of All Type of WO’s
  • Process audit for assigned locations to ensure meeting quality standards as per requirement & compliances
  • Monitoring daily performance for Service Centre
  • Processing Refund/ Replacement cases for Specific Repair category products
  • Consignment Stock Audit for the ISP on Monthly basis.

Assistant Manager

Tata Sky
03.2019 - 12.2021
  • Taking care and controlling KPIs of Tata Sky Service centers
  • Amazon OTT Binge/Upgrades upselling
  • Addon /Live TV packs upselling
  • KPI / SLA management (of various delivery units / partners)
  • Provide regular input to keeping our processes in alignment with our service philosophy
  • Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level
  • Speedy and Quality Resolution of Viewing related problems faced by customers(Repeat FR)
  • Input for Capacity Planning and forecasting
  • Acting upon Customer Satisfaction Study reports on a monthly basis and providing necessary input to various delivery teams
  • To audit service centers for abnormalities
  • Handling escalated cases of Tatasky service centers
  • Repeat repair reduction
  • Looking after timely installation and service.

Assistant Manager

Dishtv Infraservices Pvt Ltd
Mumbai
11.2017 - 02.2019
  • Taking care and controlling KPIs of Dishtv Service centers
  • Installation and Field Repair
  • Selection, appointment and continuous management of ISPs
  • KPI / SLA management (of various delivery units / partners)
  • Provide regular input to keeping our processes in alignment with our service philosophy
  • Ensure that SOP is followed for install time and quality Customer Satisfaction
  • Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level
  • Speedy and Quality Resolution of Viewing related problems faced by customers(Repeat FR)
  • Input for Capacity Planning and forecasting
  • Responsible for actual available capacity
  • Acting upon Customer Satisfaction Study reports on a monthly basis and providing necessary input to various delivery teams
  • Handling Team of Field engineers
  • To audit service centers for abnormalities
  • Handling escalated cases of Dishtv service centers
  • Repeat repair reduction
  • Looking after timely installation and service.

Q up Engineer (Team Leader)

Samsung India Electronics pvt Ltd
Pune
07.2015 - 11.2017
  • Responsible coordinating with quality team to enhance quality of Samsung products
  • Overseeing the day-to-day management of the service area technical open call pendency
  • Product quality support and Repeat repair reduction
  • Duties:
  • Taking care and controlling KPIs of Samsung Service centers
  • Handling Team of QUP engineers
  • To provide the required reports by HOD & the management on timely basis
  • To report malfunctioning of newly launched products
  • To attend meetings for CRRR reduction and Abnormality control
  • To audit service centers for abnormalities
  • Handling Quality related escalated cases of service centers
  • Providing quality feedback to HO on day to day basis
  • Repeat repair reduction
  • Looking after high value part consumptions like PBA, Octa, etc
  • DOA reduction by enhancing product quality
  • Investigating technical issues
  • Escalating technical and product quality issues to HO &HQ
  • Proactively developing and reporting new model sensing
  • Maintaining effective control of new model launch and reporting with Zero hour
  • Enhancing EWP process in which given replacements to product quality issue
  • Snapdeal

Customer Experience Executive

11.2013 - 07.2015
  • To Manage a Team of Customer experience executives
  • To work on Zendesk and resolve queries as per the TAT
  • To respond and act on customers inquiries and complaints in accordance to company's Policy & Procedures
  • To ensure all enquiries and complaints (telephone, mail & e-mail) from customers and Point of Sales (POS) counters are attended in a professional, efficient and responsive manner
  • Receiving complains related to customer’s order cycle and product regarding complaints i.e, shipment delay, urgent delivery, refund/ replacement, reverse pick up, partial shipments and reshipment etc
  • By tickets assigned in panel
  • To provide the required reports by HOD & the management on timely basis.

Education

Bachelor of Technology - Electrical, Electronics And Communications Engineering

Uttar Pradesh Technical University
Ghaziabad, India
04.2009 - 03.2013

Skills

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Additional Information

  • Father’ Name- Mr. Shrwan Singh
  • Date of Birth-13 May 1987
  • Marital Status-Married
  • Hobbies- Music , Travelling & Exploring new Places

Timeline

Area Service Manager

BSH Home Appliances Group
01.2022 - Current

Assistant Manager

Tata Sky
03.2019 - 12.2021

Assistant Manager

Dishtv Infraservices Pvt Ltd
11.2017 - 02.2019

Q up Engineer (Team Leader)

Samsung India Electronics pvt Ltd
07.2015 - 11.2017

Customer Experience Executive

11.2013 - 07.2015

Bachelor of Technology - Electrical, Electronics And Communications Engineering

Uttar Pradesh Technical University
04.2009 - 03.2013
Vinay SinghCustomer Service Manager