Vinith Kumar S

• Oversee field service operations across Karnataka & Andhra Pradesh, ensuring smooth, efficient, and timely pickups of electronic products like mobiles, TVs, PlayStations, cameras, washing machines, and refrigerators. Focus on optimizing Pickups, improving service efficiency, and delivering top-tier customer satisfaction while maintaining KPIs and TAT

• Lead a team of field service technicians, providing guidance coaching, and support to achieve service targets and objectives

• Handling company given two states franchise vendors of 50 maintain positive relationships with them visiting filed their locations, providing guidance solve they problems

• Prepare regular reports on field service performance, including key metrics, challenges, and improvement strategies

• Focus on delivering exceptional customer service and resolving service issues promptly to enhance customer satisfaction

• Controlling fail leads, reschedule leads & Reducing During of pickup fraud activities

• Implement quality control processes to maintain service standards and adhere to company policies and guidelines

• Ensure a high level of customer satisfaction by resolving service issues promptly and professionally

• Identify training needs and provide skill development opportunities for service teams

• Handling customers escalations and follow up with pickups

• Assignment of deals at the start of the day and the deals which are confirmed by CS team for the respective day.
• Coordinating with FE's for Ad-hoc queries.
• Working for the escalation's raised by CS Team, and close them.
• Whatsapp group to be monitored for fast and easy resolution of queries.
• Instant response on whatsapp group for all queries raised in on-ground operation's.
• Validation of Device Bills provided by the customer at the time of pickup; ID Proof's shared by FE's on whatsapp group.

• Worked directly with customers to develop a sustained relationship and to ensure continued satisfaction by providing accurate and timely processing of orders from input through delivery.
• Handled incoming questions from the clients.
• Maintained goals by meeting customer satisfaction, call times and upgrading of services.
• Addressed customers inquiries and ensured customers were directed to correct department to resolve issues if needed.
• Kept detailed notes on each call, including company, contact, date, time and topics discussed.
• Provided feedback of the customers to the management for improving the services.
• Ensured proper follow-up on customer requests ensuring complete customer satisfaction.
• Communicate with all departments to ensure orders are processed accurately.