VISHAL SEHGAL
New Delhi
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Service Manager
Reliance Retail Ltd.
10.2022 - Current
- Handling Service Operations (Monitor open call and Maintain- and control Service Center Tracking Logs) Push Daily activities to all Franchisee to meet their Targets
- Daily Monitoring Franchise Wise Re registered calls & analyzed the reasons
- Fulfill all Technical Training needs / Soft skill requirements to reduce the Re registered percentage
- Daily Monitoring & Solving the Escalations comes from HO
- Responsible for making Performance repots depending upon various Parameters fixed according to the SLA & KPI`s of the concerned Franchise
- Accountable for the bills raised by the Service provider in Lieu of the Services provided by them
- Managing All Dealer, Distributors & Modern Trade Stock or Escalation.
Area Service Manager
Onsite Electro Services Pvt Ltd.
03.2020 - 09.2022
- To monitor number of total calls received in a day and ensure that all pendency are completed as per TAT
- Daily review open pending calls with service center
- To monitor the repeat/re-open & costing ratio of the service center
- To work on HO , dealers escalations calls & also on social media escalations
- To monitor & guide the service franchise to maintain NPS score
- To monitor the spare parts consumption by service center
- To ensure that genuine spare parts are used at the Service center location
- To achieve the highest levels of customer satisfaction through the promptness in complaint handling
- Responsible for giving the soft skills & NPS training to the service technicians
- Create and manage a Service Center network to provide excellent after-sales service to the customers
- Products handle – Air Conditioner ,Refrigerator ,Washing Machine , Television , Audio System , Microwave , Water Purifier , Geyser ETC
Asst. Manager-FTTH
Reliance India Ltd.
10.2018 - 03.2020
- Highly Skilled in installing , disconnecting and repairing FTTH services for individual customer and corporate settings
- Ensuring that all inquiries are deal with accurately , timely and professionally
- Preparing month end order report for senior managers
- Ensure resolution of customer complaints in the assigned territory within target to time
- Monitoring work process of third party contractors
- Getting building permissions to convert near RFS buildings to RFS ready
- Ensuring sales and service officers are well trained and equipped with right framework to generate enough leads to achieve targets.
Area Service Head
Havells India Limited (Div.-Lloyd)
05.2017 - 10.2018
- Co-ordination with every Service Center and Customer
- Communicate The Performance of The Service Center in The Monthly Review Meeting Organized by ZSH & BSH Also Provide feedback And Suggestions required to improve the operations more effective & helps in achieving our Goals
- Surprise visits to Service Centers/Dealers/Customer Place to get quality of service render to customer
- Ensure resolution of customer complaints in the assigned territory within target time
- Interact with Local Dealers And Distributors
- Service Centers Evaluation- As per HAVELLS Requirements and Guidelines
- Tacking Care Customer and Dealer sets Replacement and Refund.
Area Service Head
Lloyd Electronic & Engineering Limited
01.2015 - 05.2017
- Co-ordination with every Service Center and Customer
- Handling And Resolving Customer Complaints, Or Special Orders Via mail Or Phone
- Communicate The Performance of The Service Center in The Monthly Review Meeting Organized by ZSH & BSH Also Provide feedback And Suggestions required to improve the operations more effective & helps in achieving our Goals
- Surprise visits to Service Centers/Dealers/Customer Place to get quality of service render to customer
- Ensure resolution of customer complaints in the assigned territory within target time
- Interact with Local Dealers And Distributors
- Service Centers Evaluation- As per LLOYD Requirements and Guidelines
- Send the daily Escalated customer’s report by mail in Branch
Service Coordinator- Customer Support
Sharp Business systems India limited
08.2012 - 01.2015
- To ensure customer satisfaction for entire assigned area and product, and avoid escalation of issues
- To ensure satisfaction of Dealer network in assigned area for better sales output and Company goodwill
- Taking escalations for resolving critical issues, ensuring that areas of concern are worked upon for improved service levels
- To ensure quality of service provided by company owned service center and franchisee through timely audit, and feedback provided by customers and Dealers
- Responsible for smooth lining Franchisee operation through timely presentment and payment of Bill and ensure timely availability of Spare parts
- Motivate and manage field team of service center
- Provide technical training to Franchisee’s technicians on new arrival of product
- Interacting with customers, providing information in answer to inquires about products, accounts, and services
- Successfully handled all public relations issues
- Provided support to the sales team, ensuring all sales and service objectives were met
- Assisted in the training of new customer service representatives and associates
- Tacking Care Customer and Dealer sets Replacement and Refund
Supervisor (Customer Support)
Samsung India Electronic Pvt. Ltd.
11.2010 - 05.2012
- Managed a team of 10 customer service Engineer in a multi-base operation
- Escalation and follow-up of cases requiring further action
- Feedback & reporting of calls from Engg
- Work with the support team to ensure service level requirements are exceeded
- Work with customers to ensure that contractual service expectations are exceeded
- Maintains purchase order for spare parts required for calls as well as stock level
- Achievement of monthly targets given by company
Education
MASTER OF BUSINESS ADMINISTRATION - Production and Operation Management
MD University Rohtak
BACHELOR IN COMM. -
MD University Rohtak
SENIOR SECONDARY CERTIFICATE - Comm.
01.2007
HIGHER SECONDARY CERTIFICATE -
01.2004
Skills
- KPI Monitoring
- Continuous Improvement
- Goal Setting
- Managing Operations and Efficiency
- Team Leadership
Languages
HINDI: Expert (Read, Write, Speak)
ENGLISH: Expert (Read, Write, Speak)
Computer Skill
- BASIC OPERATION
- Operating System - Windows-95, 98, 2000 & XP, Vista
- MS OFFICE
- GSPN & GCIC
- ECRM
Permanent Address
H.N.1589/30 Shree nagarColony, Rohtak, Haryana, 124001
Personal Information
- Father's Name: Late Sh.Madan Lal Sehgal
- Date of Birth: 10/27/88
- Gender: Male
- Marital Status: Married
Qualities
Hardworking, Sincerity, punctuality
Hobbies and Interests
Listening music
Timeline
Service Manager
Reliance Retail Ltd.
10.2022 - Current
Area Service Manager
Onsite Electro Services Pvt Ltd.
03.2020 - 09.2022
Asst. Manager-FTTH
Reliance India Ltd.
10.2018 - 03.2020
Area Service Head
Havells India Limited (Div.-Lloyd)
05.2017 - 10.2018
Area Service Head
Lloyd Electronic & Engineering Limited
01.2015 - 05.2017
Service Coordinator- Customer Support
Sharp Business systems India limited
08.2012 - 01.2015
Supervisor (Customer Support)
Samsung India Electronic Pvt. Ltd.
11.2010 - 05.2012
MASTER OF BUSINESS ADMINISTRATION - Production and Operation Management
MD University Rohtak
BACHELOR IN COMM. -
MD University Rohtak
SENIOR SECONDARY CERTIFICATE - Comm.
HIGHER SECONDARY CERTIFICATE -
Similar Profiles
RAJESH SINGH CHAUHANRAJESH SINGH CHAUHAN
Branch Manager at Reliance Retail Ltd.Branch Manager at Reliance Retail Ltd.
SHISHIR BHALSHISHIR BHAL
Area Loss Prevention Manager at Reliance Retail Ltd.Area Loss Prevention Manager at Reliance Retail Ltd.
Abhishek SAbhishek S
Assistant Manager (F&V Category Regional Operations-West) at Reliance Retail Ltd.Assistant Manager (F&V Category Regional Operations-West) at Reliance Retail Ltd.
Linson K. C.Linson K. C.
Category manager at Reliance Retail Ltd.Category manager at Reliance Retail Ltd.
Manvendra KumarManvendra Kumar
Manager- Finance & Costing at Genpact India Private LimitedManager- Finance & Costing at Genpact India Private Limited