Vivek Babar
Mumbai
Summary
Seasoned Service Manager adept in streamlining operations across various sectors, with a flair for pioneering initiatives and forging robust partnerships at all levels. Eager to bring my expertise to a dynamic team at a prestigious company. Accomplished and driven service manager with experience of coordinating operational and service activities in a wide range of industries and sectors. Having a proven track record in developing new initiatives and cultivating effective relationships both internally and externally at a variety of levels. Boasting an 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.
Overview
19
19
years of professional experience
Work History
Branch Manager
Bakku Endo India Pvt Ltd
11.2023 - Current
- Led Mumbai branch operations
- Managed 20+ engineer team
- Streamlined laptop service calls.
Sr. Manager - Customer Service (Consultant)
Accuspeed Solutions Private LTD
01.2022 - 10.2023
- Managed end-to-end claim process for Bajaj HHP & Mobile products
- Led a 12-member call center team & coordinated with field engineers for efficient service
- Oversaw spare parts orders & maintained a 3-day repair TAT to meet KPI targets
- Conducted daily team calls to align on targets & monitored customer satisfaction for service excellence.
Regional Service Manager
WEST-INNOCOM
07.2018 - 06.2021
- Ensured top-notch service docs, upholding service quality standards
- Led team with zeal, fostering motivation and guidance
- Cultivated and sustained client relations, boosting operational success
- Managed KPIs effectively, ensuring ASC/ASM/State Manager targets met
- Travelled for audits and sales, enhancing field engagement and compliance
- Kept account and contract info current, maintaining accuracy and relevance
- Resolved technical issues, ensuring high service reliability and satisfaction
- Recorded service times and costs, optimizing job costing and invoicing
- Escalated operational issues, securing senior management intervention
- Grew key accounts, securing customer loyalty and business development
- Controlled expenses, conducting regular financial and budget reviews
- Ensured timely debt collection, improving cash flow and reducing arrears
- Contributed to customer service policy, enhancing service standards
- Monitored payment terms compliance, safeguarding contracted revenues
- Diligently followed up on issues, ensuring complete resolution.
Sr. Manager - Support/Refurb/L-3 In-charge
Appsdaily Solution Pvt Ltd
06.2013 - 06.2016
- Resolved customer issues, ensuring satisfaction within set guidelines
- Appointed 400+ cashless service centers across India for efficient service
- Managed timely AC installations and home appliance repairs by field engineers
- Drove sales of extended warranties and insurance products through service teams
- Oversaw end-to-end L3/L4 repairs for mobiles and home appliances, enhancing process efficiency
- Handled customer escalations and retention, improving key performance indicators
- Ensured process compliance at Refurb centers, monitoring parts procurement and store processes
- Led Technical Review Committee, optimizing repair planning and resource utilization
- Managed TAT, revenue, COGS, and business targets, fostering continuous team improvement
- Compiled daily, monthly, and annual parts transaction reports, overseeing 12,000+ monthly repairs.
Mobile Repairing Technician
Nokia India Pvt Ltd
01.2010 - 03.2013
- Drove swap recommendations for Nokia, enhancing customer satisfaction
- Resolved escalations within 3-day TAT, ensuring service excellence
- Managed spare parts logistics for service franchises, optimizing operations
- Delivered daily MIS reports, supporting regional strategic decisions.
Service Executive
FLY MOBILE IN MUMBAI
02.2007 - 09.2010
- Expertly repaired Fly mobiles at level 3, ensuring high-quality service
- Managed swap recommendations and effectively handled HQ escalations
- Stepped in for call coordinators, enhancing customer service experience
- Oversaw service network's spare parts orders and inventory management.
Technical Support Engineer
Aakanksha Electronics, Nokia Care
04.2005 - 02.2007
- Resolving issues in customer's mobile to get high customer satisfaction
- Troubleshooting –Software / Hardware solutions
- Handling escalation of customer issues with different levels of support
- Configuration of software in PC
- Working experience in L4 Platform.
Education
MBA - Marketing & Operations
Karnataka Open Univercity
01.2017
Diploma in Mobile software & hardware -
Jetking Institute
Mumbai, India01.2005
Skills
- Reduction (Complexity)
- Auditing
- Troubleshooting (Problem Solving)
- Automation
- Wireless Access Point
- Coordinating
- Customer Service
- Communications
- Planning
Timeline
Branch Manager
Bakku Endo India Pvt Ltd
11.2023 - Current
Sr. Manager - Customer Service (Consultant)
Accuspeed Solutions Private LTD
01.2022 - 10.2023
Regional Service Manager
WEST-INNOCOM
07.2018 - 06.2021
Sr. Manager - Support/Refurb/L-3 In-charge
Appsdaily Solution Pvt Ltd
06.2013 - 06.2016
Mobile Repairing Technician
Nokia India Pvt Ltd
01.2010 - 03.2013
Service Executive
FLY MOBILE IN MUMBAI
02.2007 - 09.2010
Technical Support Engineer
Aakanksha Electronics, Nokia Care
04.2005 - 02.2007
MBA - Marketing & Operations
Karnataka Open Univercity
Diploma in Mobile software & hardware -
Jetking Institute
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