Vice President & Head of Customer Service at AVI Renewable Energy Pvt Ltd

New Delhi, Delhi, India
18K followers 500+ connections

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About

Hello, I am a seasoned Customer Experience Leader, boasting an extensive track record in multi-location, multi-product environments across diverse industries. My expertise spans Consumer Durables, Home Appliances, DTH, Telecom, and Telematics, affording me a profound understanding of these sectors.

My capabilities encompass service turnaround, digital transformation, service process re-engineering, supply chain optimization, cost management, and service revenue enhancement. Moreover, I possess cross-functional acumen in product deployment, continuous improvement, and adept project management skills. My experience equips me to navigate even the most intricate and challenging business scenarios.

Recognized for my proactive, process-driven, customer-centric, adaptive, entrepreneurial, and dynamic leadership style, I excel at conceiving innovative solutions and delivering successful outcomes. My career journey includes collaborations with prominent multinational corporations and leading Indian conglomerates, ranging from startups to established entities on growth trajectories.

My market segment expertise extends to D2C, B2C, B2B and B2G landscapes, spanning both urban and rural markets across India. My domain knowledge encompasses customer experience optimization, channel management, service strategy formulation, cutting-edge contact center technologies, service marketing and revenue generation, strategic solution selling, efficient supply chain management, and adept project execution.

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Experience

  • AVI Renewable Energy Pvt Ltd Graphic

    Vice President & Head of Customer Service

    AVI Renewable Energy Pvt Ltd

    - Present 1 year 7 months

    Delhi, India

    Customer Complaint Management: Ensure all complaints are resolved within the specified TAT. Maintain transparency by tracking resolved and open cases.

    Feedback & Improvement: Collect customer feedback and coordinate with technical teams to continuously enhance service quality.

    Contract Compliance: Ensure all after-sales services adhere to AMC and contractual obligations, with safety policies and standards in place.

    Cost & Spare Parts Management: Conduct regular stock…

    Customer Complaint Management: Ensure all complaints are resolved within the specified TAT. Maintain transparency by tracking resolved and open cases.

    Feedback & Improvement: Collect customer feedback and coordinate with technical teams to continuously enhance service quality.

    Contract Compliance: Ensure all after-sales services adhere to AMC and contractual obligations, with safety policies and standards in place.

    Cost & Spare Parts Management: Conduct regular stock audits, forecast spare part requirements, and optimize service delivery costs. Ensure timely insurance claims and monitor related expenses.

    Digital & Operational Efficiency: Implement digital initiatives for operational efficiency, manage manpower deployment, and oversee reverse logistics for warranty claims.

    Supplier & Franchise Management: Formulate service agreements with suppliers and franchises, ensuring compliance with AMCs and overseeing out-of-warranty services.

    Team Leadership: Build and lead a high-performing service team, setting KRAs and KPIs, while fostering a culture of continuous improvement.

    Government Liaison & Branding: Ensure effective communication with government bodies and enhance the company's reputation through excellent customer service.

  • Hindware Home Innovation Limited Graphic

    Regional Service Manager

    Hindware Home Innovation Limited

    - 2 years 1 month

    Gurugram, Haryana, India

    Customer Satisfaction: Measure customer satisfaction levels through surveys, feedback, and ratings to ensure that the services provided meet or exceed customer expectations.

    Service Level Agreement (SLA) Compliance: Monitor and ensure that the regional service team meets the agreed-upon SLAs, including response times, resolution times, and service quality.

    Service Quality: Assess the quality of service delivery by tracking metrics such as first-time fix rate, customer complaints…

    Customer Satisfaction: Measure customer satisfaction levels through surveys, feedback, and ratings to ensure that the services provided meet or exceed customer expectations.

    Service Level Agreement (SLA) Compliance: Monitor and ensure that the regional service team meets the agreed-upon SLAs, including response times, resolution times, and service quality.

    Service Quality: Assess the quality of service delivery by tracking metrics such as first-time fix rate, customer complaints, repeat service visits, and overall service performance.

    Team Performance: Evaluate the performance of your service team, including metrics like average resolution time, customer satisfaction scores, productivity, and adherence to company policies and procedures.

    Revenue Generation: Track the regional service team's contribution to revenue generation through activities such as upselling, cross-selling, contract renewals, and customer retention.

    Cost Management: Monitor and control service-related costs, including field service expenses, spare parts utilization, inventory management, and resource allocation, to ensure efficiency and cost-effectiveness.

    Employee Engagement and Development: Measure and promote employee satisfaction, engagement, and development within your team through metrics like employee retention, training completion rates, and performance reviews.

    Service Contract Performance: Monitor the performance of service contracts, including contract renewal rates, contract profitability, and contract compliance, to maximize revenue and customer satisfaction.

    Service Response Time: Measure the average time it takes for the service team to respond to customer requests or incidents, aiming for prompt and efficient response times.

    Service Efficiency: Assess the efficiency of service operations by tracking metrics such as service request backlog, service utilization rates, resource allocation, and overall service productivity.

  • Intex Technologies (India) Ltd. Graphic

    DGM - Customer Service (Head - Service Operations)

    Intex Technologies (India) Ltd.

    - 9 months

    New Delhi

    Service Targets Achievement: Measured and analyzed the percentage of service targets achieved, including response and resolution times, and customer satisfaction ratings.

    Spares Management for Franchise/Vendor: Monitored and optimized spare parts management for franchises/vendors, ensuring effective inventory control and timely delivery.

    Revenue Generation from Cross/Accessories Sales: Tracked revenue from cross/accessory product sales to existing customers.

    Call Management…

    Service Targets Achievement: Measured and analyzed the percentage of service targets achieved, including response and resolution times, and customer satisfaction ratings.

    Spares Management for Franchise/Vendor: Monitored and optimized spare parts management for franchises/vendors, ensuring effective inventory control and timely delivery.

    Revenue Generation from Cross/Accessories Sales: Tracked revenue from cross/accessory product sales to existing customers.

    Call Management Verification: Measured turnaround times for closing service calls, ensuring efficient resolution.

    Data/Service KPIs Analysis: Analyzed key performance indicators related to service data weekly, including response times and customer satisfaction.

    Training Arrangement for Field Engineers & Staff: Developed training programs to enhance the skills of field engineers and staff.

    Meetings with Dealers & Distributors: Conducted regular meetings with dealers and distributors to address service support and pending issues.

    Customer Satisfaction: Monitored and improved customer satisfaction by resolving grievances and addressing queries.

    Liaison with Factory for Packing List: Facilitated communication with the factory regarding packing lists, ensuring accuracy.

    Monthly Claims Verification: Verified claims submitted by service franchises/vendors to ensure adherence to company policies.

    Service P&L Responsibility: Managed the profit and loss for the PAN India Service Division, developing schemes to drive revenue and profitability.

  • Livpure Private Limited

    Livpure Private Limited

    3 years 8 months

    • Livpure Private Limited Graphic

      Zonal Service Manager

      Livpure Private Limited

      - 2 years 8 months

      Delhi, India

    • Livpure Private Limited Graphic

      Branch Service Manager

      Livpure Private Limited

      - 1 year 1 month

      Gurgaon, Haryana, India

      Customer Satisfaction Rating: Measure the overall satisfaction of customers with the service provided by the Zonal Service team. This can be obtained through customer surveys, feedback forms, or online reviews.

      Service Response Time: Monitor the average time taken by the Zonal Service Team to respond to customer service requests or complaints. This metric helps ensure timely support and resolution.

      First-Time Fix Rate: Measure the percentage of service requests or complaints that…

      Customer Satisfaction Rating: Measure the overall satisfaction of customers with the service provided by the Zonal Service team. This can be obtained through customer surveys, feedback forms, or online reviews.

      Service Response Time: Monitor the average time taken by the Zonal Service Team to respond to customer service requests or complaints. This metric helps ensure timely support and resolution.

      First-Time Fix Rate: Measure the percentage of service requests or complaints that are resolved successfully during the first visit by the service technician. This KPI indicates the team's technical competence and ability to provide effective solutions promptly.

      Service Revenue Generation: Monitor the revenue generated through service contracts, spare parts sales, and value-added services provided by the Zonal Service Team. This KPI reflects the team's contribution to the company's overall revenue growth.

      Service Cost Management: Track and optimize the cost of service operations, including spare parts inventory, technician travel expenses, and operational expenses.

      Technician Utilization: Measure the percentage of time that service technicians spend on actual service activities versus non-productive tasks, such as travel or administrative work. This KPI indicates the team's productivity and resource allocation efficiency.

      Training and Development: Monitor the number of training programs conducted for service technicians and staff members within the Zone.

      Service Escalation Rate: Track the number of service requests or complaints that escalate to higher management or require intervention beyond the zonal service team. This KPI helps identify areas for improvement and the need for additional support or resources.

      Team Performance and Efficiency: Evaluate the overall performance and efficiency of the zonal service team, including metrics such as customer feedback, service quality audits, and adherence to company policies and procedures.

  • Claro Energy

    Claro Energy

    2 years 1 month

    • Claro Energy Graphic

      Head - Customer Service

      Claro Energy

      - 1 year 1 month

      Delhi, India

    • Claro Energy Private Limited Graphic

      Manager - Customer Support (National Operation)

      Claro Energy Private Limited

      - 1 year

      New Delhi Area, India

      Mission and Strategy Alignment: Develop a clear mission statement and deploy strategies aligned with building a customer-oriented organization.

      Customer Satisfaction: Improve the customer service experience, create engaged customers, and facilitate organic growth by consistently meeting or exceeding customer satisfaction targets.

      Service Procedures and Standards: Develop service procedures, policies, and standards to ensure consistent and high-quality customer service…

      Mission and Strategy Alignment: Develop a clear mission statement and deploy strategies aligned with building a customer-oriented organization.

      Customer Satisfaction: Improve the customer service experience, create engaged customers, and facilitate organic growth by consistently meeting or exceeding customer satisfaction targets.

      Service Procedures and Standards: Develop service procedures, policies, and standards to ensure consistent and high-quality customer service delivery.

      Data Analysis and Reporting: Analyze statistics, compile accurate reports, and communicate key insights to identify areas for improvement and measure performance against targets.

      Industry Best Practices: Stay ahead of industry developments, benchmark against best practices, and apply relevant improvements to enhance customer service.

      Resource Management: Control resources and utilize assets effectively to achieve qualitative and quantitative targets while adhering to the approved budget.

      Financial Objectives: Meet customer service financial objectives by forecasting requirements, preparing budgets, monitoring expenditures, analyzing variances, and initiating corrective actions.

      Customer Service Requirements: Determine customer service requirements by maintaining customer contact, conducting surveys, visiting operational environments, forming focus groups, and benchmarking best practices.

      Process Improvement: Improve customer service quality results by studying, evaluating, and redesigning processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing necessary changes.

      Monetization and Profitability: Perform analytics on customer data, evaluate avenues for monetization, and aim to make the customer service department a profit center.

      Fault/Complaint Analysis: Perform analysis of fault/complaint data and provide inputs to procurement and execution teams for continuous improvement.

  • Tata Sky Ltd

    Tata Sky Ltd

    1 year 10 months

    • Tata Sky Ltd Graphic

      Assistant Manager - Field Service Delivery

      Tata Sky Ltd

      - 1 year 1 month

      Agra, Uttar Pradesh, India

    • Tata Sky Ltd Graphic

      Senior Area Service Incharge

      Tata Sky Ltd

      - 10 months

      Agra

      Identifying prospects for the service franchisee.
      Ensuring the implementation of proper infrastructure and adherence to other norms across the service network.

      Ensuring comprehensive training for all staff within the service network to meet the expected job requirements.

      Conducting field audits in collaboration with franchisee staff.

      Auditing the service network and franchisees on defined parameters.

      Addressing any deviations found during the audit…

      Identifying prospects for the service franchisee.
      Ensuring the implementation of proper infrastructure and adherence to other norms across the service network.

      Ensuring comprehensive training for all staff within the service network to meet the expected job requirements.

      Conducting field audits in collaboration with franchisee staff.

      Auditing the service network and franchisees on defined parameters.

      Addressing any deviations found during the audit process.

      Visiting customers to conduct audits on the quality of work performed by the service franchisees.
      Ensuring customer satisfaction by promptly attending to 100% of customer calls.

      Monitoring Turnaround Time (TAT) and other Service Level Agreements (SLAs) related to migrations, premium FR, upgrades, and relocations.
      Establishing and maintaining strong trade relationships by meeting with top retailers (Sambandh Dealers) and Distribution Sales (DS) representatives in the territory.

      Monthly reconciliation of ODU/MDU/CPEs supplied to the service franchisee/service network in accordance with activations and other defined norms.

      Ensuring flawless MDU installations for hotels and client satisfaction

  • Symphony Limited Graphic

    Branch Service Incharge

    Symphony Limited

    - 2 years

    Lucknow, Uttar Pradesh, India

    Oversee the day-to-day service operations of a designated zone, specifically focusing on Air Cooler repair and service.

    Ensure the efficient operation of service activities within a large hybrid partner environment, adhering to the defined Service Level Agreements (SLAs).

    Maintain timely availability of spare parts among all service partners and ensure proper Maintenance Stock Level (MSL) management.

    Identify and onboard new service partners swiftly, aligning them with the…

    Oversee the day-to-day service operations of a designated zone, specifically focusing on Air Cooler repair and service.

    Ensure the efficient operation of service activities within a large hybrid partner environment, adhering to the defined Service Level Agreements (SLAs).

    Maintain timely availability of spare parts among all service partners and ensure proper Maintenance Stock Level (MSL) management.

    Identify and onboard new service partners swiftly, aligning them with the established processes.

    Report product quality failures to the quality control team promptly for immediate corrective actions.

    Manage the process of appointing Authorized Service Providers (ASPs), allocating customer complaints to ASPs, preparing ASP claims, and sending them to the Head Office (HO).

    Oversee the monthly payment process for ASPs and manage the ASP Defective Credit process in coordination with the Commercial Department.

    Facilitate the spare parts indent process to ensure timely availability of required components.

  • Videocon D2H ( Bharat Business Channel Limited )- Mumbai Graphic

    Executive - Customer Service

    Videocon D2H ( Bharat Business Channel Limited )- Mumbai

    - 2 years

    Lucknow, Uttar Pradesh, India

    Managing both the Direct Team and Channel partners.

    Ensuring the productivity and performance of the Direct Team.

    Ensuring high levels of customer satisfaction.

    Maintaining strong relationships with dealers and distributors, and providing them with the best possible solutions.

    Implementing effective strategies for subscriber acquisition and retention.

    Monitoring and maintaining Turnaround Time (TAT) for installations and Field Reports (FRs), as well as…

    Managing both the Direct Team and Channel partners.

    Ensuring the productivity and performance of the Direct Team.

    Ensuring high levels of customer satisfaction.

    Maintaining strong relationships with dealers and distributors, and providing them with the best possible solutions.

    Implementing effective strategies for subscriber acquisition and retention.

    Monitoring and maintaining Turnaround Time (TAT) for installations and Field Reports (FRs), as well as handling Customer Application Forms (CAFs).

    Ensuring a wide and deep coverage of Sales Force (SF) and Sales Support Distribution (SSD).

    Efficiently managing day-to-day operations.

  • Tata Teleservices Ltd Graphic

    Executive - Customer Service Delivery

    Tata Teleservices Ltd

    - 1 year 8 months

    Lucknow Area, India

    Subscriber Acquisition and Retention.

    Ensuring compliance with Turnaround Time (TAT) and managing Customer Application Forms (CAFs).

    Administering service schemes.

    Efficiently managing day-to-day operations.

    Handling after-sales service, including the resolution of activation issues and addressing escalations.

    Managing the EVD (Electronic Voucher Distribution) portal for the entire circle, including EVD reversals and mappings.

    Maintaining strong…

    Subscriber Acquisition and Retention.

    Ensuring compliance with Turnaround Time (TAT) and managing Customer Application Forms (CAFs).

    Administering service schemes.

    Efficiently managing day-to-day operations.

    Handling after-sales service, including the resolution of activation issues and addressing escalations.

    Managing the EVD (Electronic Voucher Distribution) portal for the entire circle, including EVD reversals and mappings.

    Maintaining strong relationships with dealers and distributors, and providing them with the best possible solutions

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