Experience as

• Employer

• From

  02 October 2012

• To

  31 January 2015

• Detail

  * Managed a network of 100+ employees at Branch, Franchises and Contract Workshops to streamline Customer Services operations across 25+ cities for a range of Home Appliances including Refrigerators (R134a and R600a) and Air Conditioners (R22 and R410a).
  * Executed an error-free online Data Feeding CRM System of consumer complaints, populating a comprehensive database of growing Customer Bank with increasing number of repeated-customer.
  * Created customized Dashboards and Reports in SalesForce CRM system as well as MS Excel based reports for better monitoring of pending or delayed customer?s issues.
  * Planned and arranged technical training programs for staff and effectively developed customer-oriented environment by improving soft-skills as well as place ambiance.
  * Carried out corrective and preventive measures to improve quality of services, proposed and implemented a number of plans for a Model Customer Caring Environment.
  * Implemented SOP and ensured compliance, held sales service interactions and meetings for better customer and dealers? satisfaction, regularly visiting Sale Dealers, Franchises and Contract Workshops across cities.
  * Achieved monthly benchmarks of KPI?s including Customer Satisfaction, Timely Completion of Complaints and Cash Sale targets of Spare Parts by pointing out grey areas of individuals through data reporting utilizing CRM and ERP suites.
  * Collaborated with Quality Control department to ensure high quality of products by identifying and rectifying parts with higher failure rates. Maintained documentation and records along with generating analysis reports for higher management.
  * Ensured availability and maintenance of tools at Workshops and with Field Technicians as per policy. Liaised with customers and dealers to ensure smooth execution of workflow processes; ensured standardized store keeping, while planning and controlling budgets including warranty cost reduction.