AnikeT VicharE
Panvel
Summary
To obtain a challenging position in a dynamic organization and be an integral part of growth oriented company. To utilize and grow my analytical, research and technical skills in Systems Administration.
Overview
8
8
years of professional experience
Work History
Manager - Field Serivce Delivery
Tata Play
05.2024 - Current
- Ensuring all Customers related objectives such as TAT adherence, Escalation handling and NPS.
- Ensuring maximum incentives to service partners by achieving parameters.
- Maintaining smooth functioning of finance related parameters such as FNF process, RA, stock exposure at service partners.
- Controlling quality parameters such as TG- Audit of installation of Dish, Repeat field repair occurrence, No Fault Found (NFF) of the swap devices.
- Lead sales business initiatives in my territory regarding upselling ax existing customers to ensure revenue output to the organization and partner simultaneously.
- Conducted sales and service partners engagement programs.
- Trained new employees at partners in the repair technical, product and soft skills.
- Proven ability to learn quickly and adapt to new situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Identified issues, analyzed information and provided solutions to problems.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Developed strong communication and organizational skills through working on group projects.
- Delivered services to customer locations within specific timeframes.
Regional Resolution Manager
Reliance Retail
10.2021 - 05.2024
- Developed detailed plans based on broad guidance and direction.
- Ensure resolution to JMD queries and escalations (Forward and return delivery , Refund and retailers commission related).
- Facilitate weekly cadence call with state team and CFT to expedite resolution.
- Create knowledge artifacts for process and SOP's and disseminate to sales and felid team.
- War Rooms Operation to support geography team during new process role out.
- Create and Publish Kapture Dashboard for escalation management.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Branch Service Head (ROM)
Philips India Limited
02.2020 - 10.2021
- Responsible for Rest Of Maharashtra after sales services with 21 ASC and 3 CSE.
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Resolved customer complaints in professional and timely manner.
- Monthly sales team meet with distributors.
Regional Trainer (West)
Bajaj Electricals Limited
12.2018 - 01.2020
- Conducting Training to Engineer, Call coordinator, ASIC, SIC, also to required staff of Bajaj Electricals.
- CRM & Mobile App. Training.
- Call Centre Training.
- Participated in business improvement groups to capture information and feedback for topic delivery and training mandates.
- Developed training modules in CRM to support staff for knowledge-base updates.
- Optimized training curriculum with team exercises, group discussions and lectures.
- Introduced training tutorials to support processes and protocols.
- Created online training module suites to implement into primary training tools for new employees.
- Aided workers with job improvement skills while developing alternative training methods.
Consumer Service Executive (Mumbai Branch)
Philips India Ltd.
09.2017 - 12.2018
- Monitor the service & taking follow-ups for pending calls (Call Audit) to resolve in TAT.
- 0-1 day Mishit.
- Escalation Handling.
- Product Training to the Entire Service team (New Model, Feature, Trouble shooting, and Technical Information etc.).
- Maintained high customer satisfaction standards to meet or exceed targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Technical Support to Branch.
- Conducting ASC Meeting.
- Weekly Branch Critical Audit in ASC to maintain Service Quality.
- RDN Audit.
- Conducting Monthly Meeting with Sales Team & Resolving their issues.
- Monthly visits to Distributors & Dealers for defective products & Dealer Nill BC.
- Warehouse Audit.
- KPI Report.
- Consumer Visit.
- Consumer calling for Service Feedback.
Education
Bachelor of Science - Electronics Engineering
FAMT
Ratnagiri, India05-2017
High School Diploma -
Diploma Pillai's College
Panvel03-2009
Skills
- Customer service
- Complex Problem-solving
- Inventory management
- Verbal and written communication
- Team leadership
- Networking strategies
- Revenue management
- Operations management
- Safety procedures
- Vendor management
Hobbies
Doing Electrical, Electronics and
Mechanical work, Playing Holly ball,
Cricket, Carom, Bike Riding , Driving & Swimming,
Listing Music.
Languages
Marathi
Upper intermediate (B2)
Hindi
Upper intermediate (B2)
English
Upper intermediate (B2)
Interests
Automobiles , Training (Teaching) , Making Solution
Timeline
Manager - Field Serivce Delivery
Tata Play
05.2024 - Current
Regional Resolution Manager
Reliance Retail
10.2021 - 05.2024
Branch Service Head (ROM)
Philips India Limited
02.2020 - 10.2021
Regional Trainer (West)
Bajaj Electricals Limited
12.2018 - 01.2020
Consumer Service Executive (Mumbai Branch)
Philips India Ltd.
09.2017 - 12.2018
Bachelor of Science - Electronics Engineering
FAMT
High School Diploma -
Diploma Pillai's College
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