Nilesh Gupta
Service Trainer
Mumbai
Summary
Seasoned professional with a strong foundation as a Team Leader in after-sales services for small appliances. Seeking to further leverage my expertise in team management, customer service, and training development to enhance employee performance and contribute to the company's growth and customer satisfaction.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Service Trainer
TTK Prestige Ltd.
Mumbai
09.2024 - Current
- Designed and conducted technical and soft skills training programs for technicians & other team members to improve service delivery efficiency and customer handling skills.
- Developed a detailed Technician Skill Matrix through on-site evaluations, customer visits, and observations to identify training needs and enhance technical expertise.
- Delivered on-the-job training (OJT) during field visits to bridge knowledge gaps and align service practices with company standards.
- Provided actionable quality feedback to the QC team by analyzing customer complaints, testing products in lab conditions, and documenting findings using the FFB form.
- Coordinated with technicians and team leaders to identify recurring issues, such as repeated product failure or performance inefficiencies in product design, and escalated findings to the QC and PD team for resolution.
- Reviewed and corrected mapping data for products and spare parts to streamline inventory and service operations.
- Conducted data corrections and educated technicians on proper call closure processes in the Servitium CRM mobile app, ensuring accurate selection of Symptom Codes, Defect Codes, and Repair Actions.
- Led service team in the absence of ASM & ASE, providing guidance to technicians and team leaders to achieve first-time resolution.
- Collaborated with HODs, Zonal Trainers, and technicians to discuss field observations, plan resolutions, and develop strategies for continuous service improvement.
Team Leader
TTK Prestige Ltd.
08.2023 - Current
- Led a team of after-sales service technicians of ASCs & RSC technicians, providing guidance, training, and motivation to ensure high performance
- Conducted regular team meetings to review performance, address issues, and set goals for ASCs & RSC technicians
- Handled escalated customer complaints, ensuring prompt and effective resolution to maintain high customer satisfaction
- Developed and implemented strategies to enhance customer service processes and improve overall service quality
- Oversaw day-to-day operations of the after-sales service team, ensuring timely and accurate resolution of service requests
- Coordinated with other departments to ensure seamless service delivery and customer support
- Monitored and analyzed service performance metrics to identify areas for improvement
- Prepared and presented detailed reports to senior management on service activities, performance, and improvement initiatives
- Managed the allocation of resources, including technicians and tools, to ensure optimal service delivery
- Continuously reviewed service processes and incorporated industry trends to improve service delivery
- Ensured compliance with company policies and industry regulations in all service operations
- Maintained accurate and up-to-date records of service activities and customer interactions
Customer Relationship Executive
SS Enterprises (ASC Bajaj Electricals Ltd.)
11.2020 - 07.2023
- Led a team of after-sales service technicians of ASCs, providing guidance, training, and motivation to ensure high performance
- Handled escalated customer complaints, ensuring prompt and effective resolution to maintain high customer satisfaction
- Developed and implemented strategies to enhance customer service processes and improve overall service quality
- Monitored and analyzed service performance metrics to identify areas for improvement
- Continuously reviewed service processes and incorporated industry trends to improve service delivery
- Managed the allocation of resources, including technicians and tools, to ensure optimal service delivery
- Ensured compliance with company policies and industry regulations in all service operations
- Oversaw inventory management of spare parts and service tools to ensure availability and readiness
- Maintained accurate and up-to-date records of service activities and customer interactions
Production Manager
Movie'ing Moments
05.2019 - 02.2020
- In my role as a Production Manager, I oversaw the entire production process, from pre-shoot planning to post-production
- Led a talented team of photographers, videographers, and editors to ensure that every project is executed flawlessly and meets the highest standards of quality
- Engaged with clients to understand their vision and requirements
- Planned and scheduled shoots, ensuring all logistics are in place
- Oversaw post-production editing to deliver polished final products
- Managed project budgets and timelines effectively
- Solved problems quickly and efficiently to keep projects on track
Customer Relationship Executive
Hirai Enterprises (ASC Bajaj Electricals Ltd.)
05.2017 - 04.2019
- Managed customer inquiries and complaints regarding small appliances
- Processed service requests and ensured timely resolution by coordinating with technical team to address and resolve service issues
- Provided detailed product information and after-sales support to customers
- Developed and maintained positive relationships with customers
- Conducted follow-up calls to ensure customer satisfaction post-service
- Maintained accurate records of service requests and resolutions
- Prepared regular reports on service performance and customer feedback
Education
Bachelor of Science - Information Technology
Lala Lajpatrai College of Commerce & Economics
Mumbai 04.2001 -
Skills
Tactical Communication Abilities
Teamwork and Leadership
Customer Relationship Management
Team Management
Time management
Problem Solving
Analytical skills
Analytical skills
Timeline
Service Trainer
TTK Prestige Ltd.
09.2024 - Current
Team Leader
TTK Prestige Ltd.
08.2023 - Current
Customer Relationship Executive
SS Enterprises (ASC Bajaj Electricals Ltd.)
11.2020 - 07.2023
Production Manager
Movie'ing Moments
05.2019 - 02.2020
Customer Relationship Executive
Hirai Enterprises (ASC Bajaj Electricals Ltd.)
05.2017 - 04.2019
Bachelor of Science - Information Technology
Lala Lajpatrai College of Commerce & Economics
04.2001 -