Urban Jio Point Manager
Reliance Jio Infocomm
Total years of experience :8 years, 11 Months
Reliance Jio Infocomm is the largest telecom company in India. I was leading a team comprises of sales officers and service technicians and drove them to achieve sales and service targets for assigned area. Coordinated with retailers for customer lead generation and drove sales and service team for various promotional activities for lead generation. I was also responsible for after sales service operation and drove service team to achieve KPI targets for smooth home connect activity and for better customer satisfaction. Apart of theses, obtaining NOC from apartments and societies for deployment of optical fiber equipments in their premises was my responsibility.
Managed company owned service center and a team of Service Engineers to lead and monitor after sales service operation and customer service operation of assigned territory.
Acknowledged customer complaints received from walk-in customers or through online medium and resolved complaints. If necessary, escalated customer complaint to the next level for reviewing if the customer is not satisfied with the given resolution and followed up till closure of escalation.
Achieved KPI parameter targets like TAT, Productivity, Customer satisfaction score and Revenue.
Acknowledged and responded to customer inquiry through various channels phone, emails or face to face with walk-in customers.
To review and monitor the Target vs. Achievement on daily basis and resolve pending issues.
Maintained a positive, empathetic and professional attitude toward customers at all times.
Making monthly report for service deliverance to branch management.
Resolved product related warranty and replacement issues with sales team and partners.
• Inventory Management: -
Received all incoming shipments, verified and inspected for conformity to appropriate purchase orders.
Ensured proper stacking, shelving and marking of each line item.
PO and STO generation and dispatching of materials after proper verification and packing and follow up with shipping agency till confirmation of GR (Goods received).
Controlled inventory levels by conducting physical counts; reconciled with data storage system.
Responsible for indenting, rotation of surplus stock and key decisions about stock control
Prepared inventories for deliveries and shipping. Tracked and ensured deliveries are received.
Ensured the spares support required for pending service calls in SAP/CRM.
Monitored MSL at service location and fulfilled the requirement.
Maintained books and records of inventories, PO, STO, shipment and all-important data.
• Office Administration: -
Recorded& maintained all documents pertaining to Daily Service Report, Stock Reports, Product replacements, Attendance report, Assets record
Cross-checked and maintained the record of service report, Money Receipt, Battery replacement.
Kept stock of office supplies and placed orders when necessary.
• Revenue Achievement: -
Consistently achieved revenue targets through AMC (Annual Maintenance Contract) sales, Battery charger billing to distributers and out of warranty repair charge collection.
J D Services is Samsung’s major service partner and provides after sales services for Samsung’s home appliances, audio visual and IT products.
Ensured pending customer complaint call closure and monitoring of variance analysis report for pending >24 hours complaint calls. Co-ordinated with front office for timely closure of customer complaint call within company’s set criteria to achieve KPI targets.
Obtained data/feedback from front office and field engineers and update in Samsung CRM system to close service complaints.
Looked after the store and inventory and ensured stock accuracy physically and in system. PO and RMA document generation and Dispatching of materials and follow up till G/R.
Monitoring of MSL of spare parts at the service location and fulfilling the requirement.
Looked after the store and inventory and ensure stock accuracy physically and in the system. PO and RMA document generation and Dispatching of materials and follow up till G/R.
Field complaints audit by customer calling for ensuring accuracy in Technician’s feedback, spare consumption and service charge collection.
Maintained general office files and record including job files, inventory files, and other files related to the company’s operations.
Data Entry
I passed in all subjects in the first attempt. Subjects were, Botany, Zoology, Chemistry, Office Management, Marketing.