Head - Customer Service & Support
Messer Cutting Systems India Ltd
Total des années d'expérience :15 years, 2 Mois
• Products: Thermal Cutting Machines, Gas Manufacturer
• Team Size handled - 44 (7 Direct Reporting and 37 second level reporting)
• KPIs - Service Speed (Response Time 4 Hrs & 24Hrs TAT), Service Quality (Repeat, Cancellation, Call Audit & Analysis, CDI, Escalation). Warranty Cost reduction, Value kaizen and Continuous Improvement, Installation Management and Quality, Training and Development, Retention (60% Retention on overall asset population, CRI), Freezing yearly budget and monitor the usage, Customer Survey and Satisfaction Management. Key Achievements: Developed and implemented customer feedback system, resulting in a 27% increase in customer retention and a 13% increase in upsell opportunities. Collaborated with cross-functional teams to develop and implement a proactive customer service strategy, resulting in a 15% increase in customer loyalty and repeat business. Streamlined and automated customer service processes, resulting in a 23% reduction in operational costs and increased scalability. Developed and monitored customer service metrics, resulting in a 14% improvement in first call resolution and a 5% increase in overall customer satisfaction. Led a team in managing a high volume of customer inquiries, achieving a 90% customer satisfaction rating and exceeding departmental goals by 15%.
Key Customers - Railway power cars, Industrial OEMs, PG, Govt. Sectors
• Driving various KPIs including Service Speed (Response Time 4 Hrs. & 24Hrs TAT), Service Quality ( Repeat, Cancellation, Call Audit & Analysis, CDI, Escalation), Revenue (Primary Spares Sales 100Crs, Secondary Spares Sale 120Crs & AMC 12000 Per Annum), Vendor Management (Service vendor profit, ROE, Cost per call, Manpower Mapping w.r.t call load and PINCODE, Re structuring), Service Load ( 18000 Per Month with 40% post Warranty, Labor per call Audit, Fake closure Audit) Retention (60% Retention on overall asset population, CRI) Steering service operations of South India and Andaman Key Achievements:
• Improved NPS score, CSAT by achieving low machine downtime & CES by effective Installation planning.
• Turning insights into marketing and product development needs are either directly tackled by this team, or influence future product roadmaps of other parts of the organization.
• Achieved 29% of customer retention on AMC and 44% of retention over Post Warranty customized packaged services.
• Achieved Spares sales (Secondary) and reached 129Crs in Fy223 by achieving 21% of re captured noncustomers.
• Maintained team connection by conduct service training, quarterly review and celebrations on each achievement.
• Recommending updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Managing end-to-end workshop / service operations including resource planning & management and support for equipment troubleshooting, deployment, installation, commissioning & servicing
• Performing preventive & breakdown maintenance repair and overhauling of DG sets; performed MTTR for all repair/service activities.
• Conducting inspections; troubleshot issues using electronic tool with the help of KOEL in site & in-power software
• Introduced and applied effective PINCODE and population wise Manpower mapping to daily tasks to improve efficiency and productivity of 2. 1 job per day
• Acquired over 100 Service Engineers through direct on campus recruitment and taken initiatives to train them as per companys requirements and also participated in designing an online evaluation of Engineers.
• Initiated Extended Warranty for Industrial Engines (BSIII and above) and improved Industrial retention of 17% in FY212
• Conferred as best Zonal Manager for Best overall performance twice and 1 time for best vendor management with 90% profit centers
Products Handled - Batteries, UPS, Solar Applications & Home Electrical Team Size - 12 Direct Subordinates, 28 Second Level Subordinates, 565 3rd Level Subordinates Customer Base handled - 1, 29, 000 (Sale date to 5 years active customers Key Achievements:
• Proved as a successful Manager with effective team building during Pandemic - COVID period with 0 Attrition.
• Continuously improved Service parameters and reduced machine downtime by effective Installation and on time Preventive visits.
• Succeeded in continuous improvement of many projects like Manpower Mapping, Auto Call allocation, Revenue Generation, Critical Issues Resolution, Restructuring and Team
· Imparted training to employees on proper procedures and strategies to improve productivity. (Per day productivity)
· Slashed Overhead cost by 29% by reducing Inventory value and Introduced BPR System in all Branches based on the consumption.
· Initiated per call revenue and improved service revenue almost 36% in 1 year.
Conferred as Best Manager 5 times, best Branch / state in Service quality and revenue 6 times.
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