VINAY KUMAR SAHU

• Currently handling Surat branch (South & Central Gujrat territory) for Service Operation.
• Managing 03 LGCM, 02 ASM, 01 CCO, 04 TSCs and 01 CFA directly with 03 LGCs & 20 partners.
• Managing call volume of average 32K per month with peak of 48K.
• Launched 02 new LGCs and increased owned network from 32% to 58% with 200+ Engineers.
• Succeeded in maintaining stable and performing Service Franchisee network resulted top performance.
• Driving key KPIs with SPEED, QUALITY, SATISFACTION and REVENUE.
• Developed Network by appointing ESCs & LGCs at key and critical places.
• To handle and to own the complete On-boarding process for new channel partner.
• To work in coordination with commercial team for FnF of closed partners within 90 days.
• Achieving AMCs over 40 Million INR per year along with Accessory Sales 2 Million INR per year.
• Managing Consumer Forum Cases, MD Escalations, and Dealer defectives for trade satisfaction.
• Managing Service WH operation. Timely replacement, liquidating of old units etc.
• Technical TSCs product category wise, giving support on technical ground to field staff.
• Managing Service Vehicles for Delivery of Parts, Replacement Units on time and with Speed.
• To build effective working relationships within cross functional teams to achieve business goals.
• Build aligned and energised team. Together taken branch to Top rank in PAN India.

• Handled South Gujrat territory with 05 ASIs & 22 partners with 22K call volume/month.
• Earlier Managed Pune City with 06 ASIs & 20 ISPs for 2 years with over 35K call volume/month.
• Building new & Managing MDU buildings (above 3500 in Pune & 1400 in South Gujrat) for RnM work.
• Forecasting required Manpower and ensuring availability and Training for smooth operation.
• To drive and to ensure 4 Hrs Installation & Repair TAT, Relocation TAT as per KPIs.
• Ensuring Quality of work thru Field Audits and Repeat analysis within 30 days after Installation/Repair.
• To drive customer centricity to ensure customer delight measured by C-SAT & NPS score.
• To drive HD Upgrade and other Business Initiatives for revenue. No1 since last 1.5 years in upgrades.
• Ensuring ROI of partners every month and to do re-alignment in case of exigency.
• To ensure compliance on Process Audit, Field Audit, Stock Audit, Installer Audit, ISP Audit.
• To manage both Fresh & faulty stock to ensure availability and smooth rotation.

• Managing team of 15 ASE, 3 CRCs as directly & 68 Partners to manage Service operation in MP.
• Handling the Active customer Base of more than 5 Lac with call volume over 20000 per month.
• To ensure proper Infrastructure at each partner for smooth operation and for proper Audit.
• To build Service network for upcountry by identification, training, engagement of local engineers (FLs).
• To drive and to ensure 4 Hrs Installation & Repair TAT at SF location and 24hrs TAT at Rural territories.
• To drive customer centricity to ensure customer delight measured by C-SAT score (Top 2 Box).
• To drive HD Conversion on Service complaints to increase HD customer base.
• To handle and manage B2B accounts from Installation to Continuous Service and regular recharges.

• Handling 5 Territory Service Managers (TSMs) functionally and administratively.
• Managing 1 Zonal Retention (ZRM), 1 QC Engineer and 25 SSD for over 10K call load per month.
• To manage Speed of Installation, SR SLA, GART, CoPC and to control on Repeat SR and SR within 30 days.
• Driving HD Upgrade, Upselling, and Annual Recharge Pack thru Service Engineers / partners.
• To manage Churn and to optimise churn bucket efficiency thru Retention agency handled by ZRM.
• To manage complete lifecycle of a customer from on boarding customer to CPE Recovery from churn base.
• To monitor and minimising ZRC, NSC & ORC cases (Zero Recharge, Non-Starter & One recharge Churn).
• To monitor recharge revenue and recharge availability across geography to reduce churn.
• Monitoring Net Promoter Score (NPS) which shows the overall customer satisfaction of the circle.
• Driving Filed Engineers and Free Lancers engagement programmes.

• Coordination with 15 TSMs functionally and 2 QC Engineer for Service operation for DTH in circle.
• Managing Base of 4 Lac Active customers with Call volume of more than 24K.
• Handling STBs repair centres and to manage Repairing TAT and Quality of repairing.
• Trainings to New Joiners in customer service at Circle on all processes, policies and KPIs.
• Completed Satellite Migration project as 1st circle and within the timeframe.
promotion to handle new profile.
• Complete management & recruitment of Field Service.
• Managing Active Customer Base of 90K with 7000+ Call load.
• To carry out Installation & Activation activity in the territory with in SLA limit.
• Handing 4 direct reportees functionally and administratively and 17 SSDs for managing service.
• To manage complete lifecycle of a subscriber Installation-Activation-Recharge-Retention-CPE Recovery.

• To manage 9 Dish Care Centre (DCC) for 18 districts of M.P.
• To manage centralised In warranty Repair centre of MP and to ensure repairing of hardware in TAT.
• Training to New joinees at the Regional office, DCC staff, Installers on Technical, Soft and on Web working.

• Appointed Service Franchises at all major locations of MP and to carry out all service requirements.
• Managed spares inventory and monitoring spares consumption also to restrict defective stock generation.
• To check and control quality of manufactured product at factory. Franchisee