Virendra Pandey
- 1. RESUME Virendra Pandey Email:- virendrapandey2008@yahoo.com CAREER OBJECTIVE: A position in a good organization, which is providing me opportunities for my professional growth, where my strong communication, technical and organization skill will improve and that response my caliber and reward hard. SCHOLASTICS Diploma in Electronics &Telecommunication from NIM, (National Institute of Management) Indore in 2005-2008. B.Com. from Barkatullah University, Bhopal in 2000-2002. IT Skills: Conversant with MS Word, MS Excel, MS PowerPoint, SEIBEL,WFM,CRM & Internet Application. Total Experience:- More than 14 years experience, in Service industries and consumer electronics & Appliances/ DTH at different positions, with major span spent in handling Operational. AREAS OF EXPERTISE Sales Service Operations Managing service/maintenance operations with focus on implementing policies and procedures; developing / streamlining systems. Adhering to service / maintenance procedures with focus on optimizing operational effectiveness of equipment and reducing breakdowns / downtime to minimum. Maintaining relationships with the key decision-makers in the target organizations to generate revenues through VAS/AMC/Upgrades. Monitoring post service activities like follow up with customers, service reminders, etc. Developing and ensuring customer satisfaction by maintaining excellent TAT for delivery & standard service quality norms. Operations Management Hold Responsibility for Customer service. Ensured prompt and accurate resolution to customer queries and complaints. Ensured prompt replacement of products that did not meet consumer expectations. Analysis & manage the service centre/Manpower cost. Ensuring timely audit the quality of Installation on customer premises and aware ness of the product update to AH and ISP. Addressing & resolved the customer complaint thru field engineer within a SLA. Customer Relationship Management: Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms. Attending to customers’ complaints and undertaking steps for effectively resolving them. Interacting with the customers to gather their feedback regarding the product satisfaction. Team Management Recruiting, mentoring, training and development of the field functionaries to ensure the sales /service and operational efficiency. Creating and sustaining a dynamic environment, imparting training to team members that fosters development opportunities and motivates high performance amongst team members. To built the team confidence thru motivational activity, Performance appreciation, to reduce the manpower attrition. Mentored direct and indirect teams through formal training and on-job training to enhance their technical and service skills and process compliance. Ensured safe and comfortable work environment for Team. Spare parts Management To Analysis the Avg. part consumption & set the spare parts MSL for each service centers/Engineers to reduce the part pending calls & deliver the fast service. To monitor the defective material movement for fast replacement from Circle store. Arrange the spares from other locations to provide the fast service. Monitor the manpower productivity to control the cost. Mob. No. 9755557434
- 2. Cost Management Monitor the transportation cost. Monitor for revenue leakage to enhance the revenue. Monitor the general expenses to reduce the cost. Manage the manpower placement as per call load. Analysis the per call expenses to control the cost. Revenue Management Generate the revenue thru VPC . Service Revenue. Through Part selling.(Remotes & cable etc.) Through VAS & Long term recharge. Additional attributes As per Head office recommendation I have done the audits of Punjab,Chandigarh, Circle’s service centers, to implement/improve the service performance with standard format for highlighted points, Basic hygiene, Service operation, & revenue performance. EMPLOYMENT SCAN Y Since June’2011 till continue, at Videocon D2H.as a (Cluster head for Customer support) based at Bhopal & responsible for after sales service operations of Bhopal Cluster. (Bhopal,Sagar,Satna,Rewa,Singroli,Jabalpur,Narsinghpur,Gwalior,) Job profile: To manage the all service issue/FR/Customer Retention, To manage the 6 ASH 105 field engineers & 10 coordinators for customer service. To generate the revenue through field eng.through AMC,Spare billing. To build the customer confidence through resolve the complaint within SLA. To increase the ARPU thru long term recharge &VAS. To improve the performance thru monthly review & motivational activity. To distribute the target week/month/Qtr wise to Co. AH CS & ISPs. To provide the better service/Recharge PIN code wise against Active Customer base. To manage the MSL for spares to deliver the instant customer Service. To manage the 12 DSCs cost, thru productivity & manpower management. PREVIOUS EXPERIENCE Since Sep’08 to 30 may 2011 at ,Sun Direct TV Pvt. Ltd., Indore Technical Manager (MP & CG Territory) Job profile: To manage the all service Operations, SSD payments, trainings for MPCG. Managing the 8 team Technical Executive & 5 back office & 56 channel partners in entire MPCG.. Responsible for the service performance of the entire Circle Successfully handled OTA (Over the Air) during in technical snag in 2009. Actively involved in Satellite Migration. Introduced Service Camp for customer retention. Conducted technical training in M.P. CG. Prepared a plan for customer retention. Jan’07-Aug’08 Dish TV India Limited as a Service Executive for MP (Bhopal Gwalior Territory) Job profile: To manage the customer complaint thru service franchisees, Training Camp District wise. Ensuring Customer satisfaction with SSD management Conducting Customer & Sales Partner visit to improve the Service Quality. To improve the satisfaction level of Trade thru Service quality & good relation. Jan’06-Jan’07Macotax Consultants Pvt. Ltd. (Videocon) as a Area Service In charge based at(Bhopal) Job profile: Responsible for CE/HA service activity for Bhopal,Sagar,H.bad. Co-ordination with the franchise in order to ensure proper and efficient service. Review Service Level and warranty claims Jointly responsible for the defective generation to Branch sales Team generation and jointly accountable for clearing the defective stock status with WH. Oct’04-Jan’06Tyche Peripheral System Ltd. As a Sr. Service Engineer (Based at Bhopal Branch Office) Job Profile: Attend the field complaints of Note counting, Billing machine for Bhopal region. Manage/ Provide the Note counting, Billing machine, Note bundling machine repairing & installation.
- 3. Nov 2000-Oct’04 ADONIS India Ltd. (Onida) Sr. Service Engineer CE/HA (Based Bhopal) Job profile: To attend & resolve the customers & Dlrs. complaint . Ensuring customer satisfaction. Responsible for achieving AMC /Revenue target.. Maintain SLA for Set Repair & Demonstration of the customer. Promoted all the products of the company by delivering good services to the customers . HOBBIES: Listening:- Slow music. Playing:- Cricket & chess. Strength: - Team Management. Father’s Name – - Late Shri G. S. Pandey Date of Birth – 22nd Jan, 1978 Local Address – Virendra Pandey Flat no. 401 Opal Siddhi saffron city Danish kunj Kolar road Bhopal MP. Marital Status – Married Language Known – English & Hindi Sex – Male Virendra Pandey