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Definition of Reputation Credits
pavan kumar
Customer service supervisor with almost 11+ years of experience in customer service function.Maintain a good understanding of customer needs and expectations and handles all customer complaints or concerns appropriately and in a timely manner to ensure customer satisfaction. Providing Technical support to Channel partners, customers and sales representatives. People management skills, Ability to perform well as an individual as well as in a team. Good communication skills Ability to impart training on processes and service management .Working knowledge of service CRM,NPS, CES, CSAT, and FCR. Excel, Power point presentation
Supervisor Customer service
Mumbai, IN
[email protected]
Work Experience
DESIGNATION, Team lead Supervisor, Technical Helpdesk, May 2010 ~ Present
# Managing Customer escalations and feedback to improve offshore service delivery # Managing day-to-day planning, implementation and problem-solving to ensure the team achieves their daily goals in service delivery of supporting onsite customers # Effectively and proactively managing the team and work volumes to ensure optimum service delivery, client management and business outcomes # Identifying major problems in our machines across the country and analyze the root cause for the problems and providing solutions proactively. # Analyzes data to identify root cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance. # Identifies areas for continuous improvement in existing processes to reduce customer effort, and aligns improvement projects to close shortfalls. # Customer Assistance Cell would be responsible for logging all the field complaints and monitoring SLA's of engineers and customer support managers via support ticketing software. # Maintain a good understanding of customer needs and expectations and handles all customer complaints or concerns appropriately and in a timely manner to ensure customer satisfaction. # Drives timely resolution of all complaints with complete ownership as the Single Point of Contact (SPOC) for the customer # Monitor the progress of all open request,cases & queries of customers, prompting action on issues that appear to be stalled, and offer creative resolution to work towards proactive control measures Providing Technical support to Channel partners, customers and sales representatives. Helpdesk management Scheduling and planning of engineers daily activity for PM & Installation calls. Working knowledge of service CRM, salesforce.com,servicemax.NPS, CES, CSAT, and FCR. # Own and manage customer experience by providing faster resolution, effortless experience, and better customer connect. # Demonstrate influential communication skills in a multi-channel contact environment (phone, email, chat, service tickets) # Resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating active listening, ownership/initiative, and organization skills# Monitor team performance and report on metrics.
DESIGNATION, Engineer, Jul 2007 ~ Apr 2010
ABOUT THE ORGANISATION
AUTHENTIC is a group of company included AUTHENTIC ENGINEERS, deals in providing Automation Solutions in the field of
Pneumatics, Programmable Logic Controller PLC, in production process mainly serve for auto industry Installation and
Servicing of Control Panels, Controller, Temperature etc
Maintenance of Various Instrument Like RTD, Thermocouple etc
All production related activities and PLC Programming as well as Visualization of Plant on SCADA
Automation Solutions in the field of Pneumatics, Programmable Logic Controller PLC Troubleshooting. Of PLC Panel
Maintenance of Drive Calibration Of Instrument Like PID, Microcontroller and Integrated Industrial Vision Application.
Troubleshooting OF PLC based control panels.
Meeting customer for their requirement, capacity Way of Sorting specification required by the Customers.
Carryout the site inspection to prepare for the complete installation of the Machine.
to monitor proper delivery and execution of the material at installation site.
to carryout commissioning, testing and installation of the Machine.
to Provide Training to Operator regarding operation Maintenance of Machine.
Testing of all the parameters to know exact performance of each
every aspect of the Machine to provide the desired
solution of Customer.
to carryout regular periodical preventive maintenance to avoid major breakdown and to maintain 99.999999 % of uptime.
Incase of breakdown, thorough analysis fault finding of the particular failure and to take immediate corrective action.
Collecting Annual Maintenance Contract AMC payments.
Generate New business for company.
Education
U.P.T.U, {:associate_s_degree=>"Associate’s Degree", :bachelor_of_arts_ba=>"Bachelor of Arts (BA)", :bachelor_of_business_administration_bba=>"Bachelor of Business Administration (BBA)", :bachelor_of_engineering_beng=>"Bachelor of Engineering (BEng)", :bachelor_of_fine_arts_bfa=>"Bachelor of Fine Arts (BFA)", :bachelor_of_science_bs=>"Bachelor of Science (BS)", :bachelor_s_degree=>"Bachelor’s Degree", :doctor_of_medicine_md=>"Doctor of Medicine (MD)", :doctor_of_philosophy_phd=>"Doctor of Philosophy (PhD)", :engineer_s_degree=>"Engineer’s Degree", :high_school_diploma=>"High School Diploma", :juris_doctor_jd=>"Juris Doctor (JD)", :master_of_arts_ma=>"Master of Arts (MA)", :master_of_business_administration_mba=>"Master of Business Administration (MBA)", :master_of_fine_arts_mfa=>"Master of Fine Arts (MFA)", :master_of_science_ms=>"Master of Science (MS)", :master_s_degree=>"Master’s Degree", :non_degree_program_e_g_coursera_certificate=>"Non-Degree Program (e.g. Coursera certificate)", :other=>"Other"}, ELECTRONICS INSTRUMENTATION ENGINEERING, 2003 ~ 2007
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam porttitor dapibus ipsum ut efficitur. Aliquam feugiat nec sem dapibus blandit.
pavan kumar
Customer service supervisor with almost 11+ years of experience in customer service function.Maintain a good understanding of customer needs and expectations and handles all customer complaints or concerns appropriately and in a timely manner to ensure customer satisfaction. Providing Technical support to Channel partners, customers and sales representatives. People management skills, Ability to perform well as an individual as well as in a team. Good communication skills Ability to impart training on processes and service management .Working knowledge of service CRM,NPS, CES, CSAT, and FCR. Excel, Power point presentation
Supervisor Customer service
Mumbai, IN
[email protected]
Work Experience
DESIGNATION, Team lead Supervisor, Technical Helpdesk, May 2010 ~ Present
# Managing Customer escalations and feedback to improve offshore service delivery # Managing day-to-day planning, implementation and problem-solving to ensure the team achieves their daily goals in service delivery of supporting onsite customers # Effectively and proactively managing the team and work volumes to ensure optimum service delivery, client management and business outcomes # Identifying major problems in our machines across the country and analyze the root cause for the problems and providing solutions proactively. # Analyzes data to identify root cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance. # Identifies areas for continuous improvement in existing processes to reduce customer effort, and aligns improvement projects to close shortfalls. # Customer Assistance Cell would be responsible for logging all the field complaints and monitoring SLA's of engineers and customer support managers via support ticketing software. # Maintain a good understanding of customer needs and expectations and handles all customer complaints or concerns appropriately and in a timely manner to ensure customer satisfaction. # Drives timely resolution of all complaints with complete ownership as the Single Point of Contact (SPOC) for the customer # Monitor the progress of all open request,cases & queries of customers, prompting action on issues that appear to be stalled, and offer creative resolution to work towards proactive control measures Providing Technical support to Channel partners, customers and sales representatives. Helpdesk management Scheduling and planning of engineers daily activity for PM & Installation calls. Working knowledge of service CRM, salesforce.com,servicemax.NPS, CES, CSAT, and FCR. # Own and manage customer experience by providing faster resolution, effortless experience, and better customer connect. # Demonstrate influential communication skills in a multi-channel contact environment (phone, email, chat, service tickets) # Resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating active listening, ownership/initiative, and organization skills# Monitor team performance and report on metrics.
DESIGNATION, Engineer, Jul 2007 ~ Apr 2010
ABOUT THE ORGANISATION
AUTHENTIC is a group of company included AUTHENTIC ENGINEERS, deals in providing Automation Solutions in the field of
Pneumatics, Programmable Logic Controller PLC, in production process mainly serve for auto industry Installation and
Servicing of Control Panels, Controller, Temperature etc
Maintenance of Various Instrument Like RTD, Thermocouple etc
All production related activities and PLC Programming as well as Visualization of Plant on SCADA
Automation Solutions in the field of Pneumatics, Programmable Logic Controller PLC Troubleshooting. Of PLC Panel
Maintenance of Drive Calibration Of Instrument Like PID, Microcontroller and Integrated Industrial Vision Application.
Troubleshooting OF PLC based control panels.
Meeting customer for their requirement, capacity Way of Sorting specification required by the Customers.
Carryout the site inspection to prepare for the complete installation of the Machine.
to monitor proper delivery and execution of the material at installation site.
to carryout commissioning, testing and installation of the Machine.
to Provide Training to Operator regarding operation Maintenance of Machine.
Testing of all the parameters to know exact performance of each
every aspect of the Machine to provide the desired
solution of Customer.
to carryout regular periodical preventive maintenance to avoid major breakdown and to maintain 99.999999 % of uptime.
Incase of breakdown, thorough analysis fault finding of the particular failure and to take immediate corrective action.
Collecting Annual Maintenance Contract AMC payments.
Generate New business for company.
Education
U.P.T.U, {:associate_s_degree=>"Associate’s Degree", :bachelor_of_arts_ba=>"Bachelor of Arts (BA)", :bachelor_of_business_administration_bba=>"Bachelor of Business Administration (BBA)", :bachelor_of_engineering_beng=>"Bachelor of Engineering (BEng)", :bachelor_of_fine_arts_bfa=>"Bachelor of Fine Arts (BFA)", :bachelor_of_science_bs=>"Bachelor of Science (BS)", :bachelor_s_degree=>"Bachelor’s Degree", :doctor_of_medicine_md=>"Doctor of Medicine (MD)", :doctor_of_philosophy_phd=>"Doctor of Philosophy (PhD)", :engineer_s_degree=>"Engineer’s Degree", :high_school_diploma=>"High School Diploma", :juris_doctor_jd=>"Juris Doctor (JD)", :master_of_arts_ma=>"Master of Arts (MA)", :master_of_business_administration_mba=>"Master of Business Administration (MBA)", :master_of_fine_arts_mfa=>"Master of Fine Arts (MFA)", :master_of_science_ms=>"Master of Science (MS)", :master_s_degree=>"Master’s Degree", :non_degree_program_e_g_coursera_certificate=>"Non-Degree Program (e.g. Coursera certificate)", :other=>"Other"}, ELECTRONICS INSTRUMENTATION ENGINEERING, 2003 ~ 2007
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam porttitor dapibus ipsum ut efficitur. Aliquam feugiat nec sem dapibus blandit.