Rajkamal Pandey

Current address: – Flat-S3 Building No. 72 Deira Dubai UAE

Permanent address H.No.222, Street No.24 Shiv enclave Badarpur Jaitpur New Delhi-110044

Rajkamal.pandey@outlook.com
Mobile: +971-553782086, +971-526945630

CAREER OBJECTIVE
To grow as an individual, learning in the process, providing support to the team and motivating the team to attain higher goals. Value addition to the company and be able to identify with the mission and vision of the company.

 

EXPERTISE

 

Customer service delivery & Technical Training

 

PROFILE

 

·         Extensive experience in Technical training and Services Delivery.

·         Responsible for Acquisition, process implementation, revenue Maximization, customer satisfaction and retention of customers.

·         Understanding customer’s requirements, find various possible solutions as per process and retain them with positive attitude.

·         Rich experience in service industry to serve delight services to customers among competitors with Customer centric mindset.

·         Fast learner keeps abreast of latest technologies, adept at developing and promoting analytical software/networking solutions, capable to switch to allied or varied technologies depending on project requirements.

·         Excellent relationship management skills & analytics skills with ability to conceive efficient solutions utilizing technology and efficient team management. Ability of prioritizing workload.

·         Well-developed communication skills with reputation of unwavering accuracy, credibility, and integrity.

 

 

 

EXPERIENCE
Total Work Experience: 10 Years

 

Current Job

 

Organization Name     :  Life digital technology LLC

Designation                  :  Service Manager

Location                        :  UAE-Dubai

 

Working as Assistant manager – Service for Middle east include GCC, Africa, Turkey and some part of Asia (India, Pakistan, Bangladesh, Sri Lanka & Nepal) region for products (Laptops, Mobiles, Tablets, TV, Audio Video peripherals, smartwatch and other accessories) with Life digital technology LLC from April 2018 to till date. Managing complete operation from start to end along with additional job responsibility to handle all the DOAs and RMA in effective manner.

 

·         Main responsibilities are to support Lifedigital valued customers and Authorized Service Centers (ASC) country wise, direct handling of Jumbo UAE service center. Assurance of customer enjoys the optimum performance of their Lifedigital products.

·         The responsibilities include testing, analyzing, communicating, liaising, archiving, documenting, and solving lifedigital product problems. Directly reporting to operation director.

·         As Service and Technical training manager providing guidance to team/ASCs so they can able to troubleshoot problems, sharing technical schematics and have experienced knowledge in the use of test equipment and jigs to repair products.

 

 

Service partner operation responsibilities

 

·         Handling complete ASCs operation retailers and distributor wise.

·         Responsible to maintain country wise agreed SLAs and customer satisfaction.

·         Managing service partner and vendor profiles. Providing telephonic or written support to all ASC’s.

·         Monitor, and distributing service guidelines, support information, technical bulletin in accordance with SOP’s.

·         Auditing, labour claim reimbursement, training for new models.

·         Weekly monthly review/meeting with ASCs on KPI service reports.

·         SLA management, field operation, training, and development.

·         Preparing daily, weekly, and monthly reports and submitting to management for review.

·         Taking overall technical responsibility for all category products.

·         Conduct inventory audit on current spare part stock and order spare parts to ensure that supplies and equipment are available in adequate amounts to fulfill the requirement.

·         Effectively delivery of training courses to business partners and ASC personnel, at suitable locations in UAE or abroad. Managing approx. 5000 jobs on monthly basis across GCC and other countries.

·         Weekly audit to check with customer for customer satisfaction and experience to improve after sale service.

·         Ensure that warranty terms should strictly followed with service partner and their claims should clear on priority after OOW deduction.

·         Review open call report on daily basis to ensure TAT (Turnaround time).

·         Taking daily report from store executive on current and consumption inventory.

·         Send service charge policy for customer, warranty management across the region.

·         Coordinate with supplier for technical details and new product information to give technical trainings to technicians and ASPs (Authorized service partner)

 

 

DOA & RMA Operation

 

·         Identification and allocation of refurb units.

·         Finalizing/ procurement/allocation of packing for refurb activity.

·         Daily productivity tracking with refurb team supervisor.

·         Grading/allocation for units after refurbishment.

·         Fulfilling request of refurb units from sales team.

 

 

 

 

Training & Development Experience

 

·         Recently visited South Africa (Johannesburg, Durban & Cape town) and given product & Customer handling soft skills training to distributor & ASC location head office to provide classroom training on Lifedigital products.

·         Last visited to Bangladesh, India & Egypt for product & customer handling soft skills training at service partner, distributor & retailer location.

·         Visited multiple distributor and ASC location for product training and service partner development in GCC Countries. (Like Axiom, Jumbo, Trigon, EROS)

·         Able to communicate, at times involving complex technical information, to individuals at all levels, internally and externally

·         To be able to support and advise colleagues in a constructive way.

·         Ready for frequent overseas travel and periods away from home on a short notice.

·         Motivation and aptitude to continue learning as new technology is introduced

·         High level of technical knowledge with 10 years of experience coupled with the ability to relate technical information to non-technical people at all levels.

 

Previous experience

 

Organization Name      :  Regenersis India Private limited (A CTDI Company)

Duration                        :  May 2016 to April 2018

Resigned Designation  :  Area Manager (North India)

Joined Designation       :  Center Manager

 

Worked as Area Manager for North region and taken care Xiaomi, and Dell Operation

 

·         Main responsibility was to manage complete Operation of various mobile and laptop projects for North region.

·         Handle more than 50 partners for various mobile projects and track their performance in terms of given KPI and brand infra standards.

·         End to end reply on client’s query and ensure closure revert for every singly instance.

·         Achieved average 12K call volume monthly to closed within KPI.

·         Daily dashboard sharing with branch/partners and performance report for tracking.

·         Regular visit/audit at partner location to check the punctuality, integrity, customer relationship and ensure to maintain the standard as per given process.

·         Guide service center to improve Repeat repair with various small techniques like customer probing, QC before device handover, observation of problem reported etc.

·         Have early morning feedback session with service center staff after visit to resolute their product and customer related queries and with suggestion to implement in service center for performance improvement.

·         Escalation management for customer/client/HO/Partner and closure in the given timeline.

·         Responsible to achieve brands core KPIs and give special attention to focused partner for achievement.

·         Guide service center to improve customer waiting time with effecting team management and improve TAT with internal process implementation.

·         Acknowledged two times best Area manager and Center manager award as achievements for special contribution to improve performance.

 

Organization Name     :  TVS-Electronics

Duration                       :  October 2012 to May 2016

Resigned Designation :  Center Manager – Service center

Joined Designation      :  Field service engineer

 

Worked as Center Manager (HTC Service center-Ansal Plaza) on role of Team leader-service center

 

·         Main responsibility was to manage HTC Service center Ansal Plaza location.

·         Handled a team more than 20 person including team leaders, service technician, front desk executive with SPO (Spare parts officer).

·         Daily handling 200 customer walk-in approx and 3000 ticket closure in a month.

·         Escalation handling till closures through various channels: –

Call center escalations through telephonic conversations

HO escalations through Mail communication

Customer’s escalations through various channels like F2F, telephonic, Mail

·         Assigning calls to engineer according to ageing and their competency.

·         Maintaining sales register for billing including (Cash + Card) with separate Invoices and Proper track along with cash certificates.

·         Responsible for device availability at center according to system VS physical.

·         Keeping a track of all engineers in terms of performance, productivity, leaves and punctuality.

·         Following-up with other support groups, for closure of pending tickets (tracking of aging tickets).

·         Forward customer wording to HTC and provide replacement, FOC resolution if required.

·         Daily parts request follows up with HO for high aging call closure.

·         Handling Legal cases of HTC for Ansal Plaza location through court hearing.

 

Worked as Executive SLC (Service Level Coordinator) with TVS Electronics Ltd from Nov-2013 to Feb-2015

·         The main responsibility was to take care of Dell service Project in Delhi NCR branch & handling a team of more than 40 engineers.

·         Adhering to defined Service Levels

·         Acknowledge of new calls logged from DELL Technical Support through SAP.

·         Scheduling of new calls by calling customers and fixing an estimated time.

·         Assigning calls to engineer’s location wise.

·         Following-up with end-users for providing C-SAT feedbacks.

·         Keeping a track of all engineers in terms of performance, leaves and punctuality.

·         Producing reports as required by the Ops Manager, from time to time

·         Handling escalation from DELL

 

Organization             :           Worked with TVS-Electronics (On role : Randstad )

Duration                    :           Oct 2012 to Nov-2013.

Designation              :           Field Service Engineer

 

As a Field service engineer handled DELL laptop and SONY products on daily basis: –

 

·         Installation, configuration of Microsoft ® windows xp, Win7.

·         Responding and answering Calls, Emails and Web Tickets from DELL& SONY technical support team in a cordial, professional manner.

·         Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled in case of additional issue found.

·         Troubleshooting on hardware and Operating Systems.

·         ­Providing First-Call Resolution to issues faced by end users (Incidents)

·         Customer engagement over phone & help resolve incidents over phone

·         Updating Pending Tickets with timely, precise, accurate updates

·         Research/looking-up required information from available resources to handle end user issues, requests or queries

·         Installation and configuration of local printer/ network printers.

·         Troubleshooting network and Hardware issues with the machine.

Technical skills:

·         Mobile, laptop, Audio, Video, Accessories repairing-L2 Level A+, N+ MCITP from CMS institute.

·         Advance proficiency with MS Office applications, i.e. Word, Excel, PowerPoint.

·         Windows & android installation and troubleshooting

·         Backup and Restore on Windows.

·         Assemble/disassemble of hardware peripherals.

·         Good Knowledge of CRM & SAP CRM

 

Organization             :           Aegis limited

Duration                    :           June 2010 to Feb 2012.

Designation              :           Operation executive – IT

 

Handled desktop level (L1 & L2) IT support for daily tickets closures in the company.

 

Academic Qualification: –

 

Completed 10th and 12th from C.B.S.E Board with first division

Completed Engineering diploma from CMS institute.

Completed BCA from Sikkim Manipal University.

Completed MBA (Operations management) from Sikkim Manipal University.

 

 

PERSONAL DETAILS
Fathers Name
Mr. S. Nath Pandey
Date of Birth
06th June 1992
Marital Status
Married
Language Dexterity
English, Hindi
Interest and Activities
Love to watch WWE

 

Date:

 

Place:                                                                                               [Rajkamal Pandey]