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- 1. SHAILENDRA K JHA Contact: - +91-9818825737 E-Mail- sendshailendra@gmail.com To acquire a challenging and responsible position in an esteemed organization that offers Good technical exposure as well as opportunities for ingenious ideas and to contribute to the Growth of the company with excellent services. A highly experienced Service operation with more than 6 years in Mobile, Consumer Electronics, Home Appliances & Kitchen Appliances. Possesses in-depth knowledge of After-Sales Service and Customer Service Management and can handle Business & service with ease. Warranty claim management and warranty audit. Knows the intricacies of Administrative Management and Spares Inventory Management & Control and is an expert at team management. Can provide Administrative & Technical Support and has Good Analytical & Management Skills. I successfully run project on warranty cost and control and meet target. CSI enhancement and work closely on field defect report so that we can reduced non quality cost and exchange product cost. Save cost on PL case and consumer court case by the help of out of court statement. Warranty claim Management. Warranty Audit. Customer Service Management. Customer satisfaction Index. Spares Inventory Management & Control. Administrative Management. Consumer electronics, mobile, Home appliances & Kitchen appliances. Warranty cost control. Team management. Quality Assurance. Leadership & team building. 1 Education Qualifications Profile Summary Key Strength
- 2. B.E Graduate in Electronics (2004-2008) from Jiwaji University. Samsung India Electronics Ltd. June 2013 to till date. Asst. Manager -2 Service Admin Department. South West Asia Head Office, Gurgaon Roles & Responsibilities Manage overall service operations like Business Objectives, Customer & Dealer Satisfaction, Administrative Management. Manage After-Sales Service Operation for Mobile, consumer electronics, home appliances & kitchen appliances like Refrigerators, Washing machines, dishwashers, laundry centers, LED/LCD/Plasma TVs, Window & Split ACs, Vacuum cleaner, food processor etc. Provide Administrative & Technical Support. Focus on service index KPIs (SDR, RRR, FTF, TAT) for breakdown and mandatory service. Parts planning for service operation. Risk and escalation management through VOC Command Center. Identify non value added processes and innovation them for better operational efficiency across service verticals. Service strategy management in line with vision of organization. Handle warranty cost control. Processing of warranty claims. Claim analysis for cost reduction and Quality improvement. Child part development for high value parts. Identifying weak service center based on warranty parameters, claim trends and cost trends. Warranty audits of service center (System audit & Warranty defective parts inspection for batch code) Monitoring of service center performance after audit and post follow up audit Compare warranty claim cost with competitor and propose management to implement accordingly. Review warranty policy and propose management to make changes in it. Customer Satisfaction Index enhancement. Analysis field defect report and send feedback to factory for corrective action. Planning and innovation for process related to service operation and product quality as per HQ guidelines. Audit of Service network. Godrej & Boyce Mfg. Co. Ltd. August 2011 to June 2013 Deputy Manager Service Pune Roles & Responsibilities Taking care of service operation of Pune. Provide service delivery support (Breakdown service and Mandatory service) and review Service parameters. Service revenue (Contract sales and Spares parts business). Monitoring customer feedback about product related issue and update HO and quality team. 2 Work Experience
- 3. Handle warranty cost control. Processing of warranty claims. Claim analysis for cost reduction and Quality improvement. Child part development for high value parts. Identifying weak service center based on warranty parameters, claim trends and cost trends. Warranty audits of service center (System audit & Warranty defective parts inspection for batch code) Monitoring of service center performance after audit and post follow up audit Compare warranty claim cost with competitor and propose management to implement accordingly. Review warranty policy and propose management to make changes in it. Customer Satisfaction Index enhancement. Call center co-ordination for the service review and Technology management. NPS score mange and regularly monitoring for improving CSI. KPI manage and monitor regularly. MIS and Control Account management of distributer/dealers (Service level fulfillment spares availability). Philips Electronics India Ltd. Oct 2010 to July 2011 Branch Service Head (CLS Dept.) North East States Roles & Responsibilities Taking care of service operation of entire north east states. Working as Branch Service Head. Provide service delivery support (Breakdown service and Mandatory service) and review Service parameters. Product trainer of all consumer life style. Training to ASP technician Dealer, retailer and modern trade sales representative. Execute project specially corporate client on site or off site. Coordinate HO for training related issue and make MIS accordingly. Review on all activates for all canvassers, technician and modern trade sale person to all new launch product. Conduct test for all technician and in-house demo person as per company pattern. Monitoring customer feedback about product related issue and update HO and quality team. Service revenue (Contract sales and Spares parts business). Handle warranty cost control. Call center co-ordination for the service review and Technology management. NPS score mange and regularly monitoring for improving CSI. KPI manage and monitor regularly. Account management of distributor/dealers (Service level fulfillment spares availability). Sony India Pvt. Ltd Jun 2008 to Sep 2010 Technical Support Engineer Delhi Roles & Responsibilities Working as Technical support engineer Co-ordinate centers for service delivery support (Breakdown service and Mandatory service) and review Service parameters. Product trainer (LCD TV, Audio and DI Product). 3
- 4. Training to ASP technician Dealer, retailer and modern trade sales representative. Execute project specially corporate client on site or off site. Coordinate HO for training related issue and make MIS accordingly. Review on all activates for all canvassers, technician and modern trade sale person to all new launch product. Conduct test for all technician and in-house demo person as per company pattern. Monitoring customer feedback about product related issue and update HO and quality team. Call center co-ordination for the service and Technology management. Online Support to Technical team (ASC and IHD). Application work on TALISMA Software for Data Managing. Resolving day to day issues of different Sony Products (Lcd tv, Audio and handy cam). Troubleshooting of Audio and Video Product. Operating system: Windows 2000, XP, Vista. CSRM - SAP application, GCIC and GSPN. Network Domain: OSI Model, TCP/IP Model, Computer Networks like LAN, MAN, WAN and routers, IPs. Conceptual Knowledge: Computer Architecture. Good Inter-personnel skills. Multi tasking skills. Data management and problem solving abilities Team managing skills. Negotiation skills. Natural team player ready to take initiatives. Strong commitment to work assigned. Address:- T 297, T Block, Baludyan Road, Uttam Nagar, New Delhi -110059 Date of Birth: 20th Jan 1984 Fathers Name: Mr. Bimal Kant Jha Mothers Name: Mrs. Pratima Jha Strength: Sincerity, Adaptability. Hobbies: Listening Music, Drama (Skit and Road show) 4 Special Skills Personal Profile Computer Proficiency
- 5. Declaration I hereby declare that all the statements made in the above resume are correct to the best of my knowledge and belief. Yours Sincerely, Shailendra Kr Jha 5
- 6. Declaration I hereby declare that all the statements made in the above resume are correct to the best of my knowledge and belief. Yours Sincerely, Shailendra Kr Jha 5