SIVARAM SELVAM

• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Ensuring quality service delivery by developing requisite service infrastructure & ensuring service
• Ensuring the franchisee appointment & development as per the branch & market requirements
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Achieved and consistently exceeded revenue target through AMC, product, accessories and service promotion by doing cross sale and up sale.
• Training, Coaching and mentoring the service executives and service providers
• Internal benchmarking and industry benchmarking for the service process and systems
• Stock set clearance on time in dealer & distributor locations
• Monitoring call centre activity and provide the feedback and facilitate data
• Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Collected customer feedback and made process changes to exceed customer satisfaction goals,
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Collaborated with Sales and other cross functions to improve customer service processes and support structures company-wide.

Resolved problems, improved operations and provided exceptional service.

Managing the churn rate below 0.5% in entire territory

Tracking & Monitoring Installations and Service requests,

Managing the entire Territory in terms of the service delivery & Process -implementations at partner locations,

Coordination and Support to the field team in terms of technical & Operational issues,

Monitoring the proper updation in CRM & ERP

Conduct review and new process implement programs every month for field team and executives,

Handling Customer L2 Escalations,

Ensure and achieve the service revenue target,

Ensure the minimum stock management in all partner location,

Timely invoicing and follow-up the partner’s payment,

· Handling ISP (Installation service provider) & Executives

· Control TAT (Turn around Time) for Installation & Field Repair

· Ensure to meet Cluster C-SAT (Customer satisfaction)

· Increase the Retention & Retrieval

· Reducing Suspended Base

· Reducing Repetitions of Field Repair

· Stock maintenance in the ISP and CDC

· Documents handling

· Handling sales and service in territory

· Demo activities, Key dealer regular follow-ups

· Achieving Primary, Secondary & Activation Target

· Stock maintenance in the ISP & Distributor locations

· Handling ISP (Installation service provider)

· Responsible for area C-SAT (Customer satisfaction)

· Stock maintenance in the ISP

• Drafted failure analysis reports in system and prepared quotations for repair.
• Balancing machine installation and preventive maintenance
• Maintenance, AMC & Servicing