Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic
Anoop Gopinathan

Anoop Gopinathan

Cochin

Summary

Dynamic leader with proven ability to enhance organizational performance through effective team building and customer service strategies. Demonstrated success in quickly adapting to new roles and implementing impactful changes that drive company growth. Expertise in training, monitoring, and morale-boosting techniques to elevate employee engagement and productivity.

Overview

20
20
years of professional experience

Work History

Centre Service Manager – Service Operations

Reliance Industries Ltd.
Chennai
07.2021 - Current
  • Handling service operation of Reliance ResQ’s COCO Service Centre.
  • Implemented and working on 2-6-24 principle.
  • Authorized service partner for 60+ brands with an average call load of 5800 calls/month.
  • Responsible for Shutter UP/Down of SC and network for 365 days working.
  • Ensure SLA of both internal ResQ working as well as Brands are achieved on daily basis.
  • Ensure Targets are achieved with optimum usage of network and resources.
  • Incident reporting and actions initiated for redressal on EMERGENCY BASIS.
  • Ensuring engineer’s inventory in NIL above 3 days.
  • Ensuring collection and TCR are in tally.
  • Responsible for attendance / leave management for the entire COCO staff.
  • Obtaining Constant feedback from Store CRM /SM/Clusters to align service offering.
  • Responsible for WFM for Call Allocation, moving the Calls in to Part Pending same day.
  • Ensuring the Service Orders are moved to right buckets same day through COCO staff.
  • Responsible for resolution of escalations and engage with customers for Satisfaction.
  • Make joint Visits to the customers to evaluate the SVC levels and Generate Revenues.
  • Constantly improve productivity and revenue per call from SC staff.
  • Responsible for Cleanliness of Service Centre and manpower.

Regional Service Manager – Service Operations

VIP Industries Ltd.
Bangalore
07.2019 - 11.2020
  • Heading service network for South India.
  • Handling the team of Service Team Leaders, Service Technicians, Repair Vendors and Service Centers to deliver best in class service.
  • Responsible to develop service network across length and breadth of the region to cover all trade partners and consumer locations.
  • Handling and reviewing call centre operations.
  • Engage with multiple stakeholders for improving customer experience.
  • Enhance the service process to improve the operational efficiency.
  • Ensuring successful implementation of service CRM / Process across the region.
  • Resolving escalated and complex customer issues on time.
  • Working with cross functional teams of sales, commercial, supply chain, marketing etc.
  • Tracking and controlling of warranty and service cost.
  • Achieve the assigned spares and Service revenue targets.
  • Organising job training to team to meet departmental objective.
  • Continuous guidance and supervision of the team and operational excellence.
  • Improving of Trade and Customer Satisfaction.
  • Responsible to maintain the service levels.
  • Deliver the Customer Service KPI's as per company guideline.
  • Ensure to achieve revenue through spare sales and Out warranty charges.
  • Introduce best practices and innovative ideas in service process.

Deputy Manager – Service Operations - CDIT

Intex Technologies Pvt. Ltd
Bangalore
12.2017 - 05.2019
  • Heading service network for Karnataka, Goa and Kerala.
  • Handling service for consumer durables and IT products.
  • Ensuring to maintain 24 Hrs TAT for walk-in-calls and 48 Hrs TAT for onsite calls.
  • Maintaining same day TAT for installation calls.
  • Maintaining MSL at branch store.
  • Achievement of dealer and customer delight.
  • Responsible for dealer defective clearance within the TAT.
  • Responsible for providing replacements for customers and distributors.
  • Presenting and review of service deliverable reports to HO.
  • Appointing new service partners to ensure timely service.
  • Keeping healthy competition between the Authorised Service Franchisees to get maximum output.
  • Auditing service franchisees on compliance and discipline.
  • Responsible for revenue achievement for self sufficient branch.

Deputy Manager - Service Operations

Reliance Communications
Chennai
09.2015 - 11.2017
  • Controlling the service network for Coimbatore Cluster, 16 districts of TN.
  • Responsible for Installation within 6hrs and service deliveries within 24hrs.
  • Responsible to reduce the repeat complaints.
  • Accountable for retaining the customer base, using retention tools.
  • Retrieving company assets post termination of accounts.
  • Handling customer disputes and waiver redressals.
  • Increasing revenue by ensuring customer recharges and upselling addon packs.
  • Promoting long duration packs and offers to improve revenue.
  • Auditing and educating service franchisees and their technicians.
  • Training of technician to bring up the C SAT score to 85%.
  • Keeping healthy competition between the Authorised Service Franchisees.
  • Responsible to bring in new service partners and ensure ROI are achieved.
  • Was a part of company's esteemed project of Customer Life Cycle Management.

Assistant Manager - DTH Service

Dish TV India Ltd.
Bangalore
11.2014 - 06.2015
  • Controlling the service network for Bangalore.
  • Responsible for Installation and service deliveries within 24hrs.
  • Responsible to reduce the repeats counts.
  • Auditing and educating service franchisees and their technicians.
  • Training of technician to bring up the C SAT to 85%.
  • Keeping healthy competition between the Authorised Service Franchisees.
  • Was handling B2B audits.

Deputy Manager –(Branch Service Manager) Service Operations

Videocon Industries Ltd.
Calicut
06.2011 - 11.2014
  • Controlling the service network across North Kerala.
  • Additional responsibility to handle SHA (Kenstar) complaints.
  • Ensuring to maintain 48 Hrs TAT for repair at dealer counters for SHA calls (Kenstar).
  • Responsible for service deliverables.
  • Productivity achievement - 100% of call closure.
  • Responsible for revenue generation through Spare Parts sale, FSC and AMC.
  • Sphere-headed revenue generation through SHA accessories sales.
  • Maintaining MSL at branch store.
  • Achievement of dealer and customer delight.
  • Maintaining defective stock value below 1% of total sales turnover.
  • Training arrangements to staff and service centre personnel.
  • Presenting and review of service deliverable reports to HO.
  • Keeping healthy competition between the Authorised Service Franchisees.
  • Budget control - Self financing branch.
  • Responsible for defective clearance activities for South India.
  • Responsible for monitoring and reducing defective generation.
  • Handing dealer/ distributor complaints within the time frame.
  • Monthly audits at warehouses to control primary and secondary transit damages.
  • Auditing defective settlement reports submitted by BSM.
  • SPOC for resolving social media escalations and reporting to HO.

Zonal Manager – Operations

Infif Security Technologies
Cochin
12.2010 - 06.2011
  • Responsible for call completion within given TAT.
  • Handling a team of 25 Technicians.
  • Responsible for Stock keeping and maintain 20% material in advance.
  • Handling service complaints and 90 % call are closing within TAT.
  • Coordinating technical teams for installation and supervising them to update the work status.
  • Check the quality of security devices after the installation process.
  • Coordinating with the branches, for smooth functioning and customer related queries.
  • Coordination with different departments and campaign supervisors.

Assistant Manager – Quality

Geojit BNP Paribas
Cochin
06.2008 - 11.2010
  • Quality assessments of the calls in customer care and give feedback.
  • Coordinating with branches, for smooth functioning and investor related queries.
  • Training team members for process related activities.
  • Facilitating smooth implementation of systems and procedures for improving functional efficiency.
  • Preparing reports—performance report – Incentive calculation report.
  • Training for new joiners- Soft skills and quality parameters.
  • Test calls to agents (Demo and Product information).
  • Internal and external Calibrations.
  • Internal weekly briefing on updates.
  • Co-ordination with different departments and campaign supervisors.
  • Additional duty of Customer Care Manager in reducing call abandon rates and absenteeism and attrition rates.

Quality Specialist – BPO

E2E Service Solutions
Secundrabad
03.2005 - 11.2007
  • Playing the role of Quality Specialist– Quality for Tata Tele-services - voice process.
  • Auditing calls and to provide feedbacks on a weekly basis.
  • Grooming new joiners in the process with respect to Quality.
  • Handling Retention calls, retaining both individual and corporate customers on network when required.
  • Quality co-ordinator for two processes and responsible for the Quality with a team strength of 54 agents.
  • Interact with the clients on a weekly basis to run the process on par with client's satisfaction.
  • Involved in productivity increase plan by delivering new process initiatives and change management techniques.
  • Subject matter expert with regard to the process and responsible to impart training to the CCE's on the quality parameters laid down by the Client.

Education

Bachelor of Commerce -

Mahatma Gandhi University
Cochin
05.2002

Skills

  • Stakeholder management
  • Operational improvement
  • Quick decision-making
  • Critical thinking
  • Team leadership
  • Adaptability
  • Analytical skills
  • Budget management
  • Training and development
  • Vendor relations
  • Customer satisfaction
  • Service level agreements
  • Workforce management
  • Process improvement
  • Revenue generation
  • Operational efficiency
  • Staff training and development
  • Budget control

Accomplishments

  • Recognized with the Star of the Month award for seven consecutive months at E2E Service Solutions
  • Introduced new quality parameters and achieved a CSAT of 90% or higher consistently at Geojit BNP Paribas
  • Received two promotions with a salary hike in a span of three years at Videocon Industries Ltd
  • Pan-India topper in SHA service delivery (Kenstar) in 2013
  • Received an appreciation call and mail from the Chairman's office for effectively controlling the huge call load due to the Vardha Cyclone at Reliance Big TV Ltd
  • Awarded the highest revenue achiever reward for three consecutive months for the region at Reliance resQ
  • 1st COCO PAN India to be in profits within 8 months of operations, Reliance ResQ
  • Highest revenue-achieving COCO PAN INDIA – April 2022, Reliance ResQ
  • 151 customer appreciations in one month, Reliance ResQ
  • Continuous achievements in all domestic and international trip schemes, Reliance ResQ

Timeline

Centre Service Manager – Service Operations

Reliance Industries Ltd.
07.2021 - Current

Regional Service Manager – Service Operations

VIP Industries Ltd.
07.2019 - 11.2020

Deputy Manager – Service Operations - CDIT

Intex Technologies Pvt. Ltd
12.2017 - 05.2019

Deputy Manager - Service Operations

Reliance Communications
09.2015 - 11.2017

Assistant Manager - DTH Service

Dish TV India Ltd.
11.2014 - 06.2015

Deputy Manager –(Branch Service Manager) Service Operations

Videocon Industries Ltd.
06.2011 - 11.2014

Zonal Manager – Operations

Infif Security Technologies
12.2010 - 06.2011

Assistant Manager – Quality

Geojit BNP Paribas
06.2008 - 11.2010

Quality Specialist – BPO

E2E Service Solutions
03.2005 - 11.2007

Bachelor of Commerce -

Mahatma Gandhi University

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