VIVEK GOPALAKRISHNA PILLAI
Service Supervisor
DUBAI
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service - Supervisor
Jumbo Electronics Company Ltd
2020.04 - Current
- Developed effective improvement plans in alignment with goals and specifications.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated customer needs and feedback to drive product and service improvements.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Gathered, organized and input information into digital database.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
Service - Coordinator
Jumbo Electronics Company LTD LLC
2014.04 - 2020.01
- Managing the Operations and Customer Relationship Vertical of, Consumer Electronics
- Manage KPI, TAT,RRR and Productivity
- Managing customer escalations and ensure to meet the service expectations
- Spearheading entire inventory, provision control, vendor management & development
- Service reporting and sponsoring service delivery meetings and claim evaluation process
- Principal / Brand service and claim management
- Monitor and manage the AR and AP for various partners
- Monitor and manage the NPS and Customer VOC
- Managing MSL and service stock inventory
- Managing Vendors and Suppliers
- Experience in handling the warranty and out of warranty Service coordinator for Sony Consumer and Jumbo Salama Products
Education
B. Tech - Electrical & Electronics Engineering
Skills
- Key Performance Indicators (KPIs)
- Claims
- Settlement Verification
- Resolving Complaints
- Employee Performance Management
- Daily Transactions Review
- Monthly Inventory
- Administration and Reporting
- Contract Management
- Settlement Management
- Insurance Calculation
- Negotiation Leadership
Languages
English
Advanced (C1)
Malayalam
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Certification
- Sony Award for excellence in Best Turn Around Time - 2020
- Sony Award for excellence in customer experience in the TV category Training - 2020
Timeline
Service - Supervisor
Jumbo Electronics Company Ltd
2020.04 - Current
Service - Coordinator
Jumbo Electronics Company LTD LLC
2014.04 - 2020.01
B. Tech - Electrical & Electronics Engineering
- Sony Award for excellence in Best Turn Around Time - 2020
- Sony Award for excellence in customer experience in the TV category Training - 2020
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