Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rajesh Kumar

Abbotsford

Summary

A highly motivated and result driven professional utilizing enthusiasm, perseverance, and strong desire to learn, contribute with creative drive and commitment to succeed. Seeking a challenging position in a growth-oriented organization. Constantly praised by senior management for outstanding performance and bringing the best out of challenging situations time & again. Passion for work and thriving in a high-pressure environment being a habit.

Overview

19
19
years of professional experience

Work History

Direct Service Manager / Area Service Manager

LG Electronics India Pvt. Ltd
01.2015 - 02.2016
  • Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
  • Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
  • Conducted market research and reported on competitors.
  • Boosted profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Established company own service setup & manage after sales service requirements for primary & End user customer of the allotted region by handling 100+ manpower.
  • Created a positive work environment for all employees.
  • Facilitating Support to Sales Department. Supporting 12 Distributors and 33 Direct Dealers & 125 sub dealers.
  • Monitor and adjust payroll issues of LGC.
  • Monitoring operations & resolving customer issues through Auth. Service Center of LG.
  • Ensuring timely update & training to ASC Engineers and Trade partners.
  • Ensuring optimum manpower to achieve KPIs like FTF, RTAT and Pending rate, Engineer Productivity etc.
  • Providing direction, motivation & training to the field service team for ensuring optimum performance.
  • Weekly Visits to Trade Partners for their feedback about Quality of service and taking corrective measures for improvement.
  • Revenue generation through AMC & OW Revenue.
  • Control warranty cost through regular audit of ASC to reduce fake claims.
  • Special Activity of maintaining the minimum defective stock return from customers & dealers.
  • Manage and monitor Field Service Operations.
  • Support cross-functional activities.
  • Build up network with ESC, ASP, and Dealers.
  • Achieved monthly targeted goals by resolving recurring errors, disputes, and missed revenue.
  • Controlling the defective management & Plan action for liquidating the categorized stock.
  • Review KPIs on regular basis to maintain the service deliverable.
  • Analyses the MIS on product performance in terms of service/technical and quality aspects.
  • Managed repair, maintenance and on-site support service contracts, warranty, safety & quality issues for the Division.
  • Develop strong customer and service team relationships to drive customer satisfaction and revenue growth through AMC/LMS/Accessory Sale.
  • Diagnose and resolve sales and service issues with a high level of importance.
  • Recruitment, interview, hiring, training, and mentoring Service Team.
  • Conduct field audits of service work performed.
  • Liquidation of customer return product under replacement through Second Sale to reduce cost effect.
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Analyzed service reports to identify areas of improvement.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Monitored service staff performance and provided feedback for improvement.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.

Service Franchisee

BSH Home Appliances Corporation, Samsung Electronics Co. (HE), New Country Appliances
08.2019 - Current
  • Since August 2019, I have been working as a Service Franchisee for BSH Home Appliances Corporation, Samsung Electronics Co. (HE), and New Country Appliances - Surrey.
  • Managed day-to-day operations, overseeing staff scheduling, inventory management, and financial reporting.
  • Built strong relationships with suppliers, negotiating favorable terms and ensuring timely delivery of products and services.
  • Improved overall customer experience by consistently delivering exceptional service and promptly addressing any issues or concerns.
  • Expanded market reach through strategic partnerships with local businesses, resulting in mutually beneficial collaborations that drove increased sales volume for both parties involved.
  • Established strong relationships with local media outlets for increased coverage on promotional events and announcements, resulting in greater public awareness of the franchise''s presence within the community.
  • Identified areas for improvement in store layout design, enhancing overall appearance while maximizing space efficiency for an improved shopping experience.

Area Service Manager

LG Electronics India Pvt. Ltd
01.2016 - 08.2019
  • Managing service operation for the complete range of LG products. Fulfill and maintain KPI keeping high satisfaction level for dealers and customers through speedy service maintaining the company policies keeping the cost targets and revenues. Keep the team motivated and up to date with new product knowledge.

Direct Service Center Manager

LG Electronics India Pvt. Ltd
01.2015 - 01.2016
  • Responsible for the service operations & to change the vision of direct centers from cost center to profit center.
  • Managed budgets and resources effectively, ensuring profitability of the service center.
  • Increased revenue with targeted marketing strategies to attract new clients.
  • Improved customer satisfaction by implementing efficient service center processes and procedures.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Developed detailed plans based on broad guidance and direction.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Area Service Manager

LG Electronics India Pvt. Ltd
08.2012 - 12.2015

Area Service Manager

LG Electronics India Pvt. Ltd
12.2010 - 08.2012

Territory Service Executive

Electrolux Kelvinator Ltd
02.2006 - 11.2010

Education

Diploma - Mechanical Engineering

RVDU

Diploma - Refrigeration and Air Conditioning

I.T.I.,
Riwari

10th - undefined

Govt. High School - Jind

Skills

  • Complaint Resolution
  • Teambuilding & Training
  • Patience & Empathy
  • Effective Communication
  • Cost Reduction
  • Ability to Keep Calm in Stressful Situations

Languages

English
Full Professional
Hindi
Native or Bilingual
Punjabi
Full Professional

Timeline

Service Franchisee

BSH Home Appliances Corporation, Samsung Electronics Co. (HE), New Country Appliances
08.2019 - Current

Area Service Manager

LG Electronics India Pvt. Ltd
01.2016 - 08.2019

Direct Service Manager / Area Service Manager

LG Electronics India Pvt. Ltd
01.2015 - 02.2016

Direct Service Center Manager

LG Electronics India Pvt. Ltd
01.2015 - 01.2016

Area Service Manager

LG Electronics India Pvt. Ltd
08.2012 - 12.2015

Area Service Manager

LG Electronics India Pvt. Ltd
12.2010 - 08.2012

Territory Service Executive

Electrolux Kelvinator Ltd
02.2006 - 11.2010

10th - undefined

Govt. High School - Jind

Diploma - Mechanical Engineering

RVDU

Diploma - Refrigeration and Air Conditioning

I.T.I.,

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