About sahenaj begum
Academic Level Master’s Degree
Age 28 - 32 Years
Professional with over 11.1 years’ Experience in the field of Customer Service Delivery in consumer durables. Successfully demonstrated Management skills combining strategic insight & business acumen. Contributed to organizational growth and profitability, with a strong visual sense and the ability to implement experience into result oriented action. Currently associated with ResQ – Reliance Retail Limited as Deputy Manager. Leading a team of 6 Service executive & One Assistant Manger and taking care of 161 SBP’s pay-out & expenses, After sales service, Audit etc. with MBA in Finance Management.
Sikkim Manipal University
MBA in Finance Management from Sikkim Manipal University, in 2011.
2015 - Present
ResQ, Reliance Retail Ltd.
Working in-After Sales Service in Service Delivery Working in-HVAC Special Project NSO-New service centre Opening Finance –Pay-out & Budget management
2010 - 2015
Samsung India Electronics Pvt. Ltd
Responsible for Evaluation of KPI, Data Analysis, Management of Service center. Handling all service type Open calls, RC Calls HHP & NHHP Service centers. Managed Service center refund replacement cases Imparting Training to Service center , e.g.- Soft skills, Customer Handling , Technical advice etc Monitoring & Tracking of parts availability to Service centers to avoid escalations. Achieving set goals and targets. Analysis of financial data to evaluate health and risk to the company. To make decisions independently and quickly with minimal escalations. To interact with all levels of the organization and public. Service center Audit, Sharing Action plans, Sharing New updates & Warranty Policies introduced by company. Monitoring & Tracking of parts availability to service centers to avoid escalations. Monitoring Overdue Outstanding Tracking. Handling high escalations and coordination with all levels of the organization & customers. Follow up of customer complaints / VOC till closure. Updating and maintaining S/W like GSPN, GCIC, CS portal, BI and SAP etc. Preparing, Analyzing & Monitoring calls data, Maintaining KPI (Key Performance Index) to standardized Service center. Preparing all MIS report for entire branch of Orissa.
2008 - 2010
LG Electronics India Pvt. Ltd
Updating and maintaining S/W like LG CSNET. Monitoring & Tracking of parts availability to service centers to avoid escalations. Regular follow-up with Clients, Engineers and Customers. Updating and maintaining A/C of Company. To make decisions independently and quickly with minimal escalations. To interact with all levels of the organization and public. Handling Replacements & refunds of customer and Dealers
Honors & awards
Awarded as a Bright Spark Employee of the year2018
Awarded as a Bright Spark Employee of the year2019
Awarded as a Distinguished contributor the year2021