About sahenaj begum

  • Academic Level Master’s Degree
  • Age 28 - 32 Years
  • Salary 1850
  • Gender Female
  • Industry Management

Description

A

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.

Education

Experience

  • 2015 - Present
    ResQ, Reliance Retail Ltd.

    Deputy Manager ResQ Operations – Mumbai

     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

    Sr. Executive Services Appliance Division as Branch co. at Bhubaneswar Branch.

     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

    Back Office Executive at Auth. Service center

     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

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