AJAY KESHARWANI
After Sale Support
Bhopal
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
2
2
Languages
Work History
Service Manager
Vishwas Multitech Systems PVT LTD
05.2025 - Current
- Handling all West Zone of all brands.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.
- Resolved customer complaints in a professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in a professional and timely manner.
- Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.
Area Service Manager
CELLECOR Gadgets Limited (Unitel Info PVT LTD) (Unity Communication)
07.2020 - 03.2025
- Handling total 89 Service Centre and their Engineers in MP CG
- Handled Gujarat Region also between Aug 2022-March 2024 with MP CG from Bhopal Base location
- Handling TV, AC, Washing Machine, Refrigerator, Geyser Onsite support also Cooler Launched in this year, and Mixer Grinder, Speakers, Heater, Mobiles, smart Accessories in caring Service at MP CG
- Appoint the new ASC in MP CG
- Inventory Management MSL and Defective.
- Calling activity to Costumers and Distributors.
- Give hardware and software training to service Centre Engineers as per required and MIS person.
- Resolve all issues in service-related query.
- Asking from Costumers about service qualities of service centers.
- Resolve daily pending calls.
- Follow up with Dealers, Distributors for clear pending issues Timely.
- Customer Service Operation Management
- Customer call resolution as per defined branches
- Conduct scheduled/surprise audit, report observation and take corrective action for process adherence gaps at service Centre.
- Ensure availability of spares from branch offices to service partner.
- Maintain MSL of spare parts at ASC
- Partner Life Cycle Management
- Effective service partner appointment as per the plan for Business Unit
- Service Partner Relationship Management
- Resolve service partner issues related to customer service, claim settlement etc.
- Ensure product knowledge / repair skill improvement for service partner technician.
- Ensure smooth separation of Service Partner with all issues well settled before separation without impacting customer service.
- Service Asset Management
- Ensure smooth recovery process of DOA, defective PCBs, and defective parts from Service Partner.
- Repair Skill Enhancement of Technician
- Need to Ensure Eng. repair Skills at service centre.
- Provide repair skill know-how to repair technician.
- Customer Service Performance Management
- Perform root cause analysis of customer service Performance parameters and corrective action
- Planning, implementation and control
- Report quality failures with respect to the company's products to the quality control team for immediate corrective actions.
- Identify and resolve gaps in customer service (impacting Customer TAT, Service Cost, Repair Quality)
- Desired Skills and Competencies
- People management skills
- Ability to perform well as an individual as well as in a team
- Good communication skills Sound technical knowledge with exposure to L1-L4 repair environments
- To impart training on processes and service management
- Working knowledge of service CRMs/SMS (Service Management Systems), Excel, Power point presentation
Area Service Manager
Magicon Impex PVT LTD (Jivi Mobile)
09.2019 - 07.2020
- Customer Service Operation Management
- Partner Life Cycle Management
- Service Asset Management
- Repair Skill Enhancement of Technician
- Customer Service Performance Management
Area Service Manager
Lephone Technology PVT LTD (Lephone Mobile)
09.2018 - 07.2019
- Customer Service Operation Management
- Customer and Distributor call resolution as per defined branches
- Conduct scheduled/surprise audit, report observation and take corrective action for process adherence gaps at service centre.
- Partner Life Cycle Management
- All Effective service partner appointment as per the plan for Business Unit
- Resolve All service partner issues related to customer service, claim settlement etc.
- Product knowledge / repair skill improvement for service partner technician.
- Smooth separation of Service Partner with all issues well settled before separation without impacting customer service.
- Service Asset Management
- Smooth recovery process of DOA, defective PCBs, and defective parts from Service Partner.
- Repair Skill Enhancement of Technician
- As per required ensure that Engineer repair Skills at service centres is perfect.
- Repair skill know-how to repair technician.
- Customer Service Performance Management
- Perform root cause analysis of customer service Performance parameters and corrective action
- Planning, implementation and control
- Report quality failures with respect to the company's products to the quality control team for immediate corrective actions.
- Identify and resolve gaps in customer service (impacting Customer TAT, Service Cost, Repair Quality)
- Desired Skills and Competencies
- Ability to perform well as an individual as well as in a team
- Good communication skills Sound technical knowledge with exposure to L1-L4 repair environments
- To impart training on processes and service management
- Knowledge of service CRMs/SMS (Service Management Systems), Excel, Power point presentation
Area Service Manager
Magicon Impex PVT LTD
05.2014 - 09.2018
- Headed Magicon Impex PVT LTD service operations for 2 States Madhya Pradesh and Chhattisgarh
- Handling total 90 ASC in MP & CG.
- Give hardware and software training to service center Engineer and MIS person.
- Resolve All issues in service-related query.
- Resolve daily pending calls.
- Appoint the new ASC in MP & CG.
- Follow up with Distributors for clear pending issue.
- Maintain TAT.
- Service Asset Management
- Ensure smooth recovery process of DOA, defective PCBs, defective parts from Service Partner.
- Repair Skill Enhancement of Technician
- Need to Ensure Eng. repair Skills at service centre and.
- Insure to maintain relation with ASC and Distributor.
- Provide proper training to technician.
Marketing FOS
Khandelwal Agencies (Distributor of Aircel Telecom)
09.2010 - 08.2011
- Field Marketing Sales
- Visit Market and Make Retail Outlet at my Location at Raipur Zone
- Ensure availability of balance and Sim at every retailer.
- Maintain to float every scheme to every retailer on daily basis.
Education
B.Com -
D.A.V.V. University
Indore01-2016
12th pass - undefined
C.G. Board
01-2013
Privet Training of Computer hardware and Software - undefined
Coaching Centre
01-2011
Mobile Software and Hardware (I.C. Level) Course - undefined
ASECT Centre
Bilaspur, CG01-2008
10th Pass - undefined
C.G. Board
01-2007
Skills
- Hardware & Software Maintenance
- Trouble Shooting, MS office
- Working with V-Lookup and Pivot Table
- Customer Responsiveness
- Positive attitude & thinking
- Time management
- Problem Solving Skills
- Initiative & Reactiveness
- High-level customer service
Work Planning and Prioritization
Accomplishments
- Under Top Rank on Management of Costumer Service TAT maintain from starting to till date on CELLECOR Gadgets Limited.
- Under Top Rank in June 2023 then achieve foreign Trip by CELLECOR Gadgets limited.
- Under Top 2nd Rank on Nov. 2020 at Cellecor InfoTech LLP.
- Under Top ranked on sales at MP and CG at Lephone technology with our sales and Service team help.
- Under Top 2 Rank on service TAT on Lephone technology at National level working.
- Under Top 3rd on National Level at Magicon Impex PVT LTD. On best services
- Under 2nd Ranked to maintain DOA handset on national level working on Magicon Impex PVT LTD
Interests
Travelling, Electronics, Watching News and Advertisements
Timeline
Service Manager
Vishwas Multitech Systems PVT LTD
05.2025 - Current
Area Service Manager
CELLECOR Gadgets Limited (Unitel Info PVT LTD) (Unity Communication)
07.2020 - 03.2025
Area Service Manager
Magicon Impex PVT LTD (Jivi Mobile)
09.2019 - 07.2020
Area Service Manager
Lephone Technology PVT LTD (Lephone Mobile)
09.2018 - 07.2019
Area Service Manager
Magicon Impex PVT LTD
05.2014 - 09.2018
Marketing FOS
Khandelwal Agencies (Distributor of Aircel Telecom)
09.2010 - 08.2011
12th pass - undefined
C.G. Board
Privet Training of Computer hardware and Software - undefined
Coaching Centre
Mobile Software and Hardware (I.C. Level) Course - undefined
ASECT Centre
10th Pass - undefined
C.G. Board
B.Com -
D.A.V.V. University