Dimple Gupta

Results-driven Service Support professional with 9 years of experience in AMC service department excelling in Contract Management, Service coordination, Customer Liaison, problem-solving, and effective communication. I am passionate about leveraging my service expertise and to contribute to your team's success and drive impactful results.

AMC Service Support (Service Dept.) - Escon Elevators Pvt Ltd - Goregaon- Mumbai

(2025-11)

Elevator company

• AMC Renewal Monitoring: Conduct weekly reviews of AMC Not Renewed (ANR) cases with Customer Relation Executives (CREs), track expiry dates, and coordinate renewal efforts.
• Daily Follow-Up for Renewals: Follow Up with customers for the CM (Current Month) and Advance Renewal cases on daily basis and take proactive follow-up for closures on time.
• Lost and LSD Retrieval: Maintain records of Lost and LSD (Long Shutdown) customers and follow up towards retrieving those customers.
• Analysis and Escalation: Perform monthly analysis of not-renewed and AMC outstanding cases. Escalate noncompliance or long-overdue cases to your reporting head.
• Tendering Support: Liaise with Head Office tender team for preparation and submission of AMC tender documents.
• Deposit Recovery: Follow up on EMD, BG, SD, FDR, and DD deposits related to maintenance contracts and coordinate returns/adjustments.
• Weekly Collection Review: Hold weekly discussions with CREs and direct follow ups with customer towards collecting the outstanding payments on timely basis.
• CRE Schedule Management: Create and update weekly schedules for CREs ensuring optimal customer coverage and visit planning.
• Performance Review: Conduct periodic performance reviews with the CRE team, highlight gaps, and realign targets.
• Documentation Support: Revise AMC letters, generate PI, tax invoices, and agreements as per CRE or customer requests.
• FMS Updates: Ensure timely and accurate entry of customer, lift, and contract data in the FMS.
• Customer Correspondence: Respond to customer mails promptly and with appropriate follow-ups.
• Incentive Processing: Prepare incentive reports for AMC retrievals monthly for the CRE team.
• Monthly Forecast: Prepare monthly forecast on the Renewals, Collections, Lost and LSD retrieval with the support of CREs and forward to the reporting head.
• Monitoring the CRE's plan vs achievement: Monitor the CRE's daily plan and their outputs on the visit.
• On time documentations: Ensure the AMC, OS and AMC reminder letters has been submitted with client on time.
• Incentive reports for the CREs: Prepare and submit the Incentive claiming formats with prior approval from the Operations Head and forwards to HO maintenance dept., for further action.
• Calling Dissatisfied Customers: Contact customers who are dissatisfied with the services may due to repeated breakdowns or any other reasons and give the feedback to the operation head.
• Complaint Handling: Log, follow up, and close customer complaints which are received through mail.
• Appreciation Record: Document positive feedback received and share with the team for motivation.
• Preparing TIS or Repair MR quotations in word also raising request in Excel and online google sheet to HO.
• Preparing AMC MR in Excel and online google sheet to HO.
• Preparing proforma invoice for AMC renewal/ AMC OS / or any repair work if any.
• Book receipt after payment is received.
• Transferring PM monthly tickets, safety inspection & quality audit of AMC service to technicians.
• Sending Branch outward challan for faulty material to HO for repair & return against delivery challan.
• Creating Branch Challan for Technician taking material at site.
• Creating vendor Purchase order and Tax Invoice in tally.
• Creating Standby Forms, MRIR Form, AMC letters.
• Update separate record of MCGM/ govt /and corporate clients monthly service vouchers.
• Update various Excel sheet for records.
• Update client details, name/post / address/ contact no/email id /GST no/pan no / tan no.

AMC Service Support (Service Dept.) (On Contract Bases) - Leica Biosystems- Danaher - Kurla- Mumbai

(2024-08 - 2025-03)

Cancer Diagnostics company

• Created CMC/AMC service contracts, including conversions and renewals by using Navision software to align with client requirement and drive revenue growth.
• Prepared accurate different quotations for spare parts, service visit charges, one-time repairs enhancing sales opportunities and boosting customer satisfaction.
• Attended customer complaints efficiently via phone and email, ensuring various breakdown case/ticket logg in SFDC (approx. 25 case per day) and coordination with TAC for rapid resolution.
• Acted as the primary customer contact for equipment issues and service inquiries, delivering client support.
• Created and scheduled breakdown work orders for FSE in advance and on daily bases in SFDC, ensuring prompt and effective service delivery.
• Proactively and on immediate requirement bases generated Preventive Maintenance Service (PMS) work orders in SFDC, optimizing scheduling based on FSE availability and Gantt chart planning.
• Managed work order and case resolution within SFDC, ensuring closure on time and maintaining high service quality standards.
• Collaborated cross-functionally with FSE, RSM, Service Manager, Sales, and Finance teams to ensure operational excellence and maximize service revenue.

AMC Service Commercial (Service Dept.) - Technogreen Air Conditioning Pvt Ltd - Ram Mandir-Mumbai

(2019-11 - 2023-11)

HVAC company

• Proactively created and dispatched competitive quotations for CMC/AMC contract renewals, conversion before expiry period of previous contract for BSL and Direct Client.
• Prepared quotations for Retrofit projects, and one-time chargeables jobs for BSL and Direct Client.
• Executed cost analysis while preparing retrofit and chargeable job quotation with the help of project team, purchase team service, manager for both BSL and Direct Client.
• Led end-to-end AMC contract negotiations, from pricing, discussions to contract closure, maximizing profitability.
• Secured purchase orders, issued PI and Tax Invoices, and ensured timely payment collection for all type of contracts (AMC, Repair, Retrofit, warranty commission) optimizing cash flow.
• Prepared and invoiced chargeable jobs, managing payment processes efficiently for both BSL and direct clients.
• Ensuring all the workorders received from Bluestar on regular bases with the correct amount and others details.
• Submitted different tax invoices (AMC / Repair/ Warranty commission) via BSL platforms such as Star Sampark service portals, ensuring compliance.
• Managed client inquiries and complaints, ensuring high customer satisfaction and retention.
• Conduct regular courtesy meetings with clients to review contract performance and gather feedback.
• Identified and developed new business opportunities through prospecting, leveraging existing and reference clients.
• Facilitated functional meetings on quarterly bases with different BSL teams along with company managers and immediate bosses to align on service delivery and revenue targets on bases.
• Coordinated with Service Engineers to monitor equipment health, supporting proactive AMC management.
• Drove service revenue growth through strategic account management, client retention and creation.
• Post AMC assisting CCO for service delivery.
• Punching AMC sales orders in Tally ERP 9.0 and ANT software post-PO approval, ensuring order execution.
• Generated detailed equipment's Health reports in Excel to track performance metrics and revenue insights.
• Maintained accurate data records in company software (ANT) for streamlined operations.
• Managed immediate dues, NDC, warranty commission claims etc reports submissions to Bluestar to facilitate dealer revenue collection.
• Preparing regular data on AMC performance, contract status, and financial metrics.

AMC Service Commercial (Service Dept) - Sundaram Technologies - Kandivali-Mumbai

(2018-06 - 2019-09)

Security product and software company

• Successfully pitched AMC proposals to both existing and prospective clients, driving revenue growth.
• Prepared comprehensive AMC and CMC contracts competitive quotations to secure business.
• Led end-to-end AMC on boarding process, ensuring seamless closure and timely payment settlement.
• Managed invoice generation, payment collection, and optimized service revenue streams.
• Coordinated-functionally with clients, support teams, accounts, and marketing to ensure service excellence.
• Directed technical support staff to deliver application support aligned with contractual obligations.
• Generated secure product keys using specialized "Makesure" software to facilitate client deployments.
• Organized engineer visits for on-site support, ensuring prompt and effective service delivery.
• Maintained accurate records in Excel and Tally, ensuring data integrity and streamlined reporting.

Class Teacher (Pre-Primary) - Jesus Mary High School - Bhayander- Mumbai

(2017-11 - 2018-04)

• Delivered all subjects in the Junior and Senior sections as per academic curriculum.
• Develop and implemented lesson plan with creative method.
• Organized and facilitated regular parent-teacher meetings on regular basis about their children progress, concerns, and celebrating achievements.
• Monitored and assessed student progress through exams and assignments ensuring of continuous improvement.
• Prepared report cards based on each exam.

Class Teacher (Pre-Primary) - KIDZEE Pre Primary School - Kandivali-Mumbai

(2016-03 - 2017-03)

• Design and implement engaging lesson plans for pre-primary children.
• Create a safe, nurturing, and inclusive classroom environment.
• Assess and monitor children's developmental progress regularly.
• Organize age-appropriate activities to promote learning and creativity.
• Maintain open communication with parents about children's progress.
• Ensure classroom cleanliness and proper maintenance of teaching materials.
• Collaborate with colleagues to develop curriculum and teaching methods.
• Incorporate play-based learning to enhance cognitive and social skills.
• Participate in staff meetings and ongoing professional development activities.

Accountant and administrator - Century Sales Corporation - Goregaon Mumbai

(2010-10 - 2012-01)

Dealer in Adessive, Abessive, Locks

• Executed accurate accounts reconciliation and streamlined administrative processes.
• Processed sales and purchase orders with precision to optimize workflow.
• Leveraged Tally ERP 9 software to enhance financial reporting and operational efficiency.
• Managed daily banking operations to ensure seamless financial transactions.

Bachelor of Computer Application - Computer Application - L.N College, Tilak Maharashtra Vidyapeeth Pune University (2008-06 - 2010-05)

Bachelor of Commerce - Commerce - Ghanshyamdas Saraf College, Mumbai University (2006-06 - 2009-05)