Service co-ordinator (Bihar Circle) - HBL ENGINEERING LIMITED - Bihar
(2024-06)
O&M Cluster Manager utility (Passive Infra) - Reliance Infratel limited - Kolkata
(2019-06 - 2023-10)
- Closely monitored employee feedback and customer reviews to help improve processes and procedures.
- Monitored department operations to identify inefficiencies and process flaws, promptly managing change.
- Coordinated meetings with staff to delegate tasks, communicate targets and determine individual priorities.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Maintained excellent customer service by promptly following up on complaints and requests.
- Managed the recruitment processes for various departments, including reviewing applications, interviewing and selecting talent.
- Compiled data on team activities and prepared reports for senior management review.
- Established clear policies and procedures guiding service staff operations. Presented business performance reports, highlighting successes and improvement areas.
- Supervised technical work according to applicable best practices and regulatory requirements.
- Planned staff activities to meet operational demands.
- Handled 100 of inbound calls per day.
- Optimised team training and staff development.
- Managed customer interactions, such as answering queries, managing complaints and solving issues.
Operation Support Engineer Passive infra, O&M utility - Reliance infratel limited - Kolkata
(2014-05 - 2019-06)
- Installed PIU, NMS, SMPS, Battery Bank I&C & Maintenance.
- Battery bank load testing & cell voltage monitoring for hub sites.
Service coordinator - Acme Telepower ltd - Patna
(2012-07 - 2013-03)
- Managed smooth operations and communicated timely updates to coordinate service activities.
- Successfully managed and coordinated team of 20+ employees. Assessed feedback from customers to gauge satisfaction and project success.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Set up business contracts, obtained signatures and processed paperwork.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Monitored staff performance and developed improvement plans.
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
- Supervised work of contracted employees to deliver work on schedule.
- Handled 80-90 of inbound calls per day.
- Managed bookings to optimise team availability.
- Prepared range of written communications, documents and reports.
Service Technician - Acme Telepower ltd - Patna
(2011-05 - 2012-06)
- Installed PIU, NMS Battery Bank to conduct upgrades, support internal storage and amplify speed.
- Repaired and replaced broken-down equipment to maintain strong device and avoid work disruptions.
