Pawan Kumar

A financially savvy, customer experience-oriented Service Area In charge with a passion for service quality improvement and revenue generation with customer satisfaction. Over 8+ years of experience in service operation, with a focus on corporate policy and process efficiency. I am committed to promoting the highest standards and company values.

I am having 11.2 years of exp. in service & handing service operation which includes working with Livpure Pvt Ltd Nov- 2023 Now Working with Reliance Retails Limited (Resq.) to till Date.

Service Manager - Reliance Retail Limited (Resq.) - Panchkula, Chandigarh, Kalka, Baddi, Ropar

(2024-09)

Reliance Resq. leading all consumer durable products Sale & Service, with an annual revenue of over ₹ 25053 crores ($39 billion), a network of all over India offices.

• Handling 8 Service Partners
• Ensured that all services-related activities are performed in an efficient, timely, and professional manner.
• Maintain a response time of the team
• Monthly Spare billing, reconciliation, and revenue
• New ASP development as per requirement.
• Reduced customer's grievances tremendously; while streamlining work procedures & motivating field Team
• Communicate with customers who have escalated issues to determine the beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied.
• Ensure MSL with ASP for timely resolution of the issue
• Authorize to replace customer products that come under warranty and have mfg. Defects.
• Shared plan and escalated issues with ASP for timely resolution and analysis of field reports.
• Ensured MSL with the team.
• Monthly spare reconciliation with ASP and store
• Streamlined business outreach and re-engagement of lost customers in coordination with the Marketing department

Area Service Incharge - Livpure Pvt Ltd - Chandigarh, Mohali, Panchkula, Patiala, Ludhiana, Baddi (HP)

(2023-11 - 2025-09)

Livpure is an esteemed establishment in the Indian corporate world and is one of the most trusted and customer centric brands in India with 1M+ Happy Customers. Livpure with 10+ years of research and customer satisfaction is a brand that operates in a plethora of categories, all aimed towards wellness. The products are thoughtfully designed to minimize environmental impacts while ensuring best quality.

Our categories include Water Purifiers, Appliances, Water Purifiers on Subscription, Mattresses & Sleep Accessories and Smart Home Solutions.

• Maintain strong customer relations.
• Reduced customer's grievances tremendously; while streamlining work procedures & motivating field Team.
• Ensure to resolve escalated cases proactively and share feedback/ RCA with seniors.
• Overseeing service quality and random field visits for verification.

Area Service Manager - Kent RO Systems - Chandigarh, Mohali, Panchkula, Patiala

(2022-11 - 2023-12)

We are a 21st century health care products company with a vision for making the world a healthy and a happy family. Our mission is to produce innovative health care products that purify the water we drink, the food we eat and the air we breathe, thus help people live healthier. For us, bringing health care products to you is more than just a business, it is a passion.

In fact, the most prominent purpose of our existence. Pioneer in bringing revolutionary reverse osmosis (ro) technology to India, Kent started its operations from Noida, India in 1999.

• Maintain strong customer relations.
• Reduced customer's grievances tremendously; while streamlining work procedures & motivating field Team.
• Ensure to resolve escalated cases proactively and share feedback/ RCA with seniors.
• Overseeing service quality and random field visits for verification.
• Supervising and supporting the work, and mentoring the team.
• Conduct regular meetings (individual and group) with area team members to establish goals, review performance, and provide organized communications.
• Has responsibility for managing all aspects of multiple services

Service Team supervisor - Eureka Forbes Limited - Chandigarh, Mohali

(2019-12 - 2022-11)

Eureka Forbes Ltd is an Indian multinational consumer goods company based in Mumbai, India. It was founded in 1982 and is a part of the Shapoorji Pallonji Group. It provides water purification, devices, vacuum cleaners, air purification systems, and home security products.

• Performance management of team members, including coaching, recognition, disciplinary action, and performance evaluations.
• Conduct regular meetings (individual and group) with area team members to establish goals, review performance, and provide organized communications.
• Has responsibility for managing all aspects of multiple services
• Maintain strong customer relations.
• Reduced customer's grievances tremendously; while streamlining work procedures & motivating field Team.
• Ensure to resolve escalated cases proactively and share feedback/ RCA with seniors.

Area Service Engineer - Blue Star Limited - Chandigarh

(2016-06 - 2019-11)

Blue Star is India's leading air conditioning and commercial refrigeration company, with an annual revenue of over ₹ 4326 crores (566 million USD), a network of 32 offices, 5 modern manufacturing facilities and two new state-of-the-art facilities being set up, 2621 employees.

• Handling a Team of 15 service Technician (Chandigarh, Panchkula, Mohali, Himachal, Ludhiana, Hoshiarpur, Jammu & Kashmir)
• Ensured that all services-related activities are performed in an efficient, timely, and professional manner.
• Maintain a response time of the team
• Monthly Spare billing, reconciliation, and revenue
• New ASP development as per requirement.
• Reduced customer's grievances tremendously; while streamlining work procedures & motivating field Team
• Communicate with customers who have escalated issues to determine the beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied.
• Ensure MSL with ASP for timely resolution of the issue
• Authorize to replace customer products that come under warranty and have mfg. Defects.

Quality Testing Executive - R R GEAR PVT LTD

(2015-06 - 2016-12)

• Micro Vickers Hardness Tester, Tensile Machine (UTM) Rockwell, BHN (Brinel Hardness Testing)
• Impact Testing Machine (Izod/Charpy Test)
• Production Operation & Maintenance Reporting & Documentation
• Quality Assurance & Control Audit Operation Team Management
• Service / Maintenance Customer Handling Spare Parts Deal / Service Faults
• Shared plan and escalated issues with ASP for timely resolution and analysis of field reports.
• Ensured MSL with the team.
• Monthly spare reconciliation with ASP and store
• Streamlined business outreach and re-engagement of lost customers in coordination with the Marketing department

Diploma - Mechanical Engineering - Govt. Polytechnic College Firozpur Punjab (2015)

Graduation - B.A - R R P G College Amethi (2012)

12th - H S I College Partapgarh (2009)

10th - H S S Kaithaula Partapgarh (2007)