Sumesh Madhavan

Over 15 years, I've had the real satisfaction of building an independent Apple service business for 8 of those. That included forging service partnerships and launching FOCO stores across Maharashtra for a reputed company. Plus, I bring 6 years of solid retail sales experience to the table. I'm driven by results and deeply committed to customer service.

• Proprietor at iTech Solutions (An Independent Service Provider for iPhone & Macintosh) from June 2015 to April 2023.

> Managing day-to-day operations.

> Acquiring and retaining clients by providing best possible service.

> Diagnosing the defective iPhones / Macintosh that comes for service and identifying root cause of the problem.

> Determine parts to be repaired / replaced and provide cost estimates to the clients prior to starting any work.

> Performing repair by following all the safety measures and making sure that the work is completed before the estimated time for 100%

CSAT.

• Worked with iStore by Reliance Digital (Apple Premium Reseller) as a Senior Sales Associate from May 2014 to June 2015.
• Worked with Lester Info-services Private Limited as a Senior Apple Tech Support Associate since May 2013 to May 2014.

> Providing Software Support for Apple Macintosh through Remote Desktop Connection Software (LOGMEIN) to customers based in United States, United Kingdom, Canada and Australia having Annual Maintenance Contract with the company.

> Maintaining Case Average Handling Time (AHT), First Case Resolution (FCR), Case Resolution Rate and also updating the daily report in CRM.

• Worked with iStore by Reliance Digital (Apple Premium Reseller) as a Senior Sales Associate from May 2011 to May 2013.

> Attending customers and providing them assistance in selection of product as per their need and maximizing sales by up-selling and cross-selling.

> Basic knowledge of SAP, Handling Store Inventory (Stock Inward & Outward), Stock Take on Weekly & Monthly Basis, Store Opening and Closing process, Taking care of Complete Store Operations.

> Merchandising products as per Company guideline.

> Providing complete Training of Product to the Customer.

> Handling customer queries, pre & post-sales regarding product.

• Worked with V5 Global Services as a Brand Promoter for well-known Laptop brands like Gateway & Lenovo in Tata Croma & Vijay Sales stores at various locations in Mumbai from March 2010 to May 2011.
• Worked with Denave as a Brand Promoter of Hindustan Computer Limited (HCL) in E-zone (Future Group Venture) from December 2009 to March 2010.
• Worked with CANTABIL, leading Clothing Brand in India as Retail Sales Associate from Feb 2008 to Dec 2009.

> Attending customers and providing them assistance in selection of Product as per their need and maximizing sales.

> Responsible in making bills and memos.

> Handling Stock.

> Merchandising products as per guideline.

> Handling customer queries, pre & post-sales regarding product.

• Certified Course in Retail from IIJT which covers vast topics of retail market and helps studying customer’s buying behavior, selling techniques, Store operation and administration and many more. (2008)
• Diploma in Air Conditioning & refrigeration from Kohinoor Technical Institute. (2004-2005)
• Passed Secondary School Certificate from Maharashtra State Board (2003-2004)