Candidate

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First Name: Devender
E-Mail Address: devender.r1990@gmail.com
Country: India
Phone: 09885676004
Current Job Designation: Area Service Manager
Job Designation Applying For: Area Service Manager
Total Years of Experience: 7
Copy your Resume / CV in this box: DEVENDER KUMAR R
India
Contact: +91 9885676004 | E-mail: devender.r1990@gmail.com
LinkedIn URL: https://www.linkedin.com/in/devender-kumar-37883786/
Personal Particulars
Date of Birth: 04-01-1990│ Nationality: Indian
Passport Number: Z5978656
Permanent/Present Address: India
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PROFESSIONAL SUMMARY
Result Driven Professional with over a decade of distinguished expertise in the consumer durable industry, specializing in customer service and satisfaction Good at orchestrating large-scale service operations, managing multi-product portfolios, and driving customer-centric strategies to achieve operational excellence Good track record of enhancing service delivery, optimizing resource utilization, and maintaining high customer satisfaction metrics A strategic leader with a knack for streamlining processes, fostering team collaboration, and implementing innovative solutions to meet organizational goals.

SKILLS

Technical Skills: CRM (Salesforce), Warehouse Audits, Spare Parts Management, NPS Optimization, Digital Tools Implementation, Service Franchise Management
Functional Skills: Customer Satisfaction, Key Account Management, Team Leadership, Process Streamlining, Training & Development, Institutional AMCs, Retail Market Handling


WORK EXPERIENCE
Area Service Manager │Voltas Limited | Jul 2013 – Jul 2022
• Spearheaded customer satisfaction initiatives across Hyderabad and Telangana, managing a diverse product portfolio including air conditioners, refrigeration units, and home appliances.
• Implemented CRM (Salesforce) to enhance service efficiency and customer engagement.
• Directed 15 service franchises, ensuring seamless operations and alignment with retail market demands.
• Optimized spare parts logistics, reducing defective unit resolution time to 15 days.
• Conducted quarterly warehouse audits, maintaining inventory accuracy and operational readiness.
• Delivered technical and soft skills training to technicians, improving service quality and safety standards.
• Maintained an NPS of 80% and managed 55% of branch call load, contributing significantly to revenue generation.
Area Service Manager │Croma Limited | July 2022 – Nov 2022
• Oversaw customer service operations for Hyderabad and Telangana, handling a wide range of consumer electronics and appliances.
• Streamlined defective unit clearance processes, achieving resolution within one month.
• Expanded service network by onboarding 5 additional service centers to accommodate growing customer demand.
• Conducted monthly audits of spares and finished goods, ensuring operational efficiency.
• Maintained breakdown call dissatisfaction rates below 2%, enhancing customer trust and loyalty.
Area Service Manager │Samsung India Electronics Limited | Nov 2022 – Jul 2024
• Managed customer satisfaction for Hyderabad and Telangana, overseeing a vast product range including home appliances, visual displays, and mobile devices.
• Supervised 28 service centres, ensuring efficient service delivery during peak demand periods.
• Implemented same-day service initiatives, significantly improving customer experience.
• Maintained NPS at 80%, HCS at 90%, and dissatisfaction rates at 2.7%.
• Leveraged digital tools to enhance service center operations and customer engagement.

EDUCATION
Bachelor of Technology (Mechanical Engineering), JNTU Hyderabad University, India, 2013
Diploma in Automobile Engineering, S.G.M. Government Polytechnic College, India, 2008

LANGUAGES
English, Hindi


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