Devdas Pabba

About Devdas Pabba

25 years experience in Customer Service Delivery Domain ** CE, HA, MOBILE Repair…

Experience

1. Customer Service Support Manager

   Sony India Pvt Ltd

   Jan 2015 — Present · New Delhi, IN

   Responsible for Repair Service Operations Performance of 350+ Authorized Service Partners PAN India as HO Operations VerticalMonitor and improve KPI (RTAT, Daily Pendency,Repeat Repair,NPS,CSAT,SOP implementation, Governance & Compliance Adherence, Defective Part return reverse logistics)** Achieved best ever RTAT (Repair TAT) in FY18 leading to recognition with Award to Sony India at Sony Global level.Responsible for MSL process – planning, distribution & monitoring consumption.** Achieved objective of Targeted RTAT improvement of 15% in CAVIT & 35% in Mobile Repairs. MSL Process Audited by EY, reported RTAT achievement & 99% consumption of MSL parts issued to ASC Partners with no Non-moving inventory Improved Entry Level Screening process and reduced ELS Fail cases from 250-300 per month to less than 100 cases per year & avoided loss Improved Defective parts return reverse logistics reducing pendency ageing from >90days to <30days** Reduced spare inventory exposure at ASC - FOC spares not consumed more than 90 days returns enabling FOC parts redistribution and high availability to more ASC partners thus helping Parts Management team avoid purchase of new partsAlso responsible for Service Operations IS platform (Repair Management System, for CAVIT & Mobile, Portal for Product Exchange to customers, Extended Warranty B2B portal)** Automated IS systems modules for SRN of Good, DOA parts & Warranty Claims payout** GST migration of Service Repair Management systems Created Dashboards for Daily Pendency review, RTAT bulletin, Gap analysis, Full & Final review, ASC Account Blocks, Defective parts return trackers, Consolidated Performance ScoreCard, HO Driven Activities, SOP implementation, Audit Review & Audit observations corrections Extended Warranty Sale through ASC & Sony Exclusive CountersSuccessfully managed ASC Partner Service Conference as E2E PIC PAN INDIA for 4 yearsNational Retail Service PIC

Education

• Andhra Education Society High School & Jr. College

  Higher Secondary Certificate

  1954 — 1989

• Dr. D.Y.Patil College of Engineering

  B.E

  1991 — 1994

Skills

• Vmware
• Team Building
• Management
• Program Management
• Telecommunications
• Storage
• Vendor Management
• Servers
• Crm
• Project Management
• Troubleshooting
• Enterprise Software
• Networking
• Service Delivery
• Team Management
• IT Service Management
• Account Management
• Channel Partners
• Customer Satisfaction
• New Business Development
• Sales Operations
• Project Planning
• Operations Management