Himanshu Arora
Service Operations Manager at PANASONIC INDIA PVT LTD.
- Role
- Manager - Service Operations at Panasonic
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Himanshu Arora
I am a Senior Operations & Customer Experience Leader with 20+ years of experience…
Experience
Manager - Service Operations
Oct 2015 — Present · Gurgaon, IN
Key Responsibilities• Service Design and Deployment.• Strategy Planning & Implementation for Operational Performance Improvement.• Define, measure, and constantly monitor the functional SLAs and quality processes.• Process design that aim to achieve minimum revenue leakages.• Evaluation of customer satisfaction through Net Promoter Score (NPS).• Continuous Process Improvement driven towards a customer first culture.• Implementation of Preventive Escalation Management techniques.• Data Analytics: SLA / TAT trends, forecast analysis, VOC & customer escalations, competitor activity and industry trends.• Innovate and deploy highest standards of service levels to enhance customer experience.• Channel Support to Sales Distribution Network• Service Network Enhancement & Optimization.• Quality Audits & Quality Control.• Spare Part Forecast Planning.• Cost Analysis and P&L Management.• Vendor Management.• Evaluation of training needs and arrange regular technical & behavioral training.• Aligning of business objectives in close coordination with other cross functional teams.
Education
Oracle University
Oracle Certified Professional Database Administrator 9i, Database Administration
2003 — 2005
NIIT
D-NIIT, Computer Applications
2000 — 2003
Sikkim Manipal Institute of Technology - SMU
MCA, Master in Computer Applications
2004 — 2007
Symbiosis Centre for Distance Learning
PGDBM, Marketting
2009 — 2011
University of Rajasthan
BCOM, Commerce
2000 — 2003
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