Himanshu Arora

Manager - Service Operations @Panasonic

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.

Oracle University

Oracle Certified Professional Database Administrator 9i, Database Administration

NIIT

D-NIIT, Computer Applications

Sikkim Manipal Institute of Technology - SMU

MCA, Master in Computer Applications

Symbiosis Centre for Distance Learning

PGDBM, Marketting

University of Rajasthan

BCOM, Commerce