Praveen Tiwari
Vice President & Head of Customer Service @AVI Renewable Energy Pvt Ltd
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WORK HISTORY
Vice President & Head of Customer Service @AVI Renewable Energy Pvt Ltd
Delhi, IN
Customer Complaint Management: Ensure all complaints are resolved within the specified TAT. Maintain transparency by tracking resolved and open cases.Feedback & Improvement: Collect customer feedback and coordinate with technical teams to continuously enhance service quality.Contract Compliance: Ensure all after-sales services adhere to AMC and contractual obligations, with safety policies and standards in place.Cost & Spare Parts Management: Conduct regular stock audits, forecast spare part requirements, and optimize service delivery costs. Ensure timely insurance claims and monitor related expenses.Digital & Operational Efficiency: Implement digital initiatives for operational efficiency, manage manpower deployment, and oversee reverse logistics for warranty claims.Supplier & Franchise Management: Formulate service agreements with suppliers and franchises, ensuring compliance with AMCs and overseeing out-of-warranty services.Team Leadership: Build and lead a high-performing service team, setting KRAs and KPIs, while fostering a culture of continuous improvement.Government Liaison & Branding: Ensure effective communication with government bodies and enhance the company\'s reputation through excellent customer service.
EDUCATION
University of Lucknow
Bachelor's degree
Janardan Rai Nagar Rajasthan Vidyapeeth University
Diploma
GLA University
Master of Business Administration - MBA
ABOUT PRAVEEN TIWARI
Hello, I am a seasoned Customer Experience Leader, boasting an extensive track record in multi-location, multi-product environments across diverse industries. My expertise spans Consumer Durables, Home Appliances, DTH, Telecom, and Telematics, affording me a profound understanding of these sectors. My capabilities encompass service turnaround, digital transformation, service process re-engineering, supply chain optimization, cost management, and service revenue enhancement. Moreover, I possess cross-functional acumen in product deployment, continuous improvement, and adept project management skills. My experience equips me to navigate even the most intricate and challenging business scenarios. Recognized for my proactive, process-driven, customer-centric, adaptive, entrepreneurial, and dynamic leadership style, I excel at conceiving innovative solutions and delivering successful outcomes. My career journey includes collaborations with prominent multinational corporations and leading Indian conglomerates, ranging from startups to established entities on growth trajectories. My market segment expertise extends to D2C, B2C, B2B and B2G landscapes, spanning both urban and rural markets across India. My domain knowledge encompasses customer experience optimization, channel management, service strategy formulation, cutting-edge contact center technologies, service marketing and revenue generation, strategic solution selling, efficient supply chain management, and adept project execution.
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