Manish Kumar
Dy GM-Consumer Service/relationship||New Connections|| Business Process Analysis & Improvement ||Data Analyst llDistribution Network Analyst ||AT&C Loss reduction||learnt best practices across DISCOM||Energy Transition
- Role
- Deputy General Manager at Bses Delhi
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Manish Kumar
A power system professional with over 17 years Techno-commercial experience across the power distribution sector (Power Discoms) Current Profile: Consumer Relation Manager / Manager Power Supply/ Manager Consumer services / Manager Connection management Group • Customer door step service: On boarding of new connections and consumer acquisition, Category and Load change of existing consumers, Meter /Pole shifting, Meter Testing, Name change • Customer relationship management: Grievance redressal through online CRM portal, Walk-in Customer helpdesk ticket resolution, customer care call center calling and email management and resolution. • Process automation and digitization: Online application process for new connections and other than new connections process. 100 % application process through on site TF Punching with real time site status. •Virtual Technical Feasibility through AI enable process • Data Analytics: Analysis of pending application, rejected connection, root cause analysis & assessment and action to minimize rejections. • Recovery of regular and enforcement dues, Loss reduction activity. • Impart Training on SOP and DERC guideline to Field and backend team for better performance and positive approach towards process. • Leading Team of Data Center,Meter reader, Bill distributor, new connection assesses Door step service backend team, Customer helpdesk team, DT tagging and GIS survey team for consumer indexing, asset tagging and administrative work under division. Cost optimization by maintaining work with respect to available resources • Process development, improvement of process and Standard Operating Procedures for efficient work and Business excellence • Regulatory, CEA and Electricity act and SOPs compliance • Ensuring resolution and filing ATR against consumer complaint, Audit, honorable forums & court etc related to new connections and other than new connections services. • Collaborated effectively with cross-functional teams to address customer issued, leading to timely resolutions and improved customer experiences. • Problem Solving Skill and demonstration empathy: utilized strong problem solving skill to identify the root cause of complaints and implement effective solutions,demonstrated empathy in understanding customer concern resulting in increased consumer satisfaction • Highly motivated professional and a good team player having excellent analytical skills, ability to upgrade to new technologies within minimal time span, adaptive nature.
Experience
Deputy General Manager
Apr 2021 — Present · New Delhi, IN
BSES Rajdhani Power Limited (A Joint Venture of Government of NCT of Delhi)
Education
Punjab Technical University
Bachelor of Technology - BTech, Electrical Engineering; Electrical
2004 — 2008
DAV Institute of Engineering and Technology
Bachelor of Technology - BTech, Electrical Engineering
2004 — 2008
Skills
- Control Systems Design
- Autocad
- Power Systems
- Cymedist,Etap,Digsilent Power Factory
- Power Distribution Tools
- Energy
- Electricians
- Testing
- Electrical Engineering
- Matlab
- Simulations
- Power Distribution
- Power Plants
- Etap
- Engineering
- Scada
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