Shahanawaz Shaikh
National Service Manager Agm-customer Service @Ivas.Homes
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WORK HISTORY
National Service Manager Agm-customer Service @Ivas.Homes
Company Overview: Launched in 2016, Infra.Market is a construction solutions Unicorn (>$2.5B) that is creating India\'s largest wide range of building materials as well as lifestyle products that enhance interior spaces.• Building customer service strategies, End to end Service delivery and a pan-India service network for fans, geysers, and lights.|| Chimney, Hob, Gas, Induction & infrared cooktop, Mixer-Grinder, Wet-grinder, Coffee Maker || Toaster, Iron, Electric Kettle, Electric Rice Cooker, Hand blender, Sandwich Maker, Electric Chopper.• Work Force: Hiring, Onboarding Coaching, Team building, People Management, Cross Functional collaboration.• Customer Care: Managing customer care, Customer handling, ticket management, Ticket mapping.• Concern resolution: Taking care of Pre & post Installation, Demo, Repair, AMCs.• Franchise/ASPs: Service network expansion, Onboarding Service partners, ASP/ASC & Vendor Management, Agreement & Price Nego.• Channel partner Management, Service health check, CN & Defective settlements.• Store Management: Inventory forecasting and Planning, Tracking of dispatches, consumption, and reconciliation.• QA & Training: Tech Support and Training to ASPs-technicians & all stakeholders involved.• CRM/Tech stack: BRD and tech stack review-implementation (ERP-Zendesk-Elevate Field App-Ozontel).• System & Processes: Policy, SOPs, KPI-Performance cycle driving, MIS, PNL.• Feedback: NPS, CSAT, Feedback Management, Escalation handling, Process Improvisation.
EDUCATION
University of Mumbai
Bachelor of Engineering (BE), Electronics and Telecommunication
SCSV Wavanje-Panvel
SSC, 76% - School Topper
V K Jr college Panvel
H.S.C. Science, 81% College Topper
Suresh Gyan Vihar University
Master of Business Administration - MBA, Operations & Productions Management
SKILLS
ABOUT SHAHANAWAZ SHAIKH
What I Do 🟢 I build and scale customer service operations that deliver…
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