1. J.P.Balaji
# 162, Bala vinayagar Koil Street, 5th Block, AP Arichandra Apts.,
Lakshmipuram, Kolathur, Chennai- 600099
Email- balajicanon@yahoo.com, madhavi3683@yahoo.com
Mobile: 08105326666, 07760088520
19+ Years of Excellence in
Spearheading the functions of Client
Servicing and Country Service
Operations
2. OBJECTIVE
Seeking senior level positions in Operations/Client Servicing.
Key Strengths
• Self Driven & Strives for Continuous Improvement
• Possess an Eye for Details
• Highly Analytical and Methodical
• Task Oriented & Result Driven
• Strongly Deadline Driven &Objective Focused
• Impressive Interpersonal Skills
• Strong Leadership and Team Management Skills
• Works best under Challenging Circumstances
• An efficient Multi-tasker
• A Skilful Resource Manager
• Guided by ‘Client First’ approach
• An Out of the Box Thinker and a Quick Learner.
3. COMPETENCY MATRIX
• Service Operations
• Service Strategies
• Client Relations
• MIS/Documentation
• Operational Improvement
• Revenue Generation
• SLA Management
• Complaints Resolution/ Mgmt
• Business Growth
• After Sales Service
• Team Management
• Training & Development
• Market Research & Feedback
• Vendor Management
4. PRODUCT PORTFOLIOS HANDLED
• FMCG Products
• Automation Products
• IT Hardware Devices (Laser Printers, Inkjet Printers, Monitors)
• T.V.
• All range of H.P. Printing Devices
• Wide Format Printers & 3D Printers
• Surveillance Products
• Solar Products
5. BALAJI AS A “Total Package”
• Achievement Driven and
Highly Ambitious
• Excellent communication
& Interpersonal skills
• Sharp Business Acumen
• Impressive Man
Management and Client
Management Skills
• Ready to accept
challenges
6. WORK EXPERIENCE
Thakral Services India Limited
July 2013- Till Date
National Service Head – Reporting to the CEO
• Spearheading overall country service operations which include 25 states (Branches) all over
the country. Overseeing the overall Services Business Development through efficient
customer care operations.
• Crafting and executing effective strategies for achieving superior service benchmarks and
improving business profitability by generating revenues from customer care functions.
• Strengthening relationship with
the vendors and customers by implementing innovative initiatives and developing
operational competencies.
7. WORK EXPERIENCE
CADD Centre India Pvt Limited
National Manager – Customer Care; Reporting to the Chairman & Executive Director
Aug 2011 – July 2013
• Spearheaded the service operations with more than 3300 customers across the country by
driving customer care operations of 13 Branches.
• Distinguished contributions in driving business and generating revenue opportunities by
steering customer care operations efficiently.
• Holds the credit for developing a loyal customer base by strengthening relationship with key
customers and exceeding their expectations by providing service augmentations and
improving service delivery.
• Played a key role in implementing effective changes in the processes and introducing
innovative business metrics and models for improving service delivery and operational
efficiencies.
8. WORK EXPERIENCE
Redington India Ltd (An ISO 9001 Organization)
Project Manager (Operations Management – Customer Care & Service Delivery)
2007 – Aug 2011
• Led the operations of 150 cities across country for HP- customer care and was instrumental
in achieving the predefined targets of the branches.
• Ensured service deliverables through 150 channel partners & 43 direct Branches and
engaged in Business Development through vendor (HP) engagement.
• Reported to Vice President- Service Operations managing 43 RIL locations and 150 partner
locations with more than 9000 call volume per month
• Maintained operational excellence through efficient Team (branches) management, Material
planning, resource planning across the locations and coordination with Logistics activities
• Contributed towards Quality Assurance & Process Enhancement initiatives by identifying
scope for modifications in streamlining process flow, working practices & procedures etc.
• Executed cost saving techniques/ measures and modifications to achieve substantial
reduction in O&M expenditures and work within the budget.
• Responsible for strengthening internal competencies by overseeing training requirements
and contributed towards improving the overall manpower productivity.
9. WORK EXPERIENCE
Samsung India Electronics Pvt.Ltd
Technical Support Manager (TSM) – Presales, Samsung India - Printers Division.
August 2006 - 2007 Nov
• Responsible for planning and implementing the Printer Technical training at various locations
of India (For both Sales & Service Team).
• Acted as the Presales Technical Advisor for the Entire Printer sales team of Samsung in terms
of positioning the perfect product ranges.
• Other areas of responsibility included creating the specking of the printers for tender
support and preparing pre bid technical specs in DGS&D. Instrumental in engaging with
Major OEMs like HCL, WIPRO etc. for Technical trainings to their Sales Force.
Special Milestones:
i. For Samsung India All the Printer Ranges tested, Green listed & Empanelled (ELCOT CERTIFICATION) at
ELCOT (electronic corporation of Tamil Nadu) which led good business entry into TN government
sector.
ii. Engaged with OEMs like Wipro & HCL and conducted the induction trainings to their sales team as a
business development initiative.
iii. Won outstanding performer Award for training & development of channel partners from Samsung
10. WORK EXPERIENCE
Canon India Pvt. Ltd.
May’ 1998 till 2006 Aug
• Joined the organization as Customer Support Engineer and subsequently got promoted as
Senior Customer Support Engineer, 2001. Was designated as Territory Service Manager
(TSM) while leaving this organization.
• Responsible for overseeing Service Operations, Client Servicing, Team and Account
Management.
• Ensured maximum customer satisfaction by providing them pre-post technical service
assistance and achieving service quality norms.
• Exceeded customer expectations by ensuring on-time delivery of spare parts & monitoring
customer complaints & warranty issues.
• Successfully handled major customers RBI, Cairn energy, Global Reality Outsourcing, E-serve,
Citibank, P&O Nedlloyds, BSNL, MRF etc and bagged ‘Best Manager Award’ and appreciation
letters form customers’ .
BPL Engineering Ltd
Customer Engineer
June 1995 ~ May 1998
14. Diploma In Electrical and Electronics Engg, from Tamil Nadu State Board, Chennai, 1995
B.Tech (Instrumentation) from MIT – I st Class, Anna University – Part time, 2003
SCHOLASTICS
15. TRAININGS ATTENDED
• Basic Networking Training & Customer Relational Skill Training, by Canon India Pvt.Ltd
• Digital image flow theory on multifunctional network devices conducted by Canon India
• Digital multi functional devices and printers up to 105 ppm
• Basic Managers skills training conducted by "DOOR" outsourced company. (Arranged by Canon).
• Attended time management skills training by Canon India
