1. SHAILENDRA K JHA
Contact: - +91-9818825737
E-Mail- sendshailendra@gmail.com
To acquire a challenging and responsible position in an esteemed organization that offers Good
technical exposure as well as opportunities for ingenious ideas and to contribute to the Growth of
the company with excellent services.
A highly experienced Service operation with more than 6 years in Mobile, Consumer Electronics,
Home Appliances & Kitchen Appliances. Possesses in-depth knowledge of After-Sales Service
and Customer Service Management and can handle Business & service with ease. Warranty
claim management and warranty audit. Knows the intricacies of Administrative Management and
Spares Inventory Management & Control and is an expert at team management. Can provide
Administrative & Technical Support and has Good Analytical & Management Skills. I successfully
run project on warranty cost and control and meet target. CSI enhancement and work closely on
field defect report so that we can reduced non quality cost and exchange product cost. Save cost
on PL case and consumer court case by the help of out of court statement.
• Warranty claim Management.
• Warranty Audit.
• Customer Service Management.
• Customer satisfaction Index.
• Spares Inventory Management & Control.
• Administrative Management.
• Consumer electronics, mobile, Home appliances & Kitchen appliances.
• Warranty cost control.
• Team management.
• Quality Assurance.
• Leadership & team building.
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Education
Qualifications Profile
Summary
Key Strength

2. • B.E Graduate in Electronics (2004-2008) from Jiwaji University.
Samsung India Electronics Ltd. June 2013 to till date.
Asst. Manager -2 Service Admin Department.
South West Asia Head Office, Gurgaon
Roles & Responsibilities
• Manage overall service operations like Business Objectives, Customer & Dealer
Satisfaction, Administrative Management.
• Manage After-Sales Service Operation for Mobile, consumer electronics, home
appliances & kitchen appliances like Refrigerators, Washing machines, dishwashers,
laundry centers, LED/LCD/Plasma TVs, Window & Split AC’s, Vacuum cleaner, food
processor etc.
• Provide Administrative & Technical Support.
• Focus on service index KPI’s (SDR, RRR, FTF, TAT) for breakdown and mandatory
service.
• Parts planning for service operation.
• Risk and escalation management through VOC Command Center.
• Identify non value added processes and innovation them for better operational efficiency
across service verticals.
• Service strategy management in line with vision of organization.
• Handle warranty cost control.
• Processing of warranty claims.
• Claim analysis for cost reduction and Quality improvement.
• Child part development for high value parts.
• Identifying weak service center based on warranty parameters, claim trends and cost
trends.
• Warranty audits of service center (System audit & Warranty defective parts inspection for
batch code)
• Monitoring of service center performance after audit and post follow up audit
• Compare warranty claim cost with competitor and propose management to implement
accordingly.
• Review warranty policy and propose management to make changes in it.
• Customer Satisfaction Index enhancement.
• Analysis field defect report and send feedback to factory for corrective action.
• Planning and innovation for process related to service operation and product quality as
per HQ guidelines.
• Audit of Service network.
Godrej & Boyce Mfg. Co. Ltd. August 2011 to June 2013
Deputy Manager Service
Pune
Roles & Responsibilities
• Taking care of service operation of Pune.
• Provide service delivery support (Breakdown service and
Mandatory service) and review Service parameters.
• Service revenue (Contract sales and Spares parts business).
• Monitoring customer feedback about product related issue and update HO and quality
team.
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Work Experience

3. • Handle warranty cost control.
• Processing of warranty claims.
• Claim analysis for cost reduction and Quality improvement.
• Child part development for high value parts.
• Identifying weak service center based on warranty parameters, claim trends and cost
trends.
• Warranty audits of service center (System audit & Warranty defective parts inspection for
batch code)
• Monitoring of service center performance after audit and post follow up audit
• Compare warranty claim cost with competitor and propose management to implement
accordingly.
• Review warranty policy and propose management to make changes in it.
• Customer Satisfaction Index enhancement.
• Call center co-ordination for the service review and Technology management.
• NPS score mange and regularly monitoring for improving CSI.
• KPI manage and monitor regularly.
• MIS and Control
• Account management of distributer/dealers (Service level fulfillment spares availability).
Philips Electronics India Ltd. Oct 2010 to July 2011
Branch Service Head (CLS Dept.)
North East States
Roles & Responsibilities
• Taking care of service operation of entire north east states.
• Working as Branch Service Head.
• Provide service delivery support (Breakdown service and
Mandatory service) and review Service parameters.
• Product trainer of all consumer life style.
• Training to ASP technician Dealer, retailer and modern trade sales representative.
• Execute project specially corporate client on site or off site.
• Coordinate HO for training related issue and make MIS accordingly.
• Review on all activates for all canvassers, technician and modern trade sale person to all
new launch product.
• Conduct test for all technician and in-house demo person as per company pattern.
• Monitoring customer feedback about product related issue and update HO and quality
team.
• Service revenue (Contract sales and Spares parts business).
• Handle warranty cost control.
• Call center co-ordination for the service review and Technology management.
• NPS score mange and regularly monitoring for improving CSI.
• KPI manage and monitor regularly.
• Account management of distributor/dealers (Service level fulfillment spares availability).
Sony India Pvt. Ltd Jun 2008 to Sep 2010
Technical Support Engineer
Delhi
Roles & Responsibilities
• Working as Technical support engineer
• Co-ordinate centers for service delivery support (Breakdown service and
Mandatory service) and review Service parameters.
• Product trainer (LCD TV, Audio and DI Product).
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4. • Training to ASP technician Dealer, retailer and modern trade sales representative.
• Execute project specially corporate client on site or off site.
• Coordinate HO for training related issue and make MIS accordingly.
• Review on all activates for all canvassers, technician and modern trade sale person to all
new launch product.
• Conduct test for all technician and in-house demo person as per company pattern.
• Monitoring customer feedback about product related issue and update HO and quality
team.
• Call center co-ordination for the service and Technology management.
• Online Support to Technical team (ASC and IHD).
• Application work on TALISMA Software for Data Managing.
• Resolving day to day issues of different Sony Products (Lcd tv, Audio and handy cam).
• Troubleshooting of Audio and Video Product.
• Operating system: Windows 2000, XP, Vista.
• CSRM - SAP application, GCIC and GSPN.
• Network Domain: OSI Model, TCP/IP Model, Computer Networks like LAN, MAN, WAN and
routers, IP’s.
• Conceptual Knowledge: Computer Architecture.
• Good Inter-personnel skills.
• Multi tasking skills.
• Data management and problem solving abilities
• Team managing skills.
• Negotiation skills.
• Natural team player ready to take initiatives.
• Strong commitment to work assigned.
Address:- T 297, T Block, Baludyan Road, Uttam Nagar, New Delhi -110059
Date of Birth: 20th
Jan 1984
Father’s Name: Mr. Bimal Kant Jha
Mother’s Name: Mrs. Pratima Jha
Strength: Sincerity, Adaptability.
Hobbies: Listening Music, Drama (Skit and Road show)
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Special Skills
Personal Profile
Computer Proficiency

5. Declaration
I hereby declare that all the statements made in the above resume are correct to the best of my
knowledge and belief.
Yours
Sincerely,
Shailendra Kr
Jha
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6. Declaration
I hereby declare that all the statements made in the above resume are correct to the best of my
knowledge and belief.
Yours
Sincerely,
Shailendra Kr
Jha
5