1. RESUME
Virendra Pandey
Email:- virendrapandey2008@yahoo.com
CAREER OBJECTIVE:
A position in a good organization, which is providing me opportunities for my professional growth, where my
strong communication, technical and organization skill will improve and that response my caliber and reward hard.
SCHOLASTICS
 Diploma in Electronics &Telecommunication from NIM, (National Institute of Management) Indore
in 2005-2008.
 B.Com. from Barkatullah University, Bhopal in 2000-2002.
IT Skills: Conversant with MS Word, MS Excel, MS PowerPoint, SEIBEL,WFM,CRM & Internet Application.
Total Experience:-
More than 14 years experience, in Service industries and consumer electronics & Appliances/ DTH at different
positions, with major span spent in handling Operational.
AREAS OF EXPERTISE
Sales Service Operations
 Managing service/maintenance operations with focus on implementing policies and procedures;
developing / streamlining systems.
 Adhering to service / maintenance procedures with focus on optimizing operational effectiveness of
equipment and reducing breakdowns / downtime to minimum.
 Maintaining relationships with the key decision-makers in the target organizations to generate revenues
through VAS/AMC/Upgrades.
 Monitoring post service activities like follow up with customers, service reminders, etc.
 Developing and ensuring customer satisfaction by maintaining excellent TAT for delivery & standard
service quality norms.
Operations Management
 Hold Responsibility for Customer service.
 Ensured prompt and accurate resolution to customer queries and complaints. Ensured prompt replacement of
products that did not meet consumer expectations.
 Analysis & manage the service centre/Manpower cost.
 Ensuring timely audit the quality of Installation on customer premises and aware ness of the product
update to AH and ISP.
 Addressing & resolved the customer complaint thru field engineer within a SLA.
Customer Relationship Management:
 Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service
quality norms.
 Attending to customers’ complaints and undertaking steps for effectively resolving them.
 Interacting with the customers to gather their feedback regarding the product satisfaction.
Team Management
 Recruiting, mentoring, training and development of the field functionaries to ensure the sales /service and
operational efficiency.
 Creating and sustaining a dynamic environment, imparting training to team members that fosters
development opportunities and motivates high performance amongst team members.
 To built the team confidence thru motivational activity, Performance appreciation, to reduce the
manpower attrition.
 Mentored direct and indirect teams through formal training and on-job training to enhance their technical and
service skills and process compliance. Ensured safe and comfortable work environment for Team.
Spare parts Management
 To Analysis the Avg. part consumption & set the spare parts MSL for each service centers/Engineers to
reduce the part pending calls & deliver the fast service.
 To monitor the defective material movement for fast replacement from Circle store.
 Arrange the spares from other locations to provide the fast service.
 Monitor the manpower productivity to control the cost.
Mob. No. 9755557434

2. Cost Management
 Monitor the transportation cost.
 Monitor for revenue leakage to enhance the revenue.
 Monitor the general expenses to reduce the cost.
 Manage the manpower placement as per call load.
 Analysis the per call expenses to control the cost.
Revenue Management
 Generate the revenue thru VPC .
 Service Revenue.
 Through Part selling.(Remotes & cable etc.)
 Through VAS & Long term recharge.
Additional attributes
 As per Head office recommendation I have done the audits of Punjab,Chandigarh, Circle’s service
centers, to implement/improve the service performance with standard format for highlighted points,
Basic hygiene, Service operation, & revenue performance.
EMPLOYMENT SCAN
Y Since June’2011 till continue, at Videocon D2H.as a (Cluster head for Customer support)
based at Bhopal & responsible for after sales service operations of Bhopal Cluster.
(Bhopal,Sagar,Satna,Rewa,Singroli,Jabalpur,Narsinghpur,Gwalior,)
Job profile: To manage the all service issue/FR/Customer Retention,
 To manage the 6 ASH 105 field engineers & 10 coordinators for customer service.
 To generate the revenue through field eng.through AMC,Spare billing.
 To build the customer confidence through resolve the complaint within SLA.
 To increase the ARPU thru long term recharge &VAS.
 To improve the performance thru monthly review & motivational activity.
 To distribute the target week/month/Qtr wise to Co. AH CS & ISPs.
 To provide the better service/Recharge PIN code wise against Active Customer base.
 To manage the MSL for spares to deliver the instant customer Service.
 To manage the 12 DSCs cost, thru productivity & manpower management.
PREVIOUS EXPERIENCE
Since Sep’08 to 30 may 2011 at ,Sun Direct TV Pvt. Ltd., Indore Technical Manager (MP & CG
Territory)
Job profile: To manage the all service Operations, SSD payments, trainings for MPCG.
 Managing the 8 team Technical Executive & 5 back office & 56 channel partners in entire MPCG..
 Responsible for the service performance of the entire Circle
 Successfully handled OTA (Over the Air) during in technical snag in 2009.
 Actively involved in Satellite Migration.
 Introduced Service Camp for customer retention.
 Conducted technical training in M.P. CG.
 Prepared a plan for customer retention.
Jan’07-Aug’08 Dish TV India Limited as a Service Executive for MP (Bhopal Gwalior Territory)
Job profile: To manage the customer complaint thru service franchisees,
 Training Camp District wise.
 Ensuring Customer satisfaction with SSD management
 Conducting Customer & Sales Partner visit to improve the Service Quality.
 To improve the satisfaction level of Trade thru Service quality & good relation.

Jan’06-Jan’07Macotax Consultants Pvt. Ltd. (Videocon) as a Area Service In charge based at(Bhopal)
Job profile: Responsible for CE/HA service activity for Bhopal,Sagar,H.bad.
 Co-ordination with the franchise in order to ensure proper and efficient service.
 Review Service Level and warranty claims
 Jointly responsible for the defective generation to Branch sales Team generation and jointly accountable for
clearing the defective stock status with WH.
Oct’04-Jan’06Tyche Peripheral System Ltd. As a Sr. Service Engineer (Based at Bhopal Branch
Office)
Job Profile: Attend the field complaints of Note counting, Billing machine for Bhopal region.
 Manage/ Provide the Note counting, Billing machine, Note bundling machine repairing & installation.

3. Nov 2000-Oct’04 ADONIS India Ltd. (Onida) Sr. Service Engineer CE/HA (Based Bhopal)
Job profile: To attend & resolve the customers & Dlrs. complaint .
 Ensuring customer satisfaction.
 Responsible for achieving AMC /Revenue target..
 Maintain SLA for Set Repair & Demonstration of the customer.
 Promoted all the products of the company by delivering good services to the customers .
HOBBIES:
Listening:- Slow music.
 Playing:- Cricket & chess.
Strength: - Team Management.
Father’s Name – - Late Shri G. S. Pandey
Date of Birth – 22nd Jan, 1978
Local Address – Virendra Pandey
Flat no. 401 Opal Siddhi saffron city Danish kunj Kolar road Bhopal MP.
Marital Status – Married
Language Known – English & Hindi
Sex – Male
Virendra Pandey