Dear Sir/Madam, I am interested in the after sales and service department at “ Haier India” as I am currently employed as “Territory Service Manager” at Carrier Midea India Pvt Ltd. I believe that the skills and experiences I have gained at this position make me an ideal candidate for the job of ASM/BSM Position in your origination.

1. FEROZ KHAN Y
30/1, 3r d Cross Teachers Co lony
Near Narsimha swamy Temple, Bangalore - 560070
Ema il: feroz.lky@gmail.com
Conta ct No. : +917019606406/080-41258900
Service Delivery Management Profile
Synopsis:
Professional Summary:
Corporate experience of over 19 years providing After Sales Service, support with sound
understanding of consumer Sales & Services Industry.
 Responsible for providing integrated support for after sale services of Airconditioners and home
appliances such as Washing machine, Micro Waves, Refrigerator etc.
 Managing Distributors, Retailers, Sub-Dealer, and distributor network. Participating weekly and
monthly meeting with Distributors & Retails employees, and understand their sales strategy &
Sales plan also understanding week area of service providers, Visiting market along with the
Sales Managers/Executives on monthly basis making MOM and sharing to reporting manager and
Branch sales team.
My Experience with following Brands
Carrier Midea India Private Limited
Territory Service Manager Dec 2017 to till Date
The position is responsible for “Customer Satisfaction” of the Branch Currently functioning as
Territory Manager service – Carrier Midea India Pvt (Bangalore Based)
Responsible to set up the appropriateASP network to achieve KPIs, and Visiting to ASP & SSDs on
regular basis. MSL at ASP & SSD’s end & Monitor the Part Pending cases. Coordinating with regions
for Product Training at ASP & SSD’s end
Ensuring customer calls are addressed onthe same day (Same Call Completion Ratio – ASP Wise)
Monitoring High TAT Calls > 5 days and Open Calls daily basis – ASP Wise
Maintaining database for Happy Call Satisfaction Score
Monitoring customer escalations and closing < 5 days and 100% Happy Calling Satisfaction,

2. Sales Target:
Parts Operation & Revenue Achievement –
Camipro Product ( Copper/Compressor’s/IDU/ODU’s etc..) As per the market requirement
and achieving 100% against the monthly target
Responsible for preparing demand planning at branch warehouses
Ensure Revenue Targets are met as per the targets set
AMC Business upto 60% on RAC, Ductable CAS units achieving as per the target on monthly basis
Cross Management Interactions
Ensure corrective measures are taken basis the market feedback received from Sales Team
Responsible for keeping awareness on competitive industry
Assessment and Planning of Work
 Network Management -> Expand /Consolidate Service Network based on Sales Plan
 KPI Management  Analyzing regularly and identify weak areas of ASP. Plan Corrective action
through team
 Parts Operation & Revenue – Prepare plan branch wise, Partner wise to achieve target
 Cross Management Interaction – Weekly or Monthly Meetings reviewing the situation

Reliance retail Limited – ResQ - SBP Operations
Assistant Manager Service Aug 2016 – Dec 2017
 Functioning as Assistant Manager service – Reliance Retails Limited Bangalore
 Well versed in Customer Service Delivery, Business Development and Power Transmission.
 Develop & implement strategic initiatives aimed at retention/ enhancement of market
share & revenue.
 Streamline internal & external reporting processes and implementing latest practices in
operations.
 Proven ability to provide a high level of Customer Service surpassing market standards and
maintain healthy relationship with peers and competitors.
 Manage cross-functional teams; deep understanding of quality management in a services
environment; leadership in designing of creative solutions aimed at maximizing customer
satisfaction.
 Demonstrated ability to effectively plan, coordinate & meet deadlines. Self-driven, able
to prioritize tasks and implement changes smoothly
 High-level leadership and mentoring ability. Excellent interpersonal and communication
skills.

3. Core Competencies:
 Strategic Planning
 Operations Management
 Business Development
 Service Delivery Management
 Compliance/ Budget Management
 Resource Optimization
 Customer Relationship Management
 Cross Functional Team Coordination
Professional Experience
Responsible for Shutter UP/Down of SC and network for 365 days working SLA of both internal
Resq working as well as Brands/Vendors are achieved on daily basis.
Obtaining Constant feedback from Store CRM /SM/Clusters to align service offering. Responsible
for Call Allocation, Putting the Calls in to Part Pending same day, putting the call in STV cases (
Send to Vendor ) same day through SBP staff.
Responsible for resolution of escalations and engage with customers for Satisfaction Level
enhancement. Make Sampark Visits to the customers to evaluate the SVC levels and Generate
Revenues. Constantly improve productivity and revenue per call from SC staff Responsible for
Cleanliness of SC and manpower.
MAJOR RESPONSIBILITY AREA
 Responsible to ensure Response Time (RT) and Turn Around Time (TAT) targets are
achieved for all customer calls
 Mentor TL/FDM by analysing GAPS in working found, documented approach , analytical
method adopted, dashboard based
 Ensure revenue generation through RCP (AMC) sale, accessories sale and other related
service activities
 Ensure satisfaction of internal customers - stores , dc , vendors and 3rd party
 Sampark Visits
 Expense Verification of the SBP's and have Cost Control and find out the wrong
practices
MAJOR CHALLENGES
External : Quality SBP partner availability, 3PL staff quality , unjust customer demands,
Brand not working 365 days, Multiple brands and each brand having their own guidelines
and policies for customer support , customer engagement when involvement of Store and
Brand have to be co-ordinated
Internal: Managing new technologies , Training of employees, DnL non conformity , IT
errors , Complex IT systems for SBP to manage, Manual working at SBP wrt Brand calls
working, Certifying all employees at the SC , Parts not available on time at the SC, Quality
of Thrid Party Work quality

4. ETA GENERAL PVT LTD, BANGALORE
SENIOR SERVICE EXECUTIVE - MAR 2010 TO JULY 2016
Accomplishments:
 Achieved first position in south region in RT ,TAT & revenue
 Awarded south India best branch in AMC conversion
Accountabilities:
 Handling service delivery operations in entire state for General ,Vestar & Indesit machines.
 Manage the entire service & marketing team ( VRF, Ductable, Split airconditioners & Home
appliances)
 100% completion of PMS & 65% to 80% AMC renewals
 Provide training for split airconditioners and Home Appliances.
 Maintain TAT & RT as per the company norms
 Maintain dealer as well customer satisfaction
 Generate revenue through AMC ,Spares & Repairing jobs
SAMSUNG INDIA ELECTRONICS PVT LTD, BANGALORE
PRODUCT SPECIALTIES/EXECUTIVE – BANGALORE, JAN 2005 –FEB 2010
Accountabilities:
 Heading 3 demo service center and 60 Dealers for their service related issues by assisting
engineers, co-operating with commercial staff regarding activities relating to service.
 Controlling Authorized service centers, service engineers and shop demonstrators, Taking
reporting from the DSE’s of distributors & taking the necessary for the dealers for their
service related issues to the dealers, to achieve desired business from the trade.
 Presenting weekly & monthly reports.
 Coordinating with Distribution Centers / Dealership networks & ensuring smooth functioning
through effectively monitoring systems and procedures.
 Ensuring Service deliverables turnaround time for Service calls.
 Managing and motivating a team to decrease service calls and ensure efficiency.
 Educating the prospects about our products viz- a- viz competitor products. Settlement of
distributors/dealers stock defectives.

5. L.G. Service Center (Golden Eye Service - ASC)
SERVICE ENGINEER – SEPT 2002 – DEC. 2004
Job Responsibilities:
 Troubleshooting of Systems.
 Diagnosed and fixed the problems of electrical and mechanical equipment’s
 Inspected and replaced System parts for client and saved the loss.
 Responsible for field services
 Maintained records and documentations of Systems.
 Attended meetings and seminars
 Handling tread defective units
Designation Duration
Territory Service Manager Dec 2017 to till Date
Assistant Manager -Service Aug 2016 – Dec 2017
Branch/ Senior Executive - Service Mar 2010 – July 2016
PRODUCT SPECIALTIES/EXECUTIVE JAN 2005 – Feb 2010
SERVICE ENGINEER Sept 2002 – Dec 2004
FIELD SERVICE ENGINEER Sept 2000 – Aug 2002
ELECTROLUX INDIA PVT LTD, BANGALORE
FIELD SERVICE ENGINEER, SEPT 2000 – AUG 2002
Job Responsibilities:
 ATTENDING CUSTOMER COMPLAINTS
 DEALER STOCK REPAIR
 HANDLING REPEAT REPAIR CALLS
 MAJOR SYSTEM WORK

6. Academics
 Diploma In Refrigeration & Air
conditioning, 1998
Bangalore Technical Board
 B.Tech ( Electronics &
Communication)-2008
 ( Part Time-doing )
Professional Development
 Trainer the trainer program
 My customer is my king
 Training on all products basics
IT Forte
 Operating System: DOS, Windows  Packages: SAP, MS Office
Personal Details
 Date of Birth: 12th Jun 1977
 Languages Known: Kannada, English, Hindi, and Tamil
 Passport No.: NA
 Driving license: India
 Reference: Available on Request