Prashant Chandratre

PRASHANT CHANDRATRE Virtual Assistance/Consultation available for specialized management tasks, by Senior professional, possessing 20 years of success in Leadership roles across geographies & businesses of Appliances, Mobiles, DTH & Building products Career Progression HSIL LIMITED- HINDWARE [Apr’2017- Apr’2020] Personal : DOB : Jul 21st 1972 Married --A-86,Regency Park-1, DLF Phase-IV Gurgaon, Haryana. 122009 Academics : MBA – Marketing [III Years] Annamalai University, 2002. Masters in Management Studies. Indian School of Business Management- - ISBM – 2013. Topic: “Consumer Management in competitive Environment” Key Skills & services on Offer as VA: o o o o o o o o o o Operations Management Content writing Business communication and presentations Research SWOT analysis of service operations Contact Center & Touchpoint Management Customer Experience & perception Mgmt Cx & Trade X measurement Formulating Processes & CRM design Data Analysis and MIS interpretation Role : Head- Service Operations, Base : Gurgaon Ops Area : Pan- India Ownership : strategy & delivery, Trade satisfaction, P&L, Contact Center management, Service SOPs, CRM, Segmented setup for various brands. Accomplishments : o Improved voice and email answer with 50 desk’s contact center o Rollout of 55 outsourced partners parallel to owned channel o Leading a 600 field force to prompt the Reach, and reduce TaT, o SOP design and CRM facelift o Reduction in costs, steep improvement in P & L o Rise in CX rating and Trade satisfaction, on large monthly samples. o Number of reporting managers- 45. No of Brands handled- 5 o Represented brand on prestigious platforms KOHLER INDIA [ July’2014-Apr’2017] Role : Head – Service Operations Base : Gurgaon Ops Area : India, South Asia & South Africa Ownership : Field service, Contact Center, Service Process, Svc Logistics, Trainings, Service CSR, Quality Council management Accomplishments : o Industry-best service speed, C-Sat & Call answer time o Setup of Live Training Centers & Plumbing Academy-CSR o Outsourcing model in four states. MSL provision for FVR. o Launch of Cleaning Solution, Installation accessory promotion o MIS coding and Field execution, upgraded Uniform o Internal & External Engagement initiatives. Retention & connect o Development of End-to-End Mobile CRM solution & E-learning o Monthly Partner Contact Program- enhancing trade satisfaction SAMSUNG INDIA [2013-Jul’2014] Role : Sr Manager- Service Operations Base : Indore Ops Area : Central India Ownership : Leading Service Operations for all the verticals of consumer Durables, Electronics, Mobile Phones, IT products Accomplishments : o Improvement in C-Sat score from 65 to 83. o Correction in speed, 90% reduction in open calls o Revamp of 30 service centers into Megaplazas o Re-organization of service network o Enhancement of trade satisfaction through meets Dish TV -a ZEE TVCOMPANY. [Aug’2008-Jul’2013] Role : Zonal Service Head Base : Mumbai, Ops Area : Maharashtra,Gujarat,Rajasthan,MP,CG Ownership : Service Operations for DTH business in the region Accomplishments : o Mumbai Digitization. 38000 acquisition in a month o Multi-fold expansion of franchised service network o Key clients & celebrity account management o Set-up of Escalation matrix, held Nodal Officer position. o Improved speed of service & trade satisfaction Eureka Forbes Limited [Sep’1991-Jul’2008] Role : Regional Head- Service Operations Base : Bhopal, Indore, Delhi, Jakarta-Indonesia,Kathmandu, Jaipur Ops Area : Gujarat, Rajasthan, MP, CG, Delhi Ownership: to Lead Direct, Retail & Institutional division service ops Accomplishments : o Introduction & Set up of franchisee network o Led the service business of INR 30 Cr per annum o Handled key projects of - running regional training center, clean train & stations, Drinking water supply at Kumbh mela. o Development & execution of CRM & CRTS o Roll-out service ops at Indonesia & Nepal. o Design and delivery of Training & Development programs o Set up of regional training center at Delhi.