Resume Summary
18 years of Experience in successfully managing a service operation.
I have in-depth expertise in After Sales Service and Customer Service, as well as excellent experience in handling HVAC-AMC Projects. I am capable of efficiently handling business and service. I am also responsible for achieving sales and profitability targets for service and maintenance activities.
Contact Information
Name: Varinder Singh Pathania Email: pathania1@gmail.com
Mobile: 968-97970815 Current Location: Oman-Muscat
Work experience 18 years
Soft Skills Problem Solving, Critical Thinking, Flexibility, Teamwork, Emotional Intelligent, Responsibility
Hard Skills Negotiation, Project Management, Administrative.
Industry HVAC /Home Appliances /Consumer Durable
Education Details
? 3 Year DIPLOMA IN PRODUCTION & INDUSTRIAL ENGINEERING (MECHANICAL)
? HIGHER SECONDARY (10+2)
Key IT Skills
? Oracle Application, HRMS Application, M.S.OFFICE, AUTOCAD-2010, Autoline.
Trainings
? Bahrain international Retail development Centre WLL. PO Box 2208, Building 2443, Road 2762, Block 327, Adliya, Bahrain, email: info@birdc.com,
1. Ultimate Customer Experience during the Times of Crisis and Change.
? Flextrain Training & Development
PO Box 80396,Office 111,Building 6, Road 2831, Block 745, Sanad, Bahrain, develop@flextrain.com.bh
1. Positive Thinking 2. Negotiation Skills
Areas of Expertise
? Customer Service Management ? Operations Management ? Cost-Reduction Strategies
? Complaint Handling & Resolution ? Front-End Supervision ? Negotiation
CAREER OBJECTIVE
I am driven to learn and grow professionally while achieving success in any task I take on. With over 18 years of experience in managing customer service and planning departments, I am confident in my ability to make a positive impact.
Professional Experience
Suhail Bahwan Group Holding
P.O. Box 169, Muscat-100, Sultanate Of Oman
Bahwan Electronics LLC.
Key Accounts - Officer Service From 2015 to present
Dealing with Home Appliances and Air-conditioner’s World Leading brands TOSHIBA, Teka, IGNIS, COOLINE, Mitsubishi, York, Tempstar, Midea, Kent, NEPRO ETC.
Key Accomplishments
• Manage Multiple H VAC-AMC Service Projects & HVAC-service contracts, Manage service operations, breakdown complaints, business objectives, service revenue targets, team management, Administration, Customer & dealer queries, and product quality issues. Spare parts inventory management.
• Manage multiple AMC Projects of Commercial and Residential Buildings Air-conditioners & cold rooms of Value 310k Riyal Omani within a deadline-driven environment.
• Assist in developing & implementing the Facilities Management operational strategies, and procedures in line with the operational requirements to ensure well-maintained group-owned residential/commercial properties Units.
• Supervise Maintenance, Planned Preventive Maintenance, Reactive Maintenance, soft service for the group-owned properties, and ensure that environmental health and safety.
• Manage New & Renewal AMC Service Project quotes, work execution. Billing and credit control.
• Project Execution with effective cost control, productivity & quality standards.
• Research complicated cases without prompting to provide more comprehensive service to customers
• Performance Tracking & Analyzing the data to increase productivity to achieve Rial Omani 310K Business target.
• Supervise the Work Order in HRMS and ensure that all tenant calls are documented and are attended to in a reasonable amount of time.
• Remained courteous and calm at all times, even during moments of intense customer displeasure.
Y.K. Almoayyed & Sons. B.S.C. (c),
Nissan Automobile P.O. Box 143, Manama, Kingdom of Bahrain
JOB CONTROLLER From 2014 to 2015
Dealing with world-leading Brands, Nissan, Infiniti, and Renault.
Key Accomplishments
• Coordinate with Team Leaders to distribute the repair orders to the workshop teams depending on skill and automotive specialty.
• Monitor the progress of repairs and services by following up directly with service teams.
• Coordinate with Quality Testers to conduct final checks on vehicles before release to customers.
• Update the Reception Team as to the status and timing of repairs to facilitate their communication with customers.
• Ensure that repair order estimates for additional repairs are forwarded promptly to Service Advisors to gain approval for the repairs.
• Monitor the workflow and make adjustments as necessary to improve efficiency.
• Coordinate with subcontractors (machine shop, key cutters, etc.) to perform required services.
• Track items sent for repairs outside the Company and facilitate their timely return delivery.
• Prepare all required reports including VOP and return for repairs reports.
• Load work-in-progress data into the AUTO LINE system to enable Technicians to clock repairs within the required timings.
• Monitor the parking lot space availability and coordinate with the Drivers to maximize capacity.
• Undertake additional related responsibilities as required.
Y.K. Almoayyed & Sons. B.S.C. (c),
Electronics & Home Appliances P.O. Box 143, Manama, Kingdom of Bahrain
Customer Service Coordinator From 2006 to 2014
Dealing with World-Leading brands TOSHIBA, PHILCO, IGNIS, HITACHI, Super-General, Falcon, Zamil, West-point, Indesit, White-Westinghouse, Sansui, etc.
Key Accomplishments:
• Manage service operation, customer breakdown complaints, business objectives, service
Revenue targets, team management, Administration, Customer & dealer quires, and product quality issues.
• Manage a high-volume workload within a deadline-driven environment. Resolved 450 calls in a day and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Helped the company attain the highest customer service ratings (as determined by external auditors) in all categories including communication skills, listening skills, problem resolution, and politeness.
• Works as a liaison between customer care & sales reps. to resolve customer orders and complaints.
• Possess the ability to create a client’s desire to own products and services, interviewing customers to acquire information, and explaining available Sales/Services.
• Create, maintain, and run reports and databases related to, service history & call reports.
Referring to complaints of product failure or errors to appropriate personnel for investigation & remedy.
• Communicating solutions, successes, and opportunities to the customer service manager.
• Trained two new employees in how to use Oracle Application for entering customer data and organizing customer interaction logs.
From 2005 to 2006 Punj Lloyd India ltd.
Assistant Engineer. Planning
Worked as Assistant Engineer with Punj Lloyd at their cross country gas pipeline project for their client Bharat Petroleum Corp. Ltd
• Preparation of work schedule according to the customer schedule.
• Monitoring daily basis progress on-site and preparing daily progress reports.
• Interprets and assists with the implementation of Engineering Change Notices, recommending corrective actions to vendors and component manufacturers.
• Follow-up of materials required for Fabrication & Installation.
• Work & job evaluation accordingly Work-study and Time-study.
• Maintaining the drawing status and distribution.
• Skillfully and thoroughly communicate results both verbally and written with external customers, other departments, and staff at all levels on time.
• Manage and control day-to-day production activities and quality requirements are met within agreed budgets and timescales, providing regular feedback on order status.