ANIL SINGH Mobile: 09981997459E-Mail: anilsinghkaurav@gmail.com

Seeking senior level assignments in Product Service & Support

AN OVERVIEWA competent professional with nearly 21+ years of extensive experience in Service Planning, Service Operations, and Customer Relationship Management.I have worked in IL&FS Technologies Ltd. As Manager & all for all other Companies were HCL Info-systems Ltd., APC India (P) Ltd. & Xerox India Ltd. In which I have taken cares locations Madhya Pradesh & entire North East India. Core Strengths ↳ Service Operation & Clients Management↳ Able to increased customer satisfaction ↳ Capable to increased Company Business related to Service. ↳ Vendor Management. ↳ Negotiation Skills↳ Warehouse management

AWARDS WON↳ Star Performer of QII in 2009.↳ Star Performer of QIV in 2008.↳ Best service executive award nine times since 1994 to 2004.↳ Emergency services response award in year1999.↳ Regional Customer Satisfaction Champion Award since 1996 to 1999.

↳ Star performer award of the year in 1998.↳ Best Executive award in the Region in year 1997.

TRAININGS ATTENDED

Attended the following Training Programs in Xerox India Ltd. during Dec’1993 to May’2004: ↳ Leadership through Quality-a Program on Proper Usage of Quality Tools, Quality Improvement and Problem Solving Process. ↳ Customer Care Executive training ↳ SMWG (Self-Management work group). ↳ Team Development training ↳ Service Operation training ↳ Company Ethics training.

SKILL SET

↳ Organizing free service camps, key operator training, fact base survey and major customer review.

↳ Overseeing the expansion of service network, setting up of service partners and imparting service training through Technical teams to achieve optimum service & spare parts reach.

↳ Focusing on close monitoring of service performance & customer feedback.

↳ Maintaining optimum stock level for the spares-parts inventory and setting norms for timely availability.

↳ Organizing free service camps, key operator training, fact base survey and major customer review.

↳ Handling spares distributors dealers on a daily basis as per the company norms; monitoring potential distributors for smooth operations of service activities.

↳ Organizing training for dealer manpower to improve their service related proficiency; rendering assistance to dealers regarding seamless delivery of quality services.

↳ Conducting audits for assessing the dealer service standards; developing & implementing improvement plans to upgrade standards.

↳ Providing world-class service for high technology products including installing, maintaining, repairing, servicing, modifying and troubleshooting a variety of complex equipment.

↳ Conducting customer feedback surveys to identify their concerns and undertaking result-oriented steps to maintain optimum customer satisfaction levels.

↳ Conducting field visits at customer's end to evaluate product performance, capture customer voices, competitive studies / trials and identify scope of cost effective/ implement-able technical improvements

↳ Mentoring, motivating and guiding the field team, Service Vendors /dealers & their staff to enhance their productivity & work efficiency to deliver quality services to customer.

↳ Service billing & Payment collection.

SIGNFICANT CONTRIBUTIONS ACROSS THE CAREER

May’2013 to 31st Mar'2016 Consultant – IL&FS Technologies Ltd. Projects -Where I have worked & performed 1. Madhya Pradesh Modern Record Room 2. Madhya Pradesh Border Check Post 3. Madhya Pradesh WEB GIS Job Role ↳ Taken care of IT Infra delivery, Installation, Warranty & AMC support ↳ Handled all Customer Escalation in Day to day Support. ↳ Taking care of Vendor Management ACHIVEMENTS ↳ Arranged space at all 304 sites Govt. offices to start IT center works ↳ Achieved target to Delivered & Installed IT equipment’s like Servers, Desktops, Barcode Reader, Biometrics, Printer, Routers & network switches↳  Meeting with Govt. official like IAS & take NOC from them.

May’2012 to May'2013 Manager Service Delivery – MNC IT Company Projects -Where I have worked & performed 1. Madhya Pradesh Modern Record Room

2. Madhya Pradesh Border Check Post Job Role ↳ Taken care of IT Infra delivery, Installation, Warranty & AMC support ↳ Handled all Customer Escalation in Day to day Support. ↳ Taking care of Vendor Management ACHIVEMENTS: ↳ Arranged space at all 50 sites Govt. offices to start IT center works ↳  Meeting with Govt. official like IAS & take NOC from them. ↳  Achieved target to Delivered & Installed IT equipment’s like Servers, Desktops, Barcode Reader, Biometrics, Printer, Routers & network Switches ↳  Collected critical clients NOC Feb’2008 – May’2011 Service Delivery Manager – Delhi & NCR (HCL Info-systems Ltd.) Job Role ↳ Successfully led a team of 140 Specialist Engineers and Outsource Service staff in Delhi & NCR covering Facility Management

Client’s base 35. ↳ Appoint & deployed new technical staff to increase customer’s satisfaction. ↳ Handled all Customer Escalation in Day to day Support. ↳ Achieved Service Billings & Collections target. ↳ Employee Appraisal & Employee monthly field visit claims. ↳ Developed the Technical Training Calendar to technical training for existing and new staff. ↳ Check every month customer satisfaction level through monthly satisfaction survey & customer site visit. ↳ Played a pivotal role in keeping a close track of control customer complaints and escalations. ↳ Handled the Facility Management Project & taking care of hardware (Desk top, Lap top, Printer, servers, Switches, Routers) calls. ↳ Developed and Implemented the Customer Satisfaction Survey Methodology and take corrective actions for continuous improvement. ACHIVEMENTS: ↳ Increased customer satisfaction level from 30% to 99% after continues clients’ sites visit & monitoring. ↳ Increased business ↳ Always achieved payments target ↳ Collected Air Force Hospital, Bangalore Phase-1 NOC ↳ Successfully handled national projects (Oriental Insurance, Canara Bank, Airport Authority, and Aims Hospital Etc.). ↳ I have received so many times timely payments collection awards ↳ Successfully completed two times ISO Audit with External Auditors staff.

Feb’2005 – Feb’2008 Asst. Manager Service Support (North & East India) (APC India P. Ltd.) Delhi Job Role ↳ Demonstrated excellence in managing complete Service Operations across entire North East. ↳ Instrumental in attaining the company’s objectives related to Customer Satisfaction, Revenues Cost of Repairs, Service Labor and Customer Retention. ↳ Successfully led a team of Specialist Engineers & outsource service agent & service provider technical staff in North & East covering customer base of over 3000 customers. ↳ Taken care of 24* 7 Service Support with proper monitoring. ↳ Taken care of Enterprise accounts (Up to 20 KVA UPS (Three Phase ups client). ↳ Audited service franchisees in terms of call status / spare consumption / response time / dealer visit frequency on weekly & monthly basis. ↳ Cleared Service Providers service claims. ↳ Supervised 25 Service Providers & Service Centers, Swap center. ↳ Ensured that all service calls are attended & completed successfully within the response time. ↳ Excellent track record of enhancing Customer Satisfaction from 72% to 100% thereby becoming the Top District nationally. ↳ Managed the service team with cordial industrial relations. ↳ Monitored UPS break down calls & arrange emergency resolution. ↳Technical Repair Centre (TRC )management ACHIVEMENTS: ↳ Increased customer satisfaction level from 20% to 100% after providing timely services to clients. ↳ Manage service provider in North & East India. ↳ Improved Logistics function to timely delivery of company product at clients’ sites. Jan’1993 – Dec’2004 Service Executive (Madhya Pradesh), (Xerox India Ltd.)M.P. Job Role ↳ Successfully provided best services to customer through close interaction with location engineers & Regional Office. ↳ Checked every month customer satisfaction level by random telephonic survey. ↳ Follow up with logistics department for arrange spare to close calls on time. ↳ Call logged & assigned activity to respective technical representative. ↳ Troubleshooting in the areas of L1 support calls. ↳ New equipment’s Installation. ↳ Minimum break down in client Equipment.

ACHIVEMENTS: ↳ Increased customer satisfaction level from 35% to 100% after providing timely services to clients. ↳Timely completed customer machines preventive maintenance. ↳ Convert maximum clients from out of warranty to Annual maintenance contract after convinced

them. ↳ Achieved so many time SLA target & I have been winning awards ↳ Successfully installing new equipment’s in Madhya Pradesh 213 tehsil offices after proper tie-up

with customer within company target time.

SCHOLASTICS

↳ Bachelor of Arts from Jiwaji University (Gwalior) in 1993. PERSONAL DOSSIER

Date of Birth : 23rdSeptember 1970 Permanent Address : 43, Khedapati colony. Near Sai Baba Temple, Gwalior - 474002 Permanent Address : Flat no.807,Tower-B3,SRS Royal Hills Society, Sector-87,Faridabad-121002 Languages Know : English, Hindi, CTC : 1250000/- L PA Expected CTC : Up to 1500000/- L P A