1. VARUN GOEL
Mobile: +91-9910103153 E-Mail: varun_goel.1982@yahoo.com
Seeking Opportunities After Sales Service Management, Customer Management,
Vendor Management, SCM and Project Account Management
Areas Of Exposure and Expertise
 Currently working in Dixon Technologies Pvt Ltd as Deputy Manager managing Production Of
STBs, Mobiles after Sales Service.
 Inventory Management, Stock Management, Vendor Management.
 Interference with Sales teams/channel partners to create awareness for policies and fine tune
the policies with the field expectation but in line with budget constraints.
 Managing Support operations with focus on customer escalations, implementation of policies
and procedures, co-ordination etc.
 Strategy and Planning for the manpower, call centre operational activities.
 Maintaining excellent relations with key accounts to generate revenues for additional business.
 Process in managing the retention of customers by giving the additional facilities and
enhanced services as per the company policies.
 Strong Strategic Planner, problem solver, and persuasive leader.
Skill Set
 Vendor Management and finalizing new partners for new projects.
 Contract Negotiations.
 Strategic Planning.
 Logistics Management.
 Customer Relationship Management.
 MIS Reports on weekly and monthly basis.
 Escalation Management, weekly communication with accounts.
 Leading & monitoring the performance of team members to ensure efficiency in operations and
meeting of individual & group targets.
Organisational Experience
Dec’14- Till Present at in Dixon Technologies India Pvt. Ltd.
Deputy Manager
Driving the operational activities in production and service with maximising the value of asset while
ensuring the tight control on operational costs.
Operators for STB (Airtel, DEN, Tata Sky, Reliance, My Box, Dish TV)
Mobile Operators (Karboon, Beetle, Intex)
Responsibilities:
• Looking after the entire productions of STBs for Airtel and My Box.
• Responsible for entire service for STBs, Induction cookers for Airtel, Tata Sky, Dish TV,
Beetel, Inalsa, Honeywell etc.

2. • Ensuring the mobile and CDIT repairs within TAT.
• Responsible for customer service in the digital equipment division, duties included
answering customer queries, problem solving and providing detailed information on new
products.
• Worked with new customers in the development of new accounts and the implementation
of new systems.
• Assisted in the development of new policies and procedures.
• Assisted in the training of new customer service representatives and associates.
• Prepare weekly service reports to monitor the entire locations performance.
• Generated repeat business through successful client follow-up.
• Operating and Managing ETN activity of Reliance, My Box, Tata Sky, Dish TV and Airtel.
• Planning for the spares parts.
• Managing all L4 repair activities of STBs (BGA Aligning, Serialisation via Conex & NDS)
• Ensuring that capacity and capability are continually planned.
• Working closely with the commercial team, finance manager, IT manager and HR
department.
• Proven ability to lead, motivate and build successful teams.
• Improving customer service based on client feedback through the development of new
policies and procedures. Successfully handled all public relations issues.
• Assisted in the development of new policies and procedures.
• Maintain a clean, professional and safe working environment by inspecting and scheduling
maintenance, and ensuring that all office and warehouse equipment is properly accounted
for and in safe working condition.
• Address all employee performance problems promptly and directly in accordance with
company personnel policies and procedures.
• Ensure the complete 5’S and ESD compliance in repair and production area.
July’14- Nov’14 at in Videocon Mobiles India Pvt. Ltd.
Plot No.:- 254, IInd Floor, Udyog Vihar Ph-IV, Gurgaon
Deputy Manager Service & Support
Driving the operational improvements, maximising the value of the asset base while ensuring a tight
control on operational costs. Responsible for entire DOA process with their quality and repair yield.
• Responsible for the supervision of a staff of Fifty Seven people within the customer service
department.
• Responsible for the recruitment and training of customer service representatives.
• Managed the needs/requirements of high revenue commercial accounts through extensive
follow-up procedures.
• Successful account retention record of 98%.
• Performed market research surveys amongst client base to seek feedback on sales
techniques, follow-up methods and quality of after sales service.
• Responsible for changes in CRM as per organisation requirement.

3. • Managing the entire DOA process activity from front end to back end.
• Working closely with suppliers and customers to improve operations and reduce cost.
• Ensuring the personal safety and safe working environment of staff.
• Communicating needs & objectives to managers & key personnel in procurement, logistics
& distribution.
• Monitoring data management to keep accurate product, contract, pricing and invoicing
information.
• Open one L4 centre in Chennai.
• Responsible for daily SAP updation of defective stock whether it is FG, Swap Pool, BER.
• Managing 120 DSF PAN India :- While supporting them in terms of parts, swap stock .
• Managing DBP of PAN India.
• Maintain a clean, professional and safe working environment by inspecting and scheduling
maintenance, and ensuring that all office and warehouse equipment is properly accounted
for and in safe working condition.
• Address all employee performance problems promptly and directly in accordance with
company personnel policies and procedures.
• Ensured that freight was being moved in safe and timely manner utilizing appropriate
equipment and tools.
• Maximize the productivity of engineers upto 20%.
• Team to establish the good relation and complaint resolution on time.
• Regular check the movements of spares and goods.
• Coordinating with China office to fulfil the packing material, technical bulletins & spare
parts.
August’11- Till July ‘14 at inTarvo Technologies India Pvt. Ltd.
B-45, Noida Ph-II
Deputy Manager –Service Operations
Driving operational improvements, maximising the value of the asset base while ensuring a tight
control on operational costs. Responsible for monitoring and continually improving standards of
performance and quality within the operation.
Operators for STB (Airtel, DEN, Tata Sky, Reliance, Gilat, SUN Direct, Dish TV, Gilat)
OEM :-
(Kaon Media, Thomson, Beetle, Sky Worth, Huawei, Home cast, Arion, Zenega, My Box,Samsung )
Call Centre Clients :-
(Toshiba, Acer & DEN Broadband)
Responsibilities:
• Provided support to the sales team, ensuring all sales and service objectives were met.

4. • Responsible for customer service in the digital equipment division, duties included
answering customer queries, problem solving and providing detailed information on new
products.
• Worked with new customers in the development of new accounts and the implementation
of new systems.
• Assisted in the development of new policies and procedures.
• Assisted in the training of new customer service representatives and associates.
• Performed market research surveys on customer needs and requirements.
• Prepared weekly sales reports for the sales team and sales management.
• Generated repeat business through successful client follow-up.
• Operating and Managing ETN activity of Reliance, SUN Direct, Dish TV and Airtel.
• Planning for the spares parts.
• Managing all L4 repair activities of STBs (BGA Aligning, Serialisation via Niagra & NDS)
• Open four L4 service centres in PAN India.
• Monitoring data management to keep accurate product, contract, pricing and invoicing
information.
• Working closely with suppliers and customers to improve operations and reduce cost.
• Ensuring the personal safety and safe working environment of staff.
• Communicating needs & objectives to managers & key personnel in procurement, logistics
& distribution.
• Negotiating contracts to reduce costs and achieve maximum efficiency.
• Providing accurate routing information to ensure that delivery times and locations are
coordinated.
• Accurately calculating total supply chain costs in relation to proposed new projects.
• Obtaining quotes for transportation and also making cost comparisons.
• Managing supplier delivery performance and maintain supplier contracts.
• Effective time management skills with the ability to prioritise.
• Accurately calculating total supply chain costs in relation to proposed new projects.
• Looking after the operational activities PAN India.
• Maintaining the MSL.
• Successfully managed to open new 4 service partners in 5 months and within budget.
• Encouraging, identifying and developing best practice strategy.
• Managing a team of approximately 100 engineers in a busy work environment.
• Ensuring compliance to all Environmental health, safety goals & objectives.
• Creating, managing and analysing performance data and other information.
• Ensuring that capacity and capability are continually planned.
• Working closely with the financial manager, facilities manager, IT manager and HR
department.

5. • Proven ability to lead, motivate and build successful teams.
• Achieving the targets in a dynamic and complex business environment.
• Maximize profitability through superior customer service, effective and prompt
communication and follow-up on all pending matters with the customer.
• Maintain a clean, professional and safe working environment by inspecting and scheduling
maintenance, and ensuring that all office and warehouse equipment is properly accounted
for and in safe working condition.
• Address all employee performance problems promptly and directly in accordance with
company personnel policies and procedures.
• Ensured that freight was being moved in safe and timely manner utilizing appropriate
equipment and tools.
• Increased 40% more repair of STB to increase the revenue.
• Indulge and managing the Refurb activities for Reliance, Sun Direct, Dish TV & Airtel.
• Successful account retention record of 98%.
May’10- Till July’11 at MTI Mobile Technologies India Pvt. Ltd.
Address –F33/7, Okhla Ph-2
National Assistant Manager - Operations
• Managing the operational activities.
• Preparation of Daily Reports, Weekly Reports, Monthly Reports.
• Managing all L4 operational activites for STB.
• Preparation of Claim for company of different manufacturers such as KAON MEDIA, HUMAX,
THOMSON ETC.
• Managing the team of 14 Swap Officers of different locations Nation Wide.
• Interaction with operators such as Airtel, Reliance, Den TV, Tata Sky, Hathway, Dish TV.
• Looking after the sales service of STBs (Set Top Box).
• Maintaining the SLA period.
• Looking after the service centres to close their calls in CRM so that the claim can be
prepare on time without any deviations.
• Helping out the service centres to close the pendancy by providing the spare parts and
proper tools on time.
• Co-ordination with each every department regarding managerial queries, etc
• Team to establish the good relation and complaint resolution on time.
• Regular check the movements of spares and goods.
• Maintain good relationship & regular meeting with operators so that service issues can
resolve on time.
• Deliver high on Client Expectations and customer care related parameters.
• Well known about the technical aspects of pairing and serialisation process.
Jul ’05- Till Mar ’10 at Huawei Technologies India Pvt. Ltd.
Project Coordinator – Lead (Operations)/Call Centre Sr. Executive
• Handling the repairing of BTS cards and managing the L4 service through service partners.
• Preparation of deviation tracker with the complete details of MW and BTS.
• Regular meetings and interaction with customers such as BSNL, Aircel.
• Assisting team to convert the integrated site to site in air so that targets can achieve on fast track.
• Preparation of Dispatch Plan for the dispatch of material to customer so that it reaches the
customer within stipulated time.

6. • Generating MIS reports weekly and monthly basis.
• Ensuring excellent customer services at all times in the company by conducting regular
updates & training programmes for the team members.
 Managing the gamut of tasks including service partner (subcon), after sales support
management.
• Co-ordination with each every department regarding managerial queries, etc
• Deliver high on Client Expectations and customer care related parameters.
• To ensure effective hand holding and relationship management with employees.
• To ensure brand image building by improving excellent customer service to end user.
• Design, define and enforce strategic work and process.
 Analyze reports on monthly basis that indicate customer support effectiveness, current
inventory levels and inventory usage rates for customer.
 Monitor subcon performance with reference to critical after sales issues/quality issue.
 Organise training sessions for the new products for subcons and there team.
 Team to establish the good relation and complaint resolution on time.
 Maintaining quality standards for incoming service deliverable, ensuring stringent
adherence to quality standards, norms & practices, identifying gaps & taking corrective
actions.
 Minimize handovers in process and train team to manage inters linkages effectively.
 Setting and meeting performance targets for speed, efficiency, sales and quality.
 Managing the daily running of the call centre.
 Liaising with supervisors, team leaders, operatives and third parties to gather information
and resolve issues.
 Maintaining up-to-date knowledge of industry developments and involvement in networks.
 Monitoring random calls to improve quality, minimise errors and track operative
performance.
 Coordinating staff recruitment, and liaising with HR staff.
 Reviewing the performance of staff, identifying training needs and planning training
sessions.
 Recording statistics, user rates and the performance levels of the centre and preparing
reports.
 Handling the most complex customer complaints or enquiries;
 Organising staffing, including shift patterns and the number of staff required to meet
demand.
 Forecasting and analysing data against budget figures on a weekly and/or monthly basis.
Academic Credentials
 BCA (Computers Application).
 MBA from IMS Ghaziabad.
Achievements
 Won the Award of Best Leader of a Year in 2012-13 inTarvo Technologies Pvt. Ltd.
IT Skills

7. Languages : C, C++, Java
Platforms/OS : DOS, MS WINDOWS 98, 2007, XP
Packages : MS Office
Internet Packages: Lotus Notes, Microsoft Outlook Express
Personal Details
Date of Birth: 22nd
July 1983
Address: 605/C-4 Gulmohar Enclave Rakesh Marg Nehru Nagar Ghaziabad.
Reloocation Preference : No
Current CTC :- 7.9Lakhs
Expected CTC :- 9.5Lakhs