PAWAN KUMAR

Tel: +919910752753 Objective: Email: ping2pawan@gmail.com DOB: 13/02/1981

To contribute to a business that focuses on delivering value, quality & sustained Customer satisfaction. To work in an esteemed organization, this offers tremendous growth potential and wide exposure to the latest technologies, by applying the best business practices through innovative solutions and constantly updating my skills Synopsis Trained in SAP CRM (Customer Relationship Management) from CDAC Noida. A competent professional with over 8 years of experience in the field of customer relationship management and customer support. Good understanding of Customer Relationship Management processes. A well rounded professional carrying knowledge of handling the Corporate Clients. MBA in Sales & Marketing and B.Tech in Electronics and communication.
INDUSTRIAL TRAINING

Trained in MySAP CRM 7.0 from CDAC, Noida CDAC- is a constituent unit of Centre for Development of Advanced Computing, a Scientific Society of the Department of Information Technology, Govt. of India.
Training Areas Covered:

Definition and Configuration of Business Transactions, Transaction Profiles, status profiles, org data profiles, text determination procedure, partner processing, etc. Configuration of business transaction set up from Account Identification to Service Request. Configuration of Account Fact Sheets and Activity Monitoring Report. Configuration and creation of master data for Business Partners. Good knowledge of CRM BP and BT tables. Definition and configuration of Organizational structure. This includes creation of Sales Organization, Distribution channel, Divisions & their assignment to the respective Organizational Units. Opportunity Management and maintaining Territory management in SAP-CRM. Maintenance of sales document types and assigned item categories and schedule lines to it. Configured account determination procedure. Creation of Sales Orders and Service Orders. Configuration of installed base and Interaction centre. Market Segmentation.

 Basic Configuration of Customer Interaction Centre (CIC), Navigation Bar Profile, Business Roles and UI configuration
CAREER RECORD From April 2011 to Till Working as business partner for New India Solutions, New Delhi as business developer by efficiently managing teams. Expanded the organization Proven ability to manage through others. Strong decision making and problem solving skills. Able to motivate and lead others in a team environment. Excellent communication skills, both written and verbal. An ability to build rapport and trust quickly with work colleagues. Able to prioritise tasks and workloads in order of importance. Track record of delivering results with deadlines. Worked with Bausch+Lomb Eyecare India (P) Ltd. (Trivitron healthcare Pvt.)from Aug 2008 to April 2011 as Manager- Customer Support (Eximer Laser Machine and Diagnostic Workstation).

Technical planning, organizing, monitoring, control & checking site feasibility in accordance
with the equipment specifications. Executing the project, seeing to it that the goals are met and the requirements are fulfilled to the correct quality standard.

Delivering project on-time and fulfill all customer commitments. Expertise in managing operations with focus on profitability by ensuring optimal utilization
of resources. Strong ability to see the whole picture and to focus on the important details in a pragmatic and result oriented way with ability to challenge when needed. Excellent communicator, decisive, results-driven, people-oriented person with networking skills along with the ability to motivate employees in the organization. the same. good

Resourceful at foreseeing performance bottlenecks and taking corrective measures to avoid

Driving for Operational Excellence in all areas, ensuring optimal utilization of drafted resources and applied processes. maintenance programmes, recommending cost efficient engineering solutions and coordination of repair related activities.

Acquired significant exposure planning and execution of preventive and corrective

Experience in providing high value-added services to customers thereby enhancing their

satisfaction. Certified Engineer by Bausch & Lomb Singapore (Pte) Ltd.

July2004 - Aug2008 with Beam-X Medical Services Pvt. Ltd. worked as Customer Support Engineer for CT Scan machine Wipro Ge (Sytec series), X-ray, Ultrasound (Black & White and Color Doppler)

CHIEF TASKS HANDLED Service Operations

Focusing on close monitoring of product performance & feedback, customers expectation vs. product delivery, interface between market & plant for product improvements & developments. generate high margin revenue. Preparing a price list of consumables and accessories; making quotation offer for the prospective buyer. Independently handling call commitments, site visits, customer interface, and troubleshooting and call escalations. organization.

Negotiating and finalizing AMCs; following up on renewal of AMC/CMC to renew on time to

Managing the complete proper paper work including internal communication in the
Projects Management,Installation & Commisioning Successfully installed the first combo unit in India which is called Laser Suite. This is first combo unit (Eximer Laser & FemtoSecond) imported to India and installed in Maxivision Eye Hospital, Hyderabad. Providing world-class service for high technology products including installing, maintaining, repairing, servicing Modifying and troubleshooting a variety of complex equipment. Managing the technical installation of medical equipment; taking care of pre & post installation demos and provide user training to doctors, OT staff, diagnostic staff and other staff of centre or hospital who all are involved in consultation to post op . Conducting site visits before new installation; providing the best possible OT design for the customer with help of Architect. Customer Relationship Management

Addressing customer queries for enhancing their awareness level on updates on

product modifications & service initiatives. Conducting field visits at customer's end to evaluate product performance, capture customer voices, competitive studies / trials and identify scope of cost effective/ implementable technical improvements. Identifying the root cause of dissatisfaction and placing the appropriate process to eliminate the problem. Maintaining strong business relationship with clients to achieve quality product & service norms by resolving their service related critical issues. Preparing and maintaining database of all customers; providing application training for customers in order to help them make optimum use of equipment. Handled different Installation projects in different areas of country from transportation, turn key to successfully installed running equipment.

SIGNIFICANT CONTRIBUTIONS in Bausch + Lomb Eyecare(I) Pvt. Ltd.

Successfully installed the first combo unit in India which is called Laser Suite. This is first combo unit (Eximer Laser & FemtoSecond) imported to India and installed in Maxivision Eye Hospital, Hyderabad. revenue generator team in Asia Pacific region during 2008 and 2009& 2010 Playing a vital role to develop customer satisfaction, the TAT as 36 hours. Awarded 2 times as a Star of the Month for excellent performance. Covered as much as possible customer calls in a single outstation visit. Develop a complete database of installations of competitor which given a complete information of market scenario.

Independently handled the North and East Service team, the highest profit margin and

SCHOLASTICS

B.Tech in Electronics & Communication from Y.M.C.A Institute of Engineering, Faridabad

(Haryana) affiliated to Maharishi Dayanand University, Rohtak with First Division in May 2003. MBA from Sikkim Manipal University. INDUSTRIAL TRAININGS 1JUNE 2002 to 31DEC 2002 Esquire Meditech, New Delhi undergone Seven Months implant training in 7th semester as Service Engineer.

PERSONAL DOSSIER Date of Birth Fathers Name Occupation Permanent Address Language Known : 13th Feb. 1981 : Sh. Dharampal Singh : Govt. Service : RZ 111 B Block, Gopal Nagar, Najafgarh, New Delhi-110043 : Hindi and English

Date:Pawan Kumar