Farhad Hossen

• Leading LG Bangladesh B2B & B2C after sales service with 8 service partner across the country to ensure customer satisfaction.
• Responsible for overall service operations – Service KPI, Service Delivery to end users, customer feedback using NPS survey.
• Closely collaborating with sales, factory & product team to ensure product quality and closely working with quality team to resolve quality issue if any.
• Preparing service strategy for driving service operations and ensuring compliance as per norms.
• Handling local call center operations, systems, agents training and preparing required process for call center operations.
• Analysis and implementation of strategy to improve service quality like reduced RTAT, availability of Spare Parts, enhance field team skill to increase productivity etc.
• Managing good relationship with partners, 3rd party vendors, customers and relevant stakeholders. Introduce new partner after proper evaluation of partner’s service delivery capability.
• Analyzing daily pending tickets, preparing proactive countermeasure to reduce customer complaint & executing the plan into the field for ensuring customer best customer experience.
• Responded to customer service issues in timely manner. In addition, I have to ensure escalation, communication, and constant follow up with all relevant internal and external stakeholders, including but not limited to customers, operations managers, and engineers.
• Handling RMA claims of service partner, conducting audit based on customer claim and settled claim as per process
• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
• Supervised labor costs and departmental expenses to remain in line with budget

Ensured proper after sales service for Haier brand products in Bangladesh. Collaborating with service vendors, call center & Haier factories for service operations to ensure rich customer experience to end user. Instituted performance management tools and audit process ensuring operational excellence of service vendors align with the company’s business goals and strategies.

• Received best employee Award in appreciation by management for service network expansion, operations excellence, and improving customer satisfaction scores.
• Managing service operation through direct and service franchisees across country to ensure faster service delivery.
• Working with strong service systems for service tracking and call center operations.
• Strong follow-up on product quality issue. Worked with quality team unless and until quality issue is not resolved.
• Established new call center, parts warehouse & direct service center (DSC) under own supervision.
• Managing 200 service franchisees and around 450 technicians for smooth service delivery for repair & installation.
• Regular visit to market for collecting feedback of sales and service from dealers and authorized sales channel.
• Arranged repair skill enhancement training programs for service networks engineers.
• Established competent service team, built dynamic environment that fostered development opportunities, motivation and ownership. Improved al KPI through proper service support.
• Ensure service department P&L through proper revenue generation through service and spare parts sales.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Received best employee award in Q3’2016 & Q1’2019 and model employee award 2016 & 2018 in appreciation for best customer experience through 100% in home service across the country.
• Supervised of 5 service partners including 37 service centers operation across country.
• Managed 100% in home repair support for all CE (Consumer electronics) products which is unique service in Bangladesh.
• Supervised of B2B/B2C customer support of Samsung Bangladesh.
• Maintained and process enhancement of warranty support for all Samsung customer as well as for service partners.
• Management of 9 service Van’s operation with providing D2D repair services at remote location of 8 divisions.
• Executed successful warranty extension projects which facilitated to increase Samsung sales.
• Analysis of the consumption & maintain safety stock of the spare parts in every service center.
• Management of RM support to resolve customer problem through online and set strategy to improve promoter of Service.
• Maintained optimized service network including contracting new service network or terminating service network for bad performance.
• Monitoring product field quality issues and conduct field test and inspection to minimize quality issues.
• KPI follows up (CTAT, LTP, FTC, CRRR, Happy call) for service center by branch and take action for improvement plan.
• SWOT analysis and make strategy according to analysis for being market leader.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies

• Adhered to timelines to meet quality assurance targets.
• Participating in preparing test plans & preparing test scenarios.
• Preparing test environment to execute test cases
• Analyzing test cases prepared by other team members
• Executing test cases
• Giving mandatory information of defect to developers in order to fix it
• Preparing summary reports
• Preparing lesson learnt documents from previous project testing experience
• Preparing suggestion documents to improve quality of application
• Communication with test lead / test manager
• Binary flashing in Samsung mobile and download from PLM.
• Automation testing and create automation script by using different kinds of automation tools