Al Kain Email and Phone Number

Kain Consulting is a specialized consulting practice in the wireless industry omni-channel and mobile device life cycle management delivering insight and operational efficiencies to leading carriers and retailers.

* Responsible for implementing and adherence on return policies and guidelines* Key stake holder in the negotiating terms and conditions with suppliers as it related to in and out of warranty returns from the channel partners* Manage in collaboration the reverse 3PL partners* Responsible for the execution of various client incentive programs* Manage operational budget for reverse logistics and channel services* Manage obsolescence and minimize risk* Develop opportunities and maximize value for returned inventory. Manage external consultants and/or resources engaged on Reverse logistics* Provide leadership and guidance to direct reports, peers, junior team members and business analysts* Document and analyze business processes as it relates to Reverse logistics.* Act as first escalation and decision point for Reverse Logistics/Supply chain* Act as a Supply Chain SME on Reverse Logistics as required

Canadian office for global manufacturer of mobile devices.Reverse Logistics/ Post Launch Service/Technical support Operations Director Responsible for customers’ satisfaction (QBR/Score Card KPIs) and reverse logistics activities management to ensure products positive post launch experience through constant and clear communication and reporting during formal scheduled regular meetings. Carriers’ point of contact for all mobile products post-launch activities and service NPIs in the Canadian market. Mapped and supervised the RMA process of repair devices between Canadian carriers and local Approved Service Center (3PL) including internal audit (FAI), regular customers touch points, and implementing product issues corrective actions (Early Warning Process). Managed all service staff (Call Center and Technical Support Engineers, Materials/ASC vendor management account leads) and post launch operational activities in Canada •Established and maintained strong rapports with Customers’ key client accounts in Canada - e.g. Wind Mobile, TELUS, Bell, Rogers, Videotron, Mobilicity, Cogeco, MTS, EastLink, etc. •Created, monitored, and reviewed all Reverse Logistics processes and SLA’s for local ASC.•Established service model strategies to support carriers specific RL requirements.•Managed local ASC/Call Center incl. Contract negotiation, System set-up and Implementation while continually driving efficiency and cost improvements. •Initiated service agreement talks with Canadian carriers and completed service terms contracts in accordance to internal and carriers’ standards.•Conducted weekly/bi-weekly customer formal touch points and monthly/quarterly business reviews with multi customers’ management levels.

Established and maintained strong rapports with Customers key client accounts in Canada - e.g. WIND MOBILE, TELUS, BELL, etc. •Created, monitored, and reviewed all SLA’s for 3PL’s to ensure compliance to Contractual/Customer commitment.•Maximized the satisfaction of customer's needs by identifying products improvements initiatives – direct link between customers’ technical team and R&D. •Built up long term business development strategies that helped in increasing resources of Service team as well as pre-sales – Mapped reverse logistics process for after sales.•Created Distribution Strategies for Device division including Direct to Store, Vendor Managed inventory and Direct Ship from China.•Managed Huawei’s 3PL’s incl. Contract negotiation, System set-up and Implementation while continually driving efficiency and cost improvements. Reduced costs for Direct to Store model by 20% year over year.•Implemented new/enhanced Operational Policies and Procedures to ensure SOX compliance.

Managed daily operations of Mobile Devices Business distribution centre which supplies major national retailers/distributors (BestBuy, FutureShop, Costco, Ingram Micro, Glentel WirelessWave), ensuring on time delivery, quality product shipped, and cost effectiveness as they relate to Customers’ requirements. Staff of 6-18 employees.

Managed software upgrade projects for local networks requirements to ensure smooth new product launch.

Supervised Cellular repairs, iDEN repairs, Reverse Logistics, Inventory control, and Value Added Services Programs. Staff of 10 employees.