Abdul Mohsin Email and Phone Number

•I successfully led an initiative that improved productivity in the warehouse resulting in a 20% reduction, in order processing time and a 15% decrease in costs.• My responsibilities included managing all activities for the Furniture Distribution and Large Distribution Centers ensuring smooth operations and timely deliveries.• I also oversaw inventory management, optimized warehouse space utilization, and aligned capacity to enhance efficiency while saving costs.•Worked on process… Show more •I successfully led an initiative that improved productivity in the warehouse resulting in a 20% reduction, in order processing time and a 15% decrease in costs.• My responsibilities included managing all activities for the Furniture Distribution and Large Distribution Centers ensuring smooth operations and timely deliveries.• I also oversaw inventory management, optimized warehouse space utilization, and aligned capacity to enhance efficiency while saving costs.•Worked on process simplification and improvement strategies, such as the Inventory per person Program, (IPP enhancement) resulting in a 22% increase in productivity.•Acted as the central Quality Point of Contact (POC) for addressing all Quality and legal-related issues in Finished Goods (FG) products.•Successfully resolved customer escalations related to the supply chain, improving customer satisfaction ratings.•Managed and monitored the performance of a 3PL partner across India, optimizing their billing and ensuring penalties were effectively closed.•Played a pivotal role in the onboarding of a 3PL partner and facilitated the closure of legal requirements for smooth operations.•Provided technical assistance to the ground team for the installation and servicing of flat panel TVs, ensuring a seamless customer experience.•Successfully resolved complex technical and escalated customer issues, consistently exceeding service quality standards.•Coordinated with brands when necessary to expedite issue resolution, enhancing customer satisfaction and loyalty.•Collaborated closely with team leads and managers to ensure timely assignment and resolution of service tickets within established SLAs.•Led process and service SLA improvement projects, resulting in a 20% reduction in response times and improved customer support efficiency.•Managed Root Cause Analyses (RCAs) for social media and leadership cases, delivering timely Corrective and Preventive Actions (CAPA) to enhance the overall customer experience. Show less

•Successfully oversaw the management of the entire Bangalore branch, ensuring efficient operations and high customer satisfaction.•Led efforts to improve the performance metrics of Toshiba and AOC flat panel services in the Bangalore branch, achieving a 15% increase in service quality.•Effectively resolved complex technical and escalated customer issues, maintaining a high level of customer satisfaction.•Conducted monthly performance reviews with the headquarters (HO) and brand… Show more •Successfully oversaw the management of the entire Bangalore branch, ensuring efficient operations and high customer satisfaction.•Led efforts to improve the performance metrics of Toshiba and AOC flat panel services in the Bangalore branch, achieving a 15% increase in service quality.•Effectively resolved complex technical and escalated customer issues, maintaining a high level of customer satisfaction.•Conducted monthly performance reviews with the headquarters (HO) and brand representatives, ensuring alignment with organizational goals and service quality standards.•Managed the branch's Profit and Loss (P&L), optimizing financial performance and profitability.•Maintained regular communication with brands, providing feedback and support to address any outstanding issues.•Conducted monthly reviews with the store's team, enhancing Merchandising Service Levels (MSL) and inventory management.•Spearheaded network expansion initiatives for the branch, increasing market reach and customer access.•Played a key role in the activation/deactivation of Service Facilities (SFs) and handled monthly billing and stock closure processes efficiently.•Conducted inventory management and Failure Mode and Effects Analysis (FFR), optimizing inventory levels and reducing potential service interruptions. Show less

•Provided technical assistance to field staff on L2 and L3 cases, resulting in a 20% reduction in service resolution time and an improved customer experience.•Acted as the product specialist for in-house brands, including ORZ and Reconnect FPTVs, delivering in-depth product knowledge to enhance customer support.•Served as the Point of Contact (POC) for technical issue support for South India in-house brands, streamlining communication and issue resolution.•Identified, corrected, and… Show more •Provided technical assistance to field staff on L2 and L3 cases, resulting in a 20% reduction in service resolution time and an improved customer experience.•Acted as the product specialist for in-house brands, including ORZ and Reconnect FPTVs, delivering in-depth product knowledge to enhance customer support.•Served as the Point of Contact (POC) for technical issue support for South India in-house brands, streamlining communication and issue resolution.•Identified, corrected, and provided advice on technical issues to the Head Office (HO) and collaborated with the HO Research & Development (R&D) team on private label brands, reducing product defects by 15%.•Successfully controlled and resolved complex technical and escalated customer issues, maintaining a high level of customer satisfaction and loyalty.•Stayed updated with current system information changes, ensuring a well-informed approach to technical problem-solving.•Collaborated closely with the HO and R&D team to ensure accurate L2 and L3 diagnoses for repeated failure issues, improving service efficiency and customer satisfaction.•Managed service responsibilities to align with brand objectives, significantly improving the service level agreement (SLA) and enhancing the overall customer experience.•Assumed responsibility for Harman and JBL service for Pan India locations for 18 months, increasing service quality. Show less

•Handled on-field customer complaints (L2) with a 98% resolution rate, demonstrating a high level of technical expertise and problem-solving skills.•Took control of and successfully resolved complex technical and escalated customer issues on high-end FPTVs, contributing to an increase in customer satisfaction.•Verified customer issues and, when necessary, escalated them to the brand's Research & Development (R&D) team, resulting in faster issue resolution and improved product… Show more •Handled on-field customer complaints (L2) with a 98% resolution rate, demonstrating a high level of technical expertise and problem-solving skills.•Took control of and successfully resolved complex technical and escalated customer issues on high-end FPTVs, contributing to an increase in customer satisfaction.•Verified customer issues and, when necessary, escalated them to the brand's Research & Development (R&D) team, resulting in faster issue resolution and improved product quality.•Identified, corrected, and advised on operational issues, leading to a 10% reduction in operational errors and improved efficiency.•Stayed updated with current system information changes, ensuring accurate and up-to-date technical support for customers.•Collaborated closely with the brand's R&D team to ensure that tickets were assigned appropriately and responded to within the Service Level Agreement (SLA).•Provided technical assistance to customers on L2 and L3 cases on FPTVs, maintaining a high level of customer satisfaction and loyalty. Show less