Jawad Akhtar Email and Phone Number

I managed P&L and profitability indices while optimizing supply chain costs for Nokia, leading to a 60% improvement in the supply network across Pakistan. My efforts increased the Nokia Customer Satisfaction Index by 90% in the region. I oversaw 22 flagship M&P Care Centers/ASVs and more than 300 collection points within 500 retail stores, ensuring efficient Nokia warranty repairs in major cities and fostering brand loyalty among Nokia smartphone customers.As a technical liaison with… Show more I managed P&L and profitability indices while optimizing supply chain costs for Nokia, leading to a 60% improvement in the supply network across Pakistan. My efforts increased the Nokia Customer Satisfaction Index by 90% in the region. I oversaw 22 flagship M&P Care Centers/ASVs and more than 300 collection points within 500 retail stores, ensuring efficient Nokia warranty repairs in major cities and fostering brand loyalty among Nokia smartphone customers.As a technical liaison with Nokia R&D, I played a crucial role in reducing product reject rates and minimizing customer complaints. I also led a team of over 100 members, providing training and technical support, and made key decisions related to customer service, reporting, and store management.Carlcare Improvement Initiative (July 2022 Onward)I addressed payment delays for labor invoices and material costs dating back to February 2021 and improved processes within Carlcare and our service centers. I analyzed business needs, defined services, timelines, and benchmarks, and delivered nationwide technical training. Regular business meetings helped address P&L, operational challenges, and customer value addition, while visits to markets and service centers across Pakistan aimed to enhance services and boost repair volumes.Operational Management and System ImplementationI provided regular updates on team performance, ensuring weekly workflow visibility, and managed parts ordering and follow-ups. I transitioned from third-party systems to in-house systems for Nokia, Samsung, and Carlcare, with system expansion to Xiaomi in 2024 and plans for HP, Dell, and Lenovo. I oversaw business activities, maintained 90% repair target efficiency, managed warranty/non-warranty claims, and resolved daily operational issues.Additionally, I managed logistics, including lost devices and non-warranty processes, and maintained records of office assets and DAP device transfers. Show less

• Consistently offer professional, friendly and engaging service • Lead and manage the office day-to-day IT activity ensuring all standards are followed • Comply with the company’s IT Security Policy as it pertains to hardware, software, security/data safety • Ensure proper backup of all business related, user relevant data • Support the office standalone systems, including but not limited to, systems connected to the Network, point of sales systems, all related interfaces, file… Show more • Consistently offer professional, friendly and engaging service • Lead and manage the office day-to-day IT activity ensuring all standards are followed • Comply with the company’s IT Security Policy as it pertains to hardware, software, security/data safety • Ensure proper backup of all business related, user relevant data • Support the office standalone systems, including but not limited to, systems connected to the Network, point of sales systems, all related interfaces, file server, PF sense (policy define), attendance server, antivirus server, UPS related devices • Work and consult with hardware and software vendors to setup and maintain all required equipment • Ensure that the usage and installation of software is in accordance with the software licensing laws • Balance operational, administrative and Colleague needs • Yearly budget planning of purchasing and maintenance equipment’s as well as tender documents preparation.• Follow departmental safety policies and procedures. Show less

•Responsibilities to bring about from concept, to design, sample production, testing, forecast, cost, mass production, support, and finally product end of life.•Recommends the nature and scope of present and future product lines by reviewing product specifications and requirements; appraising new product ideas and/or product or packaging changes.•Assesses market competition by comparing the company's product to competitors' products.•Obtains product market share by working with… Show more •Responsibilities to bring about from concept, to design, sample production, testing, forecast, cost, mass production, support, and finally product end of life.•Recommends the nature and scope of present and future product lines by reviewing product specifications and requirements; appraising new product ideas and/or product or packaging changes.•Assesses market competition by comparing the company's product to competitors' products.•Obtains product market share by working with sales team to develop product sales strategies.•Brings new products to market by analyzing proposed product requirements and product development programs, establishing time schedules with engineering and manufacturing.•Field Test Monitoring and Operation with FTR Engineer and provide FTR Report with HQ PIC’s for production.•Completes operational requirements by scheduling and assigning employees; following up on work results.•Contributes to team effort by accomplishing related results as needed.•Achieves customer service objectives by contributing customer service information and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.•Determines customer service requirements by maintaining contact with customers; Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.•Maximizes customer operational performance by providing help desk resources and technical advice, resolving problems, warnings, and new techniques; detecting and diagnosing repair problems.•Service management and Service Policy Implementation•Technical and Parts Support Handling and Implementation of Parts Policies as per company policy.•Daily Operation and KPI's monitoring / Monthly Service Network ROI.•Customer Service Center, location & budget planning with Management. Show less

Consulting, advising, and creating programs to fill the gaps between actual situations and desired onesIdentify opportunities to offer information and make product or service suggestions based on a customer's needs.Improving work performance and organizational communication.Increasing employee motivation and morale.Defining the company’s mission, goals and objectives.Achieving customer satisfaction and customer loyalty.Coaching, guiding and training employees.Raising… Show more Consulting, advising, and creating programs to fill the gaps between actual situations and desired onesIdentify opportunities to offer information and make product or service suggestions based on a customer's needs.Improving work performance and organizational communication.Increasing employee motivation and morale.Defining the company’s mission, goals and objectives.Achieving customer satisfaction and customer loyalty.Coaching, guiding and training employees.Raising the company’s customer base and market segment. Show less

Being a Service Manager following are my responsibilities:-• Network expansion and optimization on sales targeted cities.•Yearly over $300K budget planning, vendors selection, monitoring and execution timely.• Service management and Service Policy Implementation• Maker service Agreement Management with GCS• Warranty Claim Management and support (Service Expense Claim to Samsung GCS via GSPN by distributor)• Product return Management under DOA, DAP,LPR,FWR &… Show more Being a Service Manager following are my responsibilities:-• Network expansion and optimization on sales targeted cities.•Yearly over $300K budget planning, vendors selection, monitoring and execution timely.• Service management and Service Policy Implementation• Maker service Agreement Management with GCS• Warranty Claim Management and support (Service Expense Claim to Samsung GCS via GSPN by distributor)• Product return Management under DOA, DAP,LPR,FWR & DNA• Technical support to Distributors through GCS techincal Support department.• Parts Support Managing and Implemenation of Parts Policies for Distributors through GCS parts Department.• Coordinate Payment with distrisutors for Parts• PI sharing, payment document sharing etc• Tracking Delievery of Parts • Sharing Document of Parts shipment with Distributor from GCS• Provide Customer Service System Support to Distributors• GSPN• STELS • Providing regular training support to Distributors, through GCS. ( Invitational Training, Online Training , Onsite Training)• Service Network Monitoring of Distributors and with GCS.• Customer Service plaza CSP location & budget planning with distributors & GCS• Field Test Monitoring and Operation with FTR Engineer and provide support.• Customer Spec Management Managing customer Spec for Pakistan on Mobile Phone Specification System. (MPS) Show less

•Field test and Product Quality Management HHP•Manual Management•MMI Management through STMS•Providing regular training and technical support to Distributors through GCS technical Support department•Monitoring Service network of Distributors and with GCS•Managing customer Spec for Pakistan on Mobile Phone Specification System•Application Sourcing for Bada and Java platform

•Human Resource (joining and Separation formalities)•Attendance management•Responsibilities for Administration Control•Maintaining Personal files of Employees and its relation

•Installing and configuring computer systems•Monitoring and maintaining computer systems and networks•Providing support, documentation, Requirement analysis, design, Software testing & client handling on assigned in house & off shore projects•Design Gallopers website•Troubleshooting system, network problems, diagnosing hardware/software faults•Responsibilities for testing and installing the Software’s in different institutions