Kumar Dev

Kumar Dev Email and Phone Number

Customer Service & Experience Specialist, Operations, Strategy and P&L expert (Ex Samsung, Jumbo, OneAssist, Whirlpool, Godrej) @ Havells India Ltd
india
Kumar Dev's Location
Noida, Uttar Pradesh, India, India
Kumar Dev's Contact Details

Kumar Dev work email

Kumar Dev personal email

About Kumar Dev

An ardent service professional with 25+ years of proven track record in developing and executing customer experience and operation strategies with P&L management in both organized and formative organizations. Key Skills:  Process Champion : Strategy Formation, Trouble Shooting, Process Improvement, Operation Transformation, Business Efficiency and P&L Management  Customer Experience Expert : Moment of Truth, Contact Center, NPS, VOC, Analytics, SLA Management, Technology, Sales  Operations Specialist : Field Service , Franchisee Operation, Vendor and Client Management, Aggregator model, Van Service, Coach, Result Driven  Change Management Leader : Lateral Thinking, Innovation, Disruption, Project Management, Navigating OrganisationAn Engineering graduate from MIT Manipal I have further earned my MBA from University of East Anglia, Norwich, United Kingdom.I am strongly numerate, Analytical, Quick decision maker, Strong Executor and have produced quality results in specified time even under pressure. My long term experience in the world class service industry has taught me how to meet and exceed each customer's expectations with service that sells!During my professional journey, I have served customers in different geographies (Indian Subcontinent, Europe, Middle East and SAARC countries) of varied industries (Consumer Durable & Electronics, Mobiles, Call Center, E-commerce, Insurance and Engineering) in multiple verticals (Field Service, Service Strategy, Service Contracts & Revenue Management, Call Center & VOC, IT Systems, Operations & P&L management, Franchise, Client & Vendor Management and Product Management).I firmly believe my knowledge and experience of mapping & managing customer life cycle journeys will complement a senior level role in the field of Customer Experience and Operations Management . Having hands-on with strategic as well as operational aspects of business across all levels, I can positively contribute by navigating the organisation towards delivering the right set of offering and values for customers ensuring loyalty, retention and recovery.

Kumar Dev's Current Company Details
Havells India Ltd

Havells India Ltd

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Customer Service & Experience Specialist, Operations, Strategy and P&L expert (Ex Samsung, Jumbo, OneAssist, Whirlpool, Godrej)
india
Website:
havells.com
Employees:
6383
Kumar Dev Work Experience Details
  • Havells India Ltd
    Head Of Service Excellence
    Havells India Ltd Nov 2023 - Present
    Noida, Uttar Pradesh, India
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  • Onsitego
    Executive Vice President - Service Delivery
    Onsitego Feb 2023 - Nov 2023
    Mumbai, Maharashtra, India
    Head of Service Delivery
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  • Jumbo Electronics Company Limited (Llc)
    Head - Jumbo Serve
    Jumbo Electronics Company Limited (Llc) Feb 2020 - Jul 2020
    United Arab Emirates
    o Managed service operations in UAE & Middle East with annual P&L of $ 10 Million. o Reduced manpower cost by $ 1.9 Million through Process reengineering and ERP implementation (MS D365) o Crisis Management: Optimised service network and resources to reduce monthly cost by 40% during pandemic quarter for positive P&L. o Delivered NPS of 74 by providing VAS to customers (Remote Service, Drop-Off, Pickup & Delivery service from Home & Kerb). All VAS were monetized to generate… Show more o Managed service operations in UAE & Middle East with annual P&L of $ 10 Million. o Reduced manpower cost by $ 1.9 Million through Process reengineering and ERP implementation (MS D365) o Crisis Management: Optimised service network and resources to reduce monthly cost by 40% during pandemic quarter for positive P&L. o Delivered NPS of 74 by providing VAS to customers (Remote Service, Drop-Off, Pickup & Delivery service from Home & Kerb). All VAS were monetized to generate additional revenue of $ 0.175 Mn / month. o Fueled revenue growth of 20% YOY in Jumbo Unwired Business Line offering AI based Smart Homes for future. Show less
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  • Oneassist Consumer Solutions
    Vice President - Head Of Service Operations
    Oneassist Consumer Solutions Sep 2019 - Feb 2020
    Mumbai Area, India
    o Improved NPS from 18 to 62 in 3 months through Process Reengineering and technology to eliminate NVA. o Established parallel Pan India service network to remove non-performing National Service Partner in 2 months. o Serviced Pin codes increased by 380% in 5 months (From 2700 to 10200 pin codes). o Strategically selected service partners to ensure capability enhancement from 14 to 37 products. o Developed SOP and R&R for entire team (internal and external) to ensure… Show more o Improved NPS from 18 to 62 in 3 months through Process Reengineering and technology to eliminate NVA. o Established parallel Pan India service network to remove non-performing National Service Partner in 2 months. o Serviced Pin codes increased by 380% in 5 months (From 2700 to 10200 pin codes). o Strategically selected service partners to ensure capability enhancement from 14 to 37 products. o Developed SOP and R&R for entire team (internal and external) to ensure standardized operations and delivery. Show less
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  • 3S Touch Service Solutions Pvt. Ltd.
    Founder Director
    3S Touch Service Solutions Pvt. Ltd. Oct 2017 - Sep 2019
    Bengaluru Area, India
    o Established Startup to provide smart solution to OEMs/ Fintech through organised service channel. o Developed and executed Strategy, Processes, Technology, Service Network (250+) and Resources (200+) for operational & financial efficiency. Business Model : Captive, Franchised and Aggregator service network. o Scaled up revenue to 1.2 Mn USD in first year of operation through business development & client acquisition. o Brand Association : Xiaomi, Jio, Samsung, HDFC
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  • Samsung India
    National Head - Project Surya (Customer Satisfaction)
    Samsung India Jan 2017 - Sep 2017
    Gurgaon, Haryana, India
    Project Surya: We’ll take care of you, wherever you are ... https://www.youtube.com/watch?v=779KwjAYTeQo A marvel in operational innovation and cross functional cooperation with annual P&L Budget of $ 8 Million o Enhanced experience for 1 Mn+ customers/year in Rural India. (Response: D+1 >95% ; Resolution: D+3 >90%)o Rural Connect: 535 retrofitted service vans with multi skilled engineer to provide doorstep service in upcountry o “War Room” for monitoring and real time… Show more Project Surya: We’ll take care of you, wherever you are ... https://www.youtube.com/watch?v=779KwjAYTeQo A marvel in operational innovation and cross functional cooperation with annual P&L Budget of $ 8 Million o Enhanced experience for 1 Mn+ customers/year in Rural India. (Response: D+1 >95% ; Resolution: D+3 >90%)o Rural Connect: 535 retrofitted service vans with multi skilled engineer to provide doorstep service in upcountry o “War Room” for monitoring and real time tracking of Surya Van using cutting edge technology o Innovative use of Surya Vans for Brand marketing and structured Cross / Up selling in Rural India. Show less
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  • Samsung India
    Regional Service Manager - North India
    Samsung India Jul 2013 - Dec 2016
    Gurgaon, India
    o SLA Improvement : II Same Day Repair: 59% to 83% II II Average Open Complaints: 2.6 days to 0.9 days II o Led North as Best Performing Region from 3rd Position in 4 Months by restructuring of Manpower, Service Network and Process Reengineering. o Managed 6500 resources servicing 3,50,000 calls/month through 675 service points in 13 branches.
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  • Samsung India
    Head Of Customer Experience And Contact Center
    Samsung India Jan 2008 - Jun 2013
    Gurgaon, Noida, Chennai
    o Pioneered concept of 24X7 Contact Center, Technical Trouble Shooting, Remote Assistance, Contact Reduction through cyber service enabled with Decision Tree, Predictive VOC Management in Industry. o Managed 1.4 million calls / month, 1700+ resources from 3 contact centers ensuring effective utilization of Resources with best in class SLAs (Productivity, Satisfaction and Cost).o Working closely with Telecom Providers revolutionized the calculation of PRIs and resources by introducing… Show more o Pioneered concept of 24X7 Contact Center, Technical Trouble Shooting, Remote Assistance, Contact Reduction through cyber service enabled with Decision Tree, Predictive VOC Management in Industry. o Managed 1.4 million calls / month, 1700+ resources from 3 contact centers ensuring effective utilization of Resources with best in class SLAs (Productivity, Satisfaction and Cost).o Working closely with Telecom Providers revolutionized the calculation of PRIs and resources by introducing new Variable factor in capacity planning for the entire Call Center industry. o Developed cross trained resource pool to manage erratic call flow during peak time, seasonality and attrition. o Created independent VOC organisation with 70 dedicated warriors working 24 X7 in “War Room” capturing potential risk proactively from CRM / Web-Crawling / Phone / Email / Letters to ensure closure within SLA. Show less
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  • Samsung India
    Head Of Strategy And It System – South West Asia
    Samsung India Jan 2007 - Jun 2013
    Gurgaon, India
    o Developed exclusive service strategy for Galaxy and Note range of Mobile phones by offering add-on VAS (Pick-up and Deliver, Standby, Express Service, Speedy DOA, Product Feature Trainers, L1 Home Repair). o Responding to exponential sales growth, in a strategic move initiated migration from Captive to Franchised network and eventually included strategic service partner for inorganic growth in coverage, service levels and cost optimization. o Introduced Home-Doctors – Service… Show more o Developed exclusive service strategy for Galaxy and Note range of Mobile phones by offering add-on VAS (Pick-up and Deliver, Standby, Express Service, Speedy DOA, Product Feature Trainers, L1 Home Repair). o Responding to exponential sales growth, in a strategic move initiated migration from Captive to Franchised network and eventually included strategic service partner for inorganic growth in coverage, service levels and cost optimization. o Introduced Home-Doctors – Service Relationship Managers for premium products for Customer Delight. o Worked jointly with HQ and Global Team for development of Global Service IT platform. As a Project manager successfully migrated ERP system (SAP 3->SAP 7) & CRM system (CRM 3  CRM 7) in South West Asia. o Managing crisis moment during SAP migration in 2010, along with local SDS team developed GSPN (front end and miniERP for service partners) from scratch in just 17 days Show less
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  • Samsung India
    Head Of Service Tracking, Warranty Management And Product Support
    Samsung India May 2005 - Jun 2013
    New Delhi Area, India
    o 41 skilled trackers monitoring 1 Mn+ complaints for achieving SLAs and reducing abnormalities o 3 level checks (system / happy calling / branch audit) introduced to ensure customer satisfaction, claim verification, cost control and quality data. Charge back of above $1 Million was initiated from partners in 2008. o Innovated process for defective returns for recycling and vendor claim. Reduction of 23% claim in 1st year.
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  • Whirlpool Of India
    Branch Manager - Consumer Service
    Whirlpool Of India Jan 2000 - Jun 2002
    Patna, Bihar, India
    • As a member of strategy planning team, successfully launched the project “Service Master – New face of Consumer Services”. • As a manager won “Branch of the region” award for rendering excellent Customer service based on Gallop International Survey results in year 2000.• As a member of revenue planning committee, managed to get annual maintenance contract of bottle-coolers from Coca Cola.• Project “Top Kit” – Win-Win situation for both customer and company.• As a “Revenue… Show more • As a member of strategy planning team, successfully launched the project “Service Master – New face of Consumer Services”. • As a manager won “Branch of the region” award for rendering excellent Customer service based on Gallop International Survey results in year 2000.• As a member of revenue planning committee, managed to get annual maintenance contract of bottle-coolers from Coca Cola.• Project “Top Kit” – Win-Win situation for both customer and company.• As a “Revenue Champion” assisted top management to formulate strategy and sales promotion for Eastern India. International assignment (2001-2002): Nepal • Working closely with Export Manager, established sales & service network within six months of operation in Nepal.• Interviewed by business press of Nepal in February 2002 about future strategies of Whirlpool. Show less
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  • Godrej
    Assistant Manager - Service
    Godrej Jan 1997 - Jan 2000
    Locations: Faridabad, India• Received the Performance Award in 1998-99 for market mapping & network correction to improve customer service and sales of spares. • Launched a logistics solution called “Service Express” for spares movement and appliance replacement in the territory. • New claim procedure introduced in my territory was adopted quickly through out the organization.• Supervised 3 executives and 11 service centers to carry out day to day operations.• In added… Show more Locations: Faridabad, India• Received the Performance Award in 1998-99 for market mapping & network correction to improve customer service and sales of spares. • Launched a logistics solution called “Service Express” for spares movement and appliance replacement in the territory. • New claim procedure introduced in my territory was adopted quickly through out the organization.• Supervised 3 executives and 11 service centers to carry out day to day operations.• In added responsibility of Warehouse operation have streamlined delivery spikes in secondry logistics through strategic planning. This also helped sales in even distribution of orders over the month. Show less
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  • K.G.K Compressors Ltd
    Graduate Engineer Trainee
    K.G.K Compressors Ltd Jul 1995 - Dec 1996
    • As project engineer with the research & development team was responsible for designing high-pressure compressors and its accessories.• Executed turnkey projects including layout and piping for Oil Exploration Companies, Ministry of Defense and Power Plants.• Provided technical support to marketing and service departments for execution of projects.

Kumar Dev Skills

Crm Operations Management Strategy Team Management Management Customer Service Project Planning Customer Satisfaction Mis Field Service Training Supply Chain Management Risk Management Sales Operations Project Management Services Marketing Business Strategy Business Development Warranty Result Oriented Strategic Planning Customer Relationship Management Core Competences Six Sigma Consulting Leadership Start Ups Start Ups Management Service Delivery Vendor Management Account Management Amc Customer Satisfaction Research Kra Dealer Meets Customer Experience Disruptive Technologies Innovation Management Blockchain Artificial Intelligence Net Promoter Score Data Analysis Customer Engagement Customer Surveys Consumer Electronics Extended Warranty

Kumar Dev Education Details

Frequently Asked Questions about Kumar Dev

What company does Kumar Dev work for?

Kumar Dev works for Havells India Ltd

What is Kumar Dev's role at the current company?

Kumar Dev's current role is Customer Service & Experience Specialist, Operations, Strategy and P&L expert (Ex Samsung, Jumbo, OneAssist, Whirlpool, Godrej).

What is Kumar Dev's email address?

Kumar Dev's email address is ku****@****ail.com

What schools did Kumar Dev attend?

Kumar Dev attended University Of East Anglia, Manipal Institute Of Technology.

What skills is Kumar Dev known for?

Kumar Dev has skills like Crm, Operations Management, Strategy, Team Management, Management, Customer Service, Project Planning, Customer Satisfaction, Mis, Field Service, Training, Supply Chain Management.

Who are Kumar Dev's colleagues?

Kumar Dev's colleagues are Indu Prakash Sharma, Rajesh Pasupuleti, Arvind Badhe, Sathyaa Fernando, Manjeev Kumar, Chitrarth Kishore, Prashun Roy.

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