Kumar Dev Email & Phone Number

Noida, Uttar Pradesh, India

Mumbai, Maharashtra, India

Head of Service Delivery

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

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

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

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

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.

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

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

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.

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

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

• 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.

Master Of Business Administration - Mba, Marketing, First

Bachelor Of Engineering, Industrial & Production Engineering, First