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.

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.

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.

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.

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.

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.

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.

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 “Revenue Champion” assisted top management to formulate strategy and sales promotion for Eastern India. International assignment (2001-2002): Nepal

• 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

• 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