Lokesh Mishra Email & Phone Number

Dubai, United Arab Emirates

A leading distributor of Mobile Phones ( Apple ,Samsung, Huawei & Nokia ) Telecommunication devices & Home Appliances, operating in Middle East® Managing a chain of 25+ Customer Care Centers of Apple, Samsung, Huawei, Oppo and Xiaomi in Oman & Iraq® Managing a Team of 60+ people at the operational level in Oman and Iraq® Accountable for the Financial P & L of the Service Division at Group Level

Dubai, United Arab Emirates

In his role as Regional Service Manager, Lokesh handled overall day to day operations and management of AppleCare Customer Service Department, including service providers, Apple call centers, service logistics & consumer escalations; oversaw a network of 30+ Apple authorised service centres in the Middle East and Africa. He forecasted a geographical service centre coverage and repair capacity in line with the sales growth for the region.Furthermore, Lokesh handled contract management of all the 30+ service providers as well as designed corrective action planning in case of non-compliance with the service providers. Also, Lokesh ensured all the 30+ Service locations of Apple were in compliance with the Apple Branding Guidelines, technical certifications, and ensuring the compliance of the safety guidelines.Few highlights of this role include:★ Built a collection network of more than 100+ retail outlets to enhance the service density and coverage of Apple Collection Points in the MEA Region.★ Launched AppleCare Protection plan in the UAE service networks with a sales conversion rate of over 15%.★ Reduced the logistics lead time of the service parts for Middle East countries from 14 Days to Next Business Day delivery by launching a local spare parts hubs in every country in Middle East.★ Presented a business case to Apple HQ in California to launch a dedicated call centre for Zain & Mobily in KSA or else approx. 45% of the consumer base would not have access to Apple Call Centre in Saudi Arabia.★ Launched 9 Apple Call Centres in the Middle East.★ Collaborated with the US Team to correct the GPS coordinates for all the Service Providers of Apple and to launch global warranties on iPhones in 2015.★ Enhanced the digital platform of Apple for the service providers by implementing 2 Step verification with a success rate above 95% in MEA region

Dubai

Designation Chronology:Senior Manager –Service Operations 2008 – 2012, GCC Nokia Service Manager 2006 – 2008 ,Saudi Arabia & Yemen Area Supervisor 2004 – 2006 ,GCC & LEVANTAs the Senior Manager at Nokia, Lokesh looked after service partner management, retail support, operator account management, process improvement, and service channel transformation. He reported to service director IMEA based in Dubai. He developed processes for Operational Score Cards, Loan Phone Management, Solution Activation and sample collection processes.Few achievements during the tenure include:★ Launched Nokia Warranty Hotline in UAE in 2009, Bahrain in September 2010 and Kuwait in December 2010,Nokia Care Front End Solution to the entire service Channel in the Lower Gulf (2009 – 2010)★ Launched a Marketing Campaign to promote Nokia Care across 100+ retail outlets in Dubai; increased the consumer footfall by 25% on a monthly basis.★ Improved the turnaround time in the Nokia Care Centres in the UAE by 85% in the Trade Channels and 80% in the direct walk-ins (2010).★ Increased the sales of Nokia accessories by 80% in the Customer Care Channels in 2011.Developed Incentive schemes for the Service vendors in 2010; resulted in increasing the customer satisfaction to 86% in 2011.★ Reduced the warranty costs by US$30,000 per month and increased the authorized sales by 12-15%.Worked with Etisalat (Mobile operator in UAE) for launching VIP services for Etisalat customers in the Nokia Care Channels★ Created a new Revenue Channel for the service provider, with an attach rate above 20% in Middle East.Saved US$200K for Nokia Middle East, as a fraud detection in the Customer Care Channel.★ Launched 25+ Nokia Customer Care Centres in the Lower Gulf.★ Increased the consumer satisfaction in the Care Channel up to 86% in the UAE in 2011 compared to below 60% in 2010.★Successfully launched multiple Care Marketing Campaigns in GCC region

Dubai

As Customer Care Engineer / Team Leader, Lokesh was responsible for providing customer support to Siemens Mobile in Dubai Region. He resolved customer escalations diverted by Siemens Mobile while maintaining TAT of less than 8 working hours. He ensured 30 minutes (L1/L2) warranty repairs.He supervised service team of the showroom and forecasted inventory requirement for each quarter.Moreover, he was entrusted with the responsibility to conduct internal trainings for staff and dealer network working across customer service, communication skills and product training.Also, he conducted market research and market analysis to determine the position of the company vis-à-vis other competitors.

Calcutta

At Usha Martin, Lokesh launched first Nokia Care Centre in Kolkata, India. He provided technical repairs to customers and handled them with regards to products & services.Responsibilities of this role include:★ Managed dealer service networks in Eastern India ★ Conducted training programs for dealers’ networks and presentations to corporate and institutional clients.★ Developed after sales services in the independent territory (Eastern India).

Mba

Certification, Service Manager

Activities and Societies: Module 1:Service is a business Module 2: Effective management of Services Modiule 3:Personal Contribution.

Bsc., Physics,Chemistry And Maths

Diploma, Electronics And Telecom

High School, Icse