M Sunil Babu Email & Phone Number

Qatar

• Ensured customer satisfaction and maintained 24 hours Turn Around Time (TAT) for all the customer service jobs recorded.
• Implemented maintaining minimum spare part stock level for the assured 24 hours TAT for all the service jobs.
• Spare part obsolesce reduced by implementing strict order process based on the stock level and consumption pattern.
• Return Material Authorisation (RMA) process implemented and 100% refund received on defective items from the manufacturer.

Sultanate Of Oman

• Worked with Mustafa Sultan Enterprises, Oman, which is an industrial and trading conglomerate comprising of 14 companies and more than 1,000 employees in Oman, in their Telecom Business Division
• Ensured customer service stayed excellent and helpful by closely monitoring staff performance and assessing customer feedbacks.
• Ensured customers received excellent service by going the extra mile to assist with needs, requirements and requests.
• Monitored department operations to identify inefficiencies and process flaws, promptly managing change.
• Improved operations by providing extra training to inefficient, underachieving staff.
• Monitored Spare parts and swap stock on web based tracking system and physical verification of the same on regular intervals, ordering new stock when required.

Dubai, UAE

• Creating and executing development plans and revise as appropriate to meet changing needs and requirements as part of continual improvement program.
• Handling of escalated customer complaints from ASP or from BenQ website.
• Contact point of BenQ with Customers / ASPs / Distributors.
• Technical support to BenQ Service Centers in Middle East.
• SLA, Performance tracking and follow up with Authorised Service Centers.
• Liaison with BenQ team in Taiwan (HQ).

Dubai, UAE

• Conducting internal technical trainings and implementing service supplier requirements in service centre
• Manufacturer contact window on Sony Ericsson, Nokia, Samsung, HTC and Toshiba repair activities in Cellucom.
• Technical support to all Service Technicians located in 19 service locations of Cellucom in UAE, Oman, Qatar, Kuwait, Bahrain, Kenya, Tanzania, Namibia and Saudi Arabia.
• Managing independently a service team of Technicians, Customer care staffs, Engineers and Branch Managers.
• Warranty claim fulfilments
• Accountable for the enforcement of ESD safe service environment and ESD audits / manufacturer service audit.

Cochin, Kerala, India

• Achieved business growth from 1.5 lakh to 20 Lakh/month with in few months from the date of joining and achieved a total of 1.4 Crores/year comparing with the previous year total of 14.8 Lakhs in the job of Nokia Care.
• Joined as Service Engineer, later promoted to Branch Manager to take care of Nokia business operations in Kerala
• Business network development and appointing new Nokia Care centres in Kerala.
• Oversaw the operation of the branch; work as a team for the smooth operation within the branch.
• Establishment of service centres of Nokia mobile phones all over Kerala
• Power of Attorney of company operations in Kerala and authorised to represent company in all government organisations including on Legal authorities, Banking & Sales Tax departments.

Cochin, Kerala, India

• Servicing of Hewlett Packard (HP) computers and peripherals.
• Warranty support for the customers / corporate companies.
• Trusting relationship management thereby promoting customer retention and loyalty.

Mahendragiri, Tamil Nadu, India

• Apprenticeship completed with the division of Liquid Propulsion System Centre (LPSC) Mahendragiri on the project of indigenously developing Cryogenic Engine Test Facility. Got selected as one of the six apprentices in.
• Control room electronics, field instrumentation system implementation and flow chain calibration done on Rocket Engine Test Facility.

Diploma, Electronics And Communication Engg.

Advanced Diploma, Computer Hardware And Networking

Certificate, Cad/Cam

Thslc, Electronics