Technically astute management professional with proven 24 years of experience in the field of ‘After Market Operations, Customer Services, Technical Support, Quality Assurance, Auditing, Warranty Claim Management', etc in India, Middle East and Africa in different job positions with reputed companies. Possess technical expertise and hands on experience in managing multi-discipline service centers in National and International level. Demonstrated skills in executing superior after sales operations, establishing market presence as well as increasing profitability and excellent TAT for the services offered. Exceptional skills in development of vendor relationship, liaison with manufacturers on service account management. Versatile Technical Manager trained in the aftermarket service area of Electronics, Telecom, Computer peripherals, Laptops, Mobile phones etc. who thrives in dynamic, challenging and fast-paced professional environments. Assertive and enthusiastic, with extensive knowledge of Customer service and unsurpassed work ethic, Deadline- driven Operations Management professional with over 24 years of experience in Electronics Industry. Cautious and customer-focused leader offering deep understanding of TAT, Customer Satisfaction compliance and reporting requirements.
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Customer Care ManagerIntertec Group W.L.L Jun 2013 - Oct 2013Qatar• 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. -
Service ManagerMustafa Sultan Enterprises Llc Jun 2009 - Mar 2013Sultanate 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.• Collaborated with customers to discuss service needs and offer available solutions.• Managed the recruitment processes for various departments, including reviewing applications, interviewing and selecting talent.• Assessed cost reduction methods and profit growth by analysing finances on weekly, monthly and quarterly basis, implementing changes promptly. -
Customer Service ManagerBenq Nov 2008 - May 2009Dubai, 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).• Claim approval on the submitted warranty repair claims from Authorised BenQ Service Centers.• Tracking of Material return to the Factory from Service Centers.• Monitoring of field failure rate of BenQ products in Middle East & Africa. -
Technical ManagerCellucom Sep 2002 - Nov 2008Dubai, 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.• Applying significant knowledge of industry trends to improve service quality. -
Regional ManagerNokia Care Centre (Supreme Telecommunications Ltd.) Oct 2001 - Sep 2002Cochin, 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 Cochin.• 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.
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Senior Customer Support EngineerHewlett Packard (Focus Computers) May 2000 - Oct 2001Cochin, 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.
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Technician ApprenticeIndian Space Research Organization (Isro) Sep 1998 - Sep 1999Mahendragiri, Tamil Nadu, IndiaApprenticeship 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 the national level test and interview for this project. Achieved grade on completion of Apprenticeship- Excellent• Control room electronics, field instrumentation system implementation and flow chain calibration done on Rocket Engine Test Facility.
M Sunil Babu Education Details
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State Board Of Technical Education, KeralaElectronics And Communication Engg. -
Accel It Academy, Chennai, IndiaComputer Hardware And Networking
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Cochin University Of Science & TechnologyCad/Cam
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Technical High School CherthalaElectronics
Frequently Asked Questions about M Sunil Babu
What is M Sunil Babu's role at the current company?
M Sunil Babu's current role is SERVICE MANAGER.
What schools did M Sunil Babu attend?
M Sunil Babu attended State Board Of Technical Education, Kerala, Accel It Academy, Chennai, India, Cochin University Of Science & Technology, Technical High School Cherthala.
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