Sunil Ramnauth Email & Phone Number

United States

✯ Provided strategic leadership in shaping call center and field service policies, optimizing service delivery, and driving initiatives that enhance value for ITVs internal and external stakeholders. Led and developed Service Operations and service teams while developing and implementing service CRM software (Salesforce) to ensure exceptional customer service and operational efficiency. Oversaw call center and Field Service candidate selection, training, development, and performance management. Maintained high customer satisfaction to assist the sales team, profitability, inventory, and payroll goals. Notably, collaborated with national and international engineering teams to develop and enhance ITV product line field performance, reliability, and life cycle costs. This collaboration extended to working closely with national and international cross-functional teams (marketing, IT, accounting, quality control) to drive continuous improvement initiatives. Developed and executed a national organization-wide strategic plan aligned with company objectives, including a KPI reporting system to monitor performance and identify areas or locations requiring improvement, efficiency gains, cost reduction, and enhanced service quality.

United States

✯ Accelerated service transformation activities with the implementation of new tools, such as service software, and the utilization of data analytics tools and techniques. Created, developed, and implemented KPIs and SOPs, which improved daily service operations to achieve monthly, quarterly, and annual Field Service financial and performance targets. Created, negotiated, and implemented ASC agreements to drive operating discipline and collaboration with field service leaders. Assisted with the management of company's product life cycle stages. Finally, introduced a new parts inventory and logistics system designed to enhance parts sourcing and delivery operations from three distribution centers within the United States.

Tampa/St. Petersburg, Florida Area

✯ Managed all aspects of continuous maintenance for LG equipment. Secured long-term client relationships by utilizing collaboration, persuasion, and creativity, which resulted in over 90% Net Promoter Score (NPS), year over year. Also, recognized for exceptional customer service and ranking 1st for meeting and exceeding all Key Performance Indicators (KPIs) within the United States for FY18. Finally, collaborated, coach, and mentor new technicians throughout new business development activities and technology implementation.

Tampa/St. Petersburg, Florida Area

✯ Directed the development and implementation of an innovative service business model. Focused on enhancing internal process improvements, operational effectiveness, and continuous business growth throughout 200 plus retail store locations and service centers. This includes managing the service team, reviewing and analyzing P&L statements, creating an innovative parts inventory system, and part refurbishing program. Utilized creativity and collaboration with cross-functional teams to develop a product repair tracking website to ensure quality customer service and boost product sales. Additionally, coordinated service level agreements with many external vendors, manufacturers, distributors which conducting cost savings analysis.

Tampa/St. Petersburg, Florida Area

✯ Enhanced productivity by quickly adapting to customer's requirements, ensuring timely communications, and exceeding KPIs. Also, utilized sound business acumen to train and mentor cross-functional field service technicians, while promoting leadership throughout inventory accountability and client services.

Tampa/St. Petersburg, Florida Area

✯ Tasked with managing the repair processes for a diverse range of products involving voice, video, and data equipment. Coordinated recruitment, hiring, and training for employees, guiding product repair solutions while integrating operational management to ensure continuous client satisfaction.

Tampa/St. Petersburg, Florida Area

✯ Developed innovative training programs for new associates, coaching, and mentoring staff with the focus on providing high-quality customer support to the public. Successfully repaired Nextel wireless products while managing processes in support of operational business goals.

Bachelor Of Science (B.S.), Computer And Information Systems

Major Concentration: Web Development & Database Administration

Associate Of Science, Electronic And Computer Engineering Technology

Electronics and Engineering Technology