Surender Kumar Email & Phone Number

Noida, Uttar Pradesh, India

• Program Manager, Nokia Telecom Projects, Dixon Technologies
• Manage Nokia Telecom Product Manufacturing projects, focusing on products in the design phase
• Develop local scope materials according to customer requirements
• Create detailed project plans to track progress and monitor milestones
• Foster relationships with ODM (Nokia), Airtel, and relevant stakeholders
• Perform risk management to minimize potential risks

Delhi, India

• Deputy Manager, QR Soundbox Service
• Oversee after-sales service operations for QR Sound box products
• Lead a team of 6 Team Leaders and 125 Field Service Executives (FSE) to achieve service goals
• Control and monitor service deliverables, including: Turnaround Time (TAT), Merchant retention, Sales escalation, Open ticket pendency, Loan merchant priority ticket handling, Customer escalations, Service Level.
• Monitor field team activities, track KPI achievements, and conduct regular performance reviews of Team Leaders and FSE
• Optimize inventory management by monitoring and adjusting stock levels in real-time, ensuring effective utilization of stock with active and inactive Field Service Executives.

Noida, Uttar Pradesh, India

• Manager, Customer Service Operations (Cam Attendance Machine)KENT Cam TechnologiesOversaw end-to-end customer service operations across PAN India, driving excellence in service delivery
• Led a diverse team of Technical Support Executives, Field Service Technicians, and Inside Sales Executives, fostering collaboration and growth.
• Oversee and manage my team's provision of expert technical support for device (hardware) and portal-related client inquiries, ensuring timely resolutions and excellent customer satisfaction.
• Controlled service deliverables (TAT, Repeat Tickets, Open Tickets)
• Managed B2B client relationships & improved on-boarding processes
• Handled escalations & ensured customer satisfaction

Delhi NCR

• Deputy Manager, Customer Service (After-Sales-Service Mobility & Device Care)Reliance JIO
• Oversaw device after-sales service operations as Area Service Manager for West & North Delhi, ensuring service excellence and accountability for service center performance.
• Led a team of 40 engineers across 12 JIO centers, driving technical support and customer service enhancement through guidelines, SOPs, and product training.
• Successfully launched device after-sales service across 42 JIO stores, ensuring seamless service operations.
• Controlled and optimized service deliverables, including: TAT (all speed KPIs), Repeat Repair, CPR, Productivity, Escalations, Abnormalities, SO Cancellation, C-SAT Score, Happy Calling, Inventory and IQC
• Drove revenue growth through recharge renewal calling, winback (MNP), easy link recharge, postpaid outstanding collection, and Jio associates onboarding.

India

• Manager, Huawei Exclusive Centers (North India)Flextronics
• Led operations and performance of Huawei Exclusive Service Centers in North Region, ensuring KRA alignment, identifying and correcting non-compliance findings, and drive service excellence
• Conducted comprehensive audits, identified areas for improvement, and implemented process enhancements to boost center performance, TAT, service quality, and productivity
• Ensured 100% SOP compliance, addressed internal customer escalations, and maintained high service standards, resulting in improved customer satisfaction
• Managed administrative tasks, cash handling, inventory management, and coordinated with HQ Finance to ensure seamless operations
• Conducted regular site visits to review compliance, identify areas for improvement, drive service excellence, and foster a culture of continuous improvement

Delhi, India

• Executive Program Management (Centre Manager)TVS-Electronics
• Worked with TVS-Electronics as an Executive - Program management on the Job role of Centre Manager.
• Spearheaded HTC service operations, leading a team of 19 and driving service excellence in:
• TAT (Turnaround Time), Repeat repair reduction, Zero escalation, Revenue growth (OW), Quality improvement, Customer satisfaction (C-Sat),Cost reduction (Centre Expenses)
• Implemented new training modules and service advisories to enhance team capabilities
• Provided technical support and solutions to engineers on critical faults

Delhi, India

• Technical Team LeadService City India Ltd. (Nokia Repair Factory)
• Led a team of 25 engineers in L4 level Nokia mobile phone repair production.
• Provided technical support and training on: L3/L4 troubleshooting, New model introduction, Tool handling (BGA Machine, CRO, Spectrum analyzer).
• Conducted Root Cause Analysis (RCA) of hardware failures in new models and submitted technical trackers to Nokia
• Implemented IMEI label printing for all Nokia phones using Zebra ZM-200
• Managed leave and manpower planning for the cluster

Delhi, India

• L3 Service Engineer | Customer Associate EngineerHCL Infosystem Ltd.
• Worked as an L3 Mobile Repair Engineer for Nokia, responsible for repairing all Nokia mobile phones within TAT with zero QC fails
• Handled customer-facing responsibilities as needed
• Troubleshot GSM/CDMA mobile phones using schematic diagrams at the L3 level
• Analyzed problems, located faults, tested, and troubleshot issues
• Demonstrated expertise in: Fine soldering using Soldering Iron and Hot Air Gun, Component placement using BGA Machine and Hot Air Gun

Master Of Business Administration (Mba), Marketing/Marketing Management, General, A

Diploma, Electronics Engineering, A

Two years Diploma done in Electronic Engineering from IASE.

Bachelor Of Commerce (B.Com.), Commerce

Distance from Delhi university

Diploma, Electronics Engineering, A

Two Years course in Electronic Engineering from ITI Nizamuddin in the year 2005 with 80% marks