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• Collaborate with internal teams, including Purchase, Accounts, Quality, NPI, SCM, and SMT Production Team• Report to Factory Head and participate in regular review meetings with CEO on project progress• Engage in regular meetings with Nokia China/India Team to discuss project progress, risks, red flags, bottlenecks, and mitigation plans• Ensure project timelines and milestones are met. Successfully delivered projects, resulting in 15% reduction in project timelines.

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 Agreements (SLA), Customer Satisfaction (C-SAT)• 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. • Conduct gate meetings and market visits with Team Leaders and FSE to ensure hygiene parameter adherence• Manage team dynamics, hire new talent, and build a strong team to achieve organizational objectives• Ensure adherence to Standard Operating Procedures (SOP) in the field, monitor attendance, and boost productivity.

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• Drove revenue growth through subscription renewals, AMC sales & client retention• Oversaw Customer Care/Contact Centre operations• Collaborated with Developer Team for software improvements.

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.• Conducted physical and virtual audits of all channels, ensuring SOP implementation, NC closure, and zero abnormalities.• Ensured prompt escalation resolution (<24 hours) with effective solutions.• Collaborated with distributors to resolve technical queries and complaints.• Managed additional activities, including device inspections (ONT, POS, JPP, JVT, STB), health certification of employee assets, and biometric (EKYC) repair/replacement management.

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• Resolved escalations using RCA (Root Cause Analysis) and analytical skills• Conducted audits of North region service centers, as instructed by RSM (Regional Service Manager)• Managed spare part planning, buffer stock, and coordination with MWH (Material Warehouse) and other service centers• Oversaw defective spare part (RTV) movement to HO (Head Office).• Responsible for: OW sales revenue growth, Cash depositing to company account, OW Billing report to HO• Handled legal cases and closures with support from NHQ (National Head Quarters) Legal team.• Participated in quarterly meetings with Chennai HO team for performance review and improvement inputs

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• Controlled BER, repeat repair, spare part consumption, and PNA• Managed team performance, deliverables, and quality control• Conducted RCA and submitted technical trackers to Nokia• Implemented IMEI label printing and managed leave/manpower planning• Developed and released internal technical repair bulletins

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• Proficient in using various tools and software, including: APR 5000 BGA Machine, ERSA, Phoenix Service Software, Wintesla• With the help of soldering Iron and Hot Air Gun and fine placement of components with BGA Machine & Hot air Gun.• Familiar with in APR 5000 BGA Machine, ERSA, service software Phoenix, Wintesla, Willtek 3110.

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