Summary
Overview
Work history
Education
Skills
Certification
Additional Information
Recognition's
Languages
Timeline
Shinoj Babu

Shinoj Babu

Dubai,UAE

Summary

Dynamic Management Professional with over 15 years of experience in Managing Service Operations, Service Business Development, and Customer Relationship Management. Significant Service Delivery experience in IT and Telecom, Consumer Durables , Home Appliances, and Hand-Held Devices.

Overview

19
19
years of professional experience
1
1
Certification

Work history

Assistant Service Operation Manager

Jumbo Electronics Company Ltd
Dubai, UAE
01.2018 - Current
  • Service Business Development & Customer Relationship Management
  • Manage KPI, TAT, and Productivity
  • Strategic tie-up with online service aggregates and building new business opportunities
  • Service reporting and sponsoring service delivery meetings and claim evaluation process
  • Principal / Brand service and claim management
  • Managing customer escalations and ensuring meeting service expectations
  • Monitor and manage the AR and AP for various partners
  • Implementation of new systems and process management
  • Monitor and manage the NPS and Customer VOC
  • Managing MSL and service stock inventory
  • Monitor and manage the Service Quality
  • Handing the supervisory team and monitoring and conducting the performance reviews
  • Monitor and manage the daily Productivity
  • Monitor and manage the service registration and customer care
  • Manage the revenue targets
  • Managing Vendors and Suppliers
  • Customer care Team management
  • Digitization and process , KPI, and SLA implementations



Service Officer

Jumbo Electronics Co Ltd
Dubai
01.2010 - 01.2018
  • Experience in handling the warranty and out warranty Service supervision for IT and Telecom
  • Building a strong relationship with the customer, Incident/request, and escalation management
  • Customer satisfaction and customer management, Service reporting and sponsoring service delivery meetings and claim evaluation process
  • Technical Training, Project and implementation of new strategy in service division, Supervise and monitor operation with business partners
  • Analysis of repair data and maintain core repair KPI's , Long Term Pending, Turnaround Time
  • Review pending repair status on a daily basis and actions on pending units
  • Dealer Visit on a weekly basis to analyze and resolve service-related issues and develop the new business
  • Successful service delivery including SLA achievement in cooperation with principles
  • Experience in JDE Edwards, CRM, and ASP System
  • Maintaining KPI, Operation management, supply chain & service Operation procedure implementations, Customer service, and Service quality management


Service and Sales incharge

Nortech Infonet Pvt Ltd
Calicut, India
01.2005 - 01.2010

Education

MBA - International Business

Skills

    Service Operation Management

    Service Delivery Management

    Client Relationship Management

    KPI, TAT, and Productivity Management

    Project Implementations and Process Management

    Contract Management

    Budget and Revenue Management

    Service Desk and Field Support Management

    Brand Management

    Vendors and Supplier Management

    Spare and inventory management

    Issue Resolution and Team Collaboration

    Performance Reporting

    Microsoft Dynamic 365

    Pricing and Negotiations

    NPS, Customer VOC, and Escalation Management

    Delivery and installation support management
    Collection and Delivery,Last Mail solutions management


Certification


Sony,Samsung,Lenovo,Huawei,Acer,MSI,HP,Oneplus,Oppo,Lava,Nokia,Techno,ZTE,Hisense,Electrolux,Exceed,Ibrit.Changhong,Supra,Hisense,Haier,Barco,Bose,Axis,Dyson,Data Logic, and Laurastar.

Additional Information

Jumbo Service Point (JSP) implementation over 12 Jumbo Retail outlets and Process Management.

NOON renewed repair Project implementation and Service Operation Management (Refurbishment Support).Amazon Distributed service project implementations,Service Delivery Management, and Installation Support.

Huawei Service center Project implementation and Service Operation Management.

Lulu Home appliance Delivery and installation Project and Management.

Carrefour in-store repair Center Project implementation and Service Operation Management.

Part of the Lenovo smartphone project and implementation handled the inventory control and part of Planning.

Experience in managing inventory and planning the Jumbo buffer stock With Wistron and JABIL.


Microsoft Dynamic 365 Service CRM implementation and management (Finops and CRM) for Jumbo Service Operation.

Integration and Process support with CASA (Carrefour Service Management System) and Jumbo D365 CRM.

Integration and Process support with FarEye (Jumbo Last mile management System) and Jumbo D365 CRM.

Oracle CX service CRM implementation for Jumbo Serve -2018

Lenovo Apollo system implementations( 2012-2013 )and it is the first Lenovo CRM system in theUAE region.

Key role in the Lenovo Jade Dragon System Implementations and Day to day-to-day operations

Key role in the Lenovo TASKBASE System Implementations and Day to day-to-day operations

Recognition's

Best Employee CEO Award

Jumbo Hero Award

Languages

English
Fluent
Hindi
Fluent
Tamil
Fluent
Malayalam
Native

Timeline

Assistant Service Operation Manager - Jumbo Electronics Company Ltd
01.2018 - Current
Service Officer - Jumbo Electronics Co Ltd
01.2010 - 01.2018
Service and Sales incharge - Nortech Infonet Pvt Ltd
01.2005 - 01.2010
- MBA, International Business

Similar Profiles

Create profile
Shinoj Babu