Shinu S. Kottaram

PB No. *****,

Doha, Qatar

Mob: 00-974-********

: **-**-974-***-****

e-mail : acth0m@r.postjobfree.com

skype : shinuskottaram

Key Skills

Total Experience - 20 Years

Key skill wise

Customer service/Support &

Service Management - 15 years

Strategy, policy

formulation & Planning - 10 years

Franchisee Management - 9 years

Vendor management - 13 years

Technical support / Training - 18 years

Spares planning &

inventory management - 12 years

Data analytics & MIS - 10 years

Industry wise

Mobiles - 13 years

Office Automation &

presentation equipments - 12 years

Consumer Electronics &

Home Appliances - 5 years

Previous Companies Worked with

LG Electronics - 9 years

HCL Infosystems Ltd - 4 years

Kilburn Office Automation Ltd - 3 years

Customer Support/Service Management,

Strategy, Policy formulation and planning,

Franchisee Management,

Vendor management,

Escalation Management,

Personnel Management,

Performance review and continual improvement,

CRM implementation & Training,

Operations - service,

Service revenue & cost, Budgeting,

Technical training and FQR & EWP (Mobiles),

Monitoring Customer Satisfaction Indices - (NPS,VOC,MOT),

Spares inventory management / logistics,

Data Analytics & MIS reports,

MS office & Presentation skills,

B2B/B2C sale & support,

Project management.

Industry : Mobiles (GSM&CDMA Handset & WLL), Office Automation (Documentation management) products, presentation equipments, Consumer Electronics & Home Appliances, Service Consultancy services

RECOGNITIONS

1.Awarded for best communication skills at Kilburn Reprographics – 2000

2.Awarded for best customer relations at HCL Infosystems Ltd – 2006

3.Five times awarded best functional employee in LG – 2007-2014.

PROFESSIONAL EXPERIENCE (20 years)

Synery Technosolutions & Consultancy Services

Founder & Director.

Started a consultancy firm to guide our clients to constitute, strategize, organize and implement a state of the art service department from strategy to network set up. Floated in June 2015, currently have clients from India and middle east.

Customer service being the differentiator in the current highly competitive market, each and every company has to look seriously on a CS set up which will keep their customers bonded as well as exploring new opportunities. Have a 12 member team with allied partners across the country.

Services offered covering

Service Strategy

Service Portfolio & Catalogue

Policies & Process

CRM

Recruiting

Behavioral Training

Service Network Set -up

Direct or Franchisee module

Technical support

Spares inventory control

Review mechanism

for more details, url : http://shinuskottaram.wix.com/stacsindia

LG Electronics India Pvt, Ltd - 9 years

Branch Service Manager

Branch Service Manager since August 2006 at Cochin handling after sales service operations. From 2006 -2011, Service head for Mobile division for the State of Kerala and there-onwards for their entire product range (CE/HA/AC/IT/Mobile/WP etc). till 2015.

Had a team comprising 4 ASMs, 2 SVC coordinators, 2 Defective return management coordinators, Branch stores team of 6 and Direct SVC centre of 70 manpower.

Job Profile

a.Managing Branch Customer support operations in the state of Kerala having a call load of 30K +. ( 1 Direct SVC centre and 40 Franchisees)

b.Strategic planning and process & policy formulation

c.Franchisee management.

d.Escalation Management.

e.CRM Implementation and Training

f.Planning and set up of SVC franchisees as per market requirements – SVC network expansion.

g.Liasoning with CDs/ Institutional clients/ Direct dealers/retailers.

h.Training of service centres – new products and policies

i.Planning and implementing innovative customer delight activities.

j.Monitoring Service Parameters like pending, RTAT, FRFT etc.

k.Monitoring Customer Satisfaction indices like NPS, VOC etc and promoting MOT.

l.Regular performance review and sharing best practices for continual improvement

m.Service Revenue – AMC etc

n.Budgeting and Cost Management.

o.Inventory - spares logistics and Reverse logistics

p.MIS related reports – HO communication, Audits, presentation skills.

HCL Infosystems Ltd - 4 years

Territory Manager

Territory Manager for their Office Automation division (TOSHIBA & INFOCUS being the leading brands for documentation management and presentation aids respectively) at Gandhinagar ( State Capital of Gujarat) covering 5 districts of Gujarat and 2 districts of South Rajasthan with a team of Six engineers having entire business (Service and sales) responsibility for 4 years from Sept. 2002 to August 2006.

Job Profile

a.Managing customer support operations of the territory pertaining to MFDs, Presentations Aids and AV Integration.

b.Total business responsibility including sales and service revenue.

c.Project Management - AV Integration

d.Demo and presentation to corporate clients facilitating sale.

e.Service Revenue management like AMC, consumables and spares sale

f.Monitoring spare parts dealers

g.Monitoring service parameters and customer satisfaction indices

h.Conducting customer meets and surveys.

i.1st level service support to Nokia Mobiles

Kilburn Office Automation Ltd. - 3 Years

Branch Service -in - charge

Service in Charge for entire Gujarat for their after sales Service Operations from Jan. 2001 to Sept. 2002. Joined as Service Engineer in Sep 1999. KOAL- a Williamson Magor group Company was a pioneer in Printing and documentation management solution in India having tie up with Kyocera Mita Corpn, Japan.

Job Profile

j.Managing customer support operations of the Branch - MFDs.

k.Manage own BRC and developing repair techniques locally.

l.Demo and presentation to corporate clients facilitating sale.

m.Service Revenue management like AMC, consumables and spares sale

n.Monitoring service parameters and customer satisfaction indices

Rajpipla SSS (NGO), Gujarat - 3 years

Technical Administrator from Dec 1996 to August 1999 for a foreign funded project.

Age & Date of Birth : 42 ; 04-04-1973

EDUCATION

Academic & Professional

1.Diploma in Electronics Engineering (Kerala State Tech. Edn Board) – 1995

2.BBA - Madras University - 1998. (Course Completed)

Certifications : ITIL (F ) v5.1 - (Axelos, 2015)

Language Proficiency

(Read, write and Speak) : English, Hindi, Malayalam, Gujarati

(Read, write) : Arabic

All the details furnished above are true to the best of my knowledge and I am ready to produce the relevant documents whenever it is asked to do so during the process time.

(Sd/-)

Doha (Shinu S. Kottaram)

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