Customer Service Manager

Key Skills

Profile Summary

Customer Service Delivery

Supply Chain Management

Business Analysis

Backend Operations

CRM Administration

Procurement

Strategic Planning

Process Improvement

Team Building & Leadership

Soft Skills

Leadership:

Effective and accountable in high-profile executive roles: Overcoming complex business challenges and making high-stakes decisions using experience-backed judgment, strong work ethics and irreproachable integrity Conceive & Execute strategies – drive corporate growth, profitability and value: Implementing and enforcing financial accountabilities, controls, process and systems

Respect and leverage human capital – motivate, mentor and lead talented professionals: Live the culture and lead by example. Direct productive cross-functional teams using interactive and motivational leadership that spurs people to willingly give 100% effort and loyalty Functional:

Proven excellence in recommending improvements to functionality, creating and delivering quality services

Expertise in assessing effectiveness of existing CRM processes, analysing database reports and submitting recommendations

Capabilities in achieving customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality & customer-service standards

Exposure of sustaining the existing network & managing the supply chain and ensuring timely distribution

IT Skills

MS Office & Windows

Education

Post Graduate Diploma in Computer Applications and Software from Micro Compu-Data Systems, India in 1989

B.Com. from Kerala University, India in 1987

Career Timeline

SIBICHEN E. THOMAS

TOP NOTCH PROFESSIONAL

Supply Chain Management Customer Service Operations Procurement Logistics Operations Warehousing & Distribution Analysis and Support Board-level Presentation Data Mining Reports and Strategies Short term and Medium term goal set Tracking progress

Offering nearly 24 years of experience in formulating strategies to enhance client satisfaction with hands-on experience in Salesforce CRM Administration Location Preference: Delhi/ NCR/ Middle East and Europe **********@*****.***/ **************@*****.*** +91-807******* Communicator

Motivational Leader

Strategic Thinker

Collaborative

Team Player

Innovative

Training/ Presentation

2001-2013

1996-2001

1993-1996

2013-2015

2015-2017

Work Experience

Jun’15-Jun’17 with SETRA (Saudi Electronic Trading Company), Riyadh, Saudi Arabia as Customer Service Manager Key Result Areas:

Managed a team of 70+ personnel in Procurement, Logistics, Warehouse, Customer Service, Demand Planning and Salesforce CRM; Dotted line reporting of 13 branch store keepers all over KSA Acted as the Country Lead for Salesforce; successfully implemented Salesforce CRM modules; directed & controlled business requirements pertaining to Salesforce

Ensured access of Salesforce was as per the hierarchy Collaborated & worked with Corporate Management, Material Planning, Procurement and Logistics Departments Analysed business, prepared various reports & dashboards and presented the same to Senior Management Strategized long-term business directions of the functions to ensure maximum profitability in line with organizational objectives

Supported the management in the analysis of sales, marketing and corporate control Created procedure & workflow to facilitate structured support in all areas & issues Reviewed various dashboards and reports generated for the sales personnel and management Developed acquisition, retention and growth strategies for the client’s comprehensive CRM program Improved customer service quality results by studying, evaluating & re-designing processes Administered Logistics Operations across the region for consistent performance and resolved logistics challenges with speed

& accuracy

Highlights:

Augmented revenue by 22% and market share by 13% through the implementation of Wiring Accessories Campaigns- sales and service strategies

Amplified customer base by 30% through maintaining effective relationships, loyalty discounts and advance notice prior to price changes & booking, reward programs and customer satisfaction surveys Provided extremely useful strategic inputs including Master data, pivot tables, charts, etc. using Excel models and uploaded to Salesforce Dashboards; these were later recognized and appreciated by the management Participated in policy designing for short-term and long-term strategies, Sales Campaign, discounts & CRM processes May'13-Jun'15 with Abunayyan Electric Corp., Riyadh, Saudi Arabia as Customer Care Centre Manager Highlights:

Led & managed a direct team of 6 Customer Care Officers and 14 indirect Sales Assistants to provide the support for internal and external customers of AEC

Worked closely with National Sales Management, Material Planning, Purchasing and Logistics Staff; extended leadership & support to the Service Centre Staff of a highly integrated service delivery center for speedy customer order fulfilment Collaborated with all internal departments in Supply Chain, Finance, Sales & Marketing for speedy customer order fulfilment Administered the operational requirements in the areas of resource planning, reporting, process improvement, recruitment, training, fiscal management, relationships & liaison Tracked the customer claims & sales returns and prepared reports Successfully achieved targets & KPIs

Jul'01-May'13 with Schneider Electric, Riyadh, Saudi Arabia as Marketing Support Manager Growth Path:

Jul'01-Dec'08 Section Manager- CBTM (Channel and Business Tools Management) Jan'11-May'13 Marketing Support Manager

Highlights:

As Marketing Support Manager

Led a direct team of 8 Business Tools Administrators and 12 Regional Administrators to process & follow the Channel Management and Customer Relationship Management tools and control the prices & extra discount to customers/partners of Schneider Electric as part of marketing support functions Managed country extra discount process, credit note management & customer claim management Worked closely with Corporate Team to monitor & implement various deployment global tools for Saudi Arabia Acted as the Entity Lead for CRM tool by Salesforce.com and directed the team of Order Process Officers Achieved the KPI targets and trained the team as per requirements & global guidelines As Section Manager- CBTM

Worked as the Country Lead for the Salesforce.com, Customer Relationship Management Tool; played a key role in implementing the tool in more than 60 countries

Created reports & dashboards reflecting opportunity trends & forecasts; presented the same in Country Management Board Meetings

Deployed new modules and trained 300+ users

Conducted price analysis and updated SAP & other business tools with latest price and its validity Administered price management and regular publication of KSA public pricelist Actively participated in campaigns, workshops and seminars Previous Experience

Oct'96-Jun'01 with Royal Saudi Air Force Head Quarter, Riyadh, delegated by Hughes Aircraft System Intl. (Raytheon) USA, through Pannesma as Sr. Contracts Administrator

Availed service from USAF as per the FMS contract; generated reports and filing of communications between the organization Growth Path:

Sep’1996 Contracts Administrator

Aug’1997 Sr. Contracts Administrator

May'93-May'96 with US Air Force Logistic Support Group (LSG) Riyadh, facility through SSOC Co. Ltd. as Planner & Maintenance Scheduler

Planned and scheduled the routine maintenance (PMS) of 500 vehicles and Logistics equipment with general supervision of maintenance facility; provided weekly/monthly reports to the higher management Trainings

Successfully attended & completed the following trainings: o Training on Inter-personal and Management from Schneider Electric e-University o Training on ISO 14001, ISO 9001-2008 and OHSAS A8001:2007 conducted by BVQI in 2010 and qualified as Internal Auditor

o Trained and qualified in First Aid/CPR conducted by Saudi Red Crescent Society in 2009 o Participated in Fire and Safety Training conducted in accordance with US Air Force Awareness Program o Training for SAP for Sales and Marketing Module

o Various in-house trainings to develop software skills in professional domains o Different MBA level courses through Cross Knowledge, an External Agency (www.crossknowledge.net) which provides their services to world famous multinational companies. Studied over 90 modules in Personal Skill Development and managerial topics/courses

o SAP Training on Sales Distribution and Supply Chain o Numerous trainings by Schneider Electric, AEC on Sales, Marketing, Safety, HSE, Quality Auditing, CRM Salesforce & so on

Acted as Train The Trainer Lead for Saudi Arabia on Business Tools Personal Details

Date of Birth: 17th February 1967

Languages Known: English, Hindi, Urdu, Tamil, Malayalam & Arabic Present Address: SC/71, Sophia Apartments, Abhay Khand 4, Indirapuram, Ghaziabad- 201010, UP Address: Elampurayidathil Pathanam Thitta Dt.- 686510, Kerala, India Nationality: Indian

Marital Status: Married

No. of Dependents: 4

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