Sampath Kumar Thiraviam

Experience

• 

  Nokia Solutions and Networks,

  Jul 2000 - Aug 2016

  • Lead up-sell, sales program for the global services sales. • Lead and develop sales certification program for sales managers and customer team. • Lead competence development program for Care Program Managers/Services Sales Managers for Nokia Care service sales.• Manage Services Contracts, building services Contracts and mentoring all the Care Program Managers responsible for delivering services for NOKIA Customers for all countries. • Manage customer service protocols for many different types of issues, such as service contracts, Operational Risk and identify areas of improvement. Show less Prime responsibility includes managing Services Contracts, building services Contracts and mentoring all the Care Program Managers responsible for delivering services for NOKIA Customers for all countries. Assessed customer satisfaction through direct observations, surveys, and employee interviews.Analyzed reports detailing service metrics and redesigned practices to eliminate service bottlenecks and eliminate several common customer concerns.Looked at customer service protocols for many different types of issues, such as service contracts, Operational Risk identification and identified areas of improvement. Show less

  • Business Manager - Global Care Services Contract Management,

    Jan 2009 - Aug 2016

  • Business Manager - Global Care Services Contract Management,

    Jul 2000 - Dec 2008
• 

  Nokia Solutions Networks

  Jan 2006 - Dec 2009

  • Heading Care Services Operations Management for Maxis (Telecommunications Service Provider) Malaysia.Accountabilities Worked with the Malaysia’s leading Telecommunication Operator to assess areas for improvement in customer service.Developed strategies for implementation to increase customer loyalty through proactive surveys, on-line feedback programs and customer engagement program.Demonstrate Care Services values Working Relationship• Customer Operations Director • Customer CTO's – Care Service delivery performance reporting including SLA/KPI monitoring and reporting.• Regional, Area and Local Operations Management, NOC Manager(s) - SLA/KPI performance monitoring, incident reporting and network resource acceptance.• Network Deployment - Operations acceptance to resource Handover.• Care contract Life-Cycle Management - Coordination on the SLA/KPI specific analysis. Show less • Heading CARE Services Operations Management for Indosat (Telecommunications Service Provider), Indonesia• Responsible for operations Efficiency, Cost control, P&L • Achieved 2 M USD savings through operational process development within CAREAccountabilities • Responsible and accountable for care service delivery assurance activities.• Based on the contractual KPI, establish and manage the SLA between our company and our customers.• Prepare operational KPI trend analysis and report operational KPI improvement plans with operations.• Responsible to initiate and follow up approval with the change management process on any network intervention that impacts the operator's service.• Validate performance penalties with the customer together with the contract manager.• Assure that new elements in the network are accepted internally from the Network Implementation Team and deliver Care services.• Follow-up of major incidents and performance deviations and act as the primary escalation point for incident reporting as an added responsibility.• Agree and monitor the preventive maintenance plan for the customers.• Ensure that impacts due to forecasted periodic maintenance is reported and agreed with the customer.• Ensure availability of operational resources and/or procedures for any new service or resource on the network.• Continuously drive for efficiency, improvements and excellence in service delivery.• Track and improve Operational Cost Management and P&L Working Relationship• Customer Operations Director • Customer CTO's • Regional, Area and Local Operations Management, NOC Manager(s) - SLA/KPI performance monitoring, incident reporting and network resource acceptance.• Network Deployment - Operations acceptance to resource Handover.• Care contract Life-Cycle Management - Coordination on the SLA/KPI specific analysis. Show less

  • CARE Program Manager,

    Jan 2008 - Dec 2009

  • CARE Program Manager,

    Jan 2006 - Dec 2007
• 

  Sabi food Industries (S) Pte Ltd

  Apr 2017 - Dec 2024

  Sales Director

  Lead up-sell, sales program for the global services sales. Develop manufacturing plant for productionDevelop customer base at Malaysia• Fostered increase in customer loyalty by implementing interaction improvements.• Grew repeat business and improved customer satisfaction survey results.

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  Sri Murugan Trading Pte Ltd

  Sept 2018 - Dec 2024

  Sales Director
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  Cool Fusion Technology Pte Ltd

  Jun 2024 - now

  Director