Mohan Kumar

Experience

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  Sony Electronics

  Apr 2004 - Feb 2008

  Service Engineer

  Accountabilities: Monitoring product demonstration and installation of Sony Entertainment Products. Handling the sales activities of primary and secondary sales. Rendering technical support to all Sony products. Furnishing the training of all Sony Products to the team. Overseeing the servicing of TFT Monitors, Sony Laptops – Vaio, etc.Highlights: Recognised as the first person to service Vaio after launching the product in Bangalore.

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  Nokia

  Feb 2008 - Nov 2014

  Accountabilities: Managing services, related to Mobiles Managing Nokia Care Centers across Kerala & Rest of Tamil Nadu. To Plan and implement Service network penetration & monitoring the Service Deliverables. Appointment of Authorized Service Centers. Managing Repair Activity, as per defined SLAs, at Nokia Care Center’s (1 Hr TAT, Premium service TAT, Repair transfer ,Bounce Rate, Delivery TAT, Waiting time , etc.) Driving service partners for achieving key KPI parameters set. Conducting trainings on new models launched. Rendering technical support to all Nokia products. Nokia Care as Revenue function .Driving Secondary sales Nokia Genuine accessories /Device sales. Nokia Care protect -Extended warranty sales /Music Voucher sales /Mobile Applications. Warranty Cost & Performance management of Care Partners Market visit with Sales team ,Retailers , Distributors Highlights: Recognized as best person in managing service partners. Achievements of Secondary sales Nokia accessories, Nokia extended warranty 100% growth. Nokia Excellence award for service execution. Show less Since Feb’08: Nokia-India Pvt. Ltd., Bangalore Regional Customer Care Officer – Customer service Accountabilities: Addressing customer escalations, legal cases of Regional Operations Team. Ascertaining action on customer escalations and ensuring closure through Field Team. Taking day to day action on legal / consumer court cases. Handling the necessary paper work / follow up as specified by the current legal processes. Attending customer calls on phone / walk in / sms / email / web / careline. Monitoring stocks and defective stocks management. Making happy calls on case closures and weekly calls to RDS / Key Dealers. Acting as SPOC for regional survey forms – fulfillment and collection. To conduct training for the new product launch and information sharing with respect to technical bulletin To monitor the Feedback of all the handset launched newly in the Indian market and update to concern team members. To do Audit for the Nokia Care centers across South. Involved in trade Engagement with all the Dealers, RDS, Operators and Nokia priority dealer. The issue of trade satisfaction was sorted out through engaging trade and care center’s through visits, meetings, conducting zero pending weeks at market and conducting free service camps which was appreciated which nobody thought of it Reduced the cost of repair per handset at care center’s by making system more stringent and closing all loopholes of increasing the cost Successfully handled soft skills, technical and software & services training to care staff personnel’s Driving sales of Nokia accessories at care centers across south region. Driving sales of Nokia Care Protect at care centers across south region. Driving sales of Software & Services activations at care centers across south region. Show less

  • Repair Operations Manager - Service Operations

    Jun 2011 - Nov 2014

  • Regional Customer Care officer - Customer Service

    Feb 2008 - Jun 2011
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  Micromax Informatics Ltd

  Feb 2015 - Aug 2015

  Territory Service Manager – Service Operations

  Accountabilities:• Managing services, related to Mobile Phones • Managing micromax Service Centers across Costal Karnataka • To Plan and implement Service network penetration & monitoring the Service Deliverables.• Appointment of Authorized Service Centers.• Managing Repair Activity, as per defined SLAs, micromax service Center’s (Same day closure TAT, 7 day closure TAT, Repair transfer ,Bounce Rate, Customer Delivery TAT, MI – Warranty Credit Limit , etc.)• Driving service partners for achieving key KPI parameters set.• Warranty Cost & Performance management of Care Partners• Market visit with Sales team ,Retailers , Distributors• Sales of handsets , Accessories , Spares to service partners Via micromax internal portals Show less

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  RELIANCE JIO INFOCOMM UK LIMITED

  Aug 2015 - Jun 2018

  Area Service Manager – Service Operations

  • Building up of 17 Jio centers with proper infrastructure, manpower, training to support repair of Jio products. • Launching of repair services of all Jio products at all reliance retail stores.

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  Digicare Services

  Jun 2018 - Dec 2020

  Regional Service manager [South] – Service Operations

  • Service center expansion of Xiaomi, Samsung brands count increased from 7 to 30 across south region resulted in call volume increase from 4k to 12k.• New client addition One Plus mobile brand we setup 24 walk-in service centers across the nation this resulted in revenue of 5 Cr business per month. • New Unique project launches for Amazon key account like Unified delivery same day installation at customer place for Home appliances, Mobile phones resulted in delighted customer experience. • Launched Onsite mobile repairs at customer place for One Plus brand one of the unique services in the industry.• New Client addition in onsite services like Amazon, One Plus, HP, StanleyBlack&Decker, Schneider, and Harman. • Overall addition of new clients resulted in revenue of 3 Cr for the region Show less

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  RV Solutions Pvt. Ltd.

  Jan 2021 - Nov 2021

  Regional Service manager [South] – Service Operations Mobile Phones, Consumer Durables & IT Products

  • Service center expansion of realme brand count increased from 18 to 30 across south region resulted in call volume increase from 7k to 10k.Other mobile brands call volume increase from 4k to 8k.• New clients added for Walk-in services mobile brands like Lenovo, Energizer, Infocus, Alcatel, and accessories brands like Boat, Noise, Ambrane, Syska ,Lapcare• New clients added for onsite Installation, demo & breakdown services related to CE products –Amazon basics – AC, Washing Machine, TV, Refrigerator, Microwave oven. Managing on filed mobile inspections for Amazon of various brands, IT products, IOT Products, Candes Fans, TV Installations Xtream-media, UG India /Wowi, Dylect, Arika.• Out of warranty collection improved from 1.2 Cr to 2.6 Cr per month. • Overall Service center repair TAT improved from 10 Days to 7 Days for all brands. Show less

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  Cover Genius

  Nov 2021 - Jul 2022

  Commercial Operations Manager (Insurance)- India & SEA

  • • Building up of repair partners in India, Singapore, Vietnam and other SE Asian countries for Electronic gadgets, Furniture, Home Appliances.• India: Onboarded 3 national strategic repair partners .Furniture onsite repairs being a unique in the service industry.• Vietnam: Onboarded 4 national strategic repair partners .One partner being very unique operating on Software as Service platform for call management• Developing plans and workflow strategies for the Commercial Operations team resulted in getting 20% commission on every claims settled successfully. • Developing and launching new operational capabilities to support insurance and warranty products.• Maintain and monitor key performance indicators to drive operational efficiency and optimal allocation of resources as resulted in improvement of NPS scores to 65%. Show less