Sr. Manager - Projects & Services
CONSOLIDATED GULF CO WLL
Total years of experience :21 years, 7 Months
Key Result Areas
Key Result Areas
• Program Management, heading the Project Division of CGC that includes Safety & Security projects in the field of ELV and CAMS
• Active role of PMO head, spearheading activities involving working out various requirements & monitoring overall project operations for ensuring timely completion
• Coordinating projects for the set up standards with accountability for strategic utilization & deployment of available resources to achieve organizational objectives
• Monitoring the activity at sites and review of project schedule, ensuring cost control within budget, planning for cash flow requirements, etc.
• Providing immediate service support to the clients for resolving their issues and complaints in compliance with preset guidelines and rules
• Ensuring high customer satisfaction, achieving outcome leading to achieving parts target and service revenue
• Ascertaining continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels
• Allocating equipment, managing breakdown, scheduling and planning of maintenance and coordination with the other service departments
Highlights
• Fore-fronted the PMO SME Division of CGC.
• Dexterously executed ELV and CAMS nationwide Projects in line with MoI Standards and delivered 200+ projects successfully as well as directed and organized analysis and reviews of SLAs and OLAs
• Instrumental in managing multiple sites, clients and support staff teams
• Distinctively developed all the service centers into profit centers and performed on the basis of international class service standards & devised a platform to increase the revenue generation from the operations
• Essayed a stellar role in analyzing statistics to determine the level of customer service the organization providing, assigning targets to each domain and setting strict controls over the cost of service by constantly reviewing the procedures
• Holds the distinction of formulating and maintaining adequate procedures( SOPs) and policies to efficiently deliver the basic and high end service parallel to global/vendor standards and procedures
• Ascertained that all the tasks were done based on agreed flow charts, procedures, all concerned personnel used CRM, so as to provide a consistently high level of quality and also offered solutions to enhance existing processes for better results
• Significantly involved in forecasting to fulfill the market demand and overseeing the management of stocks/inventories to reduce the obsolescence and ensure the optimum fill rate
• Excellent track record in bringing in the Projects & service management SW into the domain, which brought efficiency and control over revenue and project management
• Demonstrated success & proven track record in POSSESSING valuable insights on Business plans, strategic nationalization plans, corporate KPIs, balance score cards and integrated management system
• Judiciously developed and improved the KPIs e.g. Productivity, , turnaround time, Bounces, revenue etc.
• Meticulously formulated and managed SLAs, corresponded with principals, on the issues relating to quality of products, after sales service contracts, spare parts supply and technical trainings
Major Projects Handled
• CAMS (Centralized Alarm Monitoring System) nationwide project on behalf of MoI, Qatar & Civil Defense. Fire Alarm system installation & Migration of the buildings of Qatar.
• The CCTV system monitoring Projects in line to the MoI regulations in Qatar.
• Various projects of integrated nature valued up to 25 Mn QAR( SME) . Total Value of projects in the portfolio handled exceeds 200 Mn .
Key Result Areas
• Manage the overall operations of regional Board Repair Center (BRC) & define the repair handling procedures. Ensure the service center is capable of handling all kind of repairs up till board level.
• Manage service Operation KPIs and Warranty Financial Performance; Service Control and Support for 24 Countries over Middle East & Africa.
• Provide Technical support for setting up up L-1/ L-2 service infrastructure across Middle East, Far East, and Africa
• Steered efforts in managing a Repair Factory and its satellite service centers across the region.
• Quality Monitoring Center (QMC) Management. Analyze various Service trends using the raw repair data from the region - Failure rate, Defect rate, Service Levels, Lead time, BER, Average cost of Repairs, Bounce rate, Parts consumption, Repair Quality, Repair TAT, and Customer Satisfaction Index etc.
• Manage the resources and ensure enough certified personnel (based on skills matrix) are available at all times. Spare parts ordering, consumption and inventories. Leading the team of technicians within the region.
• Web Support and updates - Service Bulletins, Software updates and Customer emails.
• Ensure commitments to partners are fulfilled with respect to the escalations on various service issues. Identify the training requirements within the region. Conduct periodical audits on the services; Implement and follow up on the action plans to enhance the quality of service.
• Conduct technology trainings for LG partners over Middle East and African Region; Call center Support and training. Ensure staffs readiness to address technical support calls.
• As a QC engineer, component level repairing & Testing Nokia Mobile phones.
• Troubleshoot and analyze fault through radio testers, C.R.O’s, Spectrum analyzers and BGA machines.
• Ensure all the repaired/ refurbished mobiles are passed for all the test parameters.
• Experienced of ISO9001: 2000 Quality Management System.
• Identify the training requirements & implementation of safety rules through ESD safe work methods.
PMP - Project management Professional
Qulaity Management System ISO 9001:2000
Bachelor of Technology: - Electronics & Communication Engineering. ~ (98 ~02) University of Pondicherry, India
