Head of After-sales
Electrolux Home Appliance General Trading LLC
Total years of experience :17 years, 1 Months
Project: Design, develop and implement after-sales service consumer experience journey. Critical Role - Team formation, ERP implementation, call centre, service centre, spare hub setup. Key Achievements: We achieved five Tons of monthly waste collection by successfully designing and implementing a circular economy model in the consumer experience journey, which brings an additional revenue stream to the service business.
• Planned and executed project deliverables while strictly adhering to the CSAT targets business requirements of 88% yet managed the quality of service by managing a 2% abandoned rate.
• Achieved a 66% net promotor score by designing end-to-end product delivery and installation processes, training, and implementation.
• Achieved 1.25% Warranty cost by Directing negotiations for service contracts and warranties as part of the after-sales process, securing favourable terms for the company and customers by demonstrating business writing skills without compromising the quality of service and consumer demand, which led to achieving 45% Net promotor score for after-sales services.
• Exhibited strong budget planning skills in managing and allocating funds for various after-sales services, ensuring optimal use of resources.
Cla ssi fie d as Int ern al
• Led a focused team to achieve key business objectives through targeted Development Of employee initiatives.
• Strengthened relationships with suppliers via efective Vendor Negotiation, leading to improved terms that positively impacted the overall after-sales process.
Project: Designed, developed, and implemented service skill capabilities in the MENCA Distribution market to reduce overall warranty costs without compromising consumer satisfaction. Critical Role - Assess technical and soft skills, design and develop courses, and form the content development and delivery team. Key Achievements: Developed 18 Major service partners service capabilities in the MENA region for Electrolux, AEG, Zanussi, and Frigidaire brands by ofering extensive technical training programs.
• Achieved the lowest Warranty cost, 0.28%, due to targeted training progress and timely technical support. Increased 28% Satisfaction in yearly surveys from service partners in the after-sales service category.
• Performed 18 Sessions of onsite field training to ensure the movement reached a significant market. I visited GCC and African countries to deliver face-to-face sessions to 120 senior techs.
• Developed and executed a comprehensive business strategy to streamline after sales service operations and boost overall performance. Successfully managed the application of continuous improvement principles to enhance the overall performance of the after-sales department.
• Designed and developed product quality Escalation management to priorities critical field cases.
Project: Design, develop and implement a Call center and service center in Pakistan. Critical Role - Team formation, ERP implementation, call center, service center (Third party) setup.
Project: Design, develop and implement a Call center and service center in Georgia. (Armenia) Critical Role - Team formation, ERP implementation, call center, service center, spare hub setup.
Project: Designed, developed, and implemented GCC countries call center in Dubai, UAE. Critical Role - Team formation, ERP implementation, call center, service center, spare hub setup.
Key Achievements: Successfully implemented GCC, Georgia, and Pakistan countries call center involvement solution design, CRM implementation, hiring 30 members team and training them to achieve 66% CSAT In the first year.
• Overseas the service Operation management, Distributor relation, service quality, product quality, and technician support system to control warranty cost within 1.35%.
• Rewarded with the Year of Best Manager award by successfully Leading a Team, including two country managers (Pakistan and Georgia) and five direct reports. (overall team performance - Job rotation)
• Oversaw the business reviews to continually improve service processes, enhancing eficiency and productivity within the department. Implemented new strategies that significantly improved the financial performance of the after-sales services division, resulting in an annual growth rate of over 20% in Spare and accessories sales.
• Achieved Operational Excellence in after-sales services by standardising procedures and reducing response time by 15% to get products repaired.
• Exhibited strong leadership skills by mentoring and developing a high-performing after-sales service team that exceeded company targets
• Applied exceptional motivating techniques to foster a positive work environment and boost employee morale, driving significant improvement in overall after-sales service quality and improving Net promoter score from 40% to 52%
• Played a crucial role in Supporting the Management by providing insightful data analysis to inform decision-making about after-sales services
• Project management is used to design and develop processes and policies by cross functional alignment
• Archived a 7% reduction in returned product material by Implementing Return product, material authorisation process,
Key Achievements: Drive for results achieved 10K Service technicians skills capability visibilities by implementing technical core competency test methods Increase level 2 category technician by evaluating and ofering tailor-made technical training.
• Gather business requirements and business needs and design four layer-based tech and soft Skill assessment processes to evaluate training programs and professional development to facilitate meeting organisational goals and individual professional needs for people skills.
• Developed 28 new courses to fill the service teams tech and soft skills gap.
• Form a digital team with three new roles (content development, Curriculum design and subject matter experts) and cater to regular training needs with a continuous improvement mindset.
• Implemented a Digital training platform for a regular learning culture.
Cla ssi
• As part of senior management, implemented innovative after-sales service initiatives, Used my influential abilities to foster strong relationships with key clients, boosting repeat business by 30%.
• Maintained high credibility with a track record of exceptional management of after sales services. Strategically shaped the Organisational Culture of the after-sales services team to foster growth, innovation, and improved communication.
• Efectively coordinated with the Leadership Team to streamline after-sales processes, improving overall client satisfaction
Key Achievements: Developed master trainer concept in the distributor market to overcome training expenses challenges.
• Specialize in Home Entertainment product technical training to call centre agents and senior technicians to service brand customers.
• Support the Distributor in developing an expert service team that meets customer expectations.
• Managed the implementation of new customer service strategies, leveraging a solid communication ability to ensure a seamless transition and improved eficiency.
• Developed new protocols for after-sales services with urgency to meet increasing customer demands.
• Oversaw improving operational processes, enhancing the performance and profitability of after-sales services.
• Ensured accountabilities for all after-sales activities, including product returns, refunds, and service inquiries, improving operational eficiency.
Project: Designed the Return Material Authorization process and policy to overcome Middle East and Africa market product return challenges. Critical Role - Process and policy development, implementation. Key Achievements: 28% Reduction in return in one year.
• Product Quality management, testing, IQC, and field support
• New Product Technical support Tools & Training, Service information update & sharing with the technician and call center agent
• Exhibited strong ability to priorities workload, resulting in timely resolution of customer issues in the after-sales services sector
• Implemented Safety and Environmental standards in after-sales service operations, significantly reducing workplace incidents.
Master's Degree, Human Resources Management At MIT education, Pune, INDIA Location: Pune, India Completion Date: December 2014 Grade: 80 out of 100 MBA in Human resource management
Bachelor's Degree, Electronics engineering At Lorenz University 2009 Location: Dubai, United Arab Emirates Completion Date: January 2009 Grade: 3.19 out of 4 B sc in Electronics