Published on: Mar 3, 2016
Transcripts - Nandakumar_original
Nandakumar B.E., M.B.A., (CFTe)
Mobile No. 00971-50- 4533586 Nationality: Indian,
SeniorLevel Assignment: Telecom/IT Products after Sales Operations /Care Channel/Reverse Logistics/RMA Program/
Sector: Telecom/IT/Logistics& Distribution/Mobile devices
A competent, dynamic and result oriented Telecom & Management Professional with over 23 years of
broad - based experience in managing the after sales support operation for telecom/IT products, RMA
Program management and Reverse Logistics management for leading mobile brands Apple, Samsung,
Sony Mobile, HTC, Huawei, Blackberry, Motorola, Nokia, Siemens mobile and Sagem.
Over 4 years of proven experience in managing the sales distribution of Apple and other brand mobile
phones to Key Retailers spread across GCC Countries.
Experienced in managing the GSM Projects – Roll out of GSM Base stations & Transmission Networks
(Mircowave, Fibre & Copper).
Proventrack record inmanagingafter salesbusinessorganizationwith P&Lresponsibility and extensive
vendormanagementskillsincludingselection, negotiation, performance and relationship management.
Expertise indevelopingKeyRetailersandIRchannelsascollection point network in UAE, KSA and Kuwait
to extend the reach of service coverage.
Proven leadership and management abilities emphasizing Cohesive teams and delivering outstanding
operational performance and results.
Expertise indeveloping& streamliningsystems withprovenabilitytoenhance operational effectiveness
and meet operational goals within the cost, time & quality parameters. Experience in conceptualizing
profitable production projects and managing operations encompassing quality and industrial relations.
►Care channel development andmanagement
►Logistics&Distribution of Mobile phones
Bachelor of Engineering– Electronics&CommunicationEngineering –Coimbatore Institute of Technology–
Post Graduate Diplomain OperationManagement
Master of Business Administration- OperationManagement
AREAS OF EXPERTISE
Service OperationManagement– Managed the service operationas anindependentProfitcentre for
MobilityandIT Products. Provenability inimprovingoperationalefficiencythroughinnovationand
Distribution & Supply Chain - Established the strategy, roadmap, and implemented a globally
includingprocurement,transportation,warehousinganddistributionof productsacrossGCC and North
Project and OperationsManagement– Manage the projectfromconceptual stage to full projectroll
out till handingovertocustomerinline withguidelinessetupbyProjectmanagementinstitute.
Strategy DevelopmentandImplementation – Providingstrategicdirection,leadershipand
transitioningthe businessline fromthe projectmode toanongoingsteadystate operationsmode.
Collaborate withthe CEOandBoard of Directorsto define the organization’svisionanddetermine
strategiesforachievingthisvision.Leadingthe developmentandimplementationof the overall
strategicplanthat guidesthe directionof the business.Developedstrategyresultinginthe creationof
a newindustryvertical forthe companycurrentlyunderoperation.Builtrelationshipswithkeyplayers
to promote the industryvertical andachieve the revenuetargets.
Leadership skills- Successfully built and managed high performing and geographically dispersed teams
within complex international setups. Consistently recognized for improving performance through
coachingand development. Ability to attract, hire, develop and retain the best international teams, set
cleardirection,and ensure that plans are implemented; while continually moving the group to perform
better. Managed cross-functional and geographically dispersed teams.
Strong analysis,planning,organizational andconsensusbuildingabilitieswitheffective problemresolution,
negotiation,andrelationshipmanagementskillsthatproduce verifiable results.
PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
Period Location Organization Career Path Major Accomplishment
Nov 2012 to
Dubai, UAE Koohiji Distribution
Managing the customer care and logistics
operationof the groupfor the distribution
and aftersales support for mobile phones
in local market and for international
Manage the customs bonded warehouse
Manage the spare parts operation
Manage the P&L for the operation
Jan’ 2006 to
Dubai , UAE Technocare LLC Divisional
Managed after sales support operation as
an independentprofitcentre forSamsung,
HTC, Motorola, Sony Mobile & Blackberry
Managed P&L account for the operation
quality & customer satisfaction.
June 2002 to
Kuwait Technocare Mobile
Build & Operate customer care center for
Roll out RMA program across the country
activating 350+ collection points
Achieved a revenue of AED 1 Million from
service operation on first two years of
May 2000 to
Bharti Mobinet Ltd
(Airtel) – Mobile
Project leader to roll out Chennai Airtel
GSM network expansion
Rolled out more than 100 base station
sites and transmission network with
June 1997 to
Established customer care & repair centre
for Ericsson Mobile phones
Managed the PABX business
Roll out Fiber Optic cable project for PDO
& telecom operator Oman Mobile
June 1995 –
Dubai, UAE Utmost Electronics Technical
Lead engineer to provide critical support
for PABX systems
Played key role in pre sales support for
major tender with operator
June 1992 –
HCL Limited –
Independently handled the support
operation in one of the region
Contributed about Rs. 10 Million in terms
of service revenue
Details of Job Responsibilities
Technocare LLC – Jan 2006 till date
Job title: Director – Customer Care and Logistics Operation – Technocare LLC – a leading
independent service organization for IT & Mobility products in Dubai
Job Responsibilities: Customer Care Operation
As Head of Service Operation managing the customer care and logistics operations of the
business with profit and loss accountability with a revenue target of over AED 15 Million and
dealing with key vendor accounts like Apple, Samsung, HTC, Blackberry, Sony Mobile, Huawei,
Motorola and Siemens.
Manage a repairvolume of more than 180,000 repairs per annum covering all levels of repairs in
mobile phones/Laptop products
Collection Point Network Management – Develop the network of Key Retailers and dealers
activating 350+ drop off points to expand customer reachability and delivery of services.
Develop Service Partner Network across Middle East & African countries appointing service
partners in each country and manage them with Training, Process and procedures, technical
support, service delivery and warranty claims.
Drive the operational efficiency who delivered 2 – 5% continuous improvement in cost savings
through process improvements and training and coaching.
Develop, implement and manage Reverse logistics program for Sony Mobile, HTC, Blackberry
covering Middle & African countries for swap unit distribution and reverse management.
Develop and implement strategic business objectives to ensure consistent achievement of
profitability and cost reduction goals and high level of client satisfaction
Establish well defined goals, SMART objectives to create highly motivated operational team
Job Responsibilities: Logistics Operation
As head of Group Logistics operation, manage a team of 22 member logistics team handling
forward and reverse movements of shipments across worldwide, spare parts procurement,
inventory control and managing the non moving parts.
Provide seasonedexpertise forOrder Managementwith right forecastingtechniques, managing
and controllinginventory inorderto maintain inventory to meet defined customer delivery SLA
and withinacceptable limitsforthe Middle East Region in line with the corporate objectives and
Procurement Management - Set strategies, procurement processes and procedures.
Distribution Management – Provide cost economical solutions for local distribution to retailers
and other dealers with best routing techniques.
Logistics Management – Set up Middle East distribution hub based in Dubai for leading mobile
vendors Sony, HTC & Flash logistics to address critical parts logistics management covering the
ASCs’ located in Middle East and African countries.
Plan,developandimplement BestBusinessPracticesandtrendingTechnological solutionsforthe
Logisticsoperationsthatimprovesoverall efficiencyinthe systembringing great operational cost
Negotiate with 3 PL Service Providers, Freight forwarders and clearing agents to bring down the
cost of freight operation on continuous basis.
Managed over 250000 repairs per annum covering upto Level 4 repairs in mobile phones
achieving the defined Vendor SLA.
Set up regional distribution hub based in Dubai for Sony mobile and built a web based systems
and process to manage swap inventory with necessary controls in the regional countries that
saved about 2 Million Euro per annum to Sony Mobile Communications.
Setup regional warehousehubforFlashLogisticstomanage the critical parts storage and delivery
to local customers for vendors like F5, Palo Alto, Polycom and Sonus Networks etc
Set up and managed the customs bonded warehouse implementing the systems, process and
procedure incompliance withDubai Customsauthoritiesandhandled more than 1000 shipments
per annum that saved about AED 2 Million to Group on annualized basis
Implemented Regression based forecasting techniques that reduced the dead inventory and at
the same time helped to meet the customer delivery TAT.
Implementedbestandcosteconomical routingmethodologyfor local distribution that brought a
savings of AED 500,000 on annualized basis to the company.
Developedandimplementedbest forecasting technique for spare parts order management that
reduced dead inventories and saved about AED 1 Million dirhams to the company
Technocare Mobile Solutions - Kuwait - Jun 2002 to Jan 2006
Job Title: Country Manager
Set up the Service operation for the company in Kuwait to support after sales support activities
for Siemens mobile
Develop the service network in the country to reach the service offerings to end users covering
the entire country
Recruit, train and induct the staff to support the service operation
Work withthe operatorsforthe type approval of eachmodel toensure the productspecifications
in line with Operator compatibilities
Manage the service operation with profit & loss accountability
Turnaroundthe companyon the firstyear of operationtopost profitfromthe operation with ROI
Developed the brand visibility and service offerings reach by developing service collection
networks covering the entire dealers and key retailers in Kuwait
Enhanced the sales percentage with service support deliveries
Developed and managed a team of about 20 people in all departments
BHARTI MOBINET LIMITED – AIRTEL-Chennai January 2001-May 2002
A Leading PAN India based mobile phone operator covering 14 states and 4 metro cities in India, with
more than 2,000 employees.
Job Title: Project Manager – Reporting to General Manager- Radio Network
Job Responsibilities: Headingandmanaginga teamof 10 engineers inmaintainingand expanding GSM
network infrastructure with 300 plus Base stations.
Successfully Executed Two Project Expansions – BTS Roll out, Transmission Roll out well before
the scheduleddate,andhadbeenselected for Airtel Gem Award for excellent job performance.
Co-ordinatedwithEricssonandNokiaSuppliersfortimelyandeffective execution of the project.
Co-ordinated with the suppliers and contractors for installation of GSM towers and other site
Provided solution to problems of interference, coverage criteria considering the elevations,
Memberof a Teamheadedfor Quality ImprovementProcessManagement- a Conceptby Philips
Memberof a Teaminvolvedinidentifyingcustomerrequirementswithrespecttoradiosignal and
Coordinating with the GSM contractors to provide assistance and ensuring that they work in
accordance with their contract terms and stipulations.
Carried out Training sessions to ensure quality improvement for effective functioning of the
ZUBAIR TELECOMMUNICATION AND SERVICES-Muscat June 1997-December 2000
A TelecommunicationOrganizationof ZubairGroupof Companiesdealsin executing telecom projects for
local PTT and for Ericsson Telecommunication
Service Centre Supervisor – Reported to General Manager and managed the team of 5 members for the
management of service centre for Ericsson Mobile phones and provide installation and maintenance
support for PABX Business
UTMOST ELECTRONICS TRADING June 1995 – June 1997
Projectsand TelecommunicationDivisionofBahwan Group Company,Muscat with businessinterestsin
executing Telecommunication projects along with marketing and servicing of Office Communication
Communication Engineer – Reported to Senior Manager
Responsible forexecutingtelecommunication projects for local Telecom Company and managed
the business of LG Electronics PABX products.
HCL CORPORATION LTD – Communication Division August 1992 – June 1995
Ratedas No: 1 TelecommunicationCompanyinIndia,dealinginoffice communicationproductswith
employeestrengthof more than1500
Customer Support Engineer – Reported to Regional Customer Support Manager
Started my career and responsible for maintaining Office Communication Equipments and Customer
Proficientinthe use of:MS-Office - (Word/Excel/Access/PowerPoint) /Emailing&Internet