Electrolux Group

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.

- Achieved 88% CSAT and less than 2% Abandon rate with new call centre team. (Involvement in solution development, CRM, team hiring, and talent development)
- Owned and achieved Exceptional warranty cost savings of 1.29% for 2023.
- Achieved 77% Fill rate for new spare hub in UAE in less than 6 months of operation.
- Used data-driven insights to create Action Plans that enhanced the quality of after-sales services and boosted customer retention rates to 45% Net promoter Score in 2023.
- Exhibited strong budget planning skills in managing and allocating funds for various after-sales services, ensuring optimal use of resources.
- Led a team to achieve key business objectives through targeted Development Of Employees initiatives.
- Planned and executed project deliverables while maintaining strict adherence to business requirements of the CSAT target of 80%.

Head of after sales services

Key Achievements: Developed 18 Major service partners' service capabilities in the MENA region for Electrolux, AEG, Zanussi, and Frigidaire brands by offering extensive technical training programs.

- Achieved the lowest Warranty cost, 0.28%, through training progress and timely technical support
- Increased 28% Satisfaction in yearly surveys from service partners in the after-sales service category, securing customer needs
- 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
- Performed 18 Sessions of onsite field training to ensure the movement reached a significant market, visiting GCC and African countries with 120 Senior tech participants.

Regional training and technical support manager

LG Electronics

Key Achievements: Successfully implemented GCC countries call centre in Dubai involvement solution design, CRM implementation, hiring an 18-member 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 for successfully leading a team, including two country managers (Pakistan and Georgia) and five direct reports. (overall team performance – Job rotation)
- Oversaw the continual improvement of service processes, enhancing efficiency 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 standardizing 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 in a service manager capacity.

Customer Service Manager

Key Achievements: Drive for results, achieved 10K Service technicians' skills capability visibilities by implementing technical core competency test methods. Increased level 2 category technicians by evaluating and offering tailor-made technical training.

- Designed four layer-based tech and soft skills assessment processes to evaluate training programs and professional development courses to facilitate meeting organisational goals and individual professional needs for people skills.
- Led a team to improve customer relationships in the after-sales sector, improving retention rates.
- Developed 28 new courses to fill the service team's tech and soft skills gap.
- Formed a digital team with three new roles (content development, Curriculum design and subject matter experts) and catered to regular training needs with a continuous improvement mindset.
- Implemented a Digital training platform for a regular learning culture.
- As part of senior management, I implemented innovative after-sales service initiatives that increased sales and customer loyalty.
- 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.

Regional Technical Training Manager

Key Achievements:  Developed master trainer concept in the distributor market to overcome challenges related to training expenses.

- Developed master trainer concept in the distributor market to overcome challenges related to training expenses.
- Specialize in Home Entertainment product technical training for call centre agents and senior technicians who service brand customers.
- Support the Distributor in developing an expert service team that meets customer expectations.
- Managed implementing new customer service strategies, leveraging solid communication skills to ensure a seamless transition and improved efficiency.
- Urgently developed new protocols for after-sales services 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, leading to improved operational efficiency.

Regional Senior Technical Trainer

Key Achievements:  Designed the Return Material Authorization process and policy to overcome product return challenges.

- Product Quality management, testing, IQC, and field support.
- New Product Technical support Tools and training, Service information update, and sharing with the technician and call center agent.
- Exhibited a strong ability to prioritize 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 risks and impact on the environment.

Senior Technical Support Engineer

Customer-focused Regional Service and Operations Leader with over 17 years of experience transforming after-sales service and operations in the Middle East and Africa consumer electronics industry. I specialise in driving customer satisfaction, optimising operational efficiency, and increasing revenue through innovative service strategies and cross-functional collaboration.

My expertise includes:

My expertise has led to significant improvements in customer satisfaction (CSAT 88%) and Net Promoter Scores (NPS 66%). By implementing proactive escalation management and customer-centric service models, I have enhanced the overall customer experience.
Driving revenue growth, including a 15% increase in spare parts sales and reducing warranty claims by 20% through targeted sales strategies and quality feedback loops.
My leadership skills have been demonstrated in building high-performing teams and upskilling over 10,000 technicians. These customised training programs have successfully aligned service delivery with efficiency and quality standards, instilling confidence in my ability to lead and develop large teams.
My ability to streamline processes and drive operational efficiency is evident in the operational improvements I've implemented. These include a 20% reduction in RTAT, a 15% cut in repair times, and the centralisation of inventory management for enhanced spare parts availability, demonstrating my commitment to operational excellence.
My commitment to sustainability is evident in my work. I have integrated circular economy principles and resource optimization into service operations, advocating for responsible business practices.
I am passionate about delivering excellence in customer experience and operations. My ability to lead diverse teams, adapt to dynamic business environments, and implement innovative strategies has consistently enhanced brand loyalty and operational success.

With a strong foundation in business administration (MBA, MIT Pune), technical expertise, and certifications in Circular Economy and Learning & Development (CIPD Level 5), I am committed to driving impactful results and fostering long-term growth.

Let’s connect to explore opportunities to collaborate and create meaningful change in service and operations management!

Jakir shaikh

Atos

Solution Delivery Manager 

1. Lead a dedicated team of 20 IT professionals focused on delivering high-quality projects and services to a major multinational client. Boosted a substantially profitable annual revenue of €2.5 million. 

2. Oversee profit and loss (P&L) management of business operations, steering the development and execution of the overall business strategy. Pioneered a 22% improvement in SLA and a remarkable 90% boost in KPI performance over two years by mentoring and coaching a team of 10 Service Management professionals

3. Slashed processing time by 50% and enhancing accuracy by 15%, driving improved financial 
outcomes by streamlining the monthly billing with automated Configuration Management processes

4. Accountable for Delivery aspects including:
4.1. Billing
4.2. Change management
4.4. Configuration
4.4. Incident resolution
4.5. Performance tracking
4.6. Problem management
4.7. Proposal generation
4.8. Reporting
4.9. Resource allocation for demands and project management

5. Identify enhancing profitability, improving productivity, quality enhancements, and automation opportunities.

6. Foster a collaborative environment that motivates team members to achieve exceptional results.

Project And Process Delivery Leader

During my role as a Lean consultant I have led Projects and been collaborating with accounts within Atos which include 

1.	a major German automobile company, yearly savings of €231K,

2.	a French major car manufacturing company, Yearly savings of €371K

3.	a Middle East telecom major. Yearly savings of €302K

4.	a project on subcontractor optimization in UK region resulted in yearly saving of £426K.

Each of these projects entailed 

1.	selecting the right fit of leans tools and techniques, Identifying bottlenecks and removing waste in the systems

2.	imbibing lean, agile and automation mindset

3.	Systematic and data driven problem solving approach

Lean Consultant

1.	Responsible for the deliveries in multiple Cross capabilities business Services for a Finnish telecom major account.

2.	Carried out detailed planning and scheduling and coordinating with internal & external partners to ensure execution of Services and Project as per the defined Service Level Agreements for customer

3.	Lead and Managed the cross cultural, virtual teams in solving customer problems

4.	Led customer interactions, managed customer expectations and ensured their satisfaction in the Business Service 

5.	Managed third party vendors including those responsible for Infrastructure

Business Service Delivery Manager

1.	Responsible for deliveries in two major internet facing Java applications for a Finnish telecom major account

Service Manager

Nokia Siemens Networks

1.	This role was more of engaging between customers and the technical teams. Created Solution design and Concepts for Customer Extranet platform

2.	Tracked project progress in terms of cost, time over runs and quality compliance and proactively identifying and rectifying problems to ensure adherence to delivery time-lines

3.	Responsible for undertaking the tasks pertaining to development/management of different Application Modules as per client/ stake holders’ requirement using various Technologies

Concept Developer

Fidelity International

1.	Was in Individual development role, more hands on. Responsible for understanding & analysis of client requirement. 

2.	Requirement gathering, Designed Solution, Unit testing and defect fixing; Coordination with testing department for preparation of test cases required for testing the modules of  Treasury application which was based in Visual C++, Sybase. Also supported Code Of Ethics Application in Active Server Pages and Visual Basic.

Senior Analyst Programmer

Fidelity

1.	Started my technical career with developing reports in Crystal Reports and writing Stored procedures in Java on DB2 on a migration project for Mutual funds transactions. Performance was a key constraint 

2.	Moved to being a developer on a VC++ and Sybase Application which catered to the CRM needs of the defined benefits customers in Europe. End user experience was a key constraint

Analyst Programmer

“An honest and trustworthy merchant will be raised with the Prophets, the truthful, and the martyrs.” — Prophet Muhammad

I come from Supaul, a small town in Bihar, and have lived in cities like Bokaro Steel City, Ghaziabad, Gurugram, Delhi, and Pune. With no specific city to call home, I identify as a Global Indian, like many from the Indian middle class.

I began my career which has spanned 20 years as a software programmer at Fidelity Investments, where I built a strong foundation in technology. From there, I transitioned to Concept Development at Nokia, which sparked my passion for innovation. Over time, I evolved into roles in Service Delivery, Project Management, and Lean Consultancy at Atos, where I honed my ability to lead teams and drive transformation.

My interests include reading books on abstract concepts, problem-solving, communication, spirituality, and IT delivery. I also enjoy long walks and following cricket, with a special fondness for KKR.

While my academic background is in Economics, my career in IT has allowed me to dive into data, analyzing trends and uncovering insights. I value data for its objectivity, but I recognize that stories are what people bring to the table — a dynamic I manage daily in IT delivery, balancing interactions with teams and customers to make business processes smoother.

IT delivery has taught me how to thrive in high-pressure environments. I specialize in improving productivity, enhancing profitability, raising quality standards, and implementing automation. I believe in the power of teamwork, where one plus one can truly equal eleven.

IT delivery gives an opportunity to me to become a merchant of honesty and trust. 

Thank you for visiting my profile! I’d be grateful to connect, exchange ideas, and learn together. We become what we think and act upon.

Feel free to reach out at nasar.abu@gmail.com — I’d love to collaborate!

Disclaimer: Opinions are my own.

taplio

The Battle

Jakir shaikh

Mohammad Abu Nasar

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