PAUL SOLOMON
Service Center Manager at Comtel General Trading LLC- Claim this Profile
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ENGLISH Full professional proficiency
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HINDI Native or bilingual proficiency
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TAMIL Limited working proficiency
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TELUGU Limited working proficiency
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Arabic Elementary proficiency
Topline Score
Bio
Credentials
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ISO 9001/2000 and ISM 27001/2005 Internal Auditor
MUSA Software Engineering Pvt LtdNov, 2007- Nov, 2024 -
Competency certificate for Industrial training program on Electronics
Nettur Technical Training FoundationAug, 2001- Nov, 2024 -
Commemorative function on " come home to history"
Department of youth affairs, sports and cultureMar, 2001- Nov, 2024 -
National Cadet Corps Senior wing "B"
Ministry of Defence of IndiaMar, 2001- Nov, 2024 -
Rotary Youth Leadership Award
Rotary InternationalFeb, 2001- Nov, 2024 -
National Integration Camp
National Cadet Corps DirectorateFeb, 2000- Nov, 2024
Experience
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Comtel General Trading LLC
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United Arab Emirates
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Telecommunications
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1 - 100 Employee
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Service Center Manager
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Jan 2017 - Present
Nature of Business: Distributes and Retails worlds renowned Mobile phone brands Department: After Sales Service Reporting to: Managing Director Responsibilities: - Improve customer service experience, create engaged customers and facilitate organic growth - Take ownership of customers issues and follow problems through to resolution - Set a clear mission and deploy strategies focused towards that mission - Develop service procedures, policies and standards - Analyze statistics and compile accurate reports - Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment - Keep ahead of industry’s developments and apply best practices to areas of improvement - Control resources and utilize assets to achieve qualitative and quantitative targets - Adhere to and manage the approved budget - Maintain an orderly workflow according to priorities - Develop existing service partners and proactive in service network expansion - Accurate control on claims and payments inflow and outflow - Strategic planning on new business developments Show less
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Nazih Group
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United Arab Emirates
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Cosmetics
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400 - 500 Employee
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Service & Maintenance Manager
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Dec 2015 - Dec 2016
Nature of Business : Manufactures, Distributes, Retails and Services a portfolio of worlds renowned Beauty brands Department : Service & Maintenance Reporting to : Business Development Director Responsibilities: Overall responsibility of setting direction for customer service function and related policies, processes and systems to support organization achieving its business goals. Direct the preparation of short term and long range plans and budgets for Service Division based on broad corporate goals and growth objectives. Establish operating policies consistent with the management policies and objectives and ensure implementation. Develop and implement procedures and controls to contribute cost reduction and improved service levels. Manage the day-to-day activities of the technicians and team performance. Evaluate results of overall operations regularly and systematically. Oversee the management of spare parts, ensure regular inventory and replenishment. Ensure that all organizational activities and operations are carried out in compliance with local regulations and laws. Identify skill gaps of the service team and ensure training needs are addressed. Ensure compliance by all service staffs to the company general policies, procedures and quality management system. Ensure responsibilities, authorities and accountabilities are defined for the service team. Show less
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Eros Group
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United Arab Emirates
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Appliances, Electrical, and Electronics Manufacturing
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500 - 600 Employee
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Deputy Manager
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May 2012 - Sep 2015
Nature of Business : Distributes, Retails and Services a portfolio of worlds renowned brands Department : Customer Service Reporting to : Sr. Dy. General Manager (HOD) Responsibilities: - Manage and provide directions, guidance to the division in line with the achievement of the division's key results area (KRA) and key performance indicators (KPI). - Manage the day-to-day activities of the technicians; ensure compliance to the policies and procedures of the division and the service level agreement (SLA) with the principals. - Oversee the management of the spare parts, ensure regular inventory and replenishment. - Supervise the management of customers; address/resolve complaints and feedback raised by the customer service coordinators. - Oversee the management of the service centers ensuring compliance to the company's objectives, processes and procedures. - Management of team's health and safety; ensuring adherence to the statutory health and safety regulations. - Ensure that the division meets its legal responsibilities towards its clients and principals. - Recommend improvement on processes and that turnaround time be met accordingly. - Perform process audits as per the International Standard of Organization. - Manage team performance. - Ensure Department's compliance to International Organization for Standardization, Company's Code of Conduct, and Department's Standard Operating Procedure. Show less
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Samsung Electronics
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South Korea
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Computers and Electronics Manufacturing
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700 & Above Employee
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Area Service Manager
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Mar 2010 - Apr 2012
Nature of Business : Manufacturing, Distribution and Service of Consumer goods Department : After Sales Support Reporting to : Branch Service Manager Responsibilities: - Customer satisfaction in the given area along with other service deliverable. - Manpower planning and training to suit market expansion. - In line with management target and KPI. - Resolution to escalations / consumer forum / legal case etc. - Sales team co-ordination and end-to-end support to channel partners. - Monitor and improve Customer / Dealer satisfaction. - Network planning and correction. - Monthly ASC audit and Support. - Returns management. - Warranty cost control. Show less
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ELICO Ltd
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India
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Appliances, Electrical, and Electronics Manufacturing
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100 - 200 Employee
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Assistant Manager
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Mar 2007 - Feb 2008
Nature of business : Manufacturer, distributor, and service provider for Analytical Instruments Department : Customer Service Reporting to : HOD (Deputy General Manager) Responsibilities: - Planning, scheduling and coordinating demonstrations and servicing tour. - Complaints Analysis and initiating corrective & preventive action - Coordination with production / R&D for technical support (Technical Queries, Tours and Demos). - Planning training schedules for Branch engineers and customers at HO. - Monitoring demonstrations and service activity at HO. - ISO 9001 and 27001 internal auditing. Show less
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JoshTech Services Pvt Ltd (joshtech.com)
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Gurgaon, India
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Senior Service Engineer
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Aug 2001 - Sep 2005
Nature of Business : OEM support in repairing high-end electronics circuit boards Department : Operations Reporting to : Project Manager Responsibilities: - Client support by fault analysis and diagnosis of PCB's in telephone exchange switching systems (SIEMENS, ALCATEL, ERRICSON, LUCENT, NEC and HYUNDAI CDMA BTS system) - Lead a team in repair of CDMA mobile set at L4 level. - Data report analysis and procedural documentation. - Interacting with customers for AMC and payment processing. - Developing and maintaining good customer relationships with corporate as well as govt firms. Show less
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Education
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2015 - 2017
The Strategy Academy
Master of Business Administration (M.B.A.), Business Administration, Management and Operations -
1998 - 2001
Board of Technical Education
Engineer’s Degree, Electrical, Electronics and Communications Engineering -
1997 - 1998
Model Senior Secondary School
XII Standard, Science
Community
