Ramesh Hira
Bracknell,Berkshire
Summary
Highly motivated Business Intelligence Manager with an extensive background supporting business functions through detailed analysis, data development and reporting. Skilled in Salesforce admin and low level development.
Experienced Service Delivery manager capable of managing service contracts for service providers and clients. Ensuring KPI tracking and performance alignment to ensure targets are achieved.
Overview
31
31
years of professional experience
Work history
Business Intelligence Manager
Bullitt Group Ltd
Reading, West Berkshire
01.2021 - Current
- Compiling and presenting monthly and quarterly business reviews with aftersales management team and finance (CFO and Finance Planning)
- This included planning and forecasting annual service volumes and costs by product and by region
- Successfully completed a product failure and quality analysis related to factory production and achieved a reimbursement of $4.5M as a result of quality issues directly caused by production
- Pivotal involvement in developing and implementing service process for new service launched (Satellite enabled communication) - this was implement within the service and distribution network and call centre operations globally
- Created formulated tools to support service supply chain with forecast and planning of spares inventory from factory orders and also distribution to the service network
- Maintaining existing and implementing new processes and flows as used by service partners, aftersales management team, call centre support and factory/production teams
- Implemented and maintained global auditing for service partners - self-audits as well as site visit audits plus global performance matrix for service centres
- Salesforce system admin and management for data reporting and analysis
Aftersales Senior Service Account Manager
Bullitt Group Ltd
Reading, West Berkshire
03.2018 - 01.2021
- Vendor Management and support for major distributor accounts in Europe - Commercial claims review and authorisations, handling fees for network channels
- Ensuring regular reviews with respective aftersales teams of the vendors
- Management of the respective authorised service centres locations that support the distributor regions
- Introduction and on-boarding of new service locations as per requirements of the distributor - including contract reviews, SLA agreements and service reporting via systems
- Process development and implementation support for aftersales reporting - from service centre data loading through to internal data reports that were used for KPI analysis, management reports and individual Case reviews
- Data and systems management for service site reporting and vendor claims - designed and supported the implementation of the claims reporting system since service sites were onboarded for direct reporting to Bullitt
- Internal process development and implementation for the Service Management team to aide them with supporting their respective regions and accounts
Process Innovations & Project Manager
07.2017 - 02.2018
- Review and analysis of existing internal and external processes - efficiency, RoI and impact to business, customers and partners
- Implement new processes through project management - liaising with internal/external stake holders and development teams within UK, other European subs and HQ
- Implementation of Global Policies and Procedures for service partners and 3rd party suppliers within UK and abroad
- Project Manage various sized teams from 5 up to 15
- Assign roles and responsibilities according to skills and knowledge
- Regular reviews with EHQ and other European subs to share and develop best practice across processes, systems and KPI's
Service Manager
Samsung Electronics UK LTD
09.2005 - 02.2018
- Mobile Products
- Service management of Samsung authorised service centres for service KPI's, operational processes and customer SLA's
- Regular visits to sites across UK and abroad to manage performance and compliance
- Frequent liaising with CS team based in HQ (South Korea) on service processes and product quality impacting service performance
- Daily, weekly and monthly KPI monitoring at each service site with specific targeted corrective action and performance improvement
- Project managed review of UK service network to balance service volumes and align consistent service delivery across all service centres
- Regular audits of service sites supported with European HQ
- Close operational relationship with colleagues within the department to support warranty claims, spares orders and management, customer services and online content teams
- Supported successful setup and launch of first global branded store and L2 service centre fully owned and managed by Samsung UK
- Service centre supports walk-in customers on customer device setup/education, SW upgrades and L2 HW repairs (incl 90% uptake on OOW repairs)
- Assisting sales division with new products that require localised rework and selecting/allocating relevant service sites for the rework
Head of Product Support
NSH Techlogistics LTD
Coleshill, Warwickshire
01.2001 - 09.2005
- Head of Product Support Specialists covering NPI and R&D for service operations
- Reporting to the technical director it was my teams' duty to investigate and introduce new products from all manufacturers
- Responsibilities included an NPI & R&D phase on behalf of the manufacturer
- Process supervisor - Reworking handsets for localised customisations for UK operators.
Sky In Home Service Senior Technician
Sky In Home Service LTD
01.1999 - 01.2000
- Progressed to senior Sky Technician by December 1999, with duties to train new technician employed by Sky
- Installation of Sky digital systems at customer's homes and small businesses
- Service and repair of installed digital systems, ranging from dish and cable
Technical Training Engineer
Wolverhampton
01.1997 - 01.1999
- Internal and external technical training on existing and new products and training new and existing employees on GSM networks and structures, Service and repair of Computers/ TV's/VCR's
- Computers built to customers' specifications or budgets
- An after sales service provided for computers built by myself
- General repair and maintenance of electrical goods.
Service Engineer and Sales Assistant
Audio Visual Electronics Wolverhampton
01.1993 - 11.1997
- General management of service workshop, dealing with faulty electrical products ranging from home computers and games consoles to televisions and videos
- Sales assistant on shop floor tending to customers and their queries.
Education
HND - Electronic & Electrical Engineering, Engineering
Wulfrun College of F.E Wolverhampton
1994
Valley Park Secondary School
1990
Skills
- Analytical problem solving
- Business analysis
- Business development
- Strategic planning and review
- Technical analysis
- Data collection and analysis
- Forecasting and planning
- Service management
- Budgeting and fiscal reporting
- After-sales support
- Technical Support
- Contract Management
Interests
Interests , Some of my sporting interests include golf, badminton, and weight training. I am also a very keen photographer in my spare time, I have experienced photography shoots for friends and family weddings and birthday parties as well as internal corporate events for Samsung. Photography interests include landscapes, architecture and time lapse.I am a self-confessed gadget freak and love keeping up to date with latest technology and gadgets.Other Information I also undertake a lot of voluntary work, in my spare time. Functions includes setting up and installation P.A./CCTV systems, plus electrical wiring and installations. I actively support events at my son's scouts group and rugby club with their organised activities throughout the year.
Languages
English
Native
Punjabi
Fluent
Timeline
Business Intelligence Manager
Bullitt Group Ltd
01.2021 - Current
Aftersales Senior Service Account Manager
Bullitt Group Ltd
03.2018 - 01.2021
Process Innovations & Project Manager
07.2017 - 02.2018
Service Manager
Samsung Electronics UK LTD
09.2005 - 02.2018
Head of Product Support
NSH Techlogistics LTD
01.2001 - 09.2005
Sky In Home Service Senior Technician
Sky In Home Service LTD
01.1999 - 01.2000
Technical Training Engineer
01.1997 - 01.1999
Service Engineer and Sales Assistant
Audio Visual Electronics Wolverhampton
01.1993 - 11.1997
HND - Electronic & Electrical Engineering, Engineering
Wulfrun College of F.E Wolverhampton
Valley Park Secondary School
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