1. 1 | P a g e Rés um é of Ninan Thom as
R É S U M É
Ninan Thomas
4 South Lake Drive
SOUTH LAKE WA 6164
M: 0061403 544 355
E: ninankthomas@yahoo.com
Career Objective
Having achieved a high level of competency as an accomplished Service professional, I am actively pursuing a
challenging new career opportunity as a Senior Service Operations Manager where I can utilise my qualifications and
extensive expertise acquired across various competitive industries. Leading by example and achieving exceptional
results aligned with strategic direction, I have demonstrated a high level of proficiency in Technical Service and
Maintenance Management. Confident I would make a positive contribution to your organisation, I embrace the
opportunity to strategically lead my teams to achieve the expected results.
Tertiary Qualifications
1985 - 1989 Bachelor Tech in Electrical & Electronics Engineering
Kerala University
Professional Development
2014 CARE, Vita Group Limited
2014 Serve Forward, Dick Smith Electronics
2009 Moments of Truth, Dick Smith Electronics
2008 Six Sigma, Preliminary
1996 Self-managed Work Groups (SMWG), Xerox India
1993 Leadership Through Quality (KAIZEN), Xerox India
Demonstrated Skills & Abilities
 Service and Maintenance Management
 Complaint Resolution Process Management
 Major Account Service Strategist
 Running Service as a Business
 Sales and Bottom Line Improvement Strategist
 Service Contract Management
 Spare Parts Management
 Team building and succession planning
 Performance management
 Training -Technical and service skills
 Reward & Recognition Schemes
Computer Skills
 Microsoft Word, Excel, PowerPoint & Outlook
 SAP, Sales Module
 Email and internet proficient
 Fast and accurate keyboard skills
Employment History

2. 2 | P a g e Rés um é of Ninan Thom as
Apr 2014 - Dec 2014 VITA GROUP PVT LTD | www.vitagroup.com.au
Vita Place, 77 Hudson Road, Albion NSW 4010
Business Manager - Telstra Fremantle
Organisational Profile:
 Vita Group is a provider of communications, consumer electronics and information technology products and services ,
and a leading channel partner to Telstra and Apple in the Australian market. Vita Group operates in the retail channel
under the Telstra, Fone Zone, Next Byte and One Zero brands and in the business segment under the Telstra
Business and Vita Enterprise Solutions brands.
Key Duties:
 Responsible for the telecom sales and service operations in Fremantle and to maximise the profit from the store by
constant and efficient training and coaching the team members using the CARE tools and ensuring that the team
members maximise opportunities and ensure each and every customer is treated with care and respect.
 Profitability - To ensure we overachieve on Gross Profit budgets
 Customer satisfaction - Ensure the customers have a great and delightful experience in our store which will be
measured by the NPS score on a daily basis.
 Coaching - To keep the team motivated and satisfied by providing consistent feedback and coaching to improve
behaviours, thus ensuring that they are equipped to handle the demands of the business successfully in a mutually
rewarding manner.
 Cash Handling and day end and day start cash reconciliation
 Occupational Safety - To ensure that the store is safe for the employees and customers by ensuring proper routine
maintenance of systems and reporting and actioning of possible hazards and ensuring resolutions.
 Collection, recording and management of customer data and transactions in the Telstra Data Management systems
Achievements:
 Customer satisfaction-In my short stint in my role I have been able to lead my team to the No 3 position nationally
from where it was (91st) in a span of less than 6 months.
 The NPS improved steadily from 30% in April to 80% in September.
 Team building - I have been able to build the right team culture and have been involved in recruitment and onboarding
of team and as a coach been able to maximise their output and make their journey mutually rewarding.
 Profits - we are currently marching towards making the Fremantle store an 80 K store and we should be reaching
there sooner than expected.
Sep 2009 - Mar 2014 DICK SMITH ELECTRONICS | www.dicksmith.com.au
Various locations as detailed below
Jun 2011 - Mar 2014 Store Manager - Phoenix Spearwood
Sep 2009 - Jun 2011 Store Manager - Subiaco Perth, Western Australia
Organisational Profile:
 Dick Smith is a leading retailer of consumer electronics, comprising of 390 stores across Australia and New Zealand.
Dick Smith operates an omni-channel platform consisting of the largest consumer electronics physical store network
in Australia and New Zealand, with online shops, mobile shops, mobile apps and click-and-collect.
Store Manager - Phoenix Spearwood (Jun 2011 - Mar 2014)
Key Duties:
 Lead from the front a team of dedicated youngsters to ensure the organisation’s business objectives are met by
ensuring all customers are provided with the total solution, excellent customer service and a unique shopping
experience.
 Train team members on selling skills to ensure the store delivers the expected sales and profit results.
 Performance management-Track the KPI’s on a regular basis and identify the team members who need help and
provide them with formal counselling and the right tools to improve their performance.
 Customer complaint resolution- Resolving the customer complaints and treat them as opportunities to improve the
team behaviours, in our effort to make the store a “preferred place”.
 Delegate tasks/responsibilities to team members and ensure completion by regular tracking.
 Collection recording and management of customer data in the Dick Smith Retail Management software.
 Ensure team members interact with customers with empathy rather than compulsion to give the customer a stress
free shopping experience
 Cash Handling and day end and day start cash reconciliation
 To instil a pride in work and provide the right tools and environment to the team members to ensure that they enjoy
their time at work.
Achievements:
 The team repeatedly did well in mystery shopper scores- scoring in the 90%’s and 100% (twice) in 2012.
 Improved on last year’s (2010’11) sales and profit figures by 8%.
Employment History

3. 3 | P a g e Rés um é of Ninan Thom as
 Ensured the team was successfully guided through the ‘Serve Forward” strategy and approach of the new owners.
 A Safe working place with no incidents for the last 3 years.
Store Manager - Subiaco Perth, Western Australia (Sep 2009 - Jun 2011)
Key Duties:
 To ensure the team provides total solutions to all customers which includes right advice on product selection,
warranty, delivery, installation and training which in turn will ensure customer retention and a good memorable
shopping experience to customers.
 Cash Handling and day end and day start cash reconciliation.
 Provide training and mentoring to subordinates to ensure they are equipped to achieve the above.
 Collection, recording and management of customer data in the Dick Smith Retail Management software.
 Ensure safe work practices so that all customers, employees and contractors have a safe working environment.
Achievements:
 Increased weekly sales by 25-30%.
 Repeatedly rated as one of the top 5 stores in terms of the KPIs.
 Regularly having a minimum of 2 team members in the top 30 sales people nationally.
 Consistently scored above 95%(100% thrice ) in mystery shopper surveys and is rated as one of the top 5 performing
stores nationally
Jun 2000 - Mar 2009 AL FUTTAIM ELECTRONICS | www.alfuttaimelectronics.com
Various locations as detailed below
Aug 2006 - Mar 2009 Branch Service Manager - Techserve, Alain
Jul 2001 - Jun 2006 Branch Service Manager - Techserve Central Service Operations, Abudhabi
Jun 2000 - Jul 2001 Office Automation Supervisor - Central Service Operations, Dubai
Organisational Profile:
 Al-Futtaim Electronics has a strong presence in Bahrain and Saudi Arabia where it also has a majority stake in, and
management of Best Electronics - a significant player in consumer electronics retailing. Al-Futtaim Electronics
companies are supported by Techserve, who design, install and provide a one-stop service centre for audio visual
systems, office automation and appliances.
Branch Service Manager - Techserve, Alain (Aug 2006 - Mar 2009)
Key Duties:
 Special assignment –To setup new and enhance existing service facilities in Alain to cater to all the Al Futtaim brands
Panasonic, Toshiba, Sanyo, and AFTRON in Laptops, Office Automation, Audio-video. This includes renovation of
existing facilities.
 Training and development of newly recruited technicians (inhouse and outdoor) in Laptops ,Office Automation ,Audio
video to deliver quality solutions to customers and ensure customer retention by being empathetic to the customer
situation.
 Setting up of a Complaint call logging system for Office Automation, Audio video, Air conditioning and white goods to
log in complaints and track them to completion.
 Collection, recording and management of customer data in the SAP service and Sales software.
 Implementing /streamlining of service processes to meet increasing local customer requirements especially in the
office automation where the MIF (Machine in Field) is increasing rapidly.
 Cash Handling and day end and day start cash reconciliation
 Increase service revenue (by 25%) and spare parts revenue (by 55%) and gross margin by Dec 31st 2008.
Branch Service Manager - Techserve Central Service Operations - Abudhabi (Jul 2001 - Jun 2006)
Key Duties:
 Lead and manage a team of professionals (25 people ) at the Central Service Operations, Abudhabi and to provide
services to Office Automation, Computers, Audio-Video, Home appliances,& Telecom divisions, which caters to
PANASONIC,TOSHIBA, SANYO, AFTRON, marketed by the Al - Futtaim Electronics group of companies.
 Management of the service centre operations which include warranty repair, installations of audio video, home
appliances air conditioners, office automation, laptops and spare part sales.
 Ensure proper work flow for repairs of warranty and out of warranty units as per established standards of fault finding.
 Setting up of a Complaint call logging system for Office Automation, Audio video, Air conditioning and white goods to
log in complaints and track them to completion.
 Collection, recording and management of customer data in the SAP service and Sales software.
 Ensure safety standards are followed in the service centres.
 Warranty care and follow up customer care contact centres-wherein all new customers of office automation
equipment’s were contacted on the 7th, 30th, 60th and 90th day to ensure they are happy with the product and
services.
Employment History

4. 4 | P a g e Rés um é of Ninan Thom as
 Review and organise product training and skill updation of technicians and periodic review of skills.
 Ensure every unit which comes to the service centre is returned in a professional manner, properly tested and safely
packed to the customer’s satisfaction.
 Ensure all customer queries and complaints are handled as per established procedures and processes and tracked to
completion.
 Carry out audits in the workshops and customer interaction desks to ensure a customer oriented work practices are in
place.
 Carry out external audits with Subcontractors and outdoor technicians to ensure compliance to standards.
 Cash Handling and day end and day start cash reconciliation
 Conduct independent surveys on customers to gauge satisfaction level and review work processes based on
feedback.
 Management of service contracts and renewals, as well as meet the budgeted targets for each of the departments .
 Interacting, coordinating with principals for training, and technical issues.
 Manage a team of Spare Part Sales persons both at the counter and outdoor to achieve budgeted revenue as well as
net profit targets.
 To ensure timely availability of spare parts and consumables with definite control over the inventory costs
 To ensure a proper track and follow up of the customer wise financial outstanding (financial receivables), to ensure
the same is collected on time.
 Carry out internal audits and accompaniment visits
 Initiate customer satisfaction surveys and take actions based on survey results.
Office Automation Supervisor - Central Services Operations, Dubai (Jun 2000 - Jul 2001)
Key Duties:
 Instrumental in setting up the joint office automation service team which caters to service of Panasonic and Toshiba
photocopiers and faxes.
 Setting up of a Complaint call logging system for Office Automation, Audio video, Air conditioning and white goods to
log in complaints and track them to completion.
 Warranty care and follow up customer care contact centres-wherein all new customers of office automation
equipment’s were contacted on the 7th, 30th, 60th and 90th day to ensure they are happy with the product and
services.
 Tracking service parameters like RT and down machines, PM planners and ensuring customer satisfaction and repeat
business.
 Manage the service contracts to maximize warranty conversion and minimize renewal losses.
 Coordinating with principals for training and technical issues.
 Successfully participated in the Toshiba Worldwide Quality Service Campaign in the Service Administrators Category.
1990 - 2000 MODI XEROX
Cochin,Trivandrum- India
1997 - 2000 Service Manager
1990 - 1997 Senior Customer Engineer & Patch Leader
Personal Details
Nationality: Australian
Languages: Fluent English, Malayalam & Hindi
Health: Excellent, physically fit, non-smoker
Licences: Current WA Driver’s Licence (No. 5956139)
Professional Referees
Will be provided on request