This document provides a professional profile for a Mechanical Engineer with over 13 years of experience in customer relationship management, product development, quality assurance, and capability building for consumer durable industries. Some of their key accomplishments include improving customer satisfaction scores, reducing service costs, successfully deploying new products and service programs, and spearheading innovative projects. They are seeking new opportunities and have extensive experience managing customer service, quality control, training programs, and new product launches.

1. PROFESSIONAL PROFILE
Mechanical Engineer with Excellent Business acumen, Technical Zeal & Entrepreneur Mindset
having over 13 years of diverse expertise in the field of Customer Relationship Management,
Product Development, Capability building & Quality Assurance in Consumer Durable Industry.
Passionate about Service Quality, Technical Support to Sales & Service team, Continuous
improvement of processes, Cost optimisation, Customer and Distributor Management.
Handled Regional and National Responsibilities with reputed MNC brands in high volume markets
in Customer Service, Product Quality, Quality Assurance, New Product Development, Capability
Building & P&L management.
NOTABLE ACHIEVEMENTS
➢ Improved Customer Satisfaction Score from 92% to 96% through initiatives like Customer
Complaint Recording & Happy call via IVR, Tech App, Call Centre Process Enhancement and
Product Training to field force.
➢ Reduced Service Operational Cost from 12 % to 4% by Crack Team formation, working
closely with leading consultancies, Product field Fix, Service claim monitoring and Audits.
➢ Blue air (Air purifier) service integration with Pure it service operations.
➢ Successfully deployed AMC, B2B Warranty Flow, Training Collaboration for the Category
➢ SME of Home appliance products including Water & Air purifier category -
➢ Spear headed & Implemented landmark projects for category like – EMI payment options,
Sales &Service Distributor model, Rental model for water purifiers (IOT based), Online
competency evaluation of workforce, PURESTAR -Soft skill module.
PROFESSIONAL EXPERIENCE – 13+ years
Assistant Manager CRM, QA & Training (Feb 2013 to July 2019)
Key Responsibilities:
• Improve Service Quality levels through various initiatives.
• Deploy Projects in Cost saving, Consumer acquisition, Lead conversion through service
channel & contact centre by working closely with CMI, BB and BD team.
• Support all new product launches (Water & Air Purifiers) through consumer panel, ERP
module readiness, Spares planning & SLA’s.
• Quality Assurance & Product performance tracking of Water Purifiers & Air Purifiers.
• Service cost monitoring & reduction-Publish Monthly Quality Reports for the category.
• Competency development of field force.
Vivek M Thayyil
Visa Transferable & Available to Join immediately
Dubai ,UAE
vivekmazar@gmail.com
Mobile : +971-551963912

2. • Conducting Training on all the new products launches (Water purifiers & Air purifiers),
Train the Trainer programs for the new Products.
Key Accomplishments:
• Spear headed Blue air (Air purifier) service integration with Pure it India operations.
• Achieved assigned target on reducing service cost , increasing revenue through service
centre cross selling of Device & AMCs .
• Established Training Centres in top 20 Cities - PAN India for LSP MCCE Competency
development & Certifications through collaboration with 3P Training Partners.
• Designed & Developed “Do it yourself consumer videos “for core purifier Installation &
Maintenance which restored business with E-com partner (Amazon).
• Designed & Deployed “Power to Delight” Soft Skill Training programme.
• Received excellent ratings on evaluations for field product tracking, Quality Feedback,
warranty cost reduction, Spare part management and inventory reduction
• Awarded for “Outstanding contribution to Pureit India business growth” in 2017
• Awarded for initiatives taken in “Warranty cost control & improvement in Product Quality”
in 2018.
Manager Branch Technical Trainer (Oct 2006 –Jan 2013)
Key Responsibilities:
• Develop competency level of ASP-Service Quality Engineers for South India Region.
• Design & Conduct technical training programs, Training Needs Identification based on SQE
performance & repeat Failures.
• Conduct Quality Assurance Service Audits of ASP in Karnataka for process adherence.
• Track product performance, field trial of New Home Appliance Products (Refrigerator,
Washing Machine, Microwave oven, Air conditioners, Water purifiers) Provide timely
feedback on Product issues to R&D and Quality.
• Find field fix to Specific product complaints in field for quick consumer complaint
resolution.
Key Accomplishments:
• Introduced reward and recognition programme for ASP-Service Quality Engineer
Retention.
• Started 5 Godrej Vocational Training Schools in Karnataka in collaboration with Private.
Institutes (2010-13).
• Received Best Technical Trainer Award for Godrej & Boyce Mfg. Co. Ltd (2011-12).
• Represented company as IMC Member at Pavgoda ITI (Karnataka) under PPP scheme
(2012-13)

3. Previous Experiences
• Atlanta Pumps Pvt. Ltd
Supervisor in Mono block Pump section (Feb 2002 to May 2003)
• In plant Industrial training completed at Precision Tools & Components, Bangalore-
Karnataka (July 2001-Jan 2002)
CERTIFICATION
• Six Sigma Green Belt. - (Benchmark Six Sigma- Ref ID- G1803042235510 – 84%)
ACADEMIC DETAILS
• B-Tech (2003 – 2006) - Achieved 65% aggregate
Specialised in Mechanical Engineering, Kannur University
• Diploma (1999 – 2001) - Achieved 69% aggregate
Specialised in Tool & Die making, State Board of Technical Education, Kerala
Technology Working knowledge of ERP (BAAN), Netsuite, Auto-CAD. MS
Office (Word/Excel/PowerPoint) ,Exposure to IOT based
appliances
Languages Expert written and verbal fluency in English, Hindi, Malayalam. Verbal
fluency in Kannada, Tamil.
DATE OF BIRTH : 19-07-1982
Nationality : Indian
REFERENCES : Available on request