Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Languages
Affiliations
Custom
Foreign countries visited for Business & Professional purposes
Timeline
Generic
Jaison Kaliyanil Jacob

Jaison Kaliyanil Jacob

Kuwait,Kuwait

Summary

Dynamic and service-driven sales professional with extensive expertise in sales and market development, complemented by a strong customer-centric approach. Proficient in CRM software and performance metrics analysis, with a proven track record in technical troubleshooting and innovation workshop implementation. Demonstrates exceptional skills in client relationship management, hiring and training management, and aftersales strategy planning. Adept at presenting the company effectively, leveraging in-depth industry knowledge to drive growth and enhance customer satisfaction. Career goals include advancing into leadership roles to further develop strategic initiatives that align with organisational objectives.


Experienced Aftersales Manager with over 24 years in Marine, Automotive & Electronics industries. Excellent reputation for resolving problems and improving customer satisfaction. Offers flexible schedule to deliver on team goals.

Overview

24
24
years of professional experience
1991
1991
years of post-secondary education
1
1
Certification

Work history

Aftersales Manager

Seas & Deserts Group
Alrai, Kuwait
03.2018 - 11.2022
  • Coordinated cross-departmental efforts for seamless service delivery after purchase.
  • Maintained high levels of communication with customers post-sale, ensuring their needs were met fully.
  • Introduced innovative aftersales packages, bolstered overall sales figures.
  • Managed recall campaigns to minimise brand damage and maintain trust.
  • Represented organisation to public at trade exhibitions and conventions, driving awareness of Products & Service]
  • Created customised service plans according to individual client requirements; this led to an increase in client satisfaction ratings.
  • Led the technical support team to resolve complex product issues swiftly and efficiently,.
  • Ensured prompt response to customer queries, resulting in higher customer retention rates.
  • Trained, mentored and managed direct reports.
  • Improved customer satisfaction by developing and implementing effective aftersales strategies.
  • Streamlined warranty claims process to enhance customer experience.
  • Created and lead innovation workshops with retailers to facilitate Sales & Aftersales teams
  • Oversaw stock management procedures ensuring optimal availability of spares for quick turnaround times during repairs.
  • Fostered long-term relationships with key clients; enhanced customer loyalty and repeat purchases.
  • Supported front-line sales teams with well-coordinated administrative operations.
  • Supported team by demonstrating respect and willingness to help.
  • Managed on-site evaluations, internal audits and customer surveys.
  • Monitored and updated stock levels and inventory databases.

Service Manager - Electronics & IT

Seas & Deserts Group
Alrai, Kuwait
11.2009 - 03.2018
  • Established clear lines of communication between management and staff, fostering a harmonious working environment.
  • Championed organisational values to instil sense of loyalty and community.
  • Led and inspired teams to uphold brand standards and demonstrate professionalism.
  • Controlled expenses, advising on efficient use of resources to minimise unnecessary costs.
  • Maintained a positive work environment through effective conflict resolution strategies among staff.
  • Improved response times, resulting in higher client satisfaction rates.
  • Maintained high standards of cleanliness and hygiene throughout the premises, ensuring customer comfort and satisfaction.
  • Assessed employee performances regularly, providing constructive feedback where necessary for continuous improvement.
  • Coordinated staff development training to improve overall service delivery.
  • Managed customer complaints for improved business reputation.
  • Fostered strong relationships with clients through excellent customer service skills.
  • Identified training needs and opportunities to provide Continued Professional Development (CPD) for staff.
  • Delegated tasks effectively to maximise team potential and productivity.
  • Served customers to drive sales and deliver top-quality experiences.
  • Ensured compliance with health and safety regulations at all times, reducing risk of accidents in the workplace.
  • Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
  • Developed an efficient workflow to reduce service downtime.
  • Liaised with suppliers for smooth operation of daily activities without interruption or delay due to lack of resources.
  • Managed inventory of resources necessary for service provision.
  • Delivered services to customer locations within target timeframes.
  • Managed on-site evaluations, internal audits and customer surveys.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Showroom Sales & Customer Support in Charge

Seas & Deserts Group
Shuwaikh, Kuwait
07.2003 - 11.2009
  • Implemented new procedures with training sessions for staff.
  • Set appointments with field teams to carry out service changes or deliver new products.
  • Conducted product demonstrations to increase consumer interest.
  • Increased customer satisfaction by providing exceptional service and promptly addressing concerns.
  • Recorded information about inquiries and complaints within internal database.
  • Completed transactions to replace or exchange defective items.
  • Documented and evaluated effectiveness of customer support plans and interventions.
  • Archived sales target for Marine & Nv
  • Optimised sales methods to best engage, acquire and retain customers.
  • Supervised the sales team, enhancing their performance and productivity.
  • Checked shop merchandise regularly to verify proper display, oversee replenishment activities and enforce planogram requirements.
  • Promoted exceptional customer service by engaging clients on sales floor, building positive rapport, answering product queries and handling complaints.
  • Supported front-line sales teams with well-coordinated administrative operations.

Showroom Sales Person - Fashion Stores

United Colours of Benetton, STEPS
Kuwait, Kuwait
01.2001 - 07.2003
  • Explained product benefits maximising customer engagement while driving sales.
  • Recommended merchandise based on exact customer needs, improving sales conversion rates.
  • Followed visual merchandising packs to display new products and promotions.
  • Boosted product sales by offering selection guidance to customers.
  • Resolved customer complaints and process issues with proactive problem-solving skills.
  • Prepared products for sales floor, steaming and presenting items immaculately for appealing displays.
  • Operated till systems correctly, ensuring accurate transactions.
  • Dealt with returns, ensuring customer satisfaction.
  • Exhibited awareness of loss prevention guidelines and complied with inventory control measures.
  • Participated in staff meetings contributing valuable insights for improvement.
  • Engaged clients by building authentic, long-term relationships, from welcoming to after-sales assistance.
  • Collaborated with team members for efficient store operations.
  • Monitored display stock levels, replenishing for consistently well-stocked sales floor.
  • Contributed to sales targets through active promotion of products.
  • Reviewed customer history to recommend appropriate products and services.

Casher , Customer Service Executive

The Sultan Center Hypermarket
Kuwait, Kuwait
09.1998 - 01.2001
  • Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
  • Worked evening shifts during busy periods-managed high volume transactions effectively.
  • Completed opening and closing procedures each day.
  • Recorded customer interactions, providing valuable data for management review.
  • Logged customer communications for complete service records.
  • Responded to customer queries and provided excellent customer service.
  • Maintained a clean and organised workspace, contributing to an effective work environment.
  • Coordinated with other departments for efficient problem resolution.
  • Ensured minimal wait times by prioritising tasks effectively during peak hours.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Applied critical thinking to analyse problems, evaluate solutions and select best decisions.

Education

Bachelor of Science - Physics & Electronics

Mahatma Gandhi University
Kottayam, Kerala

Skills

  • Service-driven sales
  • Sales and market development
  • Computer literacy
  • Performance metrics analysis
  • CRM Software proficiency
  • Technical troubleshooting
  • Critical-thinking
  • Ability to present the company
  • Aftersales strategy and planning
  • Innovation workshop implementation
  • Proactive self starter
  • Customer-centric approach
  • Customer Service
  • Digital literacy
  • In-Depth industry knowledge
  • Client Relationship Management
  • Technical product understanding
  • Hiring and training management

Certification

  • ISO certified
  • NMEA Certified
  • Garmin Certified
  • Raymarine Certified
  • Azimut Certified

Accomplishments

  • Successfully managed the Aftersales activities of company dealership brands of Yachts, Boats, Marine Electronics, Fitness & Wellness products, All Terrain Vehicles, Motorcycles, EV and On road special vehicles.
  • Attended various Technical Trainings, Conferences, Workshops and Product Trainings.
  • ISO Certified
  • Oracle Netsuite ERP system experienced.

Languages

English
Fluent
Malayalam
Native
Arabic
Upper intermediate
Hindi
Upper intermediate

Affiliations

  • Music, Sports, Cinema, Social activities,

Custom

  • Azimut Yachts
  • Tiara Yachts
  • Sea Ray Boats
  • Boston Whaler Boats
  • Saxdor Boats
  • William Tender Jet Boats
  • Dometic Marine
  • GARMIN
  • Raymarine
  • FLIR
  • Sea Bob
  • Fusion Electronics
  • Navionics
  • Polaris ATV
  • Indian Motorcycle
  • Slingshot Vehicles
  • GEM EV

Foreign countries visited for Business & Professional purposes

USA, UK, Germany, Italy, Netherlands, Sweeden, Greece, Malta, Cyprus, Morocco, UAE, Qatar, Bahrain

Timeline

Aftersales Manager

Seas & Deserts Group
03.2018 - 11.2022

Service Manager - Electronics & IT

Seas & Deserts Group
11.2009 - 03.2018

Showroom Sales & Customer Support in Charge

Seas & Deserts Group
07.2003 - 11.2009

Showroom Sales Person - Fashion Stores

United Colours of Benetton, STEPS
01.2001 - 07.2003

Casher , Customer Service Executive

The Sultan Center Hypermarket
09.1998 - 01.2001

Bachelor of Science - Physics & Electronics

Mahatma Gandhi University

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Jaison Kaliyanil Jacob