Narendra Kumar Thakur
Mufulira,Zambia
Summary
Accomplished professional with extensive expertise in IT infrastructure planning, technical leadership, and strategic planning. Proficient in Microsoft Office Suite, Microsoft Visio, Microsoft Project, and CRM software, with a strong background in systems analysis and regulatory compliance. Demonstrates exceptional skills in stakeholder communication, vendor negotiation, and service delivery coordination. Adept at budget management, hardware procurement, inventory control, and quality assurance. Experienced in mentoring teams and fostering resilience under pressure to achieve organisational goals. Committed to driving operational excellence through innovative solutions and effective collaboration.
A quick learner that is able to adapt to different industries.
Overview
24
24
years of professional experience
4016
4016
years of post-secondary education
Work history
General Manager Operations
Mataba Millers (Z) Ltd
04.2019 - Current
- Oversaw daily operations ensuring seamless workflow across all departments.
- Spearheaded strategic planning and decision-making processes aligning with mission and stakeholder interests.
- Implemented strategic initiatives to enhance operational efficiency and productivity.
- Developed and maintained strong relationships with key stakeholders and clients.
- Managed budgeting processes while ensuring alignment with organisational goals.
- Analysed operational metrics to identify areas for process enhancement and optimisation.
- Reviewed and refined standard operating procedures to ensure compliance and quality.
- Delivered results under pressure to meet tight deadlines.
- Fostered a high-performance culture, resulting in increased productivity.
- Established successful partnerships with other companies for mutual growth.
- Directed day-to-day work of 150 employees and motivated teams to exceed objectives.
- Maintained organisational compliance with applicable legislation and regulations.
- Put in place clear controls for financial administration and business management, form sustainable systems, efficient procurement and control usage, to optimize utilization of resources.
- Engage with suppliers and vendors at all levels to ensure Service Levels are met. Ensured contractual commitment to technical resolutions from vendors.
IT Manager / Operations Manager
Mataba Millers (Z) Ltd
04.2017 - 04.2019
- Being a start up grain processing facility, provision IT infrastructure for the installation of machinery for the plant
- Manage the procurement aspect of all materials required for the setting up of the plant sourced from abroad and locally
- Day to day reporting of the various functions of the mill.
- Managed 60 sales depots simultaneously and built systems around its sustainable operations.
Business / IT Development Manager
Eskayarts Ltd, Kitwe, Zambia
Kitwe
12.2010 - 03.2017
- Drive sales figures
- Closely monitor all business KPI’s to maintain profitability and efficiency within the Business.
- Zambia being a ‘volatile market’ prices need to be dynamic to maintain positive economic fundamentals.
- In charge of FPA’s (Future purchase Agreements) with large scale clients (Mining Companies, Govt. Enterprises), Negotiations, Approvals and Sign-Offs.
- Manage all functions of warehousing. Accountable for stocks in the warehouse.
- Material planning and consumption forecasting. Sourcing of goods from suppliers locally and from abroad
- Handle the HP (Hewlett Packard) portfolio, from sourcing and order fulfillment to providing after sales services to clients.
- Provisioning and planning of IT infrastructure for operations as well as future growth. Deploy and maintain all IT system across the company
- Seasonal and YoY man power planning, conduct inductions and joining formalities.
- Logistics and Fleet planning. Setting priorities on dispatches based on available Logistical resources.
- Diversify the product line by studying new market trends and identify how our clients can benefit from new technologies and new products
- Business Continuity planning : engage new clientele and new business partners to increase our customer base and business exposure
- Identify new suppliers to partner with, to enable the sourcing of goods at more viable and profitable rates.
- Liaise with clients on delivery schedules so as to aid the client plan their functions accordingly. Oversee dispatches to ensure the correctness of goods before dispatching to the clients premises
- Make recommendations to the Business Owners off opportunities in the market for future expansions. And recommendations to streamline current processes.
Technical Support Coach
Dell International Services, Bangalore, India
Bangalore
11.2009 - 11.2010
- Focus and drive on team Resolution Quality, Warranty Cost Metrics.
- Provide feedback and coaching to team members, based on Audits.
- Conduct training programs for team members based on the learnings / observations
- Source and analyze data to understand common themes across entity / floor level that impact resolution
- Liaise with people across the floor / businesses to suggest improvements / resolutions to concerns faced
- Handle escalation calls and be accountable for all escalation calls within the team to ensure resolution
- Responsible for Outage, Service Level Commitment, Average Handling Time.
- Provide Data points for Volume Forecast and corresponding staffing.
- Align resources to develop, manage, and lead cross-functional teams.
- Support all team members in resolving customer queries to reduce number of escalations
- Identify and implement initiatives which continually improve the performance of the business against key metrics Customer Experience and Profitable Growth.
- Handle Team all HR and Work related aspects for the team.
- Responsible for all VOC and Warranty cost metrics, also be responsible for key reporting’s for the team.
- Liaise with Head Office and second level desktop support personnel to resolve issues outside the scope of level one support.
- Audit post contact impact and recommend corrective action to the Business
- Communicate and work closely with all Departments to ensure complete customer satisfaction.
- Maintain an up-to-date understanding of technologies, competitive trends, and opportunities for differentiation.
- Builds strong customer relationships with accurate and timely resolution.
Dispatch Quality Analyst
Dell Canada
10.2006 - 11.2009
- Work as 2nd level dispatch screening point and be responsible for Cost per Dispatch Management, formulate action plan and process improvements to monitor part dispatch trends and avoid/control repeat dispatches and multiple part dispatches
- Provide mentoring, guidance and act as 2nd level dispatch screening point for Consumer Support queue on all Consumer Systems in Canada
- Perform Capability Measures for Support Staff and develop action plan to assist with areas that require mentoring
- Provide technical vitality session to Support Staff on new/existing products and troubleshooting guidelines via hand–on, 1x1 and group sessions.
- Provide containment plans to deal with arising and existing Technical Issues and outline changes to the way in which processes can be further streamlined.
- Analyze daily data to identify emerging support, product, or compatibility problems and close loop to the respective functional areas.
- Remain knowledgeable of Dell’s product line, current industry products and technologies and recommend changes to Production units and Logistics
- Provide input to management on unique and recurring product problems and associated Repeat Dispatch Rate and Defect Rate.
- Record and track dispatch trending as well as providing an overview of dispatch trend and awareness to agent.
- Responsible for Cost per Dispatch management including deep dive analysis, action plan, follow up and process improvements
- Excellent knowledge on screening & processing dispatches & also handling onsite escalations.
- Handle Legal Escalations that occur due to Technical flaws and Dispatch related issue
- Liaise with people across the floor / businesses to suggest improvements / resolutions to concerns faced
- Reporting of Productivity on a Daily Basis to Team Manager and Supervisors to ensure schedule adherence, Drive productivity metrics. Drive corporate hygiene in productivity and rectify a deviation from the productivity goals.
- Drive Client Satisfaction and Resolution Accuracy in the team, by carrying out routine scrubs and random audits and provide feedback to team members to better manage their metrics
- Report the Cost metrics to Senior Management and provide recommendations of new processes that will help minimize costs
- Conduct Training for Senior Management on Top Technical Issues based on frequency of Issue occurrence.
Senior Client Retention Associate
ICICI One Source Ltd, Bangalore, India
Bangalore
07.2005 - 09.2006
- Retain Clients (B2B) that have expressed a willingness to move to a different provider.
- Analyze the requirements of clients and make recommendations to management to bridge the differences between Client requirements and services offered.
- Detailed analysis and reporting of the results of all Client Retention programs.
- Vital role in the implementation of the CRM systems which streamlined the entire management of Client information
- Provide training support staff on Client Retention and Customer Relation Management applications
- Recommend changes in Clients processes to maximize customer base (B2C)
Works and Purchase In charge
Mecco Engineering Ltd. Mufulira, Zambia
Mufulira
12.2001 - 05.2004
- Initiated the MECCO Quarry project, planning of the plant layout and administrative requirements.
- In charge of accounts and administration, deal with incoming orders and delivery of products. Preparing Project reports for clients.
- Accounting.
- Revenue Collection.
- Supervisory Responsibilities at the plant.
- In charge of workshop and Operations.
Education
BBA - Finance, Information Technology
Bangalore University
Bangalore, IndiaPost Graduate Diploma in Human Resource Management (HRM) - Human Resource Development and Management
Rai University
Bangalore, IndiaSkills
- Microsoft Office Suite, Microsoft Visio, Microsoft Project
- Microsoft Access, Microsoft SQL Server
- QuickBooks Enterprise Solutions
- IT infrastructure planning
- Staff mentoring and training
- Risk assessment capabilities
- Service delivery coordination
- Hardware procurement
- Budget management
- Technical leadership
- Stakeholder communication
- Vendor negotiation
- CRM software use
- Systems Analysis
- Resilience under pressure
- Initiative taking
- Team Leadership
- Interpersonal communication
- Strategic planning
- Inventory control
- Inventory management
- Quality Assurance
- Microsoft Office Suite
- Excel proficiency
- Regulatory compliance
- Vendor liaison
REFERENCES
Name and details will be provided on request.
OTHER DETAILS
- DOB : 20/11/1981
- Place of Birth : Kitwe, Zambia
- Marital Status : Married
- Immigration Status in Zambia : Resident Permit
- Residence : Currently residing in Mufulira, Zambia
- Citizenship : Indian
Timeline
General Manager Operations
Mataba Millers (Z) Ltd
04.2019 - Current
IT Manager / Operations Manager
Mataba Millers (Z) Ltd
04.2017 - 04.2019
Business / IT Development Manager
Eskayarts Ltd, Kitwe, Zambia
12.2010 - 03.2017
Technical Support Coach
Dell International Services, Bangalore, India
11.2009 - 11.2010
Dispatch Quality Analyst
Dell Canada
10.2006 - 11.2009
Senior Client Retention Associate
ICICI One Source Ltd, Bangalore, India
07.2005 - 09.2006
Works and Purchase In charge
Mecco Engineering Ltd. Mufulira, Zambia
12.2001 - 05.2004
BBA - Finance, Information Technology
Bangalore University
Post Graduate Diploma in Human Resource Management (HRM) - Human Resource Development and Management
Rai University