Nisil Kavungal

Operations Associate

Riyadh, Saudi Arabia13 yrs 4 mos experience

Highly StableAI Enabled

Key Highlights

Expert in optimizing service operations and logistics.
Proven track record in enhancing customer satisfaction.
Strong leadership in managing cross-functional teams.

Stackforce AI infers this person is a Service Management professional with expertise in operations and customer service.

Contact

Skills

Core Skills

Operations ManagementService OperationsTeam LeadershipCustomer Service

Other Skills

Data CentersLeadershipTeam MotivationCustomer SupportTeamworkSupport Services ManagementService Manager 7Customer Service ManagementSales OperationsTeam ManagementManagementSystem AdministrationChannel HandlingBusiness AnalysisTime Management

About

With years of experience in operations and service management, I currently serve as an Assistant Manager at United Wateen. I focus on optimizing daily service schedules, managing service technicians, and ensuring high-quality appliance repairs and installations. By overseeing service coordination and team leadership, I contribute to reducing "time-to-repair" while maintaining superior customer satisfaction. My professional background includes managing operations for globally recognized electronics brands and leading cross-functional teams to align workflows with organizational goals. Leveraging skills in operations management, service operations, and data centers, I am committed to fostering a collaborative culture that enhances efficiency and delivers consistent results.

Experience

13 yrs 4 mos

Total Experience

6 yrs 6 mos

Average Tenure

4 mos

Current Experience

United wateen

Assistant Manager

Dec 2025 – Present · 4 mos · Riyadh, Saudi Arabia · On-site

As an Operations Assistant Manager, I bridge the gap between back-end logistics and front-line technical service. I am responsible for optimizing daily schedules, managing a team of service technicians, and ensuring that appliance repairs and installations are completed with high efficiency and superior quality standards. My goal is to reduce "time-to-repair" while maintaining peak customer satisfaction.
Key Responsibilities
Service Coordination: Oversee daily dispatching and routing for a fleet of technicians to maximize territory coverage and minimize fuel/travel costs.
Team Leadership: Manage, mentor, and evaluate technical staff, ensuring all safety protocols and manufacturer repair standards (OEM) are strictly followed.
Inventory & Parts Management: Streamline the supply chain for spare parts, ensuring high "first-time fix" rates by maintaining accurate van stock and warehouse inventory.
Process Improvement: Identify bottlenecks in the service lifecycle—from initial booking to final invoicing—and implement digital solutions or workflow changes to increase productivity.
Escalation Management: Act as the senior point of contact for complex customer service issues, providing technical or logistical resolutions to ensure brand loyalty.
Performance Tracking: Monitor KPIs such as Average Repair Time, Technician Productivity, and Net Promoter Score (NPS) to report on department health to senior leadership.
Skills & Competencies
Operations: Resource Planning, Logistics, Fleet Management, Process Optimization.
Technical: Knowledge of major home appliances (HVAC, Refrigeration, Laundry, Kitchen), Service CRM software (e.g., ServiceTitan, Jobber, or SAP).
Soft Skills: Conflict Resolution, Leadership, Adaptive Problem Solving, Clear Communication.

Operations ManagementData CentersService OperationsLeadershipTeam MotivationCustomer Support+20

Classic private limited co.

Service Manager

Sep 2024 – Nov 2025 · 1 yr 2 mos · Riyadh, Saudi Arabia · On-site

Managed service operations for leading electronics brands, ensuring operational excellence and customer satisfaction.
Enhanced KPIs for LG, SAMSUNG, AUX, Hisense, and Xiaomi, driving improved service performance.
Established effective follow-up procedures, streamlining workflows and boosting employee engagement.

Support Services ManagementService Manager 7TeamworkCustomer Service ManagementService Operations

United yousef m. naghi company ltd

6 roles

Customer Service Team Leader

Promoted

Nov 2023 – Aug 2024 · 9 mos

Prepared and presented comprehensive regional reports to senior management, enhancing strategic decision-making.
Mentored team members and identified training programs to foster professional development.
Oversaw recruitment processes, ensuring alignment with departmental KPIs and budgetary constraints.
Managed brands including LG, Samsung, and Rheem, driving operational excellence in a competitive market.

TeamworkTeam LeadershipTeam ManagementLeadershipTeam Motivation

Operational Specialist

Jun 2022 – Oct 2023 · 1 yr 4 mos

Monitored and enhanced operational procedures to drive efficiency and compliance.
Established performance targets and implemented strategies to achieve operational goals.
Collaborated with cross-functional teams to align departmental KPIs with overall objectives.
Provided analytical support for management decisions, ensuring adherence to legal requirements.

Teamwork

Planning Control Supervisor

Oct 2020 – May 2022 · 1 yr 7 mos

Managed and coordinated service planning and scheduling across multiple departments, enhancing operational efficiency.
Oversaw a team focused on quality assurance and inventory control, ensuring adherence to high standards.
Developed and implemented training programs for customer service staff, improving service delivery and compliance with company policies.

Teamwork

Customer Service Supervisor

Promoted

Feb 2019 – Sep 2020 · 1 yr 7 mos

Supervised daily customer service operations, ensuring adherence to company policies and KPIs.
Provided ongoing performance feedback to staff, fostering a culture of continuous improvement.
Trained and developed team members, achieving a 100% success rate in meeting key performance indicators.
Resolved customer complaints effectively, enhancing overall customer satisfaction and loyalty.

Customer ServiceSales OperationsTeamworkCustomer Support

System Administrator

Jul 2014 – Jan 2019 · 4 yrs 6 mos

Managed customer inquiries through phone, email, and chat, ensuring a high level of service.
Processed transactions, including orders and refunds, maintaining accuracy and efficiency.
Resolved customer complaints promptly by investigating issues and identifying effective solutions.
Collaborated with sales and technical support teams to enhance customer satisfaction and service delivery.

GSM engginer

May 2012 – Jun 2014 · 2 yrs 1 mo

Diagnosed and repaired hardware and software issues for various mobile devices, ensuring optimal functionality.
Conducted thorough tests to assess mobile phone performance and implemented necessary software updates.
Communicated effectively with customers to understand their repair needs, providing tailored solutions and enhancing customer satisfaction.