Experience

Lanson Toyota

• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Vice President - Customer Service

  • Mar 2003 - Present

  The Profile  Progressive Growth, Experience & Exposure in Automobile Industry of different Nature – Dealer Organizations / Vehicle manufacturer & Original Equipment Manufacturer.  Over 27 years’ extensive experience in Service Operations/ Dealer Management/Training and Development and Client Servicing in a growth oriented organisation.  Resourceful at maintaining business relationship with vendors, service providers and customers to achieve quality product and service norms by resolving their service related critical issues.  Distinction of facilitating the Dealers for implementing effective customer care systems  Proficient in organizing and co-ordinating training programs for improving the employee efficiency.  Deft in promoting “Kaizen” (continuous improvement) school of thought and eliminating “Muda” (waste) at grass root level  Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and planning.  Enhancing customer satisfaction matrices through implementation of service quality standards  Rich Knowledge & Experience to manage overall service operation of major Service network  Sound Relationship management with many Principal companies of repute.  Survey & Facilitate market potential for setting up prospective Dealer Service Network  Rich Experience in recruitment process identifying the right skills for various functions in Service  Passionate in identifying in-house Key performers and provide Motivating growth opportunities thus adding value to effective and efficient utilization of Human resources.  Result driven leader believing in Team Work based culture to achieve challenging Goals in Competitive Environment Show less



Hindustan Motors Ltd Mitsubishi Chennai Car Plant

• Chennai

• Deputy Manager Training >>> Area Manager - South Zone

  • Mar 2000 - Mar 2003

  > Demonstrated excellence in handling the entire gamut of customer service operations for South India covering 4 states > Distinction of representing the organization in May’00 & completing training seminar at Mitsubishi Motors Service training Centre, Japan > Up gradation of Dealership on Man, Machine materials & Methods > Successfully organised “The Voice Of Customer “ week in all southern dealerships to measure and take proactive steps on valuable feed-back from customers > Played a pivotal role in imparting technical training on products to GETs and dealer sales & service personnel’s > Developed several Customer educational materials for display in all HM Dealership. > Remarkable efforts towards driving the concept of multiskill by motivating and training general technician to get familiar in field of electrician Knowledge & Services. > Successfully organised the concept of Skill Contest for Dealer technicians in 2 training centres at Chennai & Delhi > Introduced Feed back system to evaluate self for continuous improvement in Training needs and methodology. > Initiated trainee assessment to gauge the effectiveness and knowledge acquired/delivered. > Developed several Customer educational materials for display in all HM Dealership. Show less



Rane TRW Steering System Ltd

• Chennai Area, India

• Engineer >>> Sr. Engineer >>> Superintendent >>> Assistant Manager

  • Aug 1991 - Feb 2000

  > Mastered in Product training & Diagnosis to OEM and Dealers > Distinction of developing product literature, manuals & catalogue > Liaising with product engineering for field trials > Demonstrated excellence in undertaking field diagnosis at OEM/end user > Implementing QS 9000 procedures in marketing & completing internal audit training course by TQMI in Jul’99 > Played a pivotal role in representing in Sep’95, on a technical assignment to Motor Vehicle Import Centre (MVI), Carnaby, U.K. & rewarded letter of appreciation for excellence in service rendered. > Recognized and received letter of appreciation from MVI- UK for imparting training, which helped in commendably reducing the complaints Show less



Stanes Motors (South India) Ltd . Amalgamation Group

• Thiruvananthapuram Area, Kerala India

• Branch Manager

  • Jul 1989 - Aug 1991

  Dealers for Hindustan Motors/ Standard Motors and MICO Fuel Injection System > Distinguished efforts towards managing the entire gamut of administration, sales, service & spares at Trivandrum branch > Appreciated by MICO for initiatives taken to appreciably increase customer retention after a three-month period of labour unrest > Promoted Field campaigns and customer contact initiatives to create awareness on genuine Vs Non Genuine MICO parts and services > Successfully overcome challenges in streamlining systems and discipline through continuous motivation and education > Aggressively represented technical concerns on new product launch of Ideal Jawa Bikes and resolved amicably to customers Show less



GNB Motors Ltd, Calcutta & Assansol

• Calcutta & Assansol

• Trainee Engineer >>> Service Engineer

  • Jul 1986 - Jul 1989

  Leading Dealer for Ashok Leyland commercial Vehicles/ Mahinda & Mahindra Jeeps & Trucks and also authorized Service centre for Maruthi Suzuki Cars Successfully undergone 6 months Dealer Development Training Program at Ashok Leyland in Chennai > Undergone 2 months training in all service functions at TVS Service Station at Madurai, Tamilnadu > Recognised to take charge of Service at their Assansol branch >Successfully promoted Body & Paint Job business through Contractual agreement. >Canvassed through Mobile service Van for Business from Fleet operators in Mines & Government Undertakings. >Acquired thorough knowledge through Product Performance reporting to Principals M/s Ashok Leyland ltd /Mahindra & Mahindra Ltd. Show less