Business Excellence Executive

• Jun 2023 - Present

Quality Control Inspector

• Feb 2023 - May 2023

Service Advisor

• Aug 2021 - Feb 2023

• Prepare a repair order showing time, cost and labor estimates for service. • Explaining the work performed and the repair order charges to the customer. • Handle customer complaints. • Obtain customer and vehicle data prior to arrival when possible. • Refer to service history, inspects vehicle, and recommends additional needed service. • Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers'… Show more • Prepare a repair order showing time, cost and labor estimates for service. • Explaining the work performed and the repair order charges to the customer. • Handle customer complaints. • Obtain customer and vehicle data prior to arrival when possible. • Refer to service history, inspects vehicle, and recommends additional needed service. • Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications. • Provide a complete and accurate written cost estimate for labor and parts. • Establish “promised time.” Checks with dispatcher, if necessary. • Check on progress of repair throughout the day. Contact customers regarding any changes in the estimate or promised time, explain cost and time requirements in detail, and get proper authorization before any additional repairs are performed. • Maintain high customer satisfaction standards.

Service Rejections & Approvals Specialist

• May 2021 - Jul 2021

Branch Executive Area Service Manager

• Dec 2019 - Feb 2021

• Represented the company in a positive and enthusiastic manner. • Handled day-to-day running of Authorized Service Centers, ensuring high levels of productivity, progression and adherence to company standards. • Technical and Soft Skills Training and Development of technicians. • Planned for sustainable business growth through Contract, Accessories, Finished Goods sale. • Administrative management for company to support Authorized Service Centers. • Conducted Routine… Show more • Represented the company in a positive and enthusiastic manner. • Handled day-to-day running of Authorized Service Centers, ensuring high levels of productivity, progression and adherence to company standards. • Technical and Soft Skills Training and Development of technicians. • Planned for sustainable business growth through Contract, Accessories, Finished Goods sale. • Administrative management for company to support Authorized Service Centers. • Conducted Routine Audits. • Effectively Managed Customer Complaints and Escalations. • Managed Warranty Claims. • Involved in Technical Diagnosis of Component Failures. • Monitored all company inventory to ensure stock levels and databases were updated. • Proved successful working within tight deadlines and fast-paced atmosphere. • Maintained 90% and above Customer Satisfaction Index. • Served customers in a friendly, efficient manner following outlined steps of service. Show less • Represented the company in a positive and enthusiastic manner. • Handled day-to-day running of Authorized Service Centers, ensuring high levels of productivity, progression and adherence to company standards. • Technical and Soft Skills Training and Development of technicians. • Planned for sustainable business growth through Contract, Accessories, Finished Goods sale. • Administrative management for company to support Authorized Service Centers. • Conducted Routine… Show more • Represented the company in a positive and enthusiastic manner. • Handled day-to-day running of Authorized Service Centers, ensuring high levels of productivity, progression and adherence to company standards. • Technical and Soft Skills Training and Development of technicians. • Planned for sustainable business growth through Contract, Accessories, Finished Goods sale. • Administrative management for company to support Authorized Service Centers. • Conducted Routine Audits. • Effectively Managed Customer Complaints and Escalations. • Managed Warranty Claims. • Involved in Technical Diagnosis of Component Failures. • Monitored all company inventory to ensure stock levels and databases were updated. • Proved successful working within tight deadlines and fast-paced atmosphere. • Maintained 90% and above Customer Satisfaction Index. • Served customers in a friendly, efficient manner following outlined steps of service. Show less

Territory Service Manager

• Jul 2018 - Nov 2019

• Maintained Service Load Growth of Workshops by 20% increase. • Achieved Customer Engagement Index of 85%. • Managed 5 Service Workshops with average inflow of 22 vehicles per day. • Brought forth empathy, courtesy and a constant consideration of the perspective of colleagues and business partners. • Remained open-minded and humble, leading to great collaborations. • Ensured Service Process Adherence at Authorized Service Centers.(Passenger Cars). • Ensured product up… Show more • Maintained Service Load Growth of Workshops by 20% increase. • Achieved Customer Engagement Index of 85%. • Managed 5 Service Workshops with average inflow of 22 vehicles per day. • Brought forth empathy, courtesy and a constant consideration of the perspective of colleagues and business partners. • Remained open-minded and humble, leading to great collaborations. • Ensured Service Process Adherence at Authorized Service Centers.(Passenger Cars). • Ensured product up gradation timeliness. • Initiated business growth through service campaigns, CRM. • Process auditing and warranty claims management. • Focused on network expansion and up gradation. • Ensured repeat complaint reduction. • Directed training and retraining of employees to boost performance and enhance business results. • Defined clear targets and objectives and communicated to other team members. • Effectively supervised staff of 200 personnel by implementing company policies, protocols, work rules and disciplinary action. • Taught Service Advisors and Customer Representatives effective customer service techniques, boosting client satisfaction rates 90%. • Maintained professional demeanor by staying calm when addressing unhappy or angry customers. Show less • Maintained Service Load Growth of Workshops by 20% increase. • Achieved Customer Engagement Index of 85%. • Managed 5 Service Workshops with average inflow of 22 vehicles per day. • Brought forth empathy, courtesy and a constant consideration of the perspective of colleagues and business partners. • Remained open-minded and humble, leading to great collaborations. • Ensured Service Process Adherence at Authorized Service Centers.(Passenger Cars). • Ensured product up… Show more • Maintained Service Load Growth of Workshops by 20% increase. • Achieved Customer Engagement Index of 85%. • Managed 5 Service Workshops with average inflow of 22 vehicles per day. • Brought forth empathy, courtesy and a constant consideration of the perspective of colleagues and business partners. • Remained open-minded and humble, leading to great collaborations. • Ensured Service Process Adherence at Authorized Service Centers.(Passenger Cars). • Ensured product up gradation timeliness. • Initiated business growth through service campaigns, CRM. • Process auditing and warranty claims management. • Focused on network expansion and up gradation. • Ensured repeat complaint reduction. • Directed training and retraining of employees to boost performance and enhance business results. • Defined clear targets and objectives and communicated to other team members. • Effectively supervised staff of 200 personnel by implementing company policies, protocols, work rules and disciplinary action. • Taught Service Advisors and Customer Representatives effective customer service techniques, boosting client satisfaction rates 90%. • Maintained professional demeanor by staying calm when addressing unhappy or angry customers. Show less

Customer Care Manager

• Aug 2014 - Jul 2018

• Improved customer connect and timely resolved complaints. • Involved in OEM Vendor Engagement. • Improved Dealership Profitability. • Managed complex customer requests from contact to completion. (Trucks &Buses). • Brought forth an in-depth understanding of processes and technologies used in the company. • Breakdowns and Component Failure Analysis for Repeat complaint reduction. • Ensured Product up gradation timeliness. • Initiated Business growth through Service… Show more • Improved customer connect and timely resolved complaints. • Involved in OEM Vendor Engagement. • Improved Dealership Profitability. • Managed complex customer requests from contact to completion. (Trucks &Buses). • Brought forth an in-depth understanding of processes and technologies used in the company. • Breakdowns and Component Failure Analysis for Repeat complaint reduction. • Ensured Product up gradation timeliness. • Initiated Business growth through Service Campaigns, CRM. • Process Auditing and Warranty claims management. • Managed Authorized Service Centers across the state of Maharashtra, India. • Focused on Network Expansion based on vehicle population with an intention to improve customer delight. • Measured customer support success with clear metrics to attain 95 % CSI. • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity. • Achieved Promise Vs Delivery time of 92%. • Introduced higher standards for customer service and increased efficiency by streamlining operations. • Collected customer feedback and made process changes to exceed customer satisfaction goals 100%. • Spearheaded customer satisfaction survey and analyzed results to make action plans. • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. • Drove 35% increase in customer traffic and 50 % increase in truck sales. • Improved spare parts business by 15% annually. Show less • Improved customer connect and timely resolved complaints. • Involved in OEM Vendor Engagement. • Improved Dealership Profitability. • Managed complex customer requests from contact to completion. (Trucks &Buses). • Brought forth an in-depth understanding of processes and technologies used in the company. • Breakdowns and Component Failure Analysis for Repeat complaint reduction. • Ensured Product up gradation timeliness. • Initiated Business growth through Service… Show more • Improved customer connect and timely resolved complaints. • Involved in OEM Vendor Engagement. • Improved Dealership Profitability. • Managed complex customer requests from contact to completion. (Trucks &Buses). • Brought forth an in-depth understanding of processes and technologies used in the company. • Breakdowns and Component Failure Analysis for Repeat complaint reduction. • Ensured Product up gradation timeliness. • Initiated Business growth through Service Campaigns, CRM. • Process Auditing and Warranty claims management. • Managed Authorized Service Centers across the state of Maharashtra, India. • Focused on Network Expansion based on vehicle population with an intention to improve customer delight. • Measured customer support success with clear metrics to attain 95 % CSI. • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity. • Achieved Promise Vs Delivery time of 92%. • Introduced higher standards for customer service and increased efficiency by streamlining operations. • Collected customer feedback and made process changes to exceed customer satisfaction goals 100%. • Spearheaded customer satisfaction survey and analyzed results to make action plans. • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. • Drove 35% increase in customer traffic and 50 % increase in truck sales. • Improved spare parts business by 15% annually. Show less