Abhinav Gogoi
TINSUKIA,ASSAM
Summary
A Service Oriented and Highly Organized Professional with 8 years of experience in After Sales Service of Customer-Facing Support roles in Automotive Industry having experience in Customer Relationship Management and People Management Skills and Passionate about Delivering High Quality Service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Manager
ICONIC AUTOMOBILES(MAHINDRA & MAHINDRA LTD.)
LOWER DIBANG VALLEY
05.2024 - Current
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Service Revenue Generation
- Process improvement and process Orientation
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Trained new employees on the use of customer relationship management software systems.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Performed root cause analysis on recurring problems encountered by customers.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Reviewed and analyzed warranty claims to determine coverage eligibility.
- Developed and implemented procedures for processing warranty claims efficiently.
SERVICE INCHARGE
BORAH HYUNDAI PVT. LTD.
Sadiya,Tinsukia,Assam
12.2022 - 04.2024
- Oversee the after-sales service and management of a Hyundai dealership, ensuring customer satisfaction and efficient operations.
- Manage parts and inventory, optimizing stock levels and minimizing costs.
- Prepare repair orders and estimates, ensuring accurate and timely invoicing.
- Resolve customer complaints and handle feedback in a timely and satisfactory manner, maintaining high levels of customer satisfaction.
- Cross-sell services such as roadside assistance, extended warranty, and annual service packages, increasing revenue and customer loyalty.
- Supervise and lead a team, ensuring smooth day-to-day operations and fostering a positive work environment.
- Maintain clear and effective communication with team members.
- Diligently proofread all official documentation and reports, ensuring accuracy and professionalism.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Resolved customer inquiries and complaints requiring management-level escalation.
Service Advisor
TI FORD MOTORS PVT. LTD.
TINSUKIA,ASSAM
07.2016 - 11.2022
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Greeted customers and addressed their needs in a professional manner.
- Prepared invoices for services rendered and collected payments from customers.
- Resolved customer complaints in an efficient and courteous manner.
- Ensured that all customer inquiries were handled promptly and accurately.
- Promptly responded to customer inquiries via phone, email or in person.
- Assisted body shop technicians with ordering parts from suppliers as needed.
- Prepared estimates for customers based on damage assessment reports from technicians.
- Verified accuracy of repair orders before submitting them to insurance companies.
- Updated customer accounts in computer system on a regular basis.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
DARRANG COLLEGE(GAUHATI UNIVERSITY)
06.2016
Skills
- CUSTOMER SATISFACTION INDEX/CRM
- CUSTOMER SERVICE MANAGEMENT
- SERVICE DELIVERY
- REVENUE GENERATION
- INVENTORY MANAGEMENT
- AFTER SALES CUSTOMER SUPPORT
- TEAM MANAGEMENT
- PERFORMANCE IMPROVEMENT
- FLEXIBLE AND ADAPTABLE
- QUALITY CONTROL
Accomplishments
- Promoted from CRM to BodyShop Incharge,at TI Ford Pvt. LTD.
- Exceeded Service Labour by average of 114% in 2021-22.
- Consistently maintained high customer satisfaction ratings in all Four Quarters and achieved highest CSI Target Achiever for continuous 2 Years 21-22
Certification
Automotive Fundamentals & Advanced(UDEMY):
Vehicle Dynamics
Chasis.
Body Parts.
Drive Train(Transmission).
Engine Assemblies.
PSA Certified(Professional Service Advisor):
by Ford Motor India LTD.(2019)
HSAP Certified(Service Advisor Professional):
by Hyundai Motor India LTD.(2023)
Timeline
Service Manager
ICONIC AUTOMOBILES(MAHINDRA & MAHINDRA LTD.)
05.2024 - Current
SERVICE INCHARGE
BORAH HYUNDAI PVT. LTD.
12.2022 - 04.2024
Service Advisor
TI FORD MOTORS PVT. LTD.
07.2016 - 11.2022
DARRANG COLLEGE(GAUHATI UNIVERSITY)
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