Hi, I’m
Ajay Chavan
22 yrs. Customer support service in Automotive industry
Pune,Maharashtra
Summary
To work in a globally competitive environment on challenging assignments, where I can contribute to the growth of organization and self-development. Proficiency in Managing PAN India customer support for Vehicle tracking installation, application and RTO registration also supporting Electric vehicle charger, USB charger Wireless Car mobile chargers. Managing OEM's (Volvo, Bajaj, Toyota, Tata Motors, Daimler truck, Swaraj Mazda).
Overview
19
years of professional experience
4
years of post-secondary education
Work History
UNO Minda Limited
Manager Customer Support- Vehicle tracking device , Mobile wireless chargers in cars, USB chargers, Electric vehicle Chargers
8 2020
Job overview
- ed and managed team of 43 customer support representatives to deliver exceptional service and support to clients
- Developed and implemented customer support policies, procedures, and standards to ensure consistent service delivery and improve overall customer satisfaction
- Handled escalated customer inquiries and complaints in timely and professional manner, ensuring swift resolution and customer retention
- Analyzed customer support metrics and feedback to identify areas for improvement and implemented strategies to enhance service quality and efficiency
- Collaborate cross-functionally with sales, marketing, and product development teams to address customer issues, improve product offerings, and enhance overall customer experience
- Prepared and presented regular reports on customer support performance to senior management, providing insights and recommendations for continuous improvement
- Conducted hiring, training, and performance management of customer support team members to build high-performing and motivated team
- Key Achievements: Successfully reduced average response time to customer inquiries by through process optimization and team training initiatives
- Implemented new customer feedback system, increase in customer satisfaction scores
- Led the team to achieve specific goals & targets, exceeding departmental performance targets by achieving highest customer satisfaction.
KPIT Technologies Limited
Associate Operational Manager
08.2010 - 10.2020
Job overview
- Oversee production planning, scheduling & management activities within organization
- Releasing production orders, sub contraction PR's to shop floor, Re work order's Capacity planning in SAP, material planning, inventory control, Leading & developing with three coworkers
- Coordinates production inputs like ram material, drawings, TPI inspections, Develop production plan, Budget & timelines according to production specifications
- Determine production based on plant capacity & production specifications
- Plan work flow & schedules for production department
- SAP access allocation as per roll assigned through GRC workflow Monitor production status & ensure timely delivery Material planning which includes raw material, hardware required for production Identify delays & accordingly reschedule to meet deadlines
- Assist in production risk assessment & mitigation activities Provide excellent customer service & ensure customer satisfaction Conduct daily meetings to keep track of production schedules
- Resolve production issues & escalate unresolved issues to management
DECCAN HONDA Pvt ltd
Manager
05.2008 - 08.2010
Job overview
- Monitors and controls performance of department using appropriate reports, tracking systems
- Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed
- Forecasts goals and objectives for department and strives to meet
- Monitors technicians' daily productivity reports
- Handle customer inquiries and respond to their needs in cool, courteous and prompt manner
- Ensure customer satisfaction at highest level through effective services and repairs.
PREMIER Ltd
Executive After sales & service network expansion
06.2006 - 08.2008
Job overview
- On customer sites but occasionally in the company service workshop provide Support for installation, commissioning activities, field troubleshooting and Trained Technicians
- Provide telephone technical support to Dealers as and when required
- Warranty claim inspection and settlement
- Develop New Service Stations.
Wonder Cars P.Ltd
Service Advisor
05.2004 - 06.2006
Job overview
- Assisted customers in taking road test to understand their concerns and Prepare job-card
- Testing & Troubleshooting of Vehicle
- Explain to customers what kinds of repairs or servicing their car needs, and make cost estimates for the work
- Track repair status and fill out reports detailing the time spent on repairs and expenses for parts
- Provide customer service and schedule service appointments.
HEM Agencies P.Ltd
Supervisor
01.2002 - 05.2004
Job overview
- Coordinate, supervise and participate in the repair and servicing
- Diagnose, supervise and participate in skilled and semi-skilled repairs of mechanical defects
- Determine priority of work orders and their assignment to personnel; plan, organize and schedule work flow of employees as assigned
- Conduct in-service training programs for employees with equipment suppliers for new techniques in mechanical repairs.
Education
MSBTE, Government Polytechnic Pune
Diploma Mechanical Engineering, Second class from Mechanical Engineering
08.1998 - 04.2002
University Overview
- Class: Second class
- Percentage: 52.33%
Skills
Personal Information
Date of Birth: 04/15/78
Timeline
Associate Operational Manager
KPIT Technologies Limited
08.2010 - 10.2020
Manager
DECCAN HONDA Pvt ltd
05.2008 - 08.2010
Executive After sales & service network expansion
PREMIER Ltd
06.2006 - 08.2008
Service Advisor
Wonder Cars P.Ltd
05.2004 - 06.2006
Supervisor
HEM Agencies P.Ltd
01.2002 - 05.2004
MSBTE
Diploma Mechanical Engineering, Second class from Mechanical Engineering
08.1998 - 04.2002
Manager Customer Support- Vehicle tracking device , Mobile wireless chargers in cars, USB chargers, Electric vehicle Chargers
UNO Minda Limited
8 2020
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