AKASH KUMAR DASH
Customer Care Manager
Bhubaneswar
Summary
Dynamic customer service management professional dedicated to elevating client satisfaction and optimizing operational processes. Proven track record in resolving complex issues, enhancing customer experiences, and fostering a collaborative team environment. Exceptional communication, problem-solving, and leadership skills support adaptability to evolving challenges while consistently delivering impactful results. Committed to driving excellence in service delivery and cultivating long-term client relationships.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Customer Care Manager
SML Mahindra Ltd
12.2024 - Current
- As a Customer Care Manager, I am looking for an overview of Odisha’s dealerships and their activities, channel services, and overall activities for a customer-centric approach that is profitable for the company’s growth.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Established positive relationships with clients, leading to increased customer loyalty and retention.
Warranty In charge
VE Commercial Vehicles Ltd
06.2022 - 12.2024
- As Warranty In-Charge, I’m looking after the overall warranty and commercial decisions, warranty claim submission, making FIR technical failure reports, and handling failed parts.
- In spite of this, make a campaign for dealer development, company-related activity, and settlement.
Senior Service Advisor
PPS Motors PVT.LTD (AMPL group of Company)
08.2021 - 06.2022
- As Senior Advisor, I handled the overall activity of the workshop and managed the CAM customer within SLA, maintained workshop responsiveness, tracked the process gap, and built the business operation plan.
Dealer Process Executive
VE Commercial Vehicles Ltd
02.2019 - 08.2021
- As a DPE I handled 1 COCO workshops for process execution on behalf of Retail Excellence.
- I learnt the processes of workshop and used to make Case management when critical failure occur and connect with uptime.
- I monitor all process parameters to assist and guide in sustenance and growth of workshop.
- During this period I got promoted as Service Advisor in COCO Sambalpur where I maintained QOC to above 90% and enhanced customer satisfaction.
Service & Maintenance Engineer
Precision Weighing Systems Pvt Ltd.
08.2016 - 12.2018
- As a Service Engineer my role was enhancing company’s service at client’s doorstep with smooth operation & ensured reduction of TAT through adherence of PRISM process.
- I worked in departments (Production, Maintenance and Quality) Where I learnt and performed in SOP formation, Customer dealing skills, Market analysis, control plan formation and establishing new network for supply demand.
Education
B.Tech - Mechanical Engineering
Majhighariani Institute of Technology & Science
Rayagada, Orissa05-2016
12TH / Intermediate - Science
Sandilya College of Science & Commerce
Sambalpur, Odisha01-2012
10TH/ Matriculation -
Saraswati Shishu Vidya Mandir
BrajrajNagar, Jharsuguda01-2010
Skills
Customer satisfaction measurement
Complaint handling
Training and mentoring
Documentation and reporting
Continuous improvement
Escalation management
Projects Management
Team management
Brand representation
Interests
Singing
Playing Chess
Volunteer Work
Watching motivational videos
Reading stories
Timeline
Customer Care Manager
SML Mahindra Ltd
12.2024 - Current
Warranty In charge
VE Commercial Vehicles Ltd
06.2022 - 12.2024
Senior Service Advisor
PPS Motors PVT.LTD (AMPL group of Company)
08.2021 - 06.2022
Dealer Process Executive
VE Commercial Vehicles Ltd
02.2019 - 08.2021
Service & Maintenance Engineer
Precision Weighing Systems Pvt Ltd.
08.2016 - 12.2018
B.Tech - Mechanical Engineering
Majhighariani Institute of Technology & Science
12TH / Intermediate - Science
Sandilya College of Science & Commerce
10TH/ Matriculation -
Saraswati Shishu Vidya Mandir
Traveling,Music,Social media engagement
Traveling,Music,Social media engagement