Ankur Aich
Malda
Summary
Results-driven professional with expertise in process improvement, quality assurance, and employee development. Achievements include enhancing operational efficiency and increasing customer satisfaction through effective training and cross-functional collaboration.
Overview
10
10
years of professional experience
Work History
Service Drona
Tata Motors
Siliguri
05.2025 - Current
- Conducted Kaizen events, resulting in continuous improvements in safety, quality, delivery, and cost reduction, revenue, CSI
- Developed surveys measuring employee satisfaction with the overall quality of process training received.
- Reduced process lags by managing employees and training on best practices to ensure optimal productivity.
- Conducted regular training sessions for new hires on various aspects of customer service processes.
- Identified areas where additional training may be needed among staff members regarding proper return processing procedures.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conducted regular process audit reviews to identify issues related to product or process quality.
- Prepared reports summarizing safety audit findings and recommended corrective action.
- Worked with cross-functional teams to achieve goals.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed daily customer inquiries and complaints through phone and email channels.
- Analyzed customer feedback to identify areas for service improvement.
- Monitored team performance metrics to ensure quality service delivery.
- Ensure the implementation of the Checksheet by the Service team to reduce TAT, RC, and NC cases, and increase CSI, revenue, and PSF score.
- Conducted training to improve the performance of Service Advisors, CROs/CREs/CRMs, Floor Supervisors, Workshop Managers, etc.
Techliner; Fleet Coordinator
Mahindra Last Mile Mobility
Ranchi; Kolkata
03.2024 - 05.2025
- Provided technical support to the technical team.
- Provided technical training to the service team.
- Responsible for the approval of parts replacement in any vehicle (ICE and EV).
- New product training for the service team.
- Identify the root cause of the failure.
- Ensuring in-house training of the dealership to develop skills.
- Develop the skill matrix and the performance score of the Coteks.
- Managed daily fleet operations ensuring timely vehicle maintenance and inspections.
- Coordinated vehicle scheduling to optimize transportation efficiency and reduce downtime.
- Trained staff on vehicle operation procedures and safety protocols for enhanced performance.
- Analyzed fleet performance data to identify areas for operational improvements and efficiency.
- Coordinated with vendors for parts ordering, repairs and services.
- Resolved customer complaints regarding service issues or delays in delivery times.
- Prepared weekly report summarizing key performance indicators for senior management review.
- Identified gaps and opportunities for improvements and implemented corrective action to maintain optimal fleet performance.
Assistant Teacher
North Point English Academy
Malda
10.2018 - 02.2024
- Assisted lead teacher in planning and implementing lesson plans.
- Communicated effectively with parents regarding student progress and classroom events.
- Collaborated with colleagues to design inclusive learning experiences for diverse learners.
- Monitored student behavior and provided guidance to promote respectful interactions.
- Interacted positively with children to encourage development and involvement in activities, treating each child with dignity and respect.
- Communicated regularly with parents, teachers, and administrators regarding student progress and needs.
- Created calm and disciplined classroom environment to improve student focus.
- Provided individualized instruction to students who needed additional assistance.
- Observed student performance and analyzed individual records to assess progress.
- Provided one-on-one help to struggling students during study hall sessions.
- Encouraged critical thinking skills among students by posing thought-provoking questions during class discussions.
- Planned and implemented lessons using various teaching strategies to meet diverse student needs.
Fleet Manager
JK Tyre & Industry
Kolkata
05.2018 - 09.2018
- Responsible for Sales.
- Responsible for Service.
- Responsible for Cause of Tyre wear and tear.
- Responsible for Drivers training program.
- Continuous touch with the Fleet owners for support regarding Sales, Service, & Training.
- Looking for New Fleet customers.
- Regular visit to the Fleet yards for smooth operations.
GM; SM; AWM; SA
In various authorized Automobile Dealer
Malda; Kolkata
08.2015 - 05.2018
- Oversaw daily operations to ensure efficient workflow and productivity.
- Managed staff scheduling and resource allocation for optimal performance.
- Developed and implemented strategic plans to enhance operational effectiveness.
- Facilitated training programs to improve team skills and knowledge.
- Cultivated a positive work environment through effective communication and leadership.
- Monitored financial performance to ensure budget adherence and resource management.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Tracked monthly sales and services to generate reports for business development planning.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
Education
B. Tech - Automobile Engineering
MCKV Institute of Engineering
Liluah07-2015
Diploma - Automobile Engineering
Malda Polytechnic, Malda
Malda07-2012
ICSE - 10th Exam
The St. Xavier's School
Malda03-2009
Skills
- Process improvement
- Technical training
- Quality assurance
- Customer feedback analysis
- Data reporting
- Fleet management
- Cross-functional collaboration
- Employee development
- Problem solving
- Team leadership
- Conflict resolution
- Public speaking
- Training & Development
- Project planning
- Time management
- Vehicle inspection
Languages
English
Proficient (C2)
C2
Bengali
Native
Native
Hindi
Advanced (C1)
C1
Accomplishments
3rd prize of the STAR PARIVAR AWARDS (EAST ZONE), MFCS, for Revenue, TAT, and CSI.
Hobbies
- Cricket
- Music
- Travelling
Timeline
Service Drona
Tata Motors
05.2025 - Current
Techliner; Fleet Coordinator
Mahindra Last Mile Mobility
03.2024 - 05.2025
Assistant Teacher
North Point English Academy
10.2018 - 02.2024
Fleet Manager
JK Tyre & Industry
05.2018 - 09.2018
GM; SM; AWM; SA
In various authorized Automobile Dealer
08.2015 - 05.2018
B. Tech - Automobile Engineering
MCKV Institute of Engineering
Diploma - Automobile Engineering
Malda Polytechnic, Malda
ICSE - 10th Exam
The St. Xavier's School