Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Generic
ANUB ANTONY

ANUB ANTONY

CSM-OE & IB South
Chennai,Tamil Nadu

Summary

  • 16+ years of experience in Customer Service, Sales & Marketing .
  • A result-oriented professional with expertise in providing Corporate Customer Services, Product complaints, Managing New Product Handling Issues, Manpower utilization, Documentation and Representing company before customer.
  • Resourceful with the ability to assess all Customer Concerns and Producing professional results while adhering to guidelines
  • Expertise in Attaining Maximum Customer Satisfaction, Customer Retention, more productivity, Maintain Hygienic Environment, Delivering Job Satisfaction to Team
  • Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
  • Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

18
18
years of professional experience
4
4
years of post-secondary education
5
5
Certificates
4
4
Languages

Work History

Customer Service Manager OE & IB - South

Apollo Tyres Ltd
Chennai, Tamil Nadu
10.2021 - Current
  • Business development at all stages to achieve the targets and goals set for South region ( 17 OEs,35 Locations)
  • Handling Complaint escalations of South region, TAT management of all categories as per SLA
  • Preparation & publishing of MIS of Line rejections, PPM, New defectives, CAPA Dashboard and complaint escalation
  • Capturing all quality issues & ensure timely closure (CAPA submission) to enhance the line quality and work towards zero PPM
  • Conceptualize new service initiatives and implement in an effective manner i.e., Digitalisation complaint management
  • Coordinate with R&D, QA, RBU CSMs and Technology team for sharing required regulatory documents of products
  • Initiate product survey/studies and analyse to feed to CS, RBU team & R&D group for continuous improvement in product
  • Coordinate for the field evaluation of test tyres w.r.t. benchmark tyres and ensure new business
  • Engagement with OEM field service team, training centres to improve brand perception, reduce complaints & escalations
  • Ensure compliance of departmental systems & processes as per IATF
  • Conduct periodic service audits to ensure compliance as per guidelines
  • Leading GEM portal business for participation in Defence Bids for Apollo Tyres
  • Responsible for capturing C-sat (Pan India), publishing the score across organization & implementation of action plan for various departments
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Researched and corrected customer concerns to promote company loyalty.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Negotiated contracts with outside carriers to minimize costs to company and customers.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.

Manager CS OE & IB - South

Apollo Tyres Ltd
Chennai, Tamil Nadu
04.2019 - 09.2021
  • Redresser & Closure of line rejection complaints escalated by OE
  • OE Quick Base portal Management for escalation of OE Line rejections
  • Follow-up & closure of Escalated OE Field Complaints with Support of Field Team
  • Collection of Customer Satisfaction Survey of OE’s
  • Coordinate for the field evaluation of test tyres w.r.t
  • Feedback from benchmark tyres of OE
  • Initiate product survey/studies and analyze to feed to CS, RBU team & R&D group for continuous improvement in product
  • Support on onboarding for digital complaint redressal platform with Regional OE service teams
  • C-Sat Score OE
  • MIS – Line rejections -Monthly
  • Schedule & Impart OE Training
  • Ensure smooth business & product quality with all OEMs
  • Co-Ordination with R&D, plant QA / field service teams
  • Product evaluation, Competition info & draw inferences to support business

Asst.Manager CS - OE & IB - South

Apollo Tyres Ltd
Chennai, Tamil Nadu
04.2016 - 03.2019
  • Product complaint management of OEMs in southern region
  • Field escalated complaint management.
  • Coordination with OE R&D and QA team for timely submission of various quality certificates and technical documents for audits.
  • Engagement and relationship building with OE Customer service departments for various joint activities.
  • Supporting R&D in monitoring the product performance for new products introduction.
  • Collecting and publishing monthly vendor ratings of various OEMS with detailed study
  • Delivered exceptional customer service to grow business, resolve issues and maximise customer experience.
  • Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
  • Implementing digital complaint management to reduce the TAT.

Customer Service Engineer

APOLLO TYRES LTD
07.2012 - 03.2016
  • OEM in OE Institutional Business
  • Current Role & Responsibility
  • Monitoring Development/Testing/approval with timeline
  • OEM concern closing and CAPA submission, Response time -2 days and CAPA closure time – 5 days
  • Line rejection inspection and monitoring
  • Rating to be best among tyre vendors with select PCR OEM on service and quality parameter
  • Specific Projects with OEMs and demand generation activities with field team
  • Training Support to field force at OEMs
  • Identifying the needs and Liaoning with OEMs
  • Franchisee training s at OEMs – Base Locations
  • Brand establishment in the field
  • Organizing events with OEMs
  • Monitoring the new products launched
  • Field Support in terms of Claims management

Technical Service Engineer

Apollo Tyres Ltd
Gurgaon
10.2010 - 06.2012
  • Identification and Prospection of right business partner and end users
  • New and repeat demand generation
  • Quality Assurance, Network and Fleet Management
  • Implementing 360 degree solution to the customers
  • Coordinating the after sales service with the customers and the technical services associates
  • Give techno-commercial support & training to internal team and external (business partners)
  • Organizing and implementing customer awareness programs/product Shows & campaigns.
  • Performed troubleshooting and repair for complex electrical equipment.

Senior Officer , Functional Asst Manager

Orix Auto Infrastructure Services Ltd
Gurgaon
11.2009 - 10.2010
  • Handling and managing day to day workshop floor operations and activities
  • Handling of workshop equipments, tools and machineries
  • Handling of manpower issues and manpower training schedules
  • Planning of workshop workload flow
  • Customer handling.
  • Produced reports each month outlining service metrics.
  • Evaluated hiring, firing, and promotions requests.
  • Modified inventory control programs to maintain and enhance annual business plan.

Pro Service Engineer

Adecco Flexone Solutions Pvt Ltd deployed at IYM
Surajpur
02.2008 - 10.2009
  • Accountable for independently carrying out the Service Operations from the fault analysis till the approval from the client and dispatch
  • Accountable for Coordinating with clients for the approval
  • Accountable for availing any sort of material/requirement
  • Accountable for fulfilling project requirements
  • Preparation of Inspection report
  • Co-ordinate between various depts
  • For the technical inputs.
  • Proved successful working within tight deadlines and a fast-paced environment.

Service Advisor

Harpreet Motors Pvt Ltd
New Delhi
07.2006 - 01.2008
  • Managing front office for creating of customer Jobcard
  • Documented problems and corrective actions to maintain records.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Developed estimates by costing materials, supplies, and labor.
  • Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
  • Educated customers regarding regular maintenance protocols to preserve vehicle condition.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.

Service Advisor

Him Motors Pvt Ltd
New Delhi
06.2005 - 04.2006
  • Software exposure
  • Developed estimates by costing materials, supplies, and labor.
  • Documented problems and corrective actions to maintain records.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Suggested additional services to customers in order to meet upsell goals.

Education

Bachelor of Engineering - Automobile Engineering

KLN College of Engineering
Madurai
08.2001 - 05.2005

Skills

    Inter-department collaboration

undefined

Accomplishments

  • Introduction of digital App for complaint management for HMIL and TAFE
  • Apollo branding at Ashok Leyland Service and Driver training centres Pan India wise
  • Collaborated with team of five in the development of Quick Base app for OE complaint management .
  • Resolved product issue through consumer testing.

Certification

Lean Six SIgma Yellow Belt

Interests

Long Travel

Cooking

Timeline

Lean Six SIgma Yellow Belt

02-2023

Apollo Total Quality Management

01-2023

Internal Auditor of QMS on IATF 16949:2016

07-2022

Six Sigma White Belt

02-2022

Customer Service Manager OE & IB - South

Apollo Tyres Ltd
10.2021 - Current

Grey Certification - Apollo Certification

11-2020

Manager CS OE & IB - South

Apollo Tyres Ltd
04.2019 - 09.2021

Asst.Manager CS - OE & IB - South

Apollo Tyres Ltd
04.2016 - 03.2019

Customer Service Engineer

APOLLO TYRES LTD
07.2012 - 03.2016

Technical Service Engineer

Apollo Tyres Ltd
10.2010 - 06.2012

Senior Officer , Functional Asst Manager

Orix Auto Infrastructure Services Ltd
11.2009 - 10.2010

Pro Service Engineer

Adecco Flexone Solutions Pvt Ltd deployed at IYM
02.2008 - 10.2009

Service Advisor

Harpreet Motors Pvt Ltd
07.2006 - 01.2008

Service Advisor

Him Motors Pvt Ltd
06.2005 - 04.2006

Bachelor of Engineering - Automobile Engineering

KLN College of Engineering
08.2001 - 05.2005
ANUB ANTONYCSM-OE & IB South