Long Travel
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
Personnel training and development
Budgeting and reporting
Staff education and training
Effective problem solver
Excellent time management skills
Customer-focused
Team Building
Staff Management
Customer Relations
Exceptional interpersonal communication
Technical Support
Adherence to high customer service standards
Negotiation expert
Complaint resolution
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
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