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
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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 .
Senior Vice President – Supply Chain at Apollo Supply Chain (Part of Apollo Tyres Group)Senior Vice President – Supply Chain at Apollo Supply Chain (Part of Apollo Tyres Group)