Summary
Overview
Work History
Education
Skills
Websites
Otherexperience
Personal Information
Languages
Hobbies and Interests
Timeline
Generic
ARIJIT GHOSH

ARIJIT GHOSH

Pune

Summary

Service-oriented professional focused on delivering exceptional customer experiences to drive consistent revenue growth. Coordinates resources to meet expected business and customer demands. Sales expert, organized decision-maker and strategic planner with top-notch interpersonal and communication skills.

Overview

10
10
years of professional experience

Work History

General Manager Customer Experience

Mercedes-Benz Silver Star
Pune
11.2023 - Current
  • Responsible for increasing the Throughput and PMs with maximum profitability
  • Responsible for maintain all Goodwill (CRM 50-50, TEV, SGA)
  • Responsible for increasing Response Rate, CSI rating and NPS
  • Carrying out retention activities to ensure POM targets are achieved
  • Responsible for maintaining Complaint Ratio by conversions and home visits to resolve concerns
  • Ensuring all SFU calls are connected by doing the data correction wherever required in SFDC
  • Preparing RCA and PDCA effectively to ensure
  • Conducting daily and weekly meetings with all departments to ensure implementation of PDCA
  • End to End Courtesy Car Management
  • Database handling – Preparing and allocating data to various CEEs based on skill set and productivity and incentivizing accordingly.

Branch Head

Mercedes-Benz Silver Star
Pune
11.2022 - 11.2023
  • To ensure process adherence for all departments
  • Responsible for maintaining Star Workshop parameters
  • Maintaining outstanding in line with credit period
  • Responsible for maintaining all POM parameters
  • Increasing service revenue with focus on VAS and Labour
  • Awarded the Best in Luxury Experience-CS H1 2023
  • Reduced external repeat repairs to less than 10%
  • Increased Overall Retention by 4%

Priority Relationship Manager

Mercedes-Benz Silver Star
Pune
01.2022 - 11.2022
  • Responsible for coordinating Customer engagement initiatives
  • Responsible for increasing the Throughput and PMs
  • Monitoring of inbound and outbound calling done by CEE callers
  • Courtesy car availability and deployment
  • Registering and resolving internal complaints in E-Dealer and with customer visits and interaction
  • Managing and coordinating pickups, drops and PDE’s
  • Monitor all SFU calls
  • Data management by providing and sorting all the data sources for the CEE (telecallers)

Customer Relationship Manager

AutoMechanica
Pune
12.2019 - 01.2022
  • Handling all the client escalations end to end
  • Setting up and handling the Google My Business account
  • Responsible for maintaining Google reviews and ratings
  • Maintaining the best Possible NPS score by providing end to end support for all escalations individually
  • Crucial involvements in the client recovery process
  • Handling the referral programs for customer retention
  • Making all the feedback calls and capturing VOC
  • Making sales calls by calling the new leads
  • Involvement in workshop Operations
  • Ensuring stock management for the workshops.

Client Relationship Manager

CarOK
Pune
03.2018 - 12.2019
  • Responsible for setting up the entire Escalation and Complaint management process
  • Carried out monthly detractor analysis to maintain customer satisfaction
  • Handling all the escalations and ensuring resolution
  • Setting up and handling the Google My Business account
  • Carrying out society activities and referral programs to ensure customer loyalty
  • Complete involvement in the recovery and legal matters
  • Ensuring stock management for the partner workshops.

Key Accounts Manager

GHATGE PATIL TRANSPORT PVT LTD
Pune
12.2016 - 03.2018
  • Conducting Detailed Weekly Sales Review of the entire sales team every Monday along with the Managing Director and all Departmental Heads
  • Prepared regular reports of progress and forecast of the Key Clients for the entire GPT network
  • Resolved delivery and damage issues faced by clients and gave them real time solution to maintain trust
  • Was responsible for allocating branch wise sales incentives based on performance and bookings
  • Played an integral part in setting new sales target every month and ensured the team put collective efforts towards achieving the same
  • Approving rate requests of the shipments from booking to delivery end based on the market trend and operations cost
  • Maintaining relationship and ensuring on time delivery for the Key Clients of Pune and Mumbai region
  • Single handedly implemented QLC FieldSense, a sales force tracking application for the entire sales team
  • Acquired major clients for Pune city and managed the internal team to work in line with the customers’ requirements
  • Lead a team of management interns in Market research for collecting primary data & identifying potential franchises for the project
  • Prepared and executed a GTM Plan for the Velocity project
  • Gave Field Sense training to the sales team during inductions.

Research Project

SUT Hospitals
11.2016 - 02.2017
  • The main objective of the project was to identify India –as the Global Medical Hub
  • Active participation in the research work to understand how India has become a global destination for medical tourism over the last decade.

Summer Intern

Sree Uthradom Thirunal (SUT) Hospital
Trivandrum
05.2016 - 07.2016
  • The main objective of the project was to identify India –as the Global Medical Hub
  • Active participation in the research work to understand how India has become a global destination for medical tourism over the last decade.

Customer Relations Associate

Tech Mahindra Business Services
Pune
01.2015 - 07.2015
  • After clearing 2 months of training, became a part of the COTI Team, retaining high end business customers from UK and providing them with the best possible plans & solution, being the last point of contact.

Technical Advisor

IBM Daksh (Concentrix)
Pune
02.2014 - 01.2015
  • After clearing 2 months of training, was responsible for troubleshooting and solving Wi-Fi, internet and PC related issues for customers in the UK.

Education

Master in Business Administration - Marketing Management -

SINHGAD INSTITUTE OF MANAGEMENT – UNIVERSITY OF PUNE
01.2017

B.Com - Marketing -

MAEER’S ARTS, COMMERCE AND SCIENCE COLLEGE
01.2013

Skills

  • Minitab
  • MS Office
  • Business in a Box

Otherexperience

  • Six Sigma Green Belt, Ghatge Patil Transports- Participated as a team member in the Customer Relationship Management by working on the Six Sigma tool - Minitab.
  • Was a part of the cast in the Make in India Street play, performed at University of Pune.
  • Participated in HR Paradigm Shift 2015 in MIT College of Management, Pune.
  • Volunteered at the National Conference on “Make in India – Prospects and Challenges” held at Sinhgad Institute of Management.

Personal Information

  • Date of Birth: 01/19/1993
  • Nationality: Indian
  • Marital Status: Married

Languages

  • English
  • Hindi
  • Bengali
  • Marathi
  • Asamese

Hobbies and Interests

Watching Documentaries, Playing Football, Exploring Music Genres

Timeline

General Manager Customer Experience

Mercedes-Benz Silver Star
11.2023 - Current

Branch Head

Mercedes-Benz Silver Star
11.2022 - 11.2023

Priority Relationship Manager

Mercedes-Benz Silver Star
01.2022 - 11.2022

Customer Relationship Manager

AutoMechanica
12.2019 - 01.2022

Client Relationship Manager

CarOK
03.2018 - 12.2019

Key Accounts Manager

GHATGE PATIL TRANSPORT PVT LTD
12.2016 - 03.2018

Research Project

SUT Hospitals
11.2016 - 02.2017

Summer Intern

Sree Uthradom Thirunal (SUT) Hospital
05.2016 - 07.2016

Customer Relations Associate

Tech Mahindra Business Services
01.2015 - 07.2015

Technical Advisor

IBM Daksh (Concentrix)
02.2014 - 01.2015

Master in Business Administration - Marketing Management -

SINHGAD INSTITUTE OF MANAGEMENT – UNIVERSITY OF PUNE

B.Com - Marketing -

MAEER’S ARTS, COMMERCE AND SCIENCE COLLEGE

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