Hi, I’m
ATIN VISHWAKARMA
DGM - Customer Support
Kolkata
Summary
Visionary leader with over 26 years of multi-faceted expertise in Customer Support Management and Key Account Management at Tata Motors. Proven track record in the Commercial Vehicle Division, specializing in ILMCV, M&HCV, Buses, and Small Commercial Vehicles. Expert in strategic leadership, customer experience optimization, and leveraging data analysis to drive product reliability and market share growth.
Overview
27
years of professional experience
4
years of post-secondary education
Work History
Planned Career Break
04.2025 - Current
Job overview
- Professional Development: Dedicated time to strategic rejuvenation and skill enhancement following a distinguished 26-year tenure at Tata Motors.
- Skill Enhancement: Engaged in continuous learning regarding evolving trends in EV Vehicles, Telematics, and Data Analysis & Reporting Tools to remain at the forefront of the commercial vehicle industry.
- Knowledge Retention: Actively maintained a network of industry contacts and stayed updated on market trends in ILMCV, M&HCV, and Buses segments.
- Strategic Planning: Continuing to refine methodologies for Service Delivery Excellence and Service Quality Improvement for large-scale fleet operations.
TATA MOTORS
DGM Customer Support Manager – ILMCV
06.2017 - 03.2025
Job overview
- Managed key accounts for institutional, corporate, and government clients, leading customer success initiatives.
- Achieved a 90% customer satisfaction score for FY2024-25 by launching a customer feedback loop integrated into product development.
- Drove a 60% reduction in vehicle breakdowns and a 47% reduction in complaints through technical training and the establishment of a Customer Success Centre.
- Increased market share by 30% in the 19T segment (West Bengal) and 3% in the 7T segment (Jharkhand) through optimized customer engagement, market research, pre-sale engagements and post-sales support.
- Championed product reliability by analysing complaints.
- Optimized spare part stocking strategies and expanded the network by 30 ancillary workshops, reducing turnaround time by 20%.
TATA MOTORS
Divisional Manager
06.2014 - 05.2017
Job overview
- Incorporated field inputs into product design reviews and launched new Ultra Buses under the JNNURM 2 initiative.
- Authored critical technical documentation including Workshop Manuals and Training Handouts.
- Strengthened structural components, including the Winger Ambulance body shell and Ultra chassis frames.
TATA MOTORS
Regional Service Manager – Bus North
07.2010 - 05.2014
Job overview
- Managed bus fleets for state transport undertakings, maintaining over 97% uptime for DIMTS private cluster depots.
- Minimized downtime by resolving root causes of AC engine failures for the Uttarakhand Transport Corporation.
TATA MOTORS
Area Service Manager – UP & Uttarakhand
04.2007 - 06.2010
Job overview
- Increased CSI score from 64 to 80 and reduced average customer resolution time by 37.5%.
- Expanded operational reach by establishing 30 additional workshops and boosted reconditioned unit sales by 300%.
TATA MOTORS
Customer Support Manager
07.1998 - 04.2007
Job overview
- Progressed through various roles in Jaipur, Lucknow, Jamshedpur, and Pune, contributing to business goals across the commercial vehicle segment.
Education
IT BHUVaranasi
B.Tech. from Mechanical
07.1994 - 05.1998
Skills
Strategic Planning & Leadership
Awards
- Silver Award, 2024, For exceptional Agility in delivering results.
- Silver Award, 2023, For outstanding Passion for Customer.
- Certificate of Appreciation, 2024, For consistently displaying an Owner's Mindset.
- Certificate of Appreciation, 2023, For consistently displaying an Owner's Mindset.
Timeline
Planned Career Break
04.2025 - Current
DGM Customer Support Manager – ILMCV
TATA MOTORS
06.2017 - 03.2025
Divisional Manager
TATA MOTORS
06.2014 - 05.2017
Regional Service Manager – Bus North
TATA MOTORS
07.2010 - 05.2014
Area Service Manager – UP & Uttarakhand
TATA MOTORS
04.2007 - 06.2010
Customer Support Manager
TATA MOTORS
07.1998 - 04.2007
IT BHU
B.Tech. from Mechanical
07.1994 - 05.1998