CHETAN MEHRA

• Led a team of 25 Level 1 Diagnostics Analysts supporting Engine and Power Generation customers across NAM regions.
• Managed 24x7 contact centre operations, ensuring achievement of Service Levels, CSAT, Quality, Adherence, and Productivity KPIs.
• Drove operational excellence through workforce management, performance coaching, and continuous improvement initiatives.
• Acted as the primary point of contact for stakeholder management, collaborating with business leaders, technical experts, and cross-functional teams.
• Led customer escalation management and ensured timely resolution of critical technical support cases.
• Managed end-to-end transition and stabilization of new processes, products, and support programs within the contact canter environment.
• Utilized Salesforce CRM for case management, workflow optimization, reporting, and process enhancements. (Ticketing, Email to Cae, Phone to Case)
• Leveraged Genesys and Netrix platforms for contact canter operations, performance monitoring, and resource utilization.
• Conducted data-driven performance reviews, root cause analysis, and action planning to improve operational metrics.
• Supported recruitment, onboarding, training, and development of technical support personnel.
• Established and maintained SOP compliance, quality standards, and governance processes.
• Developed operational dashboards and management reports to provide business insights and performance visibility.
• Fostered a customer-centric culture focused on delivering exceptional support experiences and first-contact resolution.
• Collaborated with engineering, product support, and field service teams to drive effective diagnostic support and issue resolution.
• Identified and implemented process improvement and automation opportunities to enhance efficiency and customer satisfaction.

Core Skills: Team Leadership • Contact Centre Operations • Stakeholder Management • KPI Management • 24x7 Service Delivery • Salesforce CRM • Genesys • Netrix • Escalation Management • Process Transition • Performance Coaching • Customer Experience • Operational Excellence • Workforce Management • Continuous Improvement.

• Ensure that KPIs, SLAs and assignments are delivered above target
• manage teams using a clearly documented continuous improvement approach
• Escalations handling
• Identify skills gaps in team members, administering appropriate training, coaching and performance management to ensure they are qualified to perform
• Monitored inbound communication flows against staffing levels for timely customer response and issue resolution.
• Remained actively involved in day-to-day team activity, leading by example to achieve KPIs.
• Scheduled staff roster to meet peak and seasonal call traffic for efficient, reliable customer care provisions.
• Maintained productive environments focused on providing quality customer service, and upholding company reputation.
• Identify, recommend and implement process and product improvements
• Coordinated cross-functional teams to reduce response and resolution time
• Motivated staff to build positive, productive workplaces with excellent satisfaction and retention ratings.

• Troubleshooting & Diagnosis on BSIV & BSVI exhaust system
• Product Technical Support
• Training to technicians and customers
• Preparation of warranty Reports
• Reporting design issues to Quality or R & D teams
• Attending Zero km complaints at production units
• Service support
• managing issues on Dealership in designated region
• BSVI exhaust system vehicle level testing
• Test reports making
• Escalating field issues to concerned departments

• Manpower handling
• Fleet Management
• Strategic Planning
• Operation / Maintenance
• Cross Functional Coordination
• Training and counselling
• Preparation of Reports
• Warranty Handling
• E-learning
• accidental claims handling
• Co-ORDINATION WITH Vendors