Dhritiman Chakraborty
Kolkata
Summary
Business Service Manager with extensive experience at Omega Seiki Mobility, specializing in aftersales operations and dealer network enhancement. Increased customer satisfaction by 14% through targeted performance analysis and streamlined service workflows. Proficient in KPI monitoring and conflict resolution, fostering ongoing improvements in service delivery.
Overview
12
12
years of professional experience
Work History
Business Service Manager (PAN India)
Omega Seiki Mobility Pvt Ltd.
New Delhi
02.2025 - 07.2025
- Assessed Dealer Network Performance by analyzing aftersales metrics for dealerships in assigned regions
- Ensured service quality, workshop productivity, and spares availability aligned with OEM standards through DMS.
- Leveraged KPIs - CSI, First-Time-Fix Rate (FTFR) & service absorption
- Improved CSI from 63% to 77%, FTFR from 48% to 63%, avg complaint ratio from 48 % to 34%, spares with service revenue growth by 17% through the dealer network
- Collaborated with dealers to enhance customer retention by 17% and strengthen brand loyalty through retention initiatives including DMS service booking, digital feedback, and CSAT
- Implemented process improvements to streamline service workflows and reduce delays.
Operations Manager (PAN India) After Sales
Valuedrive Technologies Pvt. Ltd. (SPINNY)
Gurugram
11.2021 - 02.2025
- Monitored & specialized in Multi-Location Operations, SOP Implementation, KPI Management & Business Optimization
- Spearheaded launch of new service centers to enhance operational capacity.
- Implemented cost-control measures that improved overall budget management.
- Elevated CSI by 18% and improved NPS Score by 16%
- Minimized Repeat Repair by 18% through implementation of product development measures and vendor scorecard
- Decreased vendor labor payout by 21% through implementation of DSI at customer location using on-roll service technician
- Established customer delight score framework in product development within DMS for effective warranty/goodwill calls
- Tracked KPIs (TAT, CSAT, FTR, repeat complaints) while driving consistent improvement
- Enhanced manpower productivity by 18%, manpower efficiency by 23%, and First-Time-Fix Rate (FTFR) by 16%
- Analyzed process bottlenecks to recommend improvements for increased productivity.
General Manager-After Sales
Bharat Motors Limited (Volkswagen Division)
Bhubaneswar
04.2021 - 11.2021
- Executed aftersales business strategy in alignment with OEM/dealer objectives by delivering MIS reports on service revenue, CSI, warranty costs & absorption rate to management.
- Realized P&L targets (service revenue, parts sales, absorption rate) through enhanced productivity, efficiency, and FTFR.
- Evaluated KPIs (TAT, CSAT, FTR, repeat complaint), ensuring continuous enhancement through regular audits for spares and workshop.
- Improved parts sales by 13% through upselling, availability management, and reduced obsolescence and dead stock by 32% by rolling out a special dealer incentive plan and discounts for old vehicle model owners.
- Elevated CSI by 14%, and NPS score by 16%, decreasing the customer complaints ratio by 11%
- Secured recovery of customer credit outstanding by 85%, while achieving 83% resolution in OEM warranty claim settlements, and 73% recovery in insurance claim settlements due to dealer shutdown for funding issues.
Senior Automotive Warranty Manager
Landmark Cars (East) Private Limited (Mercedes Benz Division)
Kolkata
07.2019 - 01.2021
- Streamlined warranty claim process, ensuring accuracy and compliance with minimal rejections from MBIL.
- Facilitated in-house Goodwill approvals for critical cases, analyzing warranty expenditure and claim trends.
- Collaborated with workshop floor and CRM team to reduce fraudulent claims by 17%.
- Reduced Warranty Technical Product Report submission time by 22% through innovative training practices.
- Engaged with manufacturers to resolve complex warranty concerns and escalations.
Assistant Automotive Workshop Manager
SRM Star Pvt Ltd (Mercedes Benz Division)
Lucknow
04.2017 - 06.2019
- Addressed and resolved customer concerns to improve Customer Satisfaction Index and reduce complaints.
- Sustained high productivity and compliance with repair quality guidelines while ensuring timely service.
- Streamlined lean practices to minimize cycle time and enhance throughput, maintaining communication on repair status.
- Tracked Customer Satisfaction Index scores and implemented corrective actions through in-house training programs.
- Monitored revenue streams and controlled costs for workshop consumables and warranty rejections.
- Achieved monthly targets set by dealership and OEM consistently.
- Directed MBIL Workshop Process Technical Audit for PMGR certification, achieving 87% for first time since inception.
- Enhanced vehicle throughput from 183 to 241 per month through targeted action plans.
Automotive Warranty In-Charge
Landmark Cars (East) Private Limited (Mercedes Benz Division)
Kolkata
03.2013 - 04.2017
- Promoted high customer satisfaction by promptly resolving issues with knowledgeable service.
- Achieved zero warranty claim rejections from OEM during entire service tenure.
- Facilitated communication with Mercedes Benz India to obtain necessary approvals.
- Conducted in-house training on OEM warranty policies and compliance standards.
- Analyzed rejected claims to prevent potential revenue loss.
- Identified customer needs efficiently to enhance service delivery.
Education
Diploma - Automobile Engineering
GTTI
Kolkata04-2008
ISC - Science
VMS
Kolkata01.2003
Skills
- Aftersales and field service operations
- Dealer network optimization
- Customer retention strategies
- Warranty claim management
- Multi-location operations
- KPI analysis
- Budget management
- Conflict resolution
- Service workflow improvement
- Vendor management
- SOP development and implementation
- Audits and compliance
- Revenue generation
- TAT optimization
- Customer satisfaction measurement
- Team management
- Service delivery optimization
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Native
Native
Accomplishments
Promoted to National After Sales Manager within 8 months at Spinny (2022)
Timeline
Business Service Manager (PAN India)
Omega Seiki Mobility Pvt Ltd.
02.2025 - 07.2025
Operations Manager (PAN India) After Sales
Valuedrive Technologies Pvt. Ltd. (SPINNY)
11.2021 - 02.2025
General Manager-After Sales
Bharat Motors Limited (Volkswagen Division)
04.2021 - 11.2021
Senior Automotive Warranty Manager
Landmark Cars (East) Private Limited (Mercedes Benz Division)
07.2019 - 01.2021
Assistant Automotive Workshop Manager
SRM Star Pvt Ltd (Mercedes Benz Division)
04.2017 - 06.2019
Automotive Warranty In-Charge
Landmark Cars (East) Private Limited (Mercedes Benz Division)
03.2013 - 04.2017
Diploma - Automobile Engineering
GTTI
ISC - Science
VMS