Dinkar Khod
Aurngabad
Summary
Service-oriented Group GM customer service 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
18
18
years of professional experience
1
1
Certification
Work History
Group General Manager- Customer Service
Brijyog Motors Pvt Ltd
Beed, Osmanabad & Dharashiv
04.2024 - Current
- Recruited, interviewed and hired qualified staff for open positions.
- Trained employees on duties, policies and procedures.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Guided management and supervisory staff to promote smooth operations.
- Administered employee discipline through verbal and written warnings.
- Developed service and sales strategies to improve retention and revenue.
General Manager-Service
Satish Motors Pvt Ltd
Aurngabad
12.2018 - 03.2024
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Several reports sent to the accounts department for account reconciliation, e.g. Service revenue reports, Warranty reports, body shop delivered vehicles details with payments, and credits invoice reports (credit given to regular customer & approved vendor payment tracking).
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Oversaw training of more than 50 team members.
General Manager-Service
Pagariya Auto Pvt Ltd
Aurngabad
09.2017 - 11.2018
- Looked 5 service outlets and one Body entire shop operations.
- Overall business head of dealership and responsible for business growth, expansion, manpower planning, infrastructure development and customer satisfaction.
- Plan, organize, lead and control total service management operations.
- Set and monitor service performance targets for workshop.
- Monitor customer satisfaction reports and trends.
- Conduct weekly/monthly meetings for analysis of key performance indicators (productivity, efficiency, labour earnings, and parts Consumed in workshop, etc.)
- Monitor complaint resolutions and analyses complaints generation, countermeasure for improvement.
- Plan and recruit workshop manpower. Plan and implement good HR practices like appraisal system, incentives and recognition schemes.
- Promote customers satisfaction by planning effective appointment system, service reminder systems, loyalty programs like AMCs, etc.
- Ensure MSIL infrastructure standards are maintained, policies and procedure are followed.
Service Manager
Aadyam Automobiles
Aurngabad
07.2015 - 08.2017
- Generate stable profitability for dealership.
- Developed and maintained positive relationships with customers to build rapport and trust
- Analyzed service reports to identify areas of improvement
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Increased service revenue by 30%.
Service Manager
Majestic Honda
Ahmednagar
09.2012 - 06.2015
- Implemented strategies to increase customer service satisfaction ratings.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Monitored service staff performance and provided feedback for improvement.
- Resolved customer complaints in professional and timely manner.
- Developed department processes and procedures to boost customer satisfaction.
- Monitored inventory levels and placed orders to replenish stock.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Hired, trained and supervised team of service staff members to meet business goals.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Assistant Service Manager
Yash Cars
Beed
02.2010 - 08.2012
- Met Min.15 customers/day to discuss service needs and offer available solutions.
- Guided techs on automotive repair, tool usage, and equipment operation.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Resolved customer complaints in professional and timely manner.
- Developed department processes and procedures to boost customer satisfaction.
- Analyzed service reports to identify areas of improvement.
- Trained 40 less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
- Developed department processes and procedures to boost customer satisfaction
- Analyzed service reports to identify areas of improvement
Body Shop Manager
Achal Automobile / Kankariya Auto
Solapur/Ahmednagar
06.2006 - 01.2010
- Examined near about 90 damaged vehicles/month to determine degree of structural and mechanical damage.
- Stocked shop with equipment, parts and other resources to promote timely service.
- Monitored maintenance of paint booths, frame-straightening materials and fixed assets to enhance longevity and long-term value.
- Implemented business development, customer service and maintenance strategies resulting in increased production yield.
- Prepared work orders by describing repair and replacement services required, obtaining approval signatures and entering orders into work management system.
- Supported customer service and satisfaction objectives by resolving escalated issues, establishing payment arrangements and promoting insurance renewal sales.
Education
MBA - Marketing & Operation
Karnataka State Open University
Ahmednagar03-2014
Master of Arts - Hindi
Dr.Babasaheb Ambedkar Marathwada University
Aurangabad03-2012
Bachelor of Arts - Drama
Dr.Babasaheb Ambedkar Marathwada University
Aurangabad03-2010
High School Diploma -
DAE
MSBTE Mumbai04-2004
Skills
- Schedule Management
- Public Relations
- Business Administration
- Expense Control
- Quality Management
- P&L Management
- Distribution Management
- Recruiting and hiring
- Service Quality Improvement
- Customer Relationship Management
- Workflow Planning
- Contract Negotiations
Languages
English, Hindi & Marathi.
Additional Information
- ACHIEVEMENTS & AWARDS RECEIVED-
- Made National winner Golden Hand Technician while worked with Fiat.
- Made Star Service Adviser 1st winner at Regional level.
- 2 times tires off takes vs retail target winner while worked in Honda @ West zone.
- 1st Runner up for Battery sales while worked in in Honda west zone.
- Extended Warranty awards winner of West zone while worked in Honda.
- Selected as in house surveyor from ICIC Lombard General Insurance Company in 2013.
- Made best FTIR while worked in Maruti Dealer and it was selected as quality FTIR pan india in 5 FTIR.
Certification
- Honda service management action & renovation training seminar, RTC Mumbai.
- Honda service manager seminar ,Greater Noida, Delhi.
- MSIL workshop operation training Gurgaon, Haryana.
Accomplishments
- Shortlisted as quality workshop for warranty in time process.
- Nominated as India's best workshop for overall performance.
- Top NPS scores continues to 6 months.
- 3 times winner of golden hand pan India tech skill contest.
- Achieved 2 times 900+ Honda JD power scores in JD power survey.
- Hold continuously 6 months top position in RO targets & spares parts retail targets.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Group General Manager- Customer Service
Brijyog Motors Pvt Ltd
04.2024 - Current
General Manager-Service
Satish Motors Pvt Ltd
12.2018 - 03.2024
General Manager-Service
Pagariya Auto Pvt Ltd
09.2017 - 11.2018
Service Manager
Aadyam Automobiles
07.2015 - 08.2017
Service Manager
Majestic Honda
09.2012 - 06.2015
Assistant Service Manager
Yash Cars
02.2010 - 08.2012
Body Shop Manager
Achal Automobile / Kankariya Auto
06.2006 - 01.2010
MBA - Marketing & Operation
Karnataka State Open University
Master of Arts - Hindi
Dr.Babasaheb Ambedkar Marathwada University
Bachelor of Arts - Drama
Dr.Babasaheb Ambedkar Marathwada University
High School Diploma -
DAE
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