Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Gurpreet Singh

Delhi

Summary

  • Experienced professional with 8+ years in automotive and finance industries, adept in management and business development. Expertise in maintaining high customer satisfaction and compliance standards while resolving grievances and managing Business Operations. Demonstrated ability to build and maintain relationships with stakeholders, ensuring seamless operations and superior outcomes. Committed to leveraging leadership skills to enhance team performance and drive organizational success.

Overview

9
9
years of professional experience

Work History

Strategy & Supply Manager (COE – Collections)

Cars24 Financial Services Pvt. Ltd.
Gurgaon
09.2024 - Current
  • Playing a key role within the Center of Excellence (COE) to support national collections strategy by driving high-impact projects across operations and customer lifecycle.
  • Owning Project and executing the PAN India vehicle blacklisting initiative with a focused vision to blacklist all loan-default vehicles on a free-of-cost (FOC) basis, directly boosting recovery efforts.
  • Strengthened on-ground execution by building trusted relationships with key RTO stakeholders, including ARTO and DTO officers, through personal visits and continuous coordination.
  • Delivered structured training programs for ground collections teams, improving document quality, reducing rejections, and accelerating submission timelines.
  • Actively resolving complex customer and partner escalations, ensuring prompt and empathetic resolutions that drive both compliance and satisfaction.
  • Collaborating with cross-functional teams including collections, legal, operations, and compliance to align field execution with national recovery goals.
  • Instrumental in standardizing blacklisting workflows and reporting, resulting in improved visibility, faster processing, and stronger partner confidence.
  • Reduced blacklisting TAT, and improved FTR rate on escalations.

Asst. General Manager – CRM Operations

KW Group
Noida
03.2023 - 08.2024
  • Developed comprehensive CRM strategy aligned with company goals and objectives.
  • Identified key customer segments and tailored strategies to meet specific needs.
  • Implemented CRM tools and technologies to streamline processes and enhance interactions.
  • Analyzed customer feedback and market trends, identifying opportunities for improvement.
  • Monitored customer satisfaction metrics, creating action plans for enhancement.
  • Evaluated operational processes in customer service, identifying inefficiencies for resolution.
  • Led a team responsible for CRM and customer service initiatives, fostering skill development.
  • Collaborated with sales and marketing departments to align CRM strategies with business objectives.

Deputy Manager – Operations & Customer Experience

Car Dekho Group
Gurgaon
10.2019 - 02.2023
  • Managed operations for North and West regions, focusing on used car market leadership.
  • Collaborated cross-functionally with Retail, Sales, and Finance to implement improvement initiatives.
  • Oversaw senior management operations, addressing project issues and mitigating risks through planning dashboards.
  • Ensured timely vehicle delivery to partners by coordinating with logistics and resolving discrepancies.
  • Optimized document pendencies to maintain stock inventory below two percent.
  • Ensured compliance of purchase and sales documents with accounting revenue recognition standards.
  • Led initiatives to streamline processes and improve overall operational efficiency.
  • Collaborated with teams to identify and resolve customer service issues effectively.

Team Leader – CRM Operations

CARS 24 SERVICES PVT LTD
10.2018 - 10.2019
  • Contributed to core Operations team in Delhi/NCR/HPH, establishing operational activities for NCR Retail and Sales.
  • Engaged with team to assess channel partner and customer needs, ensuring optimal results.
  • Identified opportunities for service enhancements and process improvements.
  • Collaborated with internal and external teams to streamline processes.
  • Resolved customer and channel partner grievances, delivering satisfactory resolutions.
  • Managed logistics, pre-sales, and post-sales operations while tracking escalations with stakeholders.

MIS Team Lead

SBI CARDS AND SERVICES PVT LTD
08.2016 - 09.2018
  • Define quality standards and metrics for the product and services and working with all stakeholders to ensure that the quality metrics is reviewed, closed and agreed upon.
  • Make the team aware of the Quality matrix, resolve all the queries and having weekly reviews of team so that all the queries and concerns are resolved.
  • Manage end to end client relationships to get the excellent results.
  • Keep raising the bar and standards of all the quality process.
  • Responsible for Planning and coordinating and directing all computer related activities.
  • Revert all the RTB cases via mail and dispatches.

Education

MBA - Operations & Marketing

New Delhi
New Delhi

BCOM - Marketing

Kanpur
Kanpur

Skills

  • B2C and B2B Operations
  • Logistics Management
  • Customer relationship management
  • Strategy planning
  • Channel Growth & Management
  • Operations management

Accomplishments

  • 2019, Achieved Certificate for E-Learning Level at Cars24
  • 2020, Was awarded the Second Highest performing candidate in Level 2 test of operations training at Cars24
  • 2021, Achieved Certificate of Understand and solve business challenges and cultural practices at Car Dekho
  • 2022, Certificate of achievement for Leading right as a people's manager at Car Dekho
  • 2024-2025 Awarded twice for excellence in strategy and execution.

Timeline

Strategy & Supply Manager (COE – Collections)

Cars24 Financial Services Pvt. Ltd.
09.2024 - Current

Asst. General Manager – CRM Operations

KW Group
03.2023 - 08.2024

Deputy Manager – Operations & Customer Experience

Car Dekho Group
10.2019 - 02.2023

Team Leader – CRM Operations

CARS 24 SERVICES PVT LTD
10.2018 - 10.2019

MIS Team Lead

SBI CARDS AND SERVICES PVT LTD
08.2016 - 09.2018

MBA - Operations & Marketing

New Delhi

BCOM - Marketing

Kanpur

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