K. Venugopal Reddy
Zonal Customercare Manager
Bangalore
Summary
- 30 years of experience in customer support, dealer development, and spare parts functions within the automobile industry. Expertise in customer handling, channel partner management, parts vendor relations, and warranty management. Proven track record in network planning and installation across India. Holds a postgraduate degree in automobile engineering.
- Driven, goal-oriented professional adept at implementing innovative ideas and humor to inspire team members toward achieving targets and meeting objectives.
- exceptional interpersonal skills and ability to communicate effectively.
- strong technical and process expertise and seeks perfection at all stages
- analytical and applies this skill in identifying root causes & planning for recurrence prevention prepares short- & long-term strategies.
- proven ability to meet deadlines and exceed expectations
- award-winning educator and communicate information with clarity and enthusiasm
Overview
31
31
years of professional experience
4
4
Languages
Work History
Zonal Customer Care _South Zone
M/s TATA Motors Passenger Vehicles Ltd
04.2023 - Current
- Zonal Customer Care _South Zone
- Customer Care
National Head Network Planning & Installation
M/s TATA Motors Passenger Vehicles Ltd
09.2019 - 03.2023
- National Head Network Planning & Installation
- Network Management
Regional Head Customer Support Manager _South1 (AP, KA & Goa)
M/s TATA Motors Passenger Vehicles Ltd
01.2011 - 08.2019
- Regional Head Customer Support Manager _South1 (AP, KA & Goa)
- Customer care – PVBU
Sate Head, Tamil Nadu
M/s TATA Motors Passenger Vehicles Ltd
05.2004 - 04.2010
- Sate Head, Tamil Nadu
- Customer care – PVBU
Regional Spare Parts Manager for South
M/s TATA Motors
04.2001 - 04.2004
- Regional Spare Parts Manager for South
- Spare parts- PVBU
Senior Service Engineer
M/s TATA Motors
09.1997 - 03.2001
- Senior Service Engineer
- Service - Commercial vehicle
Territory Manager
M/s Hindustan Motors Ltd, Chennai
07.1995 - 09.1997
- Territory Manager
- Customer Service
Education
M.E - Auto. Engg.
Madras Institute of Technology (M.I.T)
Madras01.1995
B. Tech - Mech. Engg
S.V. University
Tirupati, AP01.1992
Board of Intermediate Education - M.P.C
Govt. Junior college
Chandragiri, AP01.1987
S.S.C - undefined
Chandragiri, AP01.1985
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Team management
Flexible and adaptable
MS office
Supervision and leadership
Accomplishments
- 600 net Sales outlets & 350 workshops activated in 3 years
- Sales to Service outlet ratio of network improved to 0.8 from 0.5 all India
- Automobile dealer Network database for most of the two-wheeler, car and commercial vehicles dealers. Collected database covering 15 automobile manufacturer dealers in the country
- Sales window for retail of vehicle at 2S facilities
- Best Zone in promotion & sale of Annual Maintenance contracts, Roadside assistance & Extended warranty polices promotion
- Best region in reduction in escalated customer complaints
- Highest country parts turnover of Rs 602 Cr from South Zone in Last FY
- Maximum (97%) of the Dealer workshops were profitable with SAR> 80%
- Highest customers connect programs from the region & highest customer retention in the country 70%
- Designed and Developed operational excellence program for Customer support Managers along with Prashaste to improve financial understanding of dealer business & consultant to dealer for improving profitability
- Prepared process & guidelines for termination of dealerships
- Prepared guidelines for Flood affected vehicles & protocol
9. Areas of Experience:
- Network Planning & Installation
- Process of identifying the gap locations for sales & service touch points basis TIV, UIO , competition and market share aspiration
- Process of Appoint of new dealers, outlets, workshops and expansion of existing dealers through panel interviews and issuance of LOI
- Activation of Sales outlets and workshops basis of LOI and commencement of Business after installation of DI/CI , Infrastructure, Manpower & training
- Process of discontinuation nonperformance Channel Partners & Post discontinuation, Legal related matters
- New dealers Prarambh program
- Dealer Profitability & improving Service Absorption Ratio
- Channel policies and communications on initiatives
- Focus on Critical markets for network expansion in line with competition
- Passenger Cars Customer care function
- Dealer network and Authorized Centre (TASC) development
- Workshop Profitability initiatives/Return on Service/Service absorption ratio
- Improving Customer service index, reduction of dissatisfaction & Recovery management.
- Dealer Satisfaction index improvements
- Customer care focused programs: events, mega camps, customer meets & customer relationship building activities
- Workshop Process implementation for improving repair Quality and Productivity. Innovative initiatives implementations i.e. KAIZEN, SPEEDO SERVICE etc
- Training for Service advisors, Team leader, CRO & CRM on standard operating procedures
- Improving workshop team skills diagnosis & troubleshooting, PDI process, warranty audits and warranty management
- Technical support to dealers &TASCs for immediate redressal of pending issues.
- Implementation of DWM (Daily work management) & Safety implementation
- Service Marketing products promotion of Roadside assistance, Annual Maintenance contracts, Extended warranty, Tata Motors Insurance, other customer Loyalty membership etc
- Customer Retention tools implementation: Service reminder conversion, Lost customer recovery, free service & AMC redemption tools to improve workshop inflow.
- Project lead in Customers for life cycle, Customer Ambassador Program & Syndicate CSI improvements
- Digitalization initiatives and implementation across workshop
- Spare parts function
- Spare parts sale and marketing for the region and improve dealer/TASCs workshop parts consumption and secondary retail market (Distribution)
- Parts promotional activities for improving the penetration of genuine parts through Mechanics meets retailers meet.
- Inventory management, inventory turnaround and inventory reduction initiatives. Non-moving inventory reduction initiatives and daily order & supply management
- VOR Management and training to dealers on parts consumption of FMVI and reducing VOR percentage.
- Wall to wall inventory at dealership for minimizing the discrepancies/Variance of stocks to improve the fill rates
- Auto ordering systems, weekly & daily order implementation to minimize the non/slow moving stocks at dealerships
- Gap analysis on offtake and workshop consumption for corrective actions to increase the offtake
- Commercial Vehicles after sales function
- Single window support to State Transport Unit- APSRTC for all the requirements of the customers
- Training to State Transport Unit technicians on Bus preventive maintenance & repairs
- Fuel & lube saving campaigns for reducing cost per kilometer of operation
- Driver trainings & best practices to improve life of Aggregates i. e engine, gear box, tyres etc
- Team member in Quality Functional Deployment (QFD) for bus segment for understanding customer requirements & collaborate with plant for incorporate in product design
- Support to Fleet operators and SPOC for meeting user requirements
- Conducting Field trails on new products, feedback to factory on performance of vehicles for improvements
- Network development (TASS) for catering to needs of customers based on the gaps in network & Business potential
- Vendor meetings on improving support to dealerships & customers.
- Warranty Management for Dealers /TASS and State Transport Unit – APSRTC.
- Operators meets and Product performance survey on buses, HCV for product development
- 10. Current Role & responsibilities
- Role: South Customer care – South Zone & Head Service network Planning PAN india
- Key Responsibilities
- I) PAN India Service Network expansion and Bay addition (additional responsibility)
- Ii) Workshop modernization, upgrade of facilities
- Iii) Dealer engagement, profitability & SAR and DSS improvement
- Iv) Improvement of CPTV, Escalated customer complaint reduction, handling of social media cases,root cause analysis & corrective preventive action plans
- V) Spare Parts Retail & Offtake growth
- Vi) Implementation of Future Transformation Initiatives
- Vii) Deployment of Digitalization across network
- Viii) Customer Centric programs, Customer retention initiatives, service marketing products penetration.
- Ix) Building winning team to drive the aftersales performance parameters
- X) Training and development for internal team & channel partners across Zone
Timeline
Zonal Customer Care _South Zone
M/s TATA Motors Passenger Vehicles Ltd
04.2023 - Current
National Head Network Planning & Installation
M/s TATA Motors Passenger Vehicles Ltd
09.2019 - 03.2023
Regional Head Customer Support Manager _South1 (AP, KA & Goa)
M/s TATA Motors Passenger Vehicles Ltd
01.2011 - 08.2019
Sate Head, Tamil Nadu
M/s TATA Motors Passenger Vehicles Ltd
05.2004 - 04.2010
Regional Spare Parts Manager for South
M/s TATA Motors
04.2001 - 04.2004
Senior Service Engineer
M/s TATA Motors
09.1997 - 03.2001
Territory Manager
M/s Hindustan Motors Ltd, Chennai
07.1995 - 09.1997
M.E - Auto. Engg.
Madras Institute of Technology (M.I.T)
B. Tech - Mech. Engg
S.V. University
Board of Intermediate Education - M.P.C
Govt. Junior college