KOTNI RAMAKRISHNA
VISAKHAPATNAM
Summary
Experienced Warranty and Automotive Professional with over 10 years in the automobile industry, including 3 years as a Supervisor At APSRTC-Visakhapatnam, 5 years as a Warranty In-Charge, and nearly 2 years as a Warranty Manager Team Lead at TMCV-Mumbai, specializing in warranty audits and training. Currently serving as a Customer Care Manager for after-sales For Visakhapatnam Area at SML Isuzu Ltd., with a focus on enhancing customer satisfaction, managing service quality, and leading warranty operations to meet high standards in post-sales service.
Overview
10
10
years of professional experience
Work History
Customer Care Manager
SML ISUZU LTD
Visakhapatnam
11.2024 - Current
- Customer Support: Act as the main contact for customer inquiries and complaints, ensuring quick and effective solutions to maintain high satisfaction (PSF scores).
- Service Quality: Monitor and ensure all service centers meet SML Isuzu’s quality standards for reliable service.
- Warranty Claims: Manage and streamline warranty claims to ensure accuracy, policy compliance, and reduced turnaround times (TAT).
- ATS BS6 Maintenance: Oversee ATS BS6 engine maintenance by coordinating with service teams and conducting regular audits.
- Spare Parts Coordination: Ensure timely availability of spare parts, especially ATS BS6 parts, to minimize delays and reduce TAT.
- Customer Feedback: Regularly collect and analyze feedback to find ways to improve service and boost PSF scores.
- Staff Training: Train staff on ATS BS6 systems, service protocols, and customer interaction to maintain high standards.
- Customer Retention: Implement loyalty programs and follow-ups to encourage repeat business and increase satisfaction.
- TAT Score Tracking: Monitor and improve TAT scores by identifying bottlenecks and reducing turnaround times.
- Warranty Audits: Conduct audits to ensure warranty and service compliance with accuracy and timeliness, supporting high TAT and PSF scores.
- ATS BS6 Knowledge: Stay updated on ATS BS6 products and maintenance to handle inquiries and train staff effectively.
- Data Reporting: Track PSF and TAT scores, prepare reports, and use insights to drive service improvements and boost customer satisfaction. Implemented strategies to improve customer experience, retention, and loyalty.
SENIOR TEAM LEAD-WARRANTY MANAGER-COMMERCIAL VEHICLE-CENTRAL TECHNICAL CELL
TATA MOTORS COMMERCIAL VEHICLES PVT LTD
MUMBAI
02.2023 - 11.2024
- Warranty and Spare Parts Claim settlement (Domestic)
- Scrutinizing the settled claims for correctness & trends for identifying set-ups for audits
- Highlighting the major errors and mistakes in warranty claims to the concerned teams; TMLBSL, SSH, CSM, Channel Partner & process owners on case-to-case basis
- Guiding /Training the channel partners for identifying the correct field codes, make codes etc
- Guiding/Training Channel Partner for pay-out discrepancies; Material / labor value incorrectness
- Guiding the team in resolution of audit observation of warranty-related issues (any category) Raised by various stakeholders (Dealers, TASSes, TML field team etc.) / Verifying e-NFA for warranty / FSB discrepancies
- Auditing workshops for Warranty & Free Service Claims and giving warranty trainings to field
- Analysis/Verification of dealer's request to credit difference amounts wherever the claims are settled with incorrect values
- Handling implications due to introduction of Service Tax
- Handling the free service & warranty claim transmission errors by understanding the error and communicating/guiding the channel partners regarding the same
- Guiding the dealers about the implications and the change process because of the introduction of G.S.T
- Regulatory norms
- Analyzing the dump of customer / vendor financial accounts & identifying the Problem area and taking up for resolution
- Conducting the audits on Warranty, FSB process and claim settlement issues
- Taking up with concerned Channel Partners for discrepancy / process non adherence
- Taking up with SHQ & IT system teams for plugging gaps/ BRD for redesign & system locks
- Service process audits to ensure Policy & process adherence
- Conducting Warranty trainings to Chanel Partners Warranty executives
WARRANTY INCHARGE
VARUN TRUCKING
VISAKHAPATNAM
08.2018 - 02.2023
- Company Overview: Authorized dealer for BHARATBENZ
- Processes all warranty paperwork to ensure proper documentation
- Reconciles all warranty receivables with payments through the appropriate accounting schedule
- Resubmits all rejected claims promptly or receives authorization to write them off, Follows up on payment of outstanding claims
- Tracks warranty parts by tagging with repair order number, date of replacement and date on which part may be disposed of
- Arranges for parts to be shipped to the DICV plant or to be scrapped
- Diagnosis and rectification of vehicle complaints
- Authorized dealer for BHARATBENZ
SUPERVISOR
YESWANTH ENGINEERING
VISAKHAPTNAM
08.2015 - 07.2018
- Company Overview: APSRTC SCHEDULE-II&III CONTRACTOR
- APSRTC SCHEDULE-II&III CONTRACTOR
SERVICE TRAINEE
07.2014 - 06.2015
- ASSIST TO SERVICE ADVISERS AND FLOOR SUPERVISORS FOR FAILURE REPORTED VEHICLE AT WORKSHOP
Education
BACHELOR OF TECHNOLOGY - MECHANICAL ENGINEERING
INDIAN SCHOOL OF BUSINESS AND MANAGEMENT
CHHATTISGARH05.2023
DIPLOMA - MECHANICAL ENGINEERING
BHASKARA POLYTECHNIC COLLEGE
BOBBILI, VZM05.2014
BOARD OF SECONDRY EDUCATION -
SRI VIGNAN HIGH SCHOOL
V.MADUGULA, VSP05.2011
Skills
- Claims Auditing
- Error Identification
- Training and Guidance
- Warranty Claims Analysis
- GST Regulatory Compliance
- Financial Account Analysis
- Process Adherence
- Audit Activities
- Communication Skills
- Customer care service
- Customer experience improvement
Languages
- Telugu, Native or Bilingual Proficiency
- English, Limited Working Proficiency
- Hindi, Professional Working Proficiency
Personal Information
- Father's Name: Kotni Sanyasi Naidu
- Date of Birth: 05/01/96
- Marital Status: Unmarried
Timeline
Customer Care Manager
SML ISUZU LTD
11.2024 - Current
SENIOR TEAM LEAD-WARRANTY MANAGER-COMMERCIAL VEHICLE-CENTRAL TECHNICAL CELL
TATA MOTORS COMMERCIAL VEHICLES PVT LTD
02.2023 - 11.2024
WARRANTY INCHARGE
VARUN TRUCKING
08.2018 - 02.2023
SUPERVISOR
YESWANTH ENGINEERING
08.2015 - 07.2018
SERVICE TRAINEE
07.2014 - 06.2015
BACHELOR OF TECHNOLOGY - MECHANICAL ENGINEERING
INDIAN SCHOOL OF BUSINESS AND MANAGEMENT
DIPLOMA - MECHANICAL ENGINEERING
BHASKARA POLYTECHNIC COLLEGE
BOARD OF SECONDRY EDUCATION -
SRI VIGNAN HIGH SCHOOL
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