Mahesh Redekar
Mumbai
Summary
Dynamic automotive professional with extensive experience at Cummins INC., excelling in technical support and customer service. Proven expertise in vehicle diagnostics and warranty processing, coupled with strong problem-solving and communication skills. Recognized for enhancing workflow efficiency and delivering exceptional service, ensuring customer satisfaction and loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Contact Center Representative Level- II
Cummins INC.
02.2025 - Current
- Responded to customer, dealer, and technician inquiries, providing accurate product and system information to ensure timely and effective support.
- Troubleshoot technical issues related to products and systems, resolving concerns promptly and ensuring minimal disruption for customers and stakeholders.
- Documented customer interactions thoroughly, ensuring accurate records for future reference and maintaining a high standard of customer service.
- Utilized OneCummins, Ivcaller, and Quickserve Online platforms to enhance brand reputation, increase brand loyalty, and deliver exceptional service. Skills include troubleshooting, effective communication, technical proficiency, and customer-focused problem-solving.
Automotive Warranty Analyst
Accenture Solutions Pvt. Ltd
02.2020 - 01.2025
- Delivered Level 1 technical support through thorough review and processing of system-based warranty and service requests, ensuring precise data entry and adherence to established standards.
- Assisted in identifying recurring technical and workflow issues, contributing suggestions for basic automation and process improvements to reduce manual effort.
- Supported troubleshooting and documentation for high-value component cases by verifying system data, logs, and case details, and escalating complex issues to higher-level teams as needed.
- Delivered frontline technical assistance through client and internal support calls, resolving common IT and application-related issues, clearly communicating solutions, and tracking cases to ensure timely resolution.
- Trained new team members on warranty processes and best practices.
- Collaborated with cross-functional teams to enhance workflow efficiency.
Certified Maintenance Technician
Shaman Wheels Pvt. Ltd. Dealer of Mercedes Benz
10.2018 - 01.2020
- Utilized the Mercedes-Benz XENTRY tool and Workshop Information System (WIS) to accurately diagnose vehicle issues and ensure effective troubleshooting and repairs.
- Performed general repairs and installations on key components, such as steering racks, suspension struts, transmissions, engine and gearbox mounts, brake discs, and transfer cases, to maintain optimal vehicle performance.
- Conducted detailed wiring diagnostics, testing, and inspections, carrying out necessary repairs to ensure vehicle safety and functionality.
- Delivered efficient periodic maintenance and Premier Express Service, providing prompt, high-quality service to customers.
- Conducted routine inspections on Mercedes Benz vehicles to ensure optimal performance.
- Utilized diagnostic tools to identify problems in vehicle systems swiftly.
- Assisted in training junior technicians on maintenance procedures and safety protocols.
Education
Advanced Diploma - Automotive Mechatronics
Mercedes-Benz
IndiaBachelor of Engineering - Electronics and Telecommunications
Mumbai University
IndiaDiploma - EXTC
Maharashtra State Board of Technical Education
IndiaSkills
- Technical Assistance
- Powertrain claims
- Vehicle diagnostics
- XENTRY diagnosis
- Technical support
- Customer service
- Workflow improvement
Accomplishments
Top performer at Cummins India, consistently exceeding SLA, quality, productivity, and technical support KPIs.
Trained and onboarded new hires on ticketing systems, support workflows, SOPs, and conducted daily team huddles for process updates.
Achieved No. 1 Customer Satisfaction Index (CSI) at Shaman Wheels Pvt. Ltd., ranked top among Mercedes-Benz dealerships in India.
Completed advanced technical training from Mercedes-Benz India on NVH, AIRMATIC, and AIRBODY suspension systems.
Trained and onboarded new hires on ticketing systems, support workflows, SOPs, and conducted daily team huddles for process updates.
Achieved No. 1 Customer Satisfaction Index (CSI) at Shaman Wheels Pvt. Ltd., ranked top among Mercedes-Benz dealerships in India.
Completed advanced technical training from Mercedes-Benz India on NVH, AIRMATIC, and AIRBODY suspension systems.
Open To Relocate
True
Open To Remote
True
Certification
- Certified Maintenance Technician, Mercedes-Benz
- Six Sigma and Continuous Improvement Yellow Belt Certification
Timeline
Contact Center Representative Level- II
Cummins INC.
02.2025 - Current
Automotive Warranty Analyst
Accenture Solutions Pvt. Ltd
02.2020 - 01.2025
Certified Maintenance Technician
Shaman Wheels Pvt. Ltd. Dealer of Mercedes Benz
10.2018 - 01.2020
Advanced Diploma - Automotive Mechatronics
Mercedes-Benz
Bachelor of Engineering - Electronics and Telecommunications
Mumbai University
Diploma - EXTC
Maharashtra State Board of Technical Education