Exploring new places
Manoranjan Sinha
After Sales Service Manager Automobiles
Dhanbad
Summary
Experienced After sales marketing (Automobile) bringing 22 years of quality performance in customer support service roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Managed entire dealer team to deliver service responsibilities.
Overview
24
24
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Senior Customer Care Manager
Mahindra Truck and bus ltd
Jharkhand
04.2017 - Current
- Supervised daily operations and service functions to maximize revenue, customer satisfaction, and employee productivity.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established performance and service goals and held associates accountable for individual performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Customer Care Manager
Mahindra Truck & Bus ltd
New Delhi & Uttrakhand
02.2016 - 03.2017
- Supervised daily operations and after sales service functions to maximize revenue, customer satisfaction, and employee productivity.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and on-going performance assessment of current employees.
Area Service Manager
MAN TRUCK INDIA P LTD
Jharkhand & Bihar
01.2008 - 09.2015
- Coordinated regional service technician training and development.
- Coordinated with regional service teams to resolve customer service issues.
- Established and maintained relationships with regional customers, vendors and contractors.
- Collaborated with regional sales teams to identify and meet customer needs.
- Planned and implemented strategies for improving customer service and satisfaction across region.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Service Engineer
Rajani Motors Pvt Ltd, Mercedes Benz
Dhanbad
08.2007 - 04.2008
- 8 months working experience as a Service Engineer at Rajani Motors Pvt Ltd. Dhanbad . Auth.Dealer of Mercedes Benz (commercial vehicle Actros 480) August 2007- April 2008.
Service Manager
Niraj Workshop & Service Center Dhanbad, Hindustan Motors Ltd
Dhanbad
07.2006 - 06.2007
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and offer available solutions.
Accidental Incharge
Auto Planet Industries, Dealer of Mahindra & Mahindra Ltd
Dhanbad
06.2006 - 07.2006
- Resolved problems, improved operations and provided exceptional service.
- Gained strong leadership skills by managing projects from start to finish.
- Paid attention to detail while completing assignments.
Service Advisor
Auto Links, TATA Motors
NEW DELHI
04.2005 - 05.2006
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies, and labor.
Service Engineer
B.P.Agarwalla & Sons Ltd, Hindustan Motors Ltd, Bajaj Tempo Ltd
Dhanbad
06.2000 - 03.2005
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Worked frequently with mechanical systems to complete knowledgeable inspections and skilled repairs.
mechanic
Bengal Automobiles, Bajaj tempo Ltd & Hyundai motor
Kolkata
06.1999 - 05.2000
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Disassembled defective parts to make proper repairs.
Education
Diploma in Automobile - Automobile Engineering
04.1997 - 04.1999
- Awarded first class with honours.71%
10+2 - SCIENCE
04.1995 - 03.1997
MATRIC - SCHOOLING
04.1994 - 03.1995
Skills
Team Building
Training and mentoring
Customer Relations
Business Development
Strategic planning
Dealer development
Certification
Diploma in Automobiles
Interests
Car driving and playing chess
I love to drive car on long trips across India.
Playing chess give me a mind relaxation and defusing stress.
Timeline
Senior Customer Care Manager - Mahindra Truck and bus ltd
04.2017 - Current
Customer Care Manager - Mahindra Truck & Bus ltd
02.2016 - 03.2017
Area Service Manager - MAN TRUCK INDIA P LTD
01.2008 - 09.2015
Service Engineer - Rajani Motors Pvt Ltd, Mercedes Benz
08.2007 - 04.2008
Service Manager - Niraj Workshop & Service Center Dhanbad, Hindustan Motors Ltd
07.2006 - 06.2007
Accidental Incharge - Auto Planet Industries, Dealer of Mahindra & Mahindra Ltd
06.2006 - 07.2006
Service Advisor - Auto Links, TATA Motors
04.2005 - 05.2006
Service Engineer - B.P.Agarwalla & Sons Ltd, Hindustan Motors Ltd, Bajaj Tempo Ltd
06.2000 - 03.2005
Diploma in Automobiles
12-1999
mechanic - Bengal Automobiles, Bajaj tempo Ltd & Hyundai motor
06.1999 - 05.2000
George Telegraph Training Institute - Diploma in Automobile, Automobile Engineering
04.1997 - 04.1999
INDIAN SCHOOL OF LEARNING - 10+2, SCIENCE
04.1995 - 03.1997
INDIAN SCHOOL OF LEARNING - MATRIC, SCHOOLING
04.1994 - 03.1995