NAVEEN KUMAR
Vellore
Summary
Customer-focused professional with successful 9-year career in Auto Mobile sector. Dynamic successful applying Customer handling and Technical in busy business environment. Adept individual with more than 4 year working as Manager for dealer target revenue-generating business. Determined and experienced in mentoring and challenging team members to meet and exceed company goals. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Service Manager
Harsha Toyota
07.2024 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Implemented strategies to increase customer service satisfaction ratings.
- Body shop claims and surveyor handle.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Service Manager
Renault Selvam Ravi Motors Pvt Ltd
06.2023 - 06.2024
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Resolved customer complaints in professional and timely manner
- Coordinated with other departments to maintain streamlined and productive workflow
- Monitored inventory levels and placed orders to replenish stock
- Implemented strategies to increase customer service satisfaction ratings
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Responsible for Increase of After sales service and thereby increased customer marketshare
- Responsible for workshop loading and achieving defined targets by number of job orders and service volumes
- Customer Retention Activities - Free Service camps, Customer meet & initial Quality survey
- Responsible for increase VAS(RSA,Shield,Maxicare)
- Responsible for Revenue generation
- Hired, trained and supervised team of service staff members to meet business goals.
Relationship Manager
Mahindra Jains cars and Auto Sales Pvt Ltd
04.2020 - 06.2023
- Created and maintained databases to track customer discussions and preferences for accurate, updated records
- Monitored customer feedback and generated reports to identify areas of improvement
- Participated in staff meetings to discuss innovative strategies to improve services
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports
- Created customer support strategies to increase customer retention
Senior Service Advisor
Mahindra Jain Cars and Auto Sales Pvt Ltd
09.2015 - 04.2020
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service
- Documented problems and corrective actions to maintain records
- Pleasantly greeted customers and asked open-ended questions to better determine needs
- Developed estimates by costing materials, supplies, and labor
- Maintained high customer satisfaction standards to meet or exceed targets
- Handled customer issues with confidence, using complex problem solving to provide effective resolution
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making
- Investigated customer complaints to identify cause of malfunctions
- Repaired and replaced worn and damaged components
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance
Education
Bachelor of Engineering - Mechanical Engineering
Anna University College Of Engineering
04.2015
High School Diploma -
G Varatharajulu Chattiyar Higher Secondary School
04.2011
High School Diploma -
Government Higher Secondary School
04.2009
Skills
- Customer service management
- Strategic business planning
- Documentation and reporting
- After-sales support
- Quality assurance
- Multitasking and organization
- Team collaboration and leadership
- Trustworthy and honest
Disclaimer
I hereby declare that all statements made in the application are true to the best of my knowledge and belief.
Personal Information
- Father's Name: T. Jeevarathinam
- Marital Status: married
Timeline
Service Manager
Harsha Toyota
07.2024 - Current
Service Manager
Renault Selvam Ravi Motors Pvt Ltd
06.2023 - 06.2024
Relationship Manager
Mahindra Jains cars and Auto Sales Pvt Ltd
04.2020 - 06.2023
Senior Service Advisor
Mahindra Jain Cars and Auto Sales Pvt Ltd
09.2015 - 04.2020
High School Diploma -
G Varatharajulu Chattiyar Higher Secondary School
High School Diploma -
Government Higher Secondary School
Bachelor of Engineering - Mechanical Engineering
Anna University College Of Engineering
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