Opinder Singh
Customer Experience Manager
Mumbai
Summary
Seeking Customer experience manager position in an organization which aims at delivering a flawless customer experience with continuous improvisation of its metrics and processes towards Customer Satisfaction. I am an individual Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and deliver a sintilating CX
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Manager
Mahindra & Mahindra Ltd
Mumbai
01.2022 - Current
- Leading the overall CX Project, with the CFT from major departments within the organization to drive CX. Develop and implement bold, leading-edge customer experience ideas
- Continuously refresh the various CX tools and resources (e.g. Customer Priorities, Customer Touchmaps, Dealer Touchpoint map)
- Working closely with AI based service providers to analyse customer voice and then making actionable points to drive across the functions.
- Provide analysis on customer satisfaction metrics and drive changes through modifications to current survey process
- Identify top areas of major dissatisfaction and drive the action plans across the country to deliver CX
- Work closely with teams from marketing, supply chain, IT solutions, quality, field customer support teams to build customer centric smart and simplified solutions
- Present the action plan implementation levels to Sector President and discuss roadmap to target the reduced dissatisfaction metric with a continuous downtrend
- Building a customer centric culture of transparency, first time right solutions for the least dissatisfaction to prevail in the mass market
- Technology integration and automation of the various touch points which can improve the process sustainability in a long term scenario.
- Consumer insights at various levels through mystery audits and driving to close loop the gaps identified through functional heads.
- Support the regional teams in terms of their alignment with the organizational goal of better CX.
- Identify CX roadblocks/opportunities and resolve them through actionable recommendations
- Socialize the CX impact on change at dealer level through tracking, reporting and sharing through success stories, case studies and overall customer satisfaction details
- Support the Consumer Insights Manager with the integration of consumer insights into the solutions being implemented across the company to elevate the Customer Experience
- Support the Regional Customer Experience managers in their implementation of Customer Experience programs in the Field
- Management of third-party Customer Experience partnership through direction of operational deliverables, process improvement strategies, success metrics, and program delivery lifecycle accountability
- Collaborate with outsourced partners on providing the best customer experience across multiple platforms including voice, chat, and email
- Gather customer feedback and engage internal partners for appropriate action
Customer Care Manager
Mahindra & Mahindra Ltd
New Delhi
07.2016 - 12.2021
- End to End Service process implementation for driving the vital parameters affecting the dealer profitability and productivity.
- Customer Satisfaction Index Parameters monitoring and specific action planning to improve CSI.
- Service expansion of the dealership through dealer network expansion.
- Driving business opportunities through service marketing with various offerings to enhance profitability
- Coordination with sales team to provide seamless ownership experience to the customer from day of purchase.
- Customer care function from the OEM side, attending customers 24X7 and assisting them through the dealer coordination.
- Service strategies implementations at the dealer like mega service camp, CSI activities, WYH etc.
- Making Dealer productivity analysis, SAR, SBE action points to improve productivity.
- Mahindra Dealer engagement and Crusade plan targets and monitoring.
- Service Quality – Repair Quality and Process Quality audits at the dealerships on monthly basis
- Dealer business targets achievements in terms of spares, vehicle reporting, oils and lubes business, and other downstream revenues &body repairs business.
- Coordinating with Mahindra Spare Business for order execution and on time delivery of spares. High involvement during bottle neck situations.
- Manpower capability enhancement at the dealer by coordinating with the training cell of the company.
- Making Service Level Agreements with the major player using our products to provide seamless service support
Customer Support Manager
Tata Motors Ltd
New Delhi
06.2014 - 06.2016
- Managing overall dealer aftersales operations in line with the company norms, regulations, targets.
- Ensuring dealer profitability through planning for large inflow, lost customer analysis, Bodyshop business, Service marketing activities
- Strong and deep focus on Customer Satisfaction and my dealership contribution in the all-important JDP Syndicate CSI Survey.
- Handling Customer Complaints and maintaining to close the complaints with satisfaction within specified turnaround time.
- Interacting to customers on daily basis for feedback and improvement plan with the dealership
- Organizing service camp region wise and ensure effectiveness of service camps
- Dealership support-Respond to concerns rose by dealers and provide on time solutions
- Field Joint investigation (JI) at dealerships along with plant team and vendor for analyzing the failure.
- Ensuring sufficient dealership trained manpower for all roles. Manpower availability as per norms by the company.
- Improve Repair quality and Process quality of dealers by Systematic RQ and PQ Audit at assigned dealerships.
- Training dealership manpower for various technical changes as well as process changes.
- Arranging for different technical trainings/technical support at dealerships.
- Reviewing & supporting dealers for open concerns of assigned dealers.
- Driving Key Service marketing initiatives for inflow growth, lost customer recovery and customer retention
- Monitoring of special initiatives like TMSA(Tata Motors Service application), VTABS (Vehicle tracking and bay scheduling), MSV Mobile Service van
Assistant Manager - Customer Care
Mahindra & Mahindra Ltd.
Noida
11.2011 - 11.2013
- CSI Parameters monitoring and process implementation at the dealerships.
- Service expansion of the dealership through dealer network expansion.
- Customer care function from the OEM side, attending customers 24X7 and assisting them through the dealer coordination.
- Service strategies implementations at the dealer like mega service camp, CSI activities, CRM for corporate customers, Mahindra mobile seva etc.
- Making Dealer productivity analysis, action points to improve productivity.
- Mahindra Dealer empowerment plan targets and monitoring.
- Service Quality – Repair Quality and Process Quality audits at the dealerships on monthly basis
- Repeat Repair analysis at the dealerships through the technical coordinators at the dealerships.
- Dealer business targets achievements in terms of spares, vehicle reporting, oils and body treatments.
- Coordinating with Mahindra Spare Business for order execution and on time delivery of spares. High involvement during bottle neck situations.
- Manpower capability enhancement at the dealer by coordinating with the training cell of the company.
- Monitoring the HR functionality at the dealerships for recruitment of adequate manpower from time to time.
- Bodyshop business tracking with a target of 15% of the total repair orders.
- Monitoring of Bodyshop Repair orders on regular basis and coordination with spare part team for on time delivery of the vehicle.
- Targets including extended warranty and 100% manpower training at the dealerships.
- Track of dealer manpower at the company portal with proper updation of the same.
- Dealer infrastructure upkeep and improvements in demand with company standards.
- Homologation of new setups under the dealers in adherence with the company standards.
Design Engineer - Vehicle Platforms
Mahindra & Mahindra Ltd
Nasik
10.2010 - 11.2011
- Visiting dealerships for the understanding of issues and customer perception of the product
- Surveys related to mass customer verbatim about a specific problem/whole vehicle and to understand demands and convey those to design teams
- IQS follow up surveys with customer and JDP agencies along with customer care managers at the dealerships and customer end
- Conduct Joint Investigations with PVT (Plant Vehicle Team) at the dealerships and resolve the critical customer problems
- Extensive field trials with customers, engineers to understand the issues and effects of a solution over a problem
- Looking after quality of all the vehicles of xylo platform i.e
- Xylo domestic, Xylo Export, Mini Xylo, Xylo SCDC, concerns that involve a design change
- Implementation of the solutions to concerns through DCR, EN, FTR PTR
- Work with system owners to arrive at solutions of concerns having their origin at the customer end
- Work on JD power issues related to IQS, VDS
- Work on warranty issues jointly with PVT and address the design concerns with the COE support
- Look after the field/ internal design concerns and implement a corrective action using QC story and QC tools for the same
- Conduct Research Surveys framed on different survey tools and survey models
- Work with designers of different Systems and arrive at conclusions with them for specific problems
- Lead the DFMEA analysis of the new developments and bring it to the prototype stage
- Co crate the solutions to the chronic issues as experience in the product by the customers
Education
Bachelor of Technology - Automotive Design
08.2006 - 05.2010
Used CFD software FLUENT to study car flow properties Used Numerical methods for solution of equations governing flow Minor project (College – Fifth, Project Title: Fuel injector solenoid valve actuation through the programming of Electronic Control Unit(ECU) Made a working model of a Hydraulic Injector Crane at the campus & awarded as 3rd winner. Working on the BAJA competition to be held next year , holding areas of suspension and electronics for our vehicle. INDUSTRIAL EXPOSURE/INDUSTRIAL VISITS Mahindra and Mahindra
HSE - undefined
GPA: 72.00
SSE - undefined
GPA: 74.00
Skills
Dealer Management System
Accomplishments
- Mahindra Yellow Belt 7 QC tools basic
- Catia V5
- Team Centre
- PROJECTS UNDERTAKEN
- CFT member for the Project ZDX ( zero defect xylo )
- Work on different concerns to bring down R/1000 to a minmal targeted value
- Work with all the people in coordination including people from different departments to achieve ZDX
- Rise philosophy internalization in the department
- Identify different behavioral patterns for specific problems to strengthen rise pillars among the people in the department
- Conduct presentations on highlighting Rise
- Philosophy and its importance in life of individuals and business
- Quality Concern Resolution at Plant vehicle team M&M
- Learning
- Usage of standard quality tools like why-why, fishbone diagram etc
- Step-wise analysis of problems
- Knowledge about the electrical system of an automobile
- Better understanding with people from different parts of India
- Major Project (College – Final semester )
- Project Title :Air Flow Simulation over a car surface by using Computational Fluid Dynamics and numerical methods
Additional Information
- Contact No: - 9958199355 , Permanent Address 49, Mool Chand Enclave, Majra, Dehradun-248171 (UK)
Timeline
Customer Experience Manager - Mahindra & Mahindra Ltd
01.2022 - Current
Customer Care Manager - Mahindra & Mahindra Ltd
07.2016 - 12.2021
Customer Support Manager - Tata Motors Ltd
06.2014 - 06.2016
Assistant Manager - Customer Care - Mahindra & Mahindra Ltd.
11.2011 - 11.2013
Design Engineer - Vehicle Platforms - Mahindra & Mahindra Ltd
10.2010 - 11.2011
University of Petroleum And Energy Studies - Bachelor of Technology, Automotive Design
08.2006 - 05.2010
Raja Ram Mohan Roy Academy - HSE,
Raja Ram Mohan Roy Academy - SSE,
Similar Profiles
ARUN VAIDHY IYYAPPAN PILLAIARUN VAIDHY IYYAPPAN PILLAI
Automotic Diagnostic Document Creater at Mahindra Research Valley - Mahindra & Mahindra LtdAutomotic Diagnostic Document Creater at Mahindra Research Valley - Mahindra & Mahindra Ltd
Surajit DasSurajit Das
Assistant Manager at Mahindra & Mahindra ltdAssistant Manager at Mahindra & Mahindra ltd
Mayur KhaireMayur Khaire
Territory Sales Executive at Mahindra & Mahindra LTDTerritory Sales Executive at Mahindra & Mahindra LTD