PARVEEN SHARMA
SERVICE MANAGER
Rewari
Summary
Customer Experience professional with 9+ years of experience in automobile service operations, customer relationship management, and workshop coordination. Proven ability to enhance customer satisfaction, manage service processes, handle escalations, and lead cross-functional teams. Strong background in OEM dealership environments including Hyundai, Toyota, and Mahindra workshops.
Overview
10
10
years of professional experience
1
1
Certification
2
2
Languages
Work History
Service Manager
JMV HYUNDAI
05.2025 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
Customer Experience Manager
Dewan Four Wheels Pvt. Ltd.
10.2022 - 04.2025
- Ensured end-to-end customer satisfaction by delivering high-quality service experiences.
- Handled customer complaints with prompt action and effective resolution strategies.
- Acted as a coordination bridge between Service Advisors, Technicians, and Customers.
- Regularly updated customers on spare parts availability to prevent PNA cases.
- Conducted random customer feedback calls to evaluate service quality and workshop performance.
- Managed correspondence with OEMs and related supplier companies for product complaints.
- Provided roadside assistance & help-line support during vehicle breakdown situations.
- Organized indoor and outdoor marketing activities to increase workshop traffic and profitability.
- Supervised front office operations, customer education boards, and administrative staff.
Senior Service Advisor
Uttam Toyota
10.2021 - 09.2022
- Delivered premium customer handling aligned with Toyota service standards.
- Managed service bookings, job cards, and customer communication.
- Ensured timely service delivery and customer satisfaction.
Service Advisor
Harsh Hyundai
02.2017 - 08.2021
- Handled customer interaction from vehicle reception to final delivery.
- Addressed customer concerns, service queries, and follow-ups.
- Supported customer retention through effective service counselling.
DET – Quality Department
AG Industry
09.2015 - 08.2016
- Responsible for in-process quality during plastic injection moulding and surface treatment stages.
- Conducted defect analysis using 7 QC Tools & SPC and implemented countermeasures.
- Performed red-bin analysis to reduce in-house rejection rates.
- Managed customer and supplier complaints using 8D methodology.
- Maintained corrective & preventive action records.
- Active participant in 5S and Kaizen (3M) initiatives.
- Prepared inspection reports, monitored machine parameters, and maintained process records.
Education
Diploma -
Rajeev Gandhi Institute of Technology & Management
01.2015
12th - English
Haryana Board
01.2013
10th - Hindi
Haryana Board
01.2011
Skills
Customer Management - Experience
Workshop Operations
Service Advisory & Escalation Handling
Customer Complaint Resolution
Spare Parts Coordination & PNA Control
Certification
Master Service Advisor
STRENGTHS
- Strong team player
- Punctual and disciplined
- Quick learner with adaptive nature
Timeline
Service Manager
JMV HYUNDAI
05.2025 - Current
Customer Experience Manager
Dewan Four Wheels Pvt. Ltd.
10.2022 - 04.2025
Senior Service Advisor
Uttam Toyota
10.2021 - 09.2022
Service Advisor
Harsh Hyundai
02.2017 - 08.2021
DET – Quality Department
AG Industry
09.2015 - 08.2016
12th - English
Haryana Board
10th - Hindi
Haryana Board
Diploma -
Rajeev Gandhi Institute of Technology & Management