Travelling, Listening Music
PRABHAT JOSHI
Zonal Service Head
Noida,UP
Summary
Accomplished After-Sales Manager with in-depth experience consistently rising through ranks. Well-versed in customer service, after sales, personnel management, customer experience, dealership profitability and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Zonal/Regional Service Head
Ola Electric Technologies
New Delhi, Delhi
2022.05 - Current
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Supervised staff of 45 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Recruited and developed employees for Field Aftersales department.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Deputy Manager of Customer Service & Accessories
Renault India Pvt. Ltd.
Gurugram, Haryana
2021.10 - 2022.05
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Conferred with after-sales teams and team leaders (Service Managers & CRMs) to communicate targets, boost revenue and improve promotional strategies in order to achieve established KPIs for company, regional team and individual performance through teamwork and focus on customers.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Broadened strategic business plans to promote growth in sales of spareparts, accessories, paint/non-paint consumables, OEM items as well as oil consumables while managing eight dealerships and building long-lasting customer relationships.
Sr. Executive/Asst. Manager
Honda Cars India Limited
Greater Noida, Uttar Pradesh
2016.07 - 2021.10
- Create Cultural Change as per Organizational requirement.
- Implementing 5S all throughout Dealership facility.
- Monitoring Dealership SAR in order to ensure Dealership business profitable at all times.
- Continuous discussions with Dealership MD/CEO/VP for installation of new/better equipment/facilities in order to drive business revenues.
- Monitoring Service Incoming at all Dealerships in order to ensure sales of Labor, Lubricants and Parts at all relevant points.
- Implementing Special Service Projects at Selected Dealerships.
- Ensuring inflow of vehicles Workshop to ensure Dealer Profitability and Customer Satisfaction.
- Ensuring availability of trained manpower at all locations in order to maximize Customer Experience.
- Deployment of ATL/BTL activities for B2C communications in order to promote Periodic Maintenance, EW, Tyres/Batteries, Monthly/Festive Service activities.
- Reviewing Dealer performance for Syndicate CSI scores in order to focus on weaker SOPs and further strengthening of strong SOPs.
- Maximizing profitability of Dealer Workshop by ensuring maximum focus on revenue-based initiatives.
- Ensuring customer loyalty through customer-centric programs like EW and RSA for healthy business in long term.
- Ensuring sustainable growth in Parts Business and emphasizing on sales through workshop only.
- Implementing Corporate Identification Norms.
- Ensuring sales of OEM like Tyres and Battery to enhance business from Workshop.
- Ensuring all Company norms at dealerships right from customer handling to Warranty Policy to Customer Feedback Process to Timely Reporting.
- Maintaining relevant parts inventory (ABC Availability > 95%); minimizing slow-moving stocks and supporting their liquidation; ensuring relevant CBO and VOR orders; ensuring ZERO Credit Check Fails; maximizing credit flow in Parts Business
- Supporting Accessories' sales through Workshop to enhance overall revenue
Asst./Deputy Manager
Hero MotoCorp Ltd
New Delhi, DL
2011.07 - 2016.06
- Implementing Special Service Projects at Selected Dealerships.
- Guide Dealer Principal in implementation process of Special Service Projects right from training to coaching.
- Developing Dealer Manpower by Training.
- Network Expansion.
- Implementing Visual Identification Norms.
- Taking Care of Dealer Profitability and Customer Satisfaction.
- Try and Create Cultural Change as per Organizational requirement (Gen-Next module).
- Ensuring all Company norms at dealerships right from customer handling to Warranty Policy to Customer Feedback Process to Timely Reporting etc.
Education
Professional Certificate Programme - Business Management
IIM
Kozhikode, KL 2021.07 - 2022.06
Bachelor of Science - B.Tech, Mechanical Engineering
Dr. B.R. Ambedkar National Institute of Technology
Jalandhar, Punjab 2007.07 - 2011.06
Summer Internship - 2 -
NTPC Limited
Badarpur, New Delhi 2010.05 - 2010.06
Summer Internship - 1 - Car Workshop
DD Motors
Mayapuri 2009.05 - 2009.06
AISSCE -
AISSCE Delhi Police Public School
2005.04 - 2006.05
AISSE -
AISSE Delhi Police Public School
2003.04 - 2004.03
Skills
Customer Experience
Customer Retention
Channel Management
Parts/Accessories Business
B2B
After Sales Business
Network Expansion
Dealer Profitability
QC Tools
B2C
Data Analysis
Certification
Level 1 & 2 Certification - Field Rep Training by Honda Motors, Japan
Interests
Timeline
Zonal/Regional Service Head
Ola Electric Technologies
2022.05 - Current
Deputy Manager of Customer Service & Accessories
Renault India Pvt. Ltd.
2021.10 - 2022.05
Professional Certificate Programme - Business Management
IIM
2021.07 - 2022.06
Profit By Action by ASE, USA
2020-06
Level 1 & 2 Certification - Field Rep Training by Honda Motors, Japan
2020-01
Sr. Executive/Asst. Manager
Honda Cars India Limited
2016.07 - 2021.10
Asst./Deputy Manager
Hero MotoCorp Ltd
2011.07 - 2016.06
Summer Internship - 2 -
NTPC Limited
2010.05 - 2010.06
Summer Internship - 1 - Car Workshop
DD Motors
2009.05 - 2009.06
Bachelor of Science - B.Tech, Mechanical Engineering
Dr. B.R. Ambedkar National Institute of Technology
2007.07 - 2011.06
AISSCE -
AISSCE Delhi Police Public School
2005.04 - 2006.05
AISSE -
AISSE Delhi Police Public School
2003.04 - 2004.03