Summary
Overview
Work History
Education
Skills
Languages
Core Competencies
Languages
Timeline
Generic

Prabhat Shankar

Gurgaon

Summary

Experienced and customer-focused Automotive Service & Operations Specialist with over 12 years of experience in the automobile service industry and corporate training. Proven expertise in managing workshop operations, dealer relationship management, service quality assurance, team supervision, and customer satisfaction. Strong interpersonal and coordination skills with hands-on experience in diagnostics, warranty handling, training, and escalations. Innovative professional with many years of experience elevating performance of mid-sized businesses to unprecedented levels. Team player gifted at instilling common vision while managing major organizational changes that benefit both individuals and company. Customer-focused dynamo with strong drive and passion to win new business.

Overview

15
15
years of professional experience

Work History

Senior Executive Operations

Avis India Mobility Solutions Pvt. Ltd.
Gurgaon
10.2022 - Current
  • - Handling end-to-end customer complaint resolution and support.
  • - Built strategic dealer relationships, resulting in cost-effective parts & labor agreements.
  • - Ensured timely vehicle servicing even on weekends/holidays by coordinating with workshop teams.
  • - Verified warranty and service contract details to streamline claim approvals.
  • - Fostered team collaboration and knowledge-sharing for quick issue resolution.
  • Managed resource allocation to optimize fleet management and logistics operations.
  • Coordinated training programs for staff to improve skills and service delivery.
  • Led cross-functional teams to enhance operational efficiency and service quality.
  • Developed strategic initiatives to improve customer satisfaction and retention rates.
  • Implemented process improvements to streamline operations and reduce costs effectively.
  • Facilitated stakeholder meetings to align goals and drive project execution forward.
  • Negotiated contracts with vendors for goods and services at competitive prices.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Produced thorough, accurate and timely reports of project activities.
  • Implemented quality control measures to uphold company standards.

Senior Service Advisor

Harpreet Ford Service Ltd.
Delhi
05.2018 - 09.2022
  • - Acted as the main liaison between customers and workshop teams.
  • - Opened job cards, diagnosed issues, and managed manpower for timely service delivery.
  • - Secured approvals for additional work with photographic evidence to improve transparency.
  • - Led complaint resolution and ensured same-day delivery in most cases.
  • - Guided technicians using Electrical Service Manuals (ESM).

Senior Service Advisor

Elite Ford Service Ltd.
Bangalore
05.2016 - 04.2018
  • - Conducted diagnostics and test drives to support technicians.
  • - Focused on JD Power (JDP) survey scores and internal audit readiness.
  • - Maintained workshop hygiene, safety protocols, and scheduled deliveries.
  • - Handled escalated customer concerns and complex service issues.
  • Additional Responsibilities:
  • - Performed overhauls of engines, transmissions, and major aggregates.
  • - Allocated jobs to technicians and advised customers on preventive maintenance.
  • - Conducted test drives and quality checks to ensure workmanship.

Welfare Officer

JSW Steel Ltd.
10.2015 - 04.2016
  • - Led safety awareness and training for plant workers.
  • - Audited confined space activities, PPE usage, and ensured safe systems of work.
  • - Managed performance appraisals and employee records for HR operations.

Corporate Trainer Testing Tools

JK Web Solutions Pvt. Ltd.
Bangalore
11.2011 - 09.2015
  • - Conducted training on Quality Center (QC) and Quick Test Professional (QTP).
  • - Designed training modules and supported issue resolution for installed software.
  • - Defined testing methodology, wrote and executed test plans, performed regression testing.

Senior Technical Engineer Netgear Project

ACPL Systems Pvt. Ltd.
Delhi
04.2010 - 10.2011
  • - Provided technical support for routers, switches, DSL, and modem issues.
  • - Handled chat/email support for ISP services and escalated complex issues.
  • - Mentored new hires and led a team of 10+ support agents.

Education

Bachelor of Engineering (B.E.) -

V.V.I.E.T
Mysore

12th -

B.I.E.C.
Patna

10th -

B.S.E.B.
Patna

Skills

  • - Quality Center (QC)
  • - QTP (Quick Test Professional)
  • - Consult-3
  • - Microsoft Office (Excel, Word, PowerPoint)
  • Customer relationship management
  • Warranty verification
  • Fleet management
  • Process improvement
  • Team leadership
  • Resource allocation
  • Quality control
  • Training program development
  • Operational efficiency
  • Service delivery
  • Performance improvement
  • Report preparation
  • Schedule management
  • Technical support
  • Scheduling
  • Operational leadership
  • Meeting assistance
  • Continuous improvement

Languages

- English, - Hindi

Core Competencies

  • - Automotive Service Operations
  • - Customer Relationship Management (CRM)
  • - Workshop & Technician Management
  • - Warranty & Service Contract Handling
  • - Diagnosis & Technical Support
  • - Quality Control (QC) & Functional Testing
  • - Training & Mentoring
  • - Vendor & Dealer Management
  • - Performance Reporting

Languages

English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Bengali
Elementary (A2)
A2

Timeline

Senior Executive Operations

Avis India Mobility Solutions Pvt. Ltd.
10.2022 - Current

Senior Service Advisor

Harpreet Ford Service Ltd.
05.2018 - 09.2022

Senior Service Advisor

Elite Ford Service Ltd.
05.2016 - 04.2018

Welfare Officer

JSW Steel Ltd.
10.2015 - 04.2016

Corporate Trainer Testing Tools

JK Web Solutions Pvt. Ltd.
11.2011 - 09.2015

Senior Technical Engineer Netgear Project

ACPL Systems Pvt. Ltd.
04.2010 - 10.2011

Bachelor of Engineering (B.E.) -

V.V.I.E.T

12th -

B.I.E.C.

10th -

B.S.E.B.

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Prabhat Shankar