Pramod Narayan Singh
Gumla
Summary
Qualified Desired Position with solid background in managing service operations and enhancing customer satisfaction. Successfully led teams to streamline workflows and improve service delivery. Demonstrated leadership and problem-solving skills in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Service Manager (Customer Service)
G.K.AUTOWHEELS PVT LTD
Raipur
07.2015 - 03.2023
- Monitoring the Dealership Service process to ensure compliance & Continuous monitoring of customer satisfaction through post service feedback and taking necessary actions.
- Monthly audit, evaluation & training for technician & Service staffs.
- To minimize service complaints & ensure to give quality service to customer.
- Warranty Management :- Giving Proper information to HMSI through HTR Minimizing warranty rejections & improvement in warranty submission and give network team also same on job training.
- Hidden Complaints Fact Check & Resolution, Critical Customer Complaints Resolution.
- Customer complaint Handling Channel via HMSI, Resolution to customers & within 2 day closure of Complaint.
- Authorized Service Centre & Network Service Point development across rural areas to cover lost customers and ensure the quality of service to the customers.
- Initial quality improvement in service parameters, customer education and manpower awareness based on DCSI Survey.
- Conduct product training for service technicians & also at bottom networks including network service manager & service technicians.
- Monthly target achievements planning also done along with network manager & Network owner and find out key reasons which network not achieved the service vehicle target.
- Service Camp conduction for maximum Customer satisfaction and new product awareness in network and dealership.
- Conduct audit at network end to know the adherence to the HMSI policy of customer satisfaction.
- Ensure the Network Order in MOS (monthly order system) is in sync with PD plan.
- Organize the Free check up camp in rural areas to achieve the target or to redeem the lost customer also.
- AMC EW Targets also given to the Head, ASC & Networks to achieve the business plan.
- RSA Promotion to the customers from Head to network and aware about the product benefits also to increase the revenue for the Dealership.
- Monitored product quality and communicated necessary improvements to improve customer satisfaction.
- Planned and implemented solutions for technical problems such as Electrical and Mechanical.
- Monitoring and Tracking the Free Service Coupon / Invoices timely to send the HMSI For early clearance of the Payment.
- Attended & Conducted Market quality surveys with HMSI (Market Quality Department) at Dealership for product improvement.
- Key Results:-
- Improved CSI Score from last year and maintained the DCSI Score.
- Improved warranty status (Warranty Rejection reduced).
- 100% Coverage of customers complaints attended and providing the resolutions.
- Vehicle service improved in numbers as per the target given to the network.
- Post service feedback satisfaction percentage has been increased.
- Business increased and lost customer data came to the dealers for sales enquiry.
- Customers retained and Revenue also comes from the network or to the Dealer Also.
- DCSI score improved from last Cycle and Achieved 76 %.
- Resolved escalated customer complaints with tact and professionalism, restoring client confidence.
- Analysed customer feedback to identify areas for improvement and implement necessary changes.
- Managed a team of service professionals, fostering a culture of excellence and customer satisfaction.
Education
MBA - Information System
Sikkim Manipal University
08.2020
B.Tech - Mechanical Engineering
DR M.G.R UNIVERSITY
07.2014
Higher Secondary School Certificate - Class XIIth
Jharkhand Academic Council
01.2009
Secondary School Certificate - Class Xth
Jharkhand Academic Council
01.2006
Skills
Customer Complaints Resolution
Dealership Workshop & Network Quality Analysis and improvement
Service Quality management
On-Job-Training to field team
Warranty Management
Hi- Rise
MS Office 2019
Power Point
Customer complaint management
Decision making
Technical training
Warranty management
Team leadership
Quality improvement
Staff recruitment and retention
Problem-solving
Positive attitude
Customer service management
Multitasking and organization
Languages
English
Hindi
Custom Section
- Customer Complaints Resolution
- Dealership Workshop & Network Quality Analysis and improvement
- Service Quality management
- On-Job-Training to field team
- Warranty Management
Hobbies and Interests
- Reading books
- Teaching
- Travelling
- Cleanliness
Personal Information
Timeline
Service Manager (Customer Service)
G.K.AUTOWHEELS PVT LTD
07.2015 - 03.2023
MBA - Information System
Sikkim Manipal University
B.Tech - Mechanical Engineering
DR M.G.R UNIVERSITY
Higher Secondary School Certificate - Class XIIth
Jharkhand Academic Council
Secondary School Certificate - Class Xth
Jharkhand Academic Council