Pramod Sangale
Pune
Summary
Dynamic Sr. Customer Experience Professional with a proven track record at Honeywell International, driving process improvements and enhancing customer engagement. Expert in SAP and CRM systems, I excel in strategic planning and team leadership, successfully optimizing service delivery and achieving significant customer satisfaction improvements.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Customer Experience Professional
Honeywell International India Pvt Ltd
Pune
07.2022 - Current
- Lead and develop the Certified Recycled Parts (CRP) business for EMEA region, managing the full lifecycle of order processing, customer service, invoicing, and fulfillment
- First point of escalation for complex affiliate inquiries and customer concerns, ensuring prompt resolution and process improvements
- Drive customer retention and engagement strategies, maximizing customer investment in existing systems through lifecycle management
- Lead the transition of CRP processes from Amsterdam to Sofia, ensuring operational continuity and efficiency
- Manage external vendors across EMEA for repair and test processes, integrating logistics and trade compliance for seamless operations
- Monitor and report KPIs on financials, pricing, and warranties while ensuring compliance with trade regulations and customer agreements
- Work closely with cross-functional teams including Finance, Logistics, and Trade Compliance to ensure smooth execution of customer service functions
- Process Optimization: Continuously drive improvements in service delivery through SAP and other CRM tools
Team Lead – Customer Experience
CYIENT
Pune
04.2022 - 07.2022
- Client: John Deere
- Led a team handling pre-sales support, order management, and process improvements in the Construction & Forestry equipment sector
- Assessed and controlled order backlog, fulfillment, and billing, ensuring cross-functional collaboration with ISC, Finance, and Sourcing.
- Developed customer self-service solutions, reducing customer demand, and optimizing response times.
Senior Engineer – Customer Operations
L&T Technology Services
Mumbai
08.2021 - 04.2022
- Client: JLG Lifts, USA.
- Created and managed customer documentation and technical manuals for boom lifts and telehandlers, ensuring clarity and accuracy.
- Conducted root cause analysis and quality improvement initiatives to enhance the customer experience
Sr. Application Engineer – Customer Support
Onwards Technologies
Pune
04.2017 - 08.2021
- Client: John Deere
- Managed procurement, sales, inventory, and supply chain operations using SAP MM, PTC Windchill, and ERP systems.
- Processed over 700 engineering change notices, improving parts catalog structure, and reducing ambiguity.
- Developed strategic customer engagement initiatives, optimizing service delivery and improving NPS and CSAT scores
Quality Assurance Engineer
Pathozyme Plast
Kolhapur
12.2014 - 04.2017
- Conducted customer issue resolution, CAPA (Corrective and Preventive Actions), and process audits
Education
BE - Mechanical Engineering
Sanjay Ghodawat Institutes
Kolhapur01.2014
HSC -
Fergusson College
Pune01.2010
SSC -
T.K. Military Academy
Kolhapur01.2008
Skills
- Customer Experience
- Order Fulfillment
- SAP (MM, SD)
- CRM Systems
- Process Improvement
- Digital Transformation
- Leadership
- Team Management
- Supply Chain
- Procurement
- Project Management
- Strategic Planning
- Data Analysis
- KPI Management
Certification
- Customer Relationship Skills – People Strategy Leadership, 09/01/23
- Finding Peak Performance – People Strategy Leadership, 02/01/24
Languages
- English, Highly Proficient
- Hindi, Highly Proficient
- Marathi, Highly Proficient
Accomplishments
- Achieved NPI feedback as promoter from customer (region 4) for all EPDP projects; for Motor Grader project achieved 10/10 promoter score.
- • Received special recognition for completing the critical PCRC and DTAC cases and help to achieve the metrics goal for team
- • Received ‘Pat on Back’ recognition for creation of ‘Parts Condition Based Authoring Process’ training material for new joiners in team
- • Team Player Recognition for Proactive tracking ECMs
Timeline
Sr. Customer Experience Professional
Honeywell International India Pvt Ltd
07.2022 - Current
Team Lead – Customer Experience
CYIENT
04.2022 - 07.2022
Senior Engineer – Customer Operations
L&T Technology Services
08.2021 - 04.2022
Sr. Application Engineer – Customer Support
Onwards Technologies
04.2017 - 08.2021
Quality Assurance Engineer
Pathozyme Plast
12.2014 - 04.2017
BE - Mechanical Engineering
Sanjay Ghodawat Institutes
HSC -
Fergusson College
SSC -
T.K. Military Academy
Similar Profiles
Sudarshan NaikSudarshan Naik
Senior Customer Operations Professional at Honeywell International India Pvt LTDSenior Customer Operations Professional at Honeywell International India Pvt LTD
Alok SinghAlok Singh
Project Lead at Honeywell International India Pvt LtdProject Lead at Honeywell International India Pvt Ltd
Jagrati Vikram SinghJagrati Vikram Singh
Senior Manager at JVCKENWOOD MARKETING INDIA PVT. LTD.Senior Manager at JVCKENWOOD MARKETING INDIA PVT. LTD.