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
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