Pramod Tiwari

• Developed Digital platform for complaint management in collaboration with SAP/IT Teams including UAT exercise.
• Onboarded 250 Team members & 2000 Business partners thru extensive multiple trainings on Digital platform.
• Resolved 20K Complaints Digitally with reduction in TAT by 50% & Increase in CSI by 20%.
• Reduced process gaps, effectively managing and training 50 employees on best practices to ensure optimal productivity.

Expert in Complaint Management; capable of driving success Mantra of Right customer right benefit specially in UP market and bring down claim loss about 40% with increased in business of 20%.

Expert in Product & Perception establishment: Right from customer prospection & selection and following up product performance with timely update to the user as well as RnD and thereby generating testimonials and converting from individual customer to our brand influencer/Ambassador thru 360 degree Customer centric approach. Established Apollo Truck Bus Radials.

Expert in organizing CVM Workshops, Did multiple CVM Workshops as a CFT Team to understand customers pain points and rating among competitions.

• Improved CSI from 43% To 67% alongwith SLA improvement from 55% To 92%.
• Improved service quality thru CFT approach and increased sales by developing strong knowledge of company's products and services.
• Supervised and observed team activities, offering praise and constructive feedback.
• Identified ongoing issues and implemented solutions to maintain optimum service levels.
• Audited work and customer service processes to identify improvement areas.
• Collaborated with third-party vendors to enhance customer experience.

From vehicle troubleshooting specialist to Tyre expert enabled personal to figure out best combination of vehicle & tyre to get the optimized performance from Tyre & Vehicle.

• Prospection and selection of the End users.

• Training to Internal as well as external customers.

• Development of Expert Tyre Fitters and Apollo Certified Retreaders

• Implementation of Application To Fit Concept & Limited Warranty Policy

• Spread awareness about Truck Bus Radials & It’s benefits over Truck Bus Bias

• Implementation of CAP Process “Customer Acquisition Program”

• Customer Conversion and thereby generating Testimonials

• Handling complete Shop Floor Operations

• Handling Warranty and AMC Operations

• Handling VOR Services

• Handling Recon Engine division and Accident division.

• At Pune Plant - Undergone through functions of complete aggregates of automobile By dismantling and assembling of engines, gearbox, crown-wheels etc.
• At Jamshedpur Plant – Undergone through complete function of Pumps, batteries, Suspension systems, Hydraulic systems etc.
• Conducted Customer Satisfaction Survey in Calcutta and submitted the report to HQ Mumbai.
• One-month hands on experience in Bhubaneshwar Tata owned workshop.