Priya Mandar Kangle
Pune
Summary
Experienced professional in automotive sector with in-depth understanding of customer service. Skilled in people management, project management, data analysis, CRM, warranty & recall management. Enriched with amazing communication skills and customer-oriented approach. A team player as well as excellent in individual performance.
Overview
17
17
years of professional experience
Work History
Service Contracts and Recall Manager
Mercedes-Benz India Private Limited
Pune
01.2021 - 08.2023
- Developed & managed a wide range of service packages for various vehicle models, ensuring they meet market demand & customer needs
- Collaborated with Sales & Marketing teams to design promotional strategies that increased service packages sale by 20% over 2 years
- Established pricing models for service packages balancing dealer profitability with customer value
- Monitored service package performance through KPIs, identifying opportunities for improvement or adjustment to offerings
- Assessed service package expenses for different car models and shared results with senior management
- Lead recall initiatives by coordinating with HQ, production, legal teams to ensure effective recall execution for affected vehicles
- Managed recall related communications including press release and customer correspondence
- Developed & implemented strategies to streamline recall processes, reduce response time and increase recall completion rate
- Monitored dealer wise recall completion rate and shared results with Regional Managers for discussions with dealers and decide action plan for improvement
Warranty Manager
Mercedes-Benz India Private Limited
Pune
01.2016 - 12.2020
- Developed and implemented a comprehensive warranty management system to track warranty claims and ensure accurate reimbursement to dealers
- Ensured excellent customer service & efficient resolution of customer inquiries
- Performed dealer audits and ensured adherence to warranty guidelines
- Designed & conducted dealer training programs on different topics related to warranty
- Formulated monthly reports to track warranty information and provide senior management with up-to-date insight into the warranty expenses
- Proficiently managed multiple projects related to warranty programs, simultaneously achieving outstanding results within set budgets
Service CRM Manager
Mercedes-Benz India Private Limited
Pune
02.2011 - 12.2015
- Resolved service-related escalations, improving customer satisfaction
- Ensured close co-ordination with all stakeholders e.g
- Dealer partner, call center for complaint closure
- Formulated monthly reports to monitor dealer performance
- Monitored KPIs and shared results with senior management
- Trained dealer customer care staff on CRM best practices
Asst. Manager Customer Care
Wonder Cars Pvt Ltd.
Pune
01.2007 - 01.2010
- Company Overview: (Authorized Maruti Dealer)
- Managed post service follow-ups and customer satisfaction surveys
- Assisted the service team by handling customer complaints and resolving issues efficiently
- Supported the marketing team in executing after-sales campaigns, free vehicle check ups for service package renewals
- (Authorized Maruti Dealer)
Education
Bachelor of Computer Science -
Pune University
Pune, IndiaSkills
- Customer Relationship Management
- Service Package Development
- Cross-Functional Collaboration
- Solution Oriented & Pragmatic
- Proficient in communication skills
- Customer centric approach
- Data analysis
- Project management
- Process improvement
- Multitasking
Other Trainings Attended
- 7 Habits of highly effective people
- 6 Thinking Hats
- Finance for non-finance
- Advanced MS-Excel
- Advanced Power point presentation
- Lateral Thinking
Professional Highlights
- Special recognition by organization for successful implementation of Global warranty management system ‘VEGA’ at MB India, during pandemic year 2020.
- Appreciation by organization for playing vital role in implementation of ‘Retail of Future’ at MB India in year 2021.
- Presented with appreciation letter and special cash bonus for successful & smooth migration of warranty claim processing to CAC team i.e. Warranty Hub team in year 2022.
- Nominated for ‘Rockstar Award’ for different process optimization initiatives in After-sales function.
Languages
Marathi
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Timeline
Service Contracts and Recall Manager
Mercedes-Benz India Private Limited
01.2021 - 08.2023
Warranty Manager
Mercedes-Benz India Private Limited
01.2016 - 12.2020
Service CRM Manager
Mercedes-Benz India Private Limited
02.2011 - 12.2015
Asst. Manager Customer Care
Wonder Cars Pvt Ltd.
01.2007 - 01.2010
Bachelor of Computer Science -
Pune University
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