Prosenjit Dey
Bangalore
Summary
Seasoned & versatile management professional with over 9+ years of cross-functional experience across Automobile Customer Services; technical knowledge of carrying out basic checks, diagnosis in vehicle, sales etc.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Motor Claim Specialist
Acko General Insurance
Bangalore
08.2022 - Current
- Achieved efficient handling of motor claims as a Specialist.
- Ensure that all documentation is accurately entered into the system.
- Maintain timely and accurate records of all claim activity.
- Determined liability according to applicable laws and coverage provisions.
- Resolving difficult issues promptly while maintaining a high level of professionalism.
- Interact effectively within and across teams and contribute towards the success of shared team goals by building a constructive team environment by demonstrating the Attitudes and supporting others to develop them.
- Liaison, and Coordination with centralized Team, regional claims team, garages & surveyors for follow-up endure claims are processed with shortest possible time and dispense the role as the set KPIs.
- Reviewed incoming claims for accuracy and completeness in accordance with policy provisions.
- Identified potential fraud indicators and escalated to appropriate personnel for further investigation.
- Provided excellent customer service throughout the entire claims process.
- Investigated, evaluated, and negotiated settlements of assigned claims.
- Hand Holding the customers on loss minimization in scenarios where the claim is non-admissible.
- Developed effective relationships with customers through communication via phone or email.
Mercedes Benz Certified Service Consultant
Akshaya Motors- Mercedes Benz
Bangalore
06.2017 - 06.2022
- Prepared detailed reports on customer interactions for management review.
- Generating revenue for dealership by offering right services as per the requirement and ensuring the customer satisfaction by fulfillment of their requirements
- Identifying & translating the customer requirement in technical instructions with quick test and environment data collected during reception with the help of Quality Inspector
- Established positive relationships with key stakeholders both internally and externally.
- Collaborated with other departments within the organization to ensure that all requests were handled efficiently.
- Utilized problem solving skills while dealing with difficult situations involving dissatisfied customers.
- Created promotional materials for new products or services as needed.
- Analyzed data from surveys to identify areas where improvements could be made in customer service delivery processes.
- Assisted customers in selecting appropriate services based on individual needs and preferences.
- Addressed customer concerns promptly to ensure satisfaction with products or services purchased.
- Mentored junior staff members on best practices when interacting with customers via telephone or email.
- Participated in team meetings to discuss potential solutions for improving customer experience.
- Processed payments for services rendered in a timely manner.
- Demonstrated knowledge of company products and services, including pricing plans and features.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Test-driving vehicles to confirm service repairs.
- Calling customer after 3 days of vehicle delivery to know the post service feedback.
Senior Service Advisor
Trident Hyundai
Bangalore
12.2014 - 06.2017
- Produced accurate job cards, invoices and related guest information, providing relevant information to both the workshop and external guests.
- Inspected completed jobs before returning vehicles to customers; verified satisfaction with results.
- Identified opportunities for upselling services and recommended them to customers accordingly.
- Assisted other technicians with complex repairs when needed.
- Conducted detailed inspections of vehicles to identify potential issues or safety hazards.
- Performed basic maintenance tasks such as oil changes, tire rotations, fluid flushes.
- Reviewed customer feedback surveys regularly in order to identify areas of improvement within the service department.
- Maintained accurate records of all services performed on customer vehicles using dealership software.
- Explained technical diagnoses and required repairs to customers in a clear and concise manner.
- Diagnosed mechanical problems by listening to customer descriptions, observing symptoms, and running diagnostic tests.
Education
Bachelor of Engineering - Automobile Engineering
Satyabama University
Chennai, TN04-2014
AISSCE - Science
Oil Valley School
Digboi, Assam05-2010
AISSE - Matric
Vivekananda Kendra Vidyalaya
Jairampur, Arunachal Pradesh05-2008
Skills
- Client/Customer Relationship Management
- Claims Investigation
- Customer service expertise
- Handling Customer Complaints
- Manufacturing Operations
- IT Skills (Sibel, GDMS, Microsoft Office- Word & Excel and Internet Applications)
- Quality Assurance & Control
- Technical Support & Writing
- Team Management
- Technical knowledge
- Strong Work Ethic
- Repair Quality Inspections
Languages
English
First Language
Hindi
Proficient (C2)
C2
Kannada
Upper Intermediate (B2)
B2
Bengali
Proficient (C2)
C2
Assamese
Proficient (C2)
C2
Affiliations
- Academic Project Handled- Design & Development of Muffler for Commercial Vehicle at Ashok Leyland Limited
Certification
- Certified Service Consultant from Mercedes-Benz India, India within a span of 15 months in 2018.
Personal Details
Gender- Male
Date of Birth- 13th December 1992
Father's Name- Mr. Pankaj Kumar Dey
Mother's Name- Mrs. Rita Dey
Present Address- #51/1/5, Lakshmi Layout Main Road, Chikka Begur Road, Kudlu Gate, Bangalore-560068
Permanent Address- H/No. 10, Eastern Bylane, Chengkoori Road, Silchar, Assam-788004
Timeline
Motor Claim Specialist
Acko General Insurance
08.2022 - Current
Mercedes Benz Certified Service Consultant
Akshaya Motors- Mercedes Benz
06.2017 - 06.2022
Senior Service Advisor
Trident Hyundai
12.2014 - 06.2017
Bachelor of Engineering - Automobile Engineering
Satyabama University
AISSCE - Science
Oil Valley School
AISSE - Matric
Vivekananda Kendra Vidyalaya
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