Raahul Joshi
After Sales
Nashik
Summary
Results-driven General Manager Service with over 19 years of experience in Mahindra Service Center and 2 years in Volkswagen. Achieved record-high customer satisfaction and improved financial performance through effective turnaround strategies and territory expansion efforts. Expertise in developing new accounts and enhancing operational efficiency.
Overview
3
3
Languages
24
24
years of professional experience
Work History
Group Service GM 21 Outlets
Shaan Cars
01.2023 - Current
- Supporting contributions:
- 21% rise in last 2 years in Load Growth
- Established seven new outlets to broaden distribution coverage.
- Led branch teams through scheduling, staffing, and workload coordination to maintain service coverage.
- Directed area customer service operations, ensuring consistent issue resolution and service standards across locations.
- Trained customer service staff on policies, procedures, and escalation handling to improve consistency.
- Managed West2Best service operations as general manager for FY’24 & FY'25.
- Last two years continuously achieved Titanium Award in BSC
Production and After Sales Head
HAYASA E-MOBILITY INDIA
08.2021 - 01.2023
- Highlighted significant project contributions
- Established production line and reduced TAT per vehicle through line balancing
- Developed after sales process for 132+ dealerships across India
- Assisted R&D team in developing first indigenous e-motorcycle, Vijay2000
General Manager Service
Bhavin Wheels
11.2013 - 03.2021
- Promoted to manager position to recruit train, and supervise 25+ customer service Advisor and coTEK. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout.
- Highlighted significant achievements
- Won “Service Excellence Award” for Mumbai AO in driving record-fastest Service break Even with 8 months of Starting New outlet, propelling Process Quality to improve ranking from #12 in territory to #1 in 2014.
- Secured multiple awards in Mahindra Service KA Sikandar competitions Receiving more than 10 awards in various parameters.
- Reduced staff turnover by 15% in 2015, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.
- Reduced staff turnover by 15% in 2015, achieving record-setting improvement in staff retention through successful employee-development and morale-building programs.
- Elevated store guest-satisfaction index from 67% to 92% within two years by ensuring swift resolution of customer issues, preserving customer loyalty while complying with company policies.
- Participated in taskforce to enhance operations of under-performing units.
- Achieved top honors in Customer Satisfaction Index for WEST Zone
- Won” Mahindra Service KA Sikandar” contests. Receiving more than 10 awards in various parameters.
- Honored as Best Motivator while serving as Service Head
- Introduced and promoted Pink Collar Girl program
General Manager Service
Shreekripa Automobile
08.2017 - 08.2019
- Managed additional responsibilities in General Manager role at VW Nashik.
- Summarized key contributions to management.
- Received 'Sarvottam Award' for West Zone for excellence in Best Service Core Process.
- Achieved 'Best Bodyshop Business Award' for outstanding performance across pan India.
- VW Nashik
Asst. General Manager Customer Service
Jitendra Motors
06.2010 - 08.2013
- Highlighted key successes
- Opened 6 outlets in 2011.
- Developed daily service management tool to streamline employee tasks.
- Increased revenue by 38% in 2013.
- Opening 6Outlets in year 2011.
Customer Service Manager
Jitendra Motors
07.2009 - 06.2010
- Achievements:
- Reducing DHC concern 65% to single digit 6%.
- Pareto analysis by using 7QC Tool.
- Selling 121 Garbage Tipper to Nasik Municipal Corporation.
- NRC won back 26%.
Technical Manager
Jitendra Motors
05.2006 - 07.2009
- Achievements:
- Reduction in Repeat Repair 5% to 1.1%, benchmarking of record-setting.
- Build in House Tool for productivity improvements with the Help of Technician.
- 100% Train manpower
- Developed secondary channel 10 CoTEK.
Warranty Manager
Jitendra Motors
04.2004 - 09.2006
- Achievements:
- Achieving ZERO Debit notes in carrier.
- Warranty Process streamlines which recognize by Zonal Head.
Service Supervisor
Jitendra Motors
01.2003 - 03.2004
- Achievements:
- Won “Qwik Service” award for Mumbai AO in driving record-fastest Vehicle Service.
Education
B.E. - Automobile Engineering
Dhaneshwar
Pune01-2003
Skills
Responding to issues such as service enquiries, problem resolution, and retaining accounts
Handling customer escalations and all customer relations issues
Leadership and team building
Writing reports and business correspondence
Managing financial budgets
Performance optimization
Managing customer expectations
Building customer relationships and loyalty
Quickly researching and investigating issues that concern a customer
Managing customer service teams, processes, and policies
Conducting visual observations of how staff speak to customers
Overseeing the performance of various departments and functions
Executing all management related administrative duties
Holding regular employee meetings
Preparing daily, weekly, and monthly reports for senior managers
Coaching and developing team members in soft skills
Carrying out annual staff performance appraisals
Monitoring performance of 21DT, 9 Outlets & 2 Branches
Assessing the customer service department’s operational performance against set targets
Promoting products and services
Management
Identifying growth opportunities within specific target markets
Developing strategies for contract negotiations
Strategic decision-making
Strong problem solving and excellent conflict management skills
Rapid problem resolution
Regulatory compliance management
Consistently achieving revenue and customer service targets
Personal
Committed to exceptional customer service
Valuing diversity and inclusion
Able to work a flexible schedule of nights, days, weekends and holidays
Resilience under pressure
Well aware of North Maharashtra territory
Timeline
Group Service GM 21 Outlets
Shaan Cars
01.2023 - Current
Production and After Sales Head
HAYASA E-MOBILITY INDIA
08.2021 - 01.2023
General Manager Service
Shreekripa Automobile
08.2017 - 08.2019
General Manager Service
Bhavin Wheels
11.2013 - 03.2021
Asst. General Manager Customer Service
Jitendra Motors
06.2010 - 08.2013
Customer Service Manager
Jitendra Motors
07.2009 - 06.2010
Technical Manager
Jitendra Motors
05.2006 - 07.2009
Warranty Manager
Jitendra Motors
04.2004 - 09.2006
Service Supervisor
Jitendra Motors
01.2003 - 03.2004
B.E. - Automobile Engineering
Dhaneshwar