Summary
Overview
Work History
Education
Skills
Awards & Achievements
Certification
Additional Certifications
Interests
Languages
Projects
Timeline
Generic
Raj Gurjar

Raj Gurjar

Summary

Highly experienced and certified professional with a background in mechanical engineering and a PGDM. Offers 12 years of award-winning experience in various automobile industries. Demonstrates expertise in customer and dealer management, driving business growth, and utilizing strong analytical abilities to excel as a service professional.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior-Customer Care Manager

Mahindra & Mahindra Limited -MTBD
03.2018 - Current
  • Supervised daily operations to enhance revenue, customer satisfaction, and employee productivity.
  • Built customer relationships by addressing concerns, understanding needs, and following up with potential and existing customers.
  • Boosted dealership profitability through optimized service operations, cost reduction, and strategic customer engagement.
  • Enhanced customer satisfaction and loyalty via effective issue resolution and service quality improvements, driving retention.
  • Streamlined SOPs to improve efficiency, service quality, and compliance across teams.
  • Refined SOPs to drive productivity, ensure quality, and align team processes with best practices.
  • Expanded dealer networks to increase market reach by identifying strategic locations and fostering partnerships.
  • Optimized parts stocking by managing inventory levels and analyzing demand, ensuring availability while reducing costs.
  • Organized customer meets for feedback to strengthen relationships and align service improvements with customer needs.
  • Reduced TAT and increased vehicle uptime through efficient service and proactive maintenance strategies.
  • Managed daily workflow and staffing to ensure optimal service delivery.


Customer Service Manager-Pace

Tata Motors Limited - CVBU
10.2016 - 03.2018
  • Handling 16 dealers, branches and TASS across Rajasthan for Tata Motors and support low performing channel partners
  • Objectives were to enhance revenue, BS IV handling and channel partner score cards
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Regional Service Support

Triumph Group/ Renault Motor India Pvt Ltd
07.2013 - 10.2016
  • Creation process of service force, dealer development, manpower Manager Service - Rajasthan -Catered customer service and training needs for participants from 07 Dealer, Branches across Rajasthan -Targets are to implement SOP
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.

Manager Service

Triumph Group/ Chevrolet India Limited
01.2011 - 07.2013
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed and maintained relationships with customers and suppliers through account development.

Internship- In Workshop Management

Hyundai Motors India Ltd
04.2010 - 12.2010
  • Learning about workshop operations development, productivity competition benchmarking for Hyundai Motors India Ltd, Yamaha Bike Motors channel partners across south India
  • Targets were to enhance business, and dealer field presence.
  • Sorted and organized files, spreadsheets, and reports.
  • Analyzed problems and worked with teams to develop solutions.
  • Explored new technologies and approaches to streamline processes.
  • Participated in workshops and presentations related to projects to gain knowledge.
  • Prepared project presentations and reports to assist senior staff.

Education

Industrial Engineering And Management - Diploma in Industrial Engineering And Management

Sikkim Manipal University
Online
04-2024

Bachelor of Engineering - undefined

Rajasthan University
01.2011

Skills

  • Exceptional communication
  • Dealer Network Management
  • Complaint escalation management
  • Business Strategy & Operations Management
  • Customer experience improvement
  • Product Support & Establishments
  • Training and mentoring
  • Service solution development
  • Strong leadership & team Management
  • Inter-department collaboration

Awards & Achievements

Archiver in  Spare Business- North  - Mahindra MTBD - FY 2022-23

Best Uptime MKA Award (Area Business Head, MTBD)- FY 2021-22

Best MKA Service Support. (Area Business Head, MTBD)- FY 2021-22

Creating a Memorable Customer Experience (Tata Motors Limited-CVBU)- FY 2017-18

Best Service - Defence Key Account (Tata Motors Limited-CVBU)- FY 2017-18

Zonal Choice Award- (Business Head, GM INDIA)- FY 2014-15

Archiver in- VAS Business EW & RSA- (Triumph Group-RENAULT)-FY-2013-2014

Service Excellence-( Triumph Group-GM INDIA)- FY-2012-2013


Certification

  • Certification in World Class Customer Service Quality, Mahindra Truck & Bus-MTBD, 02/2023
  • Certification - Technical-BS VI (Customer Care Manager), Mahindra Truck & Bus-MTBD, 12/2022

Additional Certifications

  • Advanced Certification in MS Office with AI & Chat GPT 4.0
  • Advanced Excel MIS & Dashboard Expert Course
  • Advanced Excel Power BI & Presentation Expert Course



Interests

Volunteering in Military Family Support- Dedicated volunteer in Military Family Support, assisting military families with resources, emotional support, and community integration, also Active volunteer supporting underprivileged families by providing essential & medical resources, financial aid, and community assistance


Travelling & Photography -Enthusiastic about traveling and exploring new places, documenting memorable moments through photography, and embracing diverse cultures and landscapes


Shooting -Passionate about shooting sports, continually refining skills in accuracy, focus, and technique to excel in competitive shooting events

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
French
Intermediate (B1)

Projects

Compressed Air Engine Project :- 

 Introduction: The project explores a renewable energy vehicle powered by a Compressed Air Engine (CAE), a motor that performs mechanical work through the expansion of compressed air.

  • Cost Efficiency: Compressed air engines lower vehicle production costs as they do not require a cooling system, relying instead on ambient air temperatures (cold and warm). This feature allows for the use of lighter and less durable materials in engine construction.
  • Working Mechanism: The engine acts as a pneumatic actuator, converting the energy stored in compressed air into useful mechanical work.
  • Fuel and Power Source: Unlike traditional engines that combust fuel to create hot gases, a compressed air vehicle operates by expanding compressed air stored in a tank to drive the pistons, eliminating fuel use and emissions.
  • Environmental Benefits: By using compressed air, these vehicles reduce dependency on fossil fuels and minimize carbon emissions, making them an eco-friendly alternative for sustainable transportation solutions.


Solar-Powered Car Roof Fan System :-

Description: We Design a solar-powered ventilation system for parked cars to reduce the interior temperature and improve comfort upon entry.

  • Focus Areas: Solar energy harnessing, motor integration, and temperature control.
  • Outcome: Prototype showcasing temperature reduction effectiveness, potentially leading to improved passenger comfort and fuel efficiency.

Timeline

Senior-Customer Care Manager

Mahindra & Mahindra Limited -MTBD
03.2018 - Current

Customer Service Manager-Pace

Tata Motors Limited - CVBU
10.2016 - 03.2018

Regional Service Support

Triumph Group/ Renault Motor India Pvt Ltd
07.2013 - 10.2016

Manager Service

Triumph Group/ Chevrolet India Limited
01.2011 - 07.2013

Internship- In Workshop Management

Hyundai Motors India Ltd
04.2010 - 12.2010

Bachelor of Engineering - undefined

Rajasthan University
  • Certification in World Class Customer Service Quality, Mahindra Truck & Bus-MTBD, 02/2023
  • Certification - Technical-BS VI (Customer Care Manager), Mahindra Truck & Bus-MTBD, 12/2022

Industrial Engineering And Management - Diploma in Industrial Engineering And Management

Sikkim Manipal University

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Raj Gurjar