rakeshkumar Kumar
Bhopal
Summary
Results-driven Service Manager with a proven track record in process improvement and customer satisfaction. Expertise in performance evaluation, quality control, and team management.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Service Manager
Ocean Motors pvt Ltd bhopal
Bhopal
10.2024 - Current
- Streamlined service processes to enhance operational efficiency and reduce turnaround times.
- Conducted regular performance evaluations to identify staff training needs and development opportunities.
- Implemented customer feedback systems to gather insights for service improvement initiatives.
- Maintain customer satisfaction.
- Maintain NPS 90 above .
- Plan daily service load and business.
- Improve weak areas also customer queries.
- Tracking daily Workshop operations and productivity.
- Monitored service team performance metrics to drive accountability and continuous improvement.
- Established relationships with local vendors to ensure timely delivery of parts and supplies.
- Led weekly team meetings to discuss service challenges and strategize solutions.
- Created and maintained detailed reports on service operations for management review.
- Trained new hires on company policies and best practices for exceptional customer service.
- Evaluated customer service processes, recommending enhancements to optimize efficiency.
- Managed service department budget, ensuring financial targets were consistently met.
- Executed inventory management strategies to maintain optimal stock levels for service operations.
- Resolved customer complaints in a timely manner.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Created written estimates and obtained customer consent to proceed.
- Created employee work schedules to keep shifts properly staffed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Performed root cause analysis on recurring problems encountered by customers.
- Guided department employees on changes from management.
Service Manager
Surjeet Hyundai
Bhopal
09.2023 - 07.2024
- Conducted regular performance evaluations to identify staff training needs and development opportunities.
- Streamlined service processes to enhance operational efficiency and reduce turnaround times.
- Implemented customer feedback systems to gather insights for service improvement initiatives.
- Monitored service team performance metrics to drive accountability and continuous improvement.
- Developed training programs for service staff to improve product knowledge and customer interaction.
- Led weekly team meetings to discuss service challenges and strategize solutions.
- Resolved customer complaints in a timely manner.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Monitored service performance metrics to identify areas of improvement.
Bodyshop Manager
Success automobile ( Authorized dealer of Morris Garage)
Bhopal
07.2022 - 09.2023
- Managed daily operations of body shop, ensuring alignment with company policies and industry standards.
- Developed training programs for staff, enhancing team skills and improving service delivery.
- Monitored quality control processes, identifying areas for improvement and implementing corrective actions.
- Maintained accurate inventory records, ensuring availability of necessary supplies for repairs.
- Conducted performance evaluations for team members, fostering a culture of continuous improvement.
- Enhanced shop safety protocols, reducing incidents and promoting a secure work environment.
- Created detailed repair reports, documenting all work performed for customer transparency.
- Communicated effectively with insurance companies, documenting in detail each process of repair.
- Wrote complete and accurate cost estimates for labor and parts.
- Estimated automobile repair time accurately, scheduling jobs according to shop capacity.
- Built and maintained strong relationships with customers to encourage loyalty and obtain recommendations.
- Inspected vehicle repairs for quality control during entire repair process and prior to customer delivery.
- Engaged with customers to resolve escalated issues, discuss, and arrange payment schedules, facilitate sales and support customer satisfaction objectives.
Workshop Manager
DAGA MOTORS (Authorised Dealer of Maruti Suzuki)
Vidisha
12.2021 - 02.2023
- Implemented process improvements to enhance workshop efficiency and reduce downtime.
- Conducted regular training sessions to develop team skills and knowledge in automotive repairs.
- Ensured compliance with safety regulations and industry standards within workshop operations.
- Coordinated workflow among technicians to streamline service delivery and reduce wait times.
- Monitored performance metrics to assess workshop productivity and identify areas for improvement.
- Facilitated communication between customers and technicians to ensure clear understanding of service needs.
- Provided technical support to workshop personnel.
- Scheduled preventive maintenance programs for tools, machines, and equipment in the workshop.
- Organized and managed daily workflow of staff members in the workshop.
- Resolved customer complaints regarding product quality or service rendered by the workshop staff.
- Reviewed and approved job orders, estimates, and invoices.
Workshop Manager
Sai ford ( Authorised dealer of Ford Motors)
Hoshangabad
05.2017 - 08.2022
- Implemented process improvements to enhance workshop efficiency and reduce downtime.
- Conducted regular training sessions to develop team skills and knowledge in automotive repairs.
- Ensured compliance with safety regulations and industry standards within workshop operations.
- Organized and managed daily workflow of staff members in the workshop.
- Kept workshop operations in line with budget limitations and schedule demands.
- Resolved customer complaints regarding product quality or service rendered by the workshop staff.
- Reviewed and approved job orders, estimates, and invoices.
- Conducted regular audits of tools, machinery, materials, products and services provided by the shop.
- Consulted with staff on resolution of complex service issues.
Relationship Manager
Narmada Motors ( Authorised dealer of Mahindra & Mahindra)
Hoshangabad
02.2015 - 03.2017
- Developed and executed client engagement strategies to enhance overall satisfaction and retention.
- Facilitated regular communication with clients to address inquiries and resolve issues promptly.
- Conducted market analysis to identify trends, enabling proactive adjustments in service offerings.
- Organized client appreciation events to strengthen relationships and promote brand loyalty.
- Resolved client complaints effectively, transforming challenges into opportunities for improvement.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Resolved escalated customer issues efficiently and effectively within established timelines.
Service Engineer
Deccan diesel indore ( Authorised dealer of L&T construction equipment)
Bhopal
02.2009 - 11.2014
- Executed installation and commissioning of diesel engines in accordance with manufacturer guidelines.
- Coordinated field service activities to ensure timely responses to customer requests.
- Delivered technical support services for equipment issues, enhancing customer satisfaction.
- Documented service activities and maintained accurate records for equipment maintenance.
- Troubleshot and diagnosed system failures, leading to efficient repairs and reduced downtime.
- Provided on-site inspections and evaluations to identify potential equipment issues.
- Implemented preventive maintenance schedules to minimize equipment failures.
- Provided technical support for customers on site or remotely via phone or email.
- Installed, configured and commissioned new customer equipment according to specifications.
- Diagnosed equipment malfunctions and completed repairs to restore equipment and maintain uptime.
- Prepared detailed reports of system performance after installation or upgrades.
- Tested and inspected machinery or equipment to diagnose machine malfunctions.
Education
Bachelor of Science - Science
Bhoj University
Bhopal 07.2009 - 08.2012
Mechanical Engineering - Diploma in Mechanical Engineering
S.v. Polytechnic College
06.2005 - 10.2008
Skills
- Process improvement
- Customer feedback
- Team management
- Performance evaluation
- Service operations
- Quality control
- Financial oversight
- Problem solving
- Continuous improvement
Languages
Hindi, English
First Language
Certification
Workshop manager training at sanand gujrat.
Marital status
Yes
Date of birth
28-3-1986
Hobbies
- Singing, learning,
Timeline
Service Manager
Ocean Motors pvt Ltd bhopal
10.2024 - Current
Service Manager
Surjeet Hyundai
09.2023 - 07.2024
Bodyshop Manager
Success automobile ( Authorized dealer of Morris Garage)
07.2022 - 09.2023
Workshop Manager
DAGA MOTORS (Authorised Dealer of Maruti Suzuki)
12.2021 - 02.2023
Workshop Manager
Sai ford ( Authorised dealer of Ford Motors)
05.2017 - 08.2022
Relationship Manager
Narmada Motors ( Authorised dealer of Mahindra & Mahindra)
02.2015 - 03.2017
Bachelor of Science - Science
Bhoj University
07.2009 - 08.2012
Service Engineer
Deccan diesel indore ( Authorised dealer of L&T construction equipment)
02.2009 - 11.2014
Mechanical Engineering - Diploma in Mechanical Engineering
S.v. Polytechnic College
06.2005 - 10.2008