SADHAM HUSSAIN S
CUSTOMER CARE MANAGER
Erode
Summary
Dynamic customer care professional dedicated to driving positive outcomes in service environments. Recognized for enhancing customer experiences and streamlining service workflows to achieve operational excellence. Reliable team player with a strong emphasis on collaboration and adaptability, equipped with exceptional conflict resolution and communication skills. Valued for robust problem-solving abilities that contribute to effective solutions and improved customer satisfaction.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Customer Care Manager
Maruti Suzuki – Ambal Auto
12.2018 - Current
- Highly responsible for our service CEI (Customer Engagement Index) & NPS(Net promoter score).
- Activating whole service marketing and complaint management process by using CRM software.
- Responsible for service load growth and customer satisfaction.
- Monitoring customer feedback report on daily basis and take necessary actions.
- Daily ensuring 100% DIY Service digital enablers as per Maruti SOP.
- Organizing customer relationship programs and service camps.
- Ensuring daily improvements in Smr appointment % and conversion%.
- We got a award from Maruti for Highest CEI (500 plus)load workshop.
- Milestone load target achieved 600 plus vehicles ever first time.
- Service appointment conversion is 62% (last 3 months' average); actual target: 40%.0%.
- Analyzed customer feedback and service metrics to identify trends, driving process improvements and increasing service quality.
- Managed daily operations of the customer care team, ensuring adherence to service standards and timely resolution of escalations.
- Created customer support strategies to increase customer retention.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Analyzed performance metrics, identifying areas of improvement and implementing necessary changes.
Assistant Works Manager
Lawrence Tata Motors
06.2018 - 12.2018
- As a startup, Lawrence Tata motors faced the challenge of improving service load and customer relationship. As an Assistant works manager, I have involved and improved the service load by conducting the frequent service workshop camp&full-fledged marketing involvement.
- Which produce the result of exponential service load and excellent customer relationship and revenue. The process which initiated from our team still followed as a formula.
- Developed and implemented training programs for staff, improving team performance and increasing adherence to safety protocols.
- Analyzed service progress data to identify trends and implement quality improvements,resulting in enhanced product reliability and customer satisfaction.
- Conducted regular reviews of work procedures, making recommendations for improvements as needed based on industry best practices.
- Supervised staff scheduling, balancing workload distribution while maintaining optimal productivity levels.
- Increased employee productivity through comprehensive training programs and regular performance evaluations.
- Collaborated with other managers to develop cross-functional teams that achieved company objectives more efficiently.
- Ensured a safe working environment by enforcing safety protocols and conducting regular inspections.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
Service In charge and Supervisor
Ashok Leyland LCV – Amman Auto
03.2015 - 05.2018
- As a Service incharge, I have involved,workshop job control activities and vehicle receiving & supervising.
- Daily vehicle billing and gateway process.
- Maintaining OE product defect analysis & warranty procedures.
- Activating Pre Service marketing follow-up&Post service follow-up.
- Monitoring smr team & customer care team performance on daily basis.
- Responsible for Bodyshop vehicle receiving and work progress follow up.
- Co-Ordinating with surveyor,Estimation preparation and all the bodyshop claim relevant follow up.
- Supervised daily service operations, ensuring compliance with safety protocols.
- Implemented process optimizations that streamlined service delivery, enhancing customer satisfaction and reducing turnaround times.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Implemented cost-saving measures, significantly reducing operational expenses.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Evaluated customer needs and feedback to drive service improvements.
- Maintained database systems to track and analyze operational data.
Tool Room In charge
ARK Engineering
09.2013 - 11.2014
- As a In charge, I have involved tasks like Zig & Fixtures manufacturing and production quality ensure and maintained the human resources by obtain accurate and consistent output.
- Manufacturing Tool and die for automobile industries.
- Streamlined tool inventory processes, resulting in improved accessibility and reduced downtime across production lines.
- Supervised maintenance schedules for equipment, ensuring optimal performance and prolonging tool lifespan throughout operations.
- Developed and maintained relationships with suppliers, ensuring timely procurement of high-quality tools and materials for projects.
- Improved operational workflows by analyzing tool usage data, leading to strategic adjustments that enhanced overall productivity.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Vendor Manager & QC Controller
TVS brakes India
05.2011 - 09.2013
- As a Vendor Manager, I have ensure all the production environment products with the 100% quality test and managing the human resource to produce maximum output.
- New product development and design approval process.
- Streamlined vendor selection processes, enhancing quality control measures and improving supplier performance across operations.
- Developed and implemented strategic quality assurance protocols, resulting in consistent compliance with industry standards and regulations.
- Collaborated with cross-functional teams to optimize vendor relationships, driving efficiencies and reducing operational bottlenecks.
- Led initiatives to assess vendor performance metrics, ensuring alignment with organizational objectives and enhancing overall supply chain reliability.
- Conducted regular audits of supplier practices, identifying areas for improvement and fostering a culture of continuous quality enhancement.
- Streamlined procurement processes for increased efficiency in sourcing, negotiating, and contracting with vendors.
- Enhanced supplier performance by rigorously evaluating and communicating expectations.
- Improved product quality by conducting thorough vendor audits and implementing corrective actions.
Education
DAE (Dip. In) - Automobile Engineering
Al-Ameen Polytechnic College
Erode04.2011
Higher Secondary School - undefined
Government higher secondary school
Erode03.2008
SSLC - undefined
Government higher secondary school
Erode03.2006
Skills
Customer engagement
Complaint management
CRM software
Customer satisfaction
Customer retention strategies
Team mentoring
Escalation resolution
Feedback analysis
Service marketing
Relationship management
Computer skills
Problem-solving abilities
Disclaimer
I hereby declare that the above particulars given are true and faith to the best of my knowledge and belief.
Timeline
Customer Care Manager
Maruti Suzuki – Ambal Auto
12.2018 - Current
Assistant Works Manager
Lawrence Tata Motors
06.2018 - 12.2018
Service In charge and Supervisor
Ashok Leyland LCV – Amman Auto
03.2015 - 05.2018
Tool Room In charge
ARK Engineering
09.2013 - 11.2014
Vendor Manager & QC Controller
TVS brakes India
05.2011 - 09.2013
Higher Secondary School - undefined
Government higher secondary school
SSLC - undefined
Government higher secondary school
DAE (Dip. In) - Automobile Engineering
Al-Ameen Polytechnic College