Sagar Yadav
Gurugram
Summary
Expert in enhancing customer satisfaction through proactive engagement and service excellence across all touchpoints. Monitors after-sales KPIs, implementing corrective actions to drive continuous improvement. Collaborates with dealerships to resolve concerns and elevate service quality, while effectively addressing complex technical issues to minimize downtime. Conducts technical training and audits, ensuring high standards in customer complaint handling and fostering strong relationships with key stakeholders.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager
Hyundai Motor India Limited
Gurugram, Haryana
01.2023 - Current
- Superior Customer Experience: Ensure superior customer
satisfaction across all touchpoints through proactive
engagement and service excellence. - Monitor After sales & service KPIs (TAT, CSI, repeat repairs) and take corrective action for improvement
- Dealer Support & Handling: Work closely with dealership
role holders to resolve dealer-related concerns and
strengthen service quality. - Problem Solving: Handle and resolve complex technical
problems to minimize downtime (TAT) and maximize
customer satisfaction. - Conduct technical training and audits for workshop teams
- Customer Complaint: Address customer complaints and
feedback promptly, ensuring customer satisfaction and
retention. also monitor and reduce CC/1000 - Technical Issue Resolution: Coordinate with DRDC and
dealership technicians to address and resolve technical
concerns on a priority basis. - Dealer Audit: Audit dealerships for customer complaint
handling, availability of skilled manpower, and necessary
instruments. - Customer Relations: Maintain strong relationships with key
stakeholders, including dealerships and customers, to ensure
high levels of service and satisfaction. - Digital Pre-Delivery Inspection (DPDI): Encourage
dealership teams to conduct digital PDI to achieve zero
complaints and improve customer satisfaction.
Sr. Engineer
BorgWarner India ( Delphi ) Limited
Gurugram, India
05.2021 - 12.2022
Section Engineer
Jtekt India Limited
Gurugram
09.2018 - 05.2021
Quality Engineer
Shivani Locks Private Limited (Venus Group)
Faridabad
07.2017 - 08.2018
Quality Engineer
Anu Industries Limited (Minda Group)
Gurugram
06.2015 - 07.2017
Education
B. Tech - Mechanical Engineering
Uttar Pradesh Technical University
Uttar Pradesh, India01-2015
12th -
Uttar Pradesh Board
Uttar Pradesh, India01-2011
Skills
- Microsoft Office proficiency
- Effective communication
- Problem solving
- Customer handling and support
- After Sales Service operation
- Customer satisfaction improvement
- Warranty and claims management
- Team leadership and training
- CRM and DMS systems
Languages
English
Proficient
C2
Hindi
Proficient
C2
Personal Information
Father's Name: Naresh Kumar Yadav
Mother's Name: Late Usha Yadav
Date of Birth: 20th Aug 1994
Marital Status: Unmarried
Present Address: 2121 Khushal Homz Sector 17 A
Gurugram, Haryana-122001
Permananet Address:VPO- Chouradev,
District- Saharanpur Uttar Pradesh- 247001
Certification
- Six Sigma Green Belt
- Electric Vehicle And Diagnosis
- ETA INCA
- Gen AI for market research Analysis
- Internal Auditor- IATF 16949
Disclaimer
I hereby declare that all the statements made in this resume are complete & correct to my knowledge. In the event of any information being found false, I'll be responsible for that.
Timeline
Manager
Hyundai Motor India Limited
01.2023 - Current
Sr. Engineer
BorgWarner India ( Delphi ) Limited
05.2021 - 12.2022
Section Engineer
Jtekt India Limited
09.2018 - 05.2021
Quality Engineer
Shivani Locks Private Limited (Venus Group)
07.2017 - 08.2018
Quality Engineer
Anu Industries Limited (Minda Group)
06.2015 - 07.2017
B. Tech - Mechanical Engineering
Uttar Pradesh Technical University
12th -
Uttar Pradesh Board