SAMRAT SINHA

Seeking assignments in Senior Management in After Sales / Client Servicing / Customer Relationship Management with an organization of repute.

Reliable business professional with experience in project management, process improvement and establishment of a culture and mindset of luxury .

Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

• DGM Sales Training, Mercedes Benz India, 05/2022, Present, Strategize Sales training and enhancement in knowledge and skills for dealer personnel, Undertake certification trainings for dealers, Organize product trainings with introduction of new models and refreshers, Organize experiential programs for dealers clubbed with learnings and skill enhancement initiatives, Undertake various dialogues and programs periodically to keep up the momentum of learning and success measurement, Establish and roll out luxury programs for dealers and internal personnel, Successfully led a luxury workshop activity in the Middle East for Top Management in retail network, Successfully led the project of establishment of a culture of luxury in retail through a series of training programs to influence the mindset and behaviour for dealer personnel, Strategically and effectively continued the learnings of luxury in retail to the future times, Successfully implemented a new Sales certification initiative, Highly contributed to luxury learnings and mindset influence for demonstration of a luxury behaviour in retail
• DGM Retention and Business Growth, 02/2021, 05/2022, Launch of analytic based schemes for retention growth, End-to-End control - Announce scheme rewards, awards, settle credit notes, responding to IMS & Corporate audit requirements, Measure and present success of each scheme, Enhance Extended Warranty products and simplify process (Advance Assurance, Certified Assurance) for higher retention., Identify bottom 5 Dealers and ensure improvements (monthly), Identify bottom 3 models and ensure improvements (monthly), Quarterly review with service provider for optimizing pricing, Responding to technical and commercial inquiries raised by Dealers/ CRM for redress., Co-ordinate for International Dealer Standards requirements, Co-ordinate for In Service Conformity requirements from Homologation, CS Retail manpower management and preparing recommendations of manpower to Dealers based on business performance., Analytic study of macro and micro economics to assist in business projection, Successful launch of strategic business schemes for revenue growth and customer retention, Successfully optimized extended warranty products on price point for ease of sale and revenue growth, Successfully led dealer standard audits and implemented changes for higher efficiencies at retail
• DGM Customer Services Operation, 04/2018, 02/2021, Responsible for quantitative and qualitative KPI’s, Responsible for business achievements and steering of dealerships, thus contributing to overall Customer Services business in the Principal organization, Responsible for CSI, Customer complaints, Responsible for monitoring net performance and pendency, Responsible for devising and monitoring various methods of incremental thruput, parts penetration and retention of Customers, Undertaking study of market pulse on a monthly basis for appropriate monitoring, Based on monthly analysis, strategizing retail measures for incremental business (parts, tyres, dead stocks etc.), Responsible for development of Customer Services workshop monitoring requirement of expansion and undertaking discussions with Investors for necessary expansions and finally implementation, Led in zonal business contribution of the responsible zone month on month, Effectively and successfully led the project of workshop efficiency across dealer network for 2 years, Very successfully led the project of establishing connected cars with Mercedes me adapter with a result of India being No. 1 in the Mercedes-Benz world, for 2 years
• DGM Customer Services Operation, 11/2017, 04/2018, Responsible for quantitative and qualitative KPI’s, Responsible for business achievements and steering of dealerships, thus contributing to overall Customer Services business in the Principal organization, Responsible for CSI, Customer complaints, Responsible for monitoring net performance and pendency, Responsible for devising and monitoring various methods of incremental thruput, parts penetration and retention of Customers, Undertaking study of market pulse on a monthly basis for appropriate monitoring, Based on monthly analysis, strategizing retail measures for incremental business (parts, tyres, dead stocks etc.), Responsible for development of Customer Services workshop monitoring requirement of expansion and undertaking discussions with Investors for necessary expansions and finally implementation, Effectively led the zone and maintained high business contribution, Highly contributed to reduction of Customer complaints and effective handling and resolution of complaints, Effectively contributed to incremental quality of retail manpower
• DGM CRM After-Sales, Mercedes-Benz India, 01/2017, 11/2017, Responsible for effective After-Sales complaint management, Responsible for the operations and functions of Contact Center, Responsible for key decision making of Product issues of Customers and internal coordination, Responsible for Fleet and Specialty cars management, Responsible for After-Sales products, Effectively and successfully reduced Customer complaint ratio, Implemented various measures in retail process to improve CSI, Effectively contributed to resolution of high end customer complaints and achieve their satisfaction, Highly contributed to reduction of legal cases through effective Customer handling, Successfully conducted training programs on various topics of CRM, customer handling, soft skills and communication, Effectively led the Call Center operations with >95% retention
• DGM CRM, Mercedes Benz India, 07/2013, 12/2016, Responsible for setting up the CRM department in Mercedes Benz India, as an independent functional unit, Responsible for implementation a 360 degree Life Cycle Management of prospects and customers, Responsible for preparing and implementing SoP’s pertaining to various verticals and silo’s in Customer Relationship Management, Responsible for planning of restructuring dealership organization and implementing the same, Responsible to establish and strengthen the Lead and Complaint Management process, as a startup project, Responsible for establishing an outsourced Call Center, Responsible for analysis on all customer touchpoints, preparing countermeasure action plans and implementation of the same, Responsible for strategic preparation and implementation of CRM activities and establish a road map for various categories of end users., Effectively and successfully reduced Customer complaint ratio and increased CSI, Successfully implemented Sales Funnel activity contributing to structured management of leads, Highly contributed to reduction of legal cases through effective Customer handling, Successfully conducted training programs on various topics of CRM, customer handling, soft skills and communication, Effectively led the Call Center operations with >95% retention
• Regional Head of After Sales, Audi India, 04/2012, 06/2013, Responsible for 7 dealers in North and West India, Implementation of the Audi After Sales Core process, Responsible for escalation control of customer complaints and closing days, Responsible for incremental growth of Customer Satisfaction Index, Responsible for strategic planning for dealership development in Quality, Responsible for plans for profitability of dealerships, Responsible for assisting dealerships for Parts and Accessories business, Responsible for maintenance dealership standards as per guidelines, New dealership development and timely activation, Responsible for Quality Check implementation and monitoring, Monitoring of Service Campaigns, Roll out and continuation of “Kundentisch”, Responsible assisting in for dealership manpower retention, Responsible for positivity in Dealer Satisfaction Survey, Responsible for Service capacity expansion of dealerships, Support and monitoring of goodwill budget, Responsible for establishing outsourced services for Post Service Follow up, Pan India, Effectively led in zonal business contribution of the responsible zone month on month, Successfully led the project of workshop efficiency across dealer network for 2 years, Very successfully led the project of establishing connected cars with Mercedes me adapter with a result of India being No. 1 in the Mercedes-Benz world, for 2 years
• Head of Customer Care Management, Audi India, 03/2008, 04/2012, Implement the Audi After Sales Core CCM process, Setting up of required tools and processes at Audi India and at dealerships, Establish Customer Care at dealerships, Train and control dealer CCM, Resolution of customer grievances, Cross departmental functions of continuous co-ordination between Sales, After Sales, Parts and Technical departments for resolution of customer complaints, Analysis of complaints and report to VP, Audi India and Audi AG for improvement of processes and products, Establish Call Center operations as a window for customer contact, Establish newer concepts of Road Side Assistance and loyalty services in co-ordination with Call Center, Dealerships and Audi India, Define communication paths between Customer, Call Center, Road side Assistance, Dealerships and Audi India, Monitor training of Call Center Executives company, Fix targets and KPI’s for Call Center, Road Side Assistance and Dealerships, Manage overall processes and improve consequently, Establish communications with relevant companies for analyzing Customer Satisfaction Index, Implement CSS in India for Audi India in the country, Establish the concept of ‘Kundentisch’ for Audi India in the network and within the company, Establish the concept of Customer Delight Management and implementation, Conduction of periodic trainings for dealer Customer Relation Managers and executives of Call Center, Effectively and successfully reduced Customer complaint ratio and increased CSI, Successfully implemented Sales Funnel activity contributing to structured management of leads, Highly contributed to reduction of legal cases through effective Customer handling, Successfully conducted training programs on various topics of CRM, customer handling, soft skills and communication, Effectively led the Call Center operations with >95% retention
• Asst. Manager, Customer Relationship Management, Honda Siel Cars India Ltd., 09/2006, 02/2008, Instrumental in effectively handling and reducing customer complaints by effective communication and monitoring, considerably bringing down closure days in the North and the West zone., Extensively conducted training programs and seminars for effective communication and customer handling of Customer Relation Executives at dealerships., Played a key role in analyzing national data for focusing on key areas for CSI no. 1., Successfully introduced and monitored new concepts for direct customer interaction for timely addressing of concerns for better position in CSI., Played a key role in analyzing dealer performance for up gradation by countermeasure implementation., Analysis of TNS and JD Power findings for countermeasure suggestions for incremental CSI
• Manager Marketing Service, Yamaha Motor India Sales Pvt. Ltd., 10/2002, 08/2006, Instrumental in dealer development by way of infrastructural up gradation, dealer service profitability, high workmanship standards, implementation of systems etc. for smooth running of the organization., Instrumental in organizing and conduction of product trainings and providing feedback for enhanced operations., Effectively resolved recurring customer complaints and warranty resolution., Instrumental in setting up new dealership at various locations with latest international standards., Played a key role in the launch and marketing of new models Fazer, G-5, Crux-S and Gladiator in the North East., Successfully managing the inventory function of spares, components, accessories and apparels and ensuring proper and timely generation of orders, delivery & availability of stocks at dealer end., Played a key role in organizing and conduction of various Sales and Service activities throughout the North East., Effectively monitored and managed depot operations and instrumental in drastically lowering transit damages.
• Resident Service Engineer, Yamaha Motor India Pvt. Ltd., 01/2000, 09/2002, Actively implemented quality control measures for providing better product quality by giving technical analysis, technical feedback and performance details., Played a key role in ensuring customer satisfaction by seeking constant feedback and resolving customer complaints., Successfully planned and conducted extensive service activities for problem solving, customer retention and rural penetration., Successfully launched and marketed Yamaha YBX, RX-135, Crux, Libero & Enticer., Effectively led, trained and monitored the performance of team members to ensure efficiency in operations., Played a key role in monitoring spare parts and accessories ordering and movement.
• Works Manager, Kalinga Auto Center Ltd., 04/1998, 12/1999
• Workshop Supervisor, Kalinga Auto Center Ltd., 11/1997, 04/1998
• Maintenance Engineer, Puran Alloy and Steel Pvt. Ltd., 01/1995, 10/1997

• Date of Birth: 08/15/70
• Gender: Male
• Nationality: Indian
• Marital Status: Married

• Orissa State Electricity Board (Mechanical Maintenance Division), Bhubaneswar (1992)
• Kirloskar Electric Company Ltd., (Mechanical Division), Bangalore (1993)
• Works Manager Training of Hero Honda Motors Ltd., Calcutta, conducted by Corporate Vision, New Delhi (1999)
• Resident Service Engineer Training of Yamaha Motor Escorts Ltd., at Yamaha Training Academy, Faridabad (2000 and 2001)
• Service Engineer Training of Yamaha Motor India Pvt. Ltd., at Yamaha Technical Academy, Faridabad (2002)
• CSI Training of Yamaha Motor India Sales Pvt. Ltd., Kolkata (2004)
• TQM Training of Honda Siel Car India Ltd. (2007)
• Brand and Product Training, Audi, Mumbai (2008)
• Service Day Training, Ingolstadt, Germany (2008)
• Customer Care Basic Training, Ingolstadt, Germany (2008)
• Customer Care Advanced Training, Dubai (2010)
• Workshop on Kundentisch, Frankfurt (2010)
• Central Launch Training for new Audi A6, Munich (2011)
• Customer Care Expert Training, Ingolstadt, Germany (2011)
• Workshop on Best Practice, Barcelona, Spain, 2011
• Train the Trainer, Customer Care Basic, Advanced, Expert Training, Ingolstadt, Germany (2011)
• Train the Trainer on Potential Analysis of Service Manager, Singapore (2013)

Successfully led a luxury workshop activity in the Middle East for Top Management in retail network

Successfully led the project of establishment of a culture of luxury in retail through a series of training programs to influence the mindset and behaviour for dealer personnel

Strategically and effectively continued the learnings of luxury in retail to the future times

Successfully implemented a new Sales certification initiative

Highly contributed to luxury learnings and mindset influence for demonstration of a luxury behaviour in retail

Analytic study of macro and micro economics to assist in business projection

Successful launch of strategic business schemes for revenue growth and customer retention

Successfully optimized extended warranty products on price point for ease of sale and revenue growth

Successfully led dealer standard audits and implemented changes for higher efficiencies at retail

Led in zonal business contribution of the responsible zone month on month

Effectively and successfully led the project of workshop efficiency across dealer network for 2 years

Very successfully led the project of establishing connected cars with Mercedes me adapter with a result of India being No. 1 in the Mercedes-Benz world, for 2 years

Effectively and successfully reduced Customer complaint ratio and increased CSI

Successfully implemented Sales Funnel activity contributing to structured management of leads

Highly contributed to reduction of legal cases through effective Customer handling

Successfully conducted training programs on various topics of CRM, customer handling, soft skills and communication

Effectively led the Call Center operations with >95% retention