Sanjay C J

• Spearheading marketing campaigns to enhance After Sales Service (AFS) business growth across three brands
• Planning and executing seasonal campaigns to drive customer engagement and service revenue
• Conducting service cost benchmarking for new vehicle launches to maintain market competitiveness
• Developing and implementing extended warranty sales strategies to increase coverage uptake
• Managing the Jeep Life subscription renewal project for a seamless customer experience
• Strategizing lost customer recovery initiatives to boost retention and revive dormant customers
• Planning and executing RSA (Roadside Assistance) sale improvement strategies to enhance the sale growth of 50%
• Coordinating regularly with the field team to identify and address gaps, improving business KPIs

Muthoot Automotives India Pvt ltd are coming under Muthoot Pappachan group they have various firms like finance construction Automobile sales and service etc

• Implemented strategies to increase customer service satisfaction ratings.
• Supervise daily service reception to ensure timely vehicle deliveries
• Ensure adherence to quality standards and manufacturer service processes
• Monitor and report on customer retention for service and repairs
• Coordinate with parts department for special parts requirements
• Oversee staff training and skill enhancement initiatives
• Resolve customer complaints promptly and accurately
• Review repair estimates and provide necessary guidance
• Participate in meetings to address operational concerns
• Communicate with the manufacturer for warranty-related approvals
• Analyze data to improve customer satisfaction and profitability
• Lead and motivate the team to achieve targets and enhance performance
• Develop staff knowledge and promote skill development
• Conduct appraisals and create a coaching-focused environment
• Encourage teamwork and share expertise with the team
• Ensure safe and efficient work practices
• Participate in recruitment for current and future roles
• Muthoot Automotives India Pvt ltd are coming under Muthoot Pappachan group they have various firms like finance construction Automobile sales and service etc
• Resolved customer complaints in professional and timely manner.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Improved customer satisfaction by implementing streamlined service processes and staff training programs.
• Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Monitored service staff performance and provided feedback for improvement.
• Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Analyzed service reports to identify areas of improvement.
• Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
• Hired, trained and supervised team of service staff members to meet business goals.
• Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
• Met with customers to discuss service needs and offer available solutions.
• Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
• Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
• Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
• Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
• Increased overall revenue by upselling additional services and products during routine maintenance visits.
• Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
• Implemented inventory management systems to reduce costs and increase efficiency in the service department.
• Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
• Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
• Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
• Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
• Enhanced safety protocols for service operations, resulting in reduction in workplace accidents and ensuring compliance with regulatory standards.
• Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.

• Company Overview: A leading south Indian Honda car dealership for both sales and service
• Resolve customer complaints and coordinate factory assistance as needed, using 5Why for root cause analysis
• Ensure vehicles are prepped for delivery, with customers informed about warranty and maintenance details
• Explain service and parts operations, utilizing 3M to identify and eliminate inefficiencies
• Manage customer follow-up programs and post-sale contacts to maintain high satisfaction
• Schedule service appointments, ensuring timely follow-ups to meet customer needs
• Prepare monthly reports on customer satisfaction and discuss improvements using PDCA cycles
• Maintain detailed records of customer complaints and resolutions for continuous improvement
• Assist during peak service times and contribute to customer newsletters for effective communication
• Attend sales, service, and management meetings to drive improvements and share Kaizen initiatives
• Lead revenue enhancement efforts and conduct service process audits
• Implement strategies to improve KPI achievement and dealership performance through structured problem-solving
• A leading south Indian Honda car dealership for both sales and service

• Company Overview: Leading south Indian Honda car dealership for both sales and service, It’s selected as Ideal Workshop by Honda Cars India Ltd on January 2018
• Resolve customer complaints and coordinate factory assistance when needed
• Ensure vehicles are prepped for delivery, and customers understand warranty and maintenance details
• Explain service and parts department operations to customers
• Manage customer follow-ups and post-sale contacts within 48 hours
• Schedule service appointments and follow up on repairs
• Prepare monthly customer satisfaction reports and discuss findings with management
• Maintain detailed records of customer complaints and dealership achievements
• Assist during peak service times and contribute to newsletters
• Attend sales, service, and management meetings regularly
• Conduct service process audits

• Customer Complaint Handling
• Inflow Management
• Revenue monitoring
• Service Marketing
• Special duty for handling flood situation

• Guiding Service Advisors to maximizing revenue as well as to maintain customer satisfaction.
• Managing work floor team and monitoring timely delivery of vehicles
• CSI customer satisfaction
• Customer Complaint Management
• Assisting Service Manager activities

• Customer Handling
• Revenue conversion from service vehicles
• Recommending initial solutions for technical complaints
• Initial diagnostician of vehicle
• Monitoring and ensuring Work Quality
• Preparing technical reports for HCIL
• Vendor business promoter

• Company Overview: Leading Maruti Suzuki car dealers for both the sales and service since 2008
• Revenue generator from service vehicles
• Recommending solutions for technical complaints
• Initial diagnostician of vehicle
• Monitoring and ensuring Work Quality
• Vendor business promoter
• Leading Maruti Suzuki car dealers for both the sales and service since 2008