Sanjoy Das

• Achieved revenue targets for the RBU by developing and executing strategic growth initiatives.
• Drove consumer initiatives for focused categories, enhancing market penetration.
• Established a Product & Customer Pain - Early Warning System to proactively address issues.
• Ensured governance of claim and complaint management processes, improving resolution efficiency.
• Analyzed products and services feedback to identify areas for enhancement.
• Conducted performance gap analysis and developed targeted action plans.
• Monitored competitor activity, conducted market surveys, and performed customer process studies.
• Implemented corrective actions to enhance billing accuracy and inspection processes for the ABU.
• Monitored low-response CS locations and improved Turn Around Time (TAT) for ACC.
• Enhanced productivity in people and processes through continuous re-engineering and improvement.
• Managed RIC deviations through training and corrective actions, submitting comprehensive reports.
• Monitored high claim ABUs, ATF, High Claim BPs, and Customers to mitigate claim losses.
• Facilitated continuous improvement initiatives based on Samadhan Thruput Improvement Project, driving implementation of best practices across service operations.
• Introduced new products by conducting thorough market research and collaborating with cross-functional teams.
• Managed onboarding processes in collaboration with stakeholders, including Apollo Fitment / Total Fitment, T-30, R&R programs, and FCC inclusion.
• Extracted and analyzed feedback regarding SOA, Repair Trends, and Fitment Trends.
• Spearheaded all sales activities and increased Sales.
• Supervised a team of seven Customer Service agents and decreased handling time by 20%.
• Evaluated customer/product feedback and report submission for quality assurance.
• Created activity plans and monitored business performance for 180 fleet databases.
• Expanded the service network in business-critical locations to enhance customer accessibility.
• Executed network expansion initiatives, enhancing service accessibility through digital docket creation via Samadhan Digital app, end-to-end process monitoring, and management of key accounts and customer activity.
• Oversaw FITMENT SURVEY STUDIES (TRUCK, LCV, PCR, TRUCKTOR), SCRAP TYRE ANALYSIS, CSR ACTIVITY, and DRIVERS & FLEET MANAGERS TRAINING.
• Organized training programs for OEM dealer service advisors and technicians (external).
• Executed OEM joint service campaigns.
• Managed product and brand promotion activities, including organizing campaigns, customer meetings, and roadshows.
• Identified and engaged with key strategic customers (fleet owners) to cultivate sustainable relationships.
• Led cross-functional teams to enhance service delivery processes and elevate customer satisfaction.
• Developed and implemented strategic initiatives to optimize operational efficiency across service departments.
• Drove continuous improvement projects, resulting in streamlined workflows and reduced service turnaround times.
• Collaborated with stakeholders to align service strategies with organizational objectives and market demands.
• Mentored senior staff, fostering a culture of excellence and professional development within service teams.
• Spearheaded training programs that enhanced team capabilities and improved overall service quality standards.
• Developed robust relationships with external partners, fostering collaboration for continuous improvement initiatives.
• Established a culture of continuous learning through the implementation of regular workshops and training sessions for employees at all levels.

Present Salary: Rs. 28.85 lacs per annum.

• Coordinated customer arrangements, including scheduling of service delivery, enhancing client engagement and satisfaction.
• Coordinated customer arrangements, scheduling meetings and follow-ups, and planning personalized services to improve client satisfaction.
• Effectively managed client interactions, arranged meetings, and maintained strong professional relationships.
• Managed approximately 30 incoming calls, emails, and faxes per day from customers.
• Managed client interactions and arranged meetings to strengthen professional relationships.
• Generated actionable insights from business and customer data to support strategic decision-making and improve operational outcomes.
• Coordinated customer arrangements, scheduling service delivery to boost client engagement and satisfaction.
• Developed and maintained a comprehensive monthly activity planner to organize tasks, set priorities, and ensure timely completion of business objectives.