Santanu Kumar Palai
Bhubaneswar
Summary
Adaptable assistant general manager with solid knowledge of recruiting and evaluation techniques, customer service principles and financial management concepts. Collaborative team player bringing several years of comprehensive experience completing managerial and administrative tasks to keep company running smoothly. Commended for outstanding staff performance to boost company morale and productivity. Motivated professional with solid background enhancing operational efficiency and team performance. Responsive to changing business demands with adaptable, strategic approaches. Performance-driven and industrious attitude with innovative mentality focused on driving company success.
Overview
2023
2023
years of professional experience
Work History
Service Manager
RENAULT BHUBANESWAR
Bhubaneswar
11.2020 - 07.2022
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Created detailed reports on service activities for senior management review.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Trained new employees on the use of customer relationship management software systems.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Analyzed existing processes for potential cost savings initiatives.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Ensured compliance with applicable laws and regulations related to services provided.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Performed root cause analysis on recurring problems encountered by customers.
- Reviewed customer billing statements for accuracy prior to release.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Pitched in to complete various duties during peak periods or employee absences.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Analyzed business performance data and forecasted business results for upper management.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Produced thorough, accurate and timely reports of project activities.
- Proposed or approved modifications to project plans.
- Created and managed budgets for travel, training, and team-building activities.
- Implemented quality control measures to uphold company standards.
Assistant Service Manager
GARGSON AUTOMOBILE PVT LTD
Bhubaneswar
08.2015 - 03.2020
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Developed a system for tracking inventory and ordering supplies as needed.
- Managed customer service inquiries and complaints in a timely manner.
- Monitored employee attendance records, timekeeping, and payroll information.
- Communicated regularly with customers to gain insights into their needs.
- Established processes for monitoring customer satisfaction levels.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Implemented quality control measures to uphold company standards.
- Assisted in developing service strategies and budgets to meet customer satisfaction goals.
- Provided oversight for staff of technicians, ensuring productivity and quality standards were met.
- Ensured accurate documentation of customer service activities and maintained records of all customer interactions.
Service Advisor
RENAULT BHUBANESWAR
Bhubaneswar
01.2015 - 07.2015
- Maintained records of customer interactions and transactions.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Greeted customers and addressed their needs in a professional manner.
Service Advisor
Soubhagya Motors
Bhubaneswar
01.2011 - 01.2015
- Company Overview: Authorised Service Center of MITSUBISHI MOTORS
- Authorised Service Center of MITSUBISHI MOTORS
Service Advisor
Soubhagya Motors
Bhubaneswar
01.2009 - 01.2011
- Company Overview: Authorised Sale & Service of Premier Motors
- Authorised Sale & Service of Premier Motors
Service Advisor
Capital Ford
01.2006 - 01.2009
- Greeted customers and addressed their needs in a professional manner.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Maintained records of customer interactions and transactions.
Assistant General Manager
RENAULT BHUBANESWAR
Bhubaneswar
- Managed daily operations of the store, including scheduling and supervising staff.
- Ensured that customer service standards were met or exceeded at all times.
- Developed and implemented effective strategies to maximize sales and profits.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Analyzed financial data and prepared reports for senior management.
- Monitored inventory levels and placed orders for new stock as needed.
- Created promotional campaigns to increase store traffic and generate revenue.
- Identified opportunities for cost savings and operational efficiency improvements.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Maintained accurate records of employee attendance, payroll information, sales figures.
- Collaborated with other departments within the organization to coordinate projects.
- Prepared weekly schedules for staff members based on their availability.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Developed marketing plans to promote products or services offered by the company.
- Communicated regularly with suppliers regarding product delivery timelines, pricing information.
- Organized special events such as promotions or fundraisers to drive business growth.
- Motivated and led team members to work together to achieve targets.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Coordinated with the General Manager to develop and implement strategic plans.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Structured HR consulting services to support clients during organizational developments and changes.
Education
Diploma - Automobiles Eng.
IET Bhubaneswar
01.2004
+ 2 - Science
Laxmibaraha College
Kendrapara10th -
B.S.E. Govt.High School
BhubaneswarSkills
- Operating System Windows 98
- Price Quoting
- Service Recommendations
- Cost Estimation
- Service Estimates
- Customer Service
- Vehicle assessment
- Customer Retention
- Bill preparation
- Computer Skills
- Repairs Scheduling
- Documentation And Reporting
- Quality Control
- CRM Software
- Technical Support
- Customer Relationship Management
- Warranty Claims Process Management
- Customer consulting
- Attention to Detail
- Tech-Savvy
- Listening Skills
- Quality Inspection
- Process Improvements
- Program follow-up and assessment
- Team Collaboration
- Repair Quality Inspections
- Staff education and training
- Progress Reporting
- Telemarketing expertise
- Preventive maintenance coordination
- Multitasking and Organization
- Work Order Interpretation
- Service Scheduling
- Mechanical Aptitude
- Reporting and documentation
- Records oversight
- Order Fulfillment
- Records Management
- Maintenance reporting
- Workflow Management
- Excellent Communication
- Service Order Flow
- Product Training
- Performance Goals
- Call Center Operations
- Point of sale system
- Training and development background
- Team leadership expertise
- Employee Relations
- Team leadership strength
- Business operations background
- Business operations knowledge
- Training and development skill
- Strategic planning skill
- Staff Development
- Employee Scheduling
- Business Development
- Operations Management
- Workflow Coordination
- Inventory Control
- Promotions implementation
- Sales Forecasting
- Budgeting and cost control
- Operations Oversight
- Menu development
- Customer Relationship Management (CRM)
- Marketing initiatives
- Sales Techniques
- Staff Management
- Vendor Relationship Management
- Program Administration
- Process Improvement
Hobbies and Interests
- Computer Programs
- Listening songs
- Travelling
Languages
- English
- Hindi
- Oriya
Personal Information
- Father's Name: Hrudananda Palai
- Date of Birth: 07/05/85
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Service Manager
RENAULT BHUBANESWAR
11.2020 - 07.2022
Assistant Service Manager
GARGSON AUTOMOBILE PVT LTD
08.2015 - 03.2020
Service Advisor
RENAULT BHUBANESWAR
01.2015 - 07.2015
Service Advisor
Soubhagya Motors
01.2011 - 01.2015
Service Advisor
Soubhagya Motors
01.2009 - 01.2011
Service Advisor
Capital Ford
01.2006 - 01.2009
Assistant General Manager
RENAULT BHUBANESWAR
Diploma - Automobiles Eng.
IET Bhubaneswar
+ 2 - Science
Laxmibaraha College
10th -
B.S.E. Govt.High School
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