SPORTS,
Shibili K
Mechanical Engineer
Malappuram,KL
Summary
Dynamic Service Manager with a proven track record at LUXON TATA, excelling in customer satisfaction and relationship building. Expert in problem-solving and staff training, I enhanced service efficiency and team productivity, leading to improved client retention and streamlined operations. Committed to fostering a positive work environment and achieving organizational goals.
Overview
11
11
years of professional experience
4
4
Certifications
5
5
Languages
Work History
Service Manager
LUXON TATA
03.2024 - Current
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and offer available solutions.
- 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.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- 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.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Service Manager
Ashokleyland
01.2015 - 02.2023
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- 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.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed service reports to identify areas of improvement.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- 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.
- Negotiated with vendors to secure best prices for parts and supplies.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
Education
B.TEC -
JAWAHARLAL NEHRU NATIONAL COLLAGE
Shimoga, India 04.2001 -
Skills
Customer service
Relationship building
Customer service management
Problem-solving
Work Planning and Prioritization
Staff supervision
Staff training and development
Service documentation
MS office
Customer satisfaction measurement
Critical thinking
Staff motivation
Goal setting
FLUENT IN ENGLISH
Certification
CM - Certified Manager Certification
Interests
WATCHING MOVIE
READING
Timeline
CM - Certified Manager Certification
01-2026
BEST EMPLOYE AWARD
01-2025
Service Manager
LUXON TATA
03.2024 - Current
BEST MIC IN REGION
01-2023
BEST LEAD MAKER
01-2021
Service Manager
Ashokleyland
01.2015 - 02.2023
B.TEC -
JAWAHARLAL NEHRU NATIONAL COLLAGE
04.2001 -