Sourav Ghorai

• Working towards augmentation of a gamut of activities encompassing vehicle reporting ratios, networking, dealer development, CRM & spares business
• Handling CNG, LPG, DSL 3 Wheeler (Passenger / Cargo) & LPG System in 3 wheelers
• Managing customer satisfaction along with Call centre Rating - CSI and NPS Score
• 1st time created Indirect ASC concept in 3 Wheeler division, 1st in India at Sonarpur and then another 7 nos ASC, Later company accepted the concept and implemented all over India
• Out 7 now 3 ASCs converted as Direct ASC
• Grade promotion got in Oct-’11 and Increment with highest category in June’12
• Again Grade promotion on 2013 and then Promoted as ASM in 2014
• Last Grade Promotion in 2015 and 2018
• CSI - Call centre Rating started with 6.1 lowest in company at Apr11 and ended with 8.1 avg in 4rth Qtr, one of the best in company
• Now As ASM Scoring 9+ Score last 2 Years
• Suggested to company with fact and figure for protect LPG reducer from foreign particle and implemented LPG Reducer Filter
• In Spares Business current year GOLY is 60% average of 4Cr Spares business in West

• Managed budgets, ensuring cost-effective allocation of resources and expense control.
• Collaborated with sales teams to identify new opportunities for service contracts and revenue growth.
• Developed strong relationships with customers, earning repeat business and fostering trust.
• Improved customer satisfaction by addressing and resolving service issues in a timely manner.
• Coordinate & support channel partners to enhance FSC share, paid reporting at Dealers and ASCs.
• · Worked on reducing the customer complaints through RCA approach & by coordinating with all the stake holders.
• · Robust review mechanism to consistently gauge performance of team members-CPs & deliver results.
• · Collaborate with HO, sales & parts team to implement the new initiative, drive different campaign and address channel partners various concern.
• · Implemented & monitored the SOPs, workshop infrastructure to enhance the workshop team’s productivity.
• · Appointed & activated the new channels.

• Training Dealer Sales and Service Personnel through Customized programs. CSI. Customer Grievance Management, Customer Retention and Service Marketing

• Dealer Development , Performance, Profitability & Productivity of Parts and Service Operations.

• Support & coordinate New Product Launches and Marketing campaigns.

• Service Network Management and Expansion.

• Product Technical Feedback and Field Investigation reporting.

• Training Dealer Sales and Service Personnel through Customized programs.

• Benchmarking Best practices & evolving strategies for implementation in Customer Service.

• Development of CRM tools & evolving CRM strategies for the organization.

• Co-Ordinate with QA and Product development for Product Improvement.

• Learning and Implementing workplace organization methodology like GEMBA, 5S, PDCA, 3W1H, Kaizen, Skill Matrix, etc.

• Handled all service & spares related activity of HM UTP product viz
• Ambassador & New Winner (Mini Truck)
• Managed sales function of Kolkata and Midnapur region
• Got trained from IIMC, Joka on Innovative and Creative management as one of the junior candidate
• Sold 1st Winner vehicle in West Bengal
• Established 2 New Dealership at Kharagpur and Siliguri

• Looked after service and spares related activity in West Bengal region
• Handling APE LTV Diesel variants
• Established Networking in WB

• Handled all H.M
• Utp
• & Ptp, product i.e
• Ambassador, Contessa, Trekker, Porter & R.T.V
• Handled LPG system, 4ZB GL Engine (1.8 lt.) both carburetor and M.P.F.I
• Version (H.M.-ISUZU)-BS-III, 2lt
• DSL O.H.C
• Turbo Engine (H.M
• – DSZ) – BS – III, 2lt
• DSL
• Engines with on-line fuel pump (Simpson), 1.5 lt
• DSL
• Engine with F.I.P
• Type fuel pump (H.M
• – Stride), 4-speed (H.M.) & 5-speed (Isuzu) Gear Box and other part of Transmission & Driveline

• Handled regions viz
• Delhi, Chennai, Bangalore and Hyderabad
• Dealt with the Govt
• & Corporate sector
• Experienced with the market developing activities for H.M
• Trekker in Coastal Andhra Pradesh regions viz
• Visakhapattanam, Vizianagaram, Rajhmundry, Kakinada, Vimabharam, Vijaywada, Khammam, Nalgonda, etc

• Rewarded by one Special Increment and one Promotion by the company for good performance.