Suman Jha
Darbhanga
Summary
Goal-driven Service Manager offering over 8 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
8
8
years of professional experience
Work History
Service Manager
Shiv Shakti Wahan Pvt. Ltd.
Darbhanga
07.2019 - 06.2024
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- 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.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Hired and trained service department staff to drive performance.
- Motivated and supported employees to maintain low turnover.
- Monitored employee performance through key metrics analysis.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Evaluated individual and team business performance and identified opportunities for improvement.
Service Advisor
Shiv Shakti Wahan Pvt. Ltd.
Darbhanga
05.2016 - 07.2019
- 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.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Resolved customer complaints in an efficient and courteous manner.
- Tracked customer requests, comments, problems, issues and resolutions within designated systems.
- Developed strong relationships with customers by providing exceptional customer service.
Education
10th From CBSE
DelhiSkills
- Staff Supervision
- Service Quality Management
- Relationship Building
- Performance Evaluations
- Workplace Safety
- Customer Service
Timeline
Service Manager
Shiv Shakti Wahan Pvt. Ltd.
07.2019 - 06.2024
Service Advisor
Shiv Shakti Wahan Pvt. Ltd.
05.2016 - 07.2019
10th From CBSE
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