Uma Sankar Panda

• Heading aftersales operations of the group with 4 outlets across Odisha with more than 180 people working in my team
• Develop strategic initiatives, policies, and frameworks for the organization, aligning them with our objectives and addressing key challenges
• Spearhead transformative initiatives to enhance operational efficiency and effectiveness
• Employ measures to drive profitability and improve financial performance
• Attain high levels of customer satisfaction through diligent efforts and service excellence
• Execute the deployment of streamlined systems and processes to optimize organizational performance

Accomplishments

• Successfully achieved a remarkable increase in labor revenue, growing it by 33% within just six months
• Implemented effective strategies leading to a substantial improvement in profitability, raising it by 29% in a span of six months
• Implemented measures resulting in a significant boost in reporting, increasing it by 32%.

• Here I conducted training on various aspects such as brand, corporate identity, automobile basics, product, insurance, exchange, finance and sales process

• Responsible for enhancing sales customer experience and conducting audits to ensure quality standards.
• Implemented efficient systems and processes to streamline operations.
• Successfully reduced customer concerns through effective problem-solving and PDCA.

Accomplishments

• Successfully raised the SSI score of a key dealer from 777 to 884 within six months by implementing an internal review mechanism in 2019-2020.
• Recognized for reducing the sales complaint ratio of the region from 5.56% to 2.0% within a year through diligent PDCA analysis of each complaint in 2019-2020.

• Successfully increased service reporting and sales of parts, labour, tyres, batteries, extended warranties, roadside assistance, and annual maintenance contracts.
• Conducted audits and implemented effective systems and processes to ensure efficient operations.
• Reduced customer concerns, improved CSI scores, and actively assisted in network development.
• Expertly handled warranty issues and effectively resolved dealer-related concerns.

Accomplishments

• Played a key role in significantly improving the CSI score of a major dealer from 770 to 936 within a span of one year during the period 2018-2019.
• Consistently met and exceeded parts targets for my territory through continuous monitoring and management from 2015 to 2019.
• Made a significant contribution to increasing the business revenue of the territory by nearly 50% within one year by addressing bottlenecks in the incentive program during 2015-2016.

• Held the position of Area Service Manager with responsibilities encompassing increasing service reporting and driving improvements in parts, labor, accessories sales, as well as roadside assistance
• Conducted audits and successfully implemented robust systems and processes to enhance overall efficiency
• Demonstrated a commitment to reducing customer concerns and improving the CSI (Customer Satisfaction Index) score
• Played a key role in assisting network development and effectively handling warranty-related matters
• Proactively addressed dealer issues to ensure smooth operations and customer satisfaction.

• Assumed responsibility for enhancing service reporting by implementing effective tracking and reporting mechanisms
• Conducted audits to assess service quality and identify areas for improvement
• Implemented robust systems and streamlined processes to optimize service operations
• Proactively addressed customer concerns by implementing strategies to enhance customer satisfaction
• Provided support in network development initiatives to expand the reach and efficiency of the after-sales department
• Managed warranty handling processes, ensuring prompt and accurate resolution of warranty claims
• Acted as a liaison between the company and dealers, addressing their concerns and providing assistance as needed.

• Played a key role in resolving critical technical issues in vehicles, ensuring prompt and effective resolution
• Conducted comprehensive training sessions for dealer manpower, equipping them with the necessary skills and knowledge to address technical challenges
• Acted as a point of contact for critical customer complaints, providing dedicated support and resolving issues to ensure customer satisfaction.

• Assumed responsibility for resolving critical technical issues in vehicles, employing expert problem-solving skills and technical knowledge
• Conducted training programs for dealer manpower, imparting essential skills and knowledge to enhance their technical capabilities
• Addressed critical customer complaints in a timely and efficient manner, ensuring high levels of customer satisfaction
• Implemented effective strategies and solutions to prevent recurring technical issues and improve overall product quality
• Collaborated with cross-functional teams to identify and implement process improvements, resulting in enhanced after-sales service delivery
• Maintained up-to-date knowledge of industry trends and technological advancements to provide accurate guidance and support to dealers and customers.