Vishal Kumar
Project Manager @ Apollo Tyres Ltd | Automotive Industry Expert | Dealer & Daily Ops Management | CRM | CSM | CX Exp. & Retention | NPS & CSAT | Business Strategy | MI & Benchmarking | X Cars24 | X Kia | X Hyundai
Gurugram
Summary
An accomplished professional with over 9+ years of experience in the automobile/automotive/OEM/Refurb/Operations/Sales & After Sales industry. I have had the privilege of working with renowned companies such as Apollo Tire Project (From QDegrees end), Hyundai, Honda, Kia, and Cars24. Throughout my career, I have successfully managed teams of up to 200+ employees across India, including field operations teams. Contemporary manager and innovator with strong management skills, along with the team-oriented style of management that promotes the team's personal development and potency. To be a Senior Manager for growth and expansion looking to turn a great group of people into an outstanding team that meets all goals. Experienced manager with a demonstrated history of working in the automotive industry
Overview
10
10
years of professional experience
7
7
years of post-secondary education
5
5
Languages
Work History
Project Manager
Apollo Tyres Ltd
Jaipur
10.2022 - Current
- Spearheaded Business Operations, P&L Management, Service Administration, Marketing Activities and Strategy Planning across the country with a team size of 100+ field force + TLs in After Sales Service Division
- Developed Apollo CV Zones brand identity, brand idea and brand values
- Developed & implemented innovative marketing strategies that increase product awareness, customer acquisition, market share, penetration and revenue
- Drove business and ensured sustainable growth, focusing on achieving /surpassing Footfall Growth; expanded business reach and created new opportunities; developed & increased Apollo as a strong Brand in Indian
- Restructured operations and introduced important measures to bring in productivity which include strategic partner alliances for business processes and team re-organization
- Generate growth in footfall at CV Zone with Strategical planning and unique activities that is responsible for growth in Vehicle footfall at customer touch point as per defined KRA and base
- Driving team to achieve day-to-day KRA assigned to them. Monitoring and tracking team day-to-day performance
- Day-to-day coordination with Respective Area/Regional head and to showcase team performance
- Use to travel across assigned territory on pan India
- Coaching and training of new & existing Manpower
Operations Manager
Cars24
Gurugram
10.2020 - 09.2022
- Have managed up to 110 Quality Analyst plus 5 Team Leader Plus 2 Managers on Pan India
- Core responsibilities was to manage Cars24 Quality Analyst team on Pan India
- Was responsible to do quality check up of approx. 700 - 800 vehicles on daily basis
- Main motive was to increase vehicles sales with help of 100 % of Quality
- To find loops/Errors/Concerns in respective vehicles (If there)
- Main motive was to minimize the error percentage & increase the sale
- To maintain overall performance report of QAs in terms of Quality
- Manage workflow, handle escalations proactively
- Visit Cars24 workshop 2-3 times in a month & do the audit of car refurbishment work
- Team was having the rights to publish or unpublished vehicle from website based on vehicle quality
- Provides help to management, including hiring and training, and keeps management updated on team performance
- Gave training to team member every month
Head of Customer Service
Crystal Auto Kia
Pune
08.2019 - 09.2020
- 3rd day PSF, N+1, N+7 & N+10 (To Avoid Customer escalation)
- Managed - CRM Sales & CRM service
- Highest no. of CSAT score achieve under my guidance
- Highest no. of vehicles reported for service under my guidance, 98% of customer retentions
- Planning new strategies for better control & collections & Tracking individual performance and publishing reports.
- Conduct Review Meetings with Team and give them their Performance Feedback and Areas of Improvement
- Conduct Training Sessions on Process Knowledge, Technical Skill Sets in Access and Excel
- Monitor schedule adherence and attendance
- Review with client and meetings on a regular basis. Monthly Business Meet & Quarterly Business Meet
- Responsible for timely Delivery of services for implementing new strategies focused on improving Teams & Organization performance
- Work closely with clients to ensure coordination of transnational activities
- Was responsible for Business Development
- Customer Complaints Analysis & Customers Complaint Resolved Responsibilities
Customer Service Manager
Garve Motors Pvt. Ltd
Pune
07.2014 - 07.2019
- Managed Garve Hyundai as a CRM & Call Center Manger for Honda - Service Appointments
- Customers Complaints Analysis & Was Responsibilities to Resolved High Level of Customers Complaints
- Customer experience & Retentions
- Responsible for Service Targets , specially for Paid Service
- Planning new strategies for better control & collections & Tracking individual performance and publishing reports
- Conduct Review Meetings with the Team and give them their Performance Feedback and Areas of Improvement
- Responsible for the timely Delivery of services for implementing new strategies focused on improving the Teams & Organization performance
- 8) Business development & team management
Education
Master Program - Business Analyst
Simplilearn
Gurugram 03.2022 - 09.2024
Certified Design Engineer - Catia, Creo, UGNX, Ansys, Hypermesh, GD&T
Cadcamguru Solutions Pvt. Ltd
Pune 08.2015 - 01.2016
B.E - Mechanical Engineering
Visvesvaraya Technological University
Bangalore 07.2010 - 07.2014
Skills
Team Management
Business Development
Business Strategy
Customer Service
Project Management
Advance Excel
Power BI
Root Causes Analysis
Benchmarking
Daily Operations Management
Market Intelligence
Data Analysis
Refurbishments
Client Management
Risk Management
Work Flow Planning
CSAT
Customer Retentions
Timeline
Project Manager
Apollo Tyres Ltd
10.2022 - Current
Master Program - Business Analyst
Simplilearn
03.2022 - 09.2024
Operations Manager
Cars24
10.2020 - 09.2022
Head of Customer Service
Crystal Auto Kia
08.2019 - 09.2020
Certified Design Engineer - Catia, Creo, UGNX, Ansys, Hypermesh, GD&T
Cadcamguru Solutions Pvt. Ltd
08.2015 - 01.2016
Customer Service Manager
Garve Motors Pvt. Ltd
07.2014 - 07.2019
B.E - Mechanical Engineering
Visvesvaraya Technological University
07.2010 - 07.2014