Ajay Sakpal Email & Phone Number

New Delhi, Delhi

Leading Customer Care team of Solis-Yanmar tractors, a new premium range from ITL

Noida Area, India

1) Integrated app for Telematics & Service - Executed entire project starting with requirement gathering, Information architecture & Data flow, Wireframe design, Graphic UI design and end to end IT integration. Testing & Improvisation of features Real time tracking, driving habits, etc2) TOC based Retailer bonding program - Developed & executed program for Spare parts retailers. Designed loyalty structure, Tele-calling interface and app development for retailers/ Sales team. 3) Fast track service promise - Concept design, Process developed for field along with software architecture, real time tickets tracking with live Dashboards on Web and Mobile app4) 3 level Customer satisfaction measurement program - Developed through Call centre & field surveys, Implemented actions through “Parivaratan” campaign at Dealerships.5) Process excellence - Improved Call centre efficiency by reducing abandoned calls %age from 55% to 5% & Streamlined call centre activities through CRM. Implemented Progressive calling system & doubled calling rate

Mumbai Area, India

- Developed strategy & Improved Customer satisfaction by driving key initiatives in areas of Dealer infrastructure, Manpower capability, Cost of ownership- Responsible for driving engagement programs for Customers & Local mechanics – both first in industry- Improved Customer call centre call efficiency by training- Designed & executed Dealer profitability improvement program- Driving Digitization in department through various IT projects- Established Customer care processes, Monitored budgets, Culture of Business excellence in department & played a key role in Deming, JQM, ISO & all internal audits

Mumbai

- Implemented Customer centric processes with SOP for Dealer Service Quality measurement, Std. Workshop processes, etc.- Established around 200+ Authorized service centres by setting up infrastructure and appointment norms, training and handholding- Developed, executed & established point based Customer Loyalty cum referral program, contributing to >10% in sales- Responsible for MIS & all internal/ external process audits- Handled Proprietary equipment manufacturers complaints & Consumer forum cases and notices

Bikaner Area, India

- Responsible for Western Rajasthan for Customer Care operations. Managed 30+ Dealerships for Customer Satisfaction, Service processes, Dealer profitability, Product feedback, establishing new products, etc- Established Bikaner as No. 1 office in CSI and Business Excellence- Trained Dealership Service & Sales team on Product & Behavioral aspects- Explored new territories for seeding brand with promotional activities, party scouting, New Dealer develpment, etc- Significant contribution in improving Market share of area through Service activities

Multiple Locations

Aug00- Mar03, Bathinda & JodhpurHandled dealers of South Punjab & Western & Southern Rajasthan for Sales. Continued Dealership management for Sales & Service. Part of team for launching & establishing Mahindra Arjun brand in Punjab market. Conducted extensive Service camps for better Customer understanding. Established first Mahindra Tractor World (MTW) Dealership in Bathinda region. Established Mahindra 475 and 275 in Tafe dominated Nagaur belt. Improved Market share of region through Sales and service activities. Conducted ‘Dekho Chaloa toh Jaano’ campaign on lines of Mahindra Adventure for the first time in Tractor industry that attracted 250+ for tractor racing and other adventurous Nov 99 – Jul 00, NagpurHandled Sales operations in Vidarbha region, conducted sales activities like Demo, Customer meets,Bankers meet, Salesman training, Customer visits, Participation in agri exhibitions, etc. Managed dealer billing, delivery, retails and collections

Be, Mechanical, Automobile

Activities and Societies: Part of College Cultural committee, active participation in College festivals

Diploma, Production

Activities and Societies: Part of College Cultural committee, Magazine secretary