Arpit Bhargava Email and Phone Number

Handling After Sales operations. KPI includes process implementation, attending customer complaints. Process, Infrastructure and Warranty Audits, CSI performance, improving customer retention, parts off-take and retail. driving retails of AMC, Extended warranties, RSA policies, Tyre and Battery retail from workshop to improve profitability

Ensuring Internal Customer Satisfaction Survey achievement as per Organizational Goals.Meeting dealer expectations from principals and customer expectations through a team of after-sales executives. Analyzing dealer performance, identifying areas of improvement and to devise and implement strategies to improve dealer performance. Ensure adequate dealer workshop coverage as per norms. Expand and develop dealer and after-sales network as per company needs. Service marketing and planning to increase parts sale and high customer retention. Supervise, guide and ensure that the dealer personals are trained and motivated to maintain highest level of customer service and customer enthusiasm through implementation of process guidelinesfulfilling dealer requirement of technical expertise. Imparting OJT to workshop teams for using workshop management system, warranty management portals.ensuring activity of Chauffeur training, service camps, on job training are carried out at dealerships, Warranty Claims, Monitoring Approvals, Rejections and Payments, Sharing Technical Concern Patterns with Plant Quality. Ensuring dealers compliance to company policies and procedures, process correction at dealerships, timely Customer Complaint Resolution. Increasing service profitability with additional revenue generation through retail of AMC, RSA, EW Policies from workshops

Spares Business Manager for Group Part Operations handling Dealer Network of Skoda Brand. Major responsibilities included:Spare Business Planning,Target allocation, monthly/quarterly achievementDealer Funds Management, Backorder Management, Service Level maintainencePart and product informationTraining and support on Electronic Parts CatalogueDelivery Time Management for dispatches, Outbound Logistics,Online Ordering portal training, support,

Territoy Service Manager, major responsibiliies included:•Improve dealers CSI scores with active OJT of role holders , upkeep and maintenance of facility , vital few focus.•Dealer profitability by setting business growth / Service absorption targets with back up logic sheets for retention, productivity, allied business.•Capability building of dealer through availability of trained manpower and well laid out in house training process.•Channel development support for quick activation and operationalization of outlets,•Creating culture of customer delight creation out of normal situations of customer handling•Product support through timely and quality , PDI process , field reports , retro execution , shop floor process implementation•Spare parts management and coordination•Dealer satisfaction through claims management , guidance to improve on competitive scores across dealers, proactive help to grow business•Customer meets , focus groups , campaigns to help brand building and CRM•Self audits of various dealer processes to bring consistency and stability of processes