Manoj Mistry Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

Started Working as Customer Success Manager at Customer Success Centre Pune

Jamshedpur, Jharkhand, India

 Enriching relations with 7 channel partners, 12+ key accounts, and 120+ fleet customers by strategizing GTM plan and assessing the market risk for operational territories Managing top-line business of ~ INR 11.3 crores annually, with Y-o-Y growth of 10% Enhancing overall workshop efficiency by auditing the gaps and operational activitieson a cycle basis, impacting the overall business process enhancement and operations. Mentoring and Coaching, overseeing dealership workforce management bygrooming their skills and personality to cater to the financial targets and personal growth. Accidental Business increased by 2x, with implementation of strategic business plan Strategized & executed 30+ marketing campaigns by implementing A/B test plans, revenue contribution enlarged by 2x & service penetration grew by 35% in 11 months Achieved 90%+ MTTR (standard being 80%), maintaining end-to-end SLA compliance Augmented relations with customers, communicating with trust, and built brand equity Spearheading the Pro-life engine business increasing it by 1.25x, and simultaneously working towards Job Card, TMGO, Workshop Revenue & new customer acquisition Decentralized approach towards streamlining of Dealership conflict management Auditing the workshop safety and associate behaviors to ensure that training, auditing, scoring methods, and Kaizen implementation are accurate and consistent  Team building, and leadership by implementing motivational training & incentivized business strategy plan

New Delhi, Delhi, India

 Increased Post Service Feedback to 95% from 75%, achieved a staggering score of 99 in Customer Satisfaction Index by customer mapping and grievance redressal mechanism  Improved SDD (Same Day Delivery) of vehicles by structuring vehicle workshop flow Mapped & executed array of campaigns on BS-IV Commercial vehicles over Delhi region Boosted vehicle inflow at workshop by 20%, through digital marketing campaigns Revitalized operational structures and procedures to successfully control turnover andwaste, enhance output and boost overall quality by implementing Kaizen standards  Successfully implemented online tracking mechanism at workshop for smooth operations  Collaborated inter-department and worked with cross-functional teams to convertand streamline the Negative PBT (Profit before Tax) of workshop into Positive PBT  Sold 22 Lacs parts single-handedly in FY’20, boosting operations of LOB management Inculcated confidence among the fleet operators having large no of vehicle by training, and awareness creation to visit workshop for their vehicle maintenance and complete TCO  Conducted BS-VI awareness training programme among all technicians, Service advisors

New Delhi, Delhi, India

 Dragged Post Service Feedback (PSF) to 90% from 75%, collaborated interdepartmental Planned Customer meet programmes to train individuals and tap business opportunity Cultivated customer loyalty, promoted repeat customers and improved sales metric Devised & published metrics to measure workshop efficiency in delivering quality service Achieved and consistently exceeded revenue quota through product and service promotion during routine calls, responding to customer requests for products & services Technical Skill development training programme conducted regularly at workshop level

New Delhi, Delhi, India

Investigatedand resolved customer inquiries and complaints in an empathetic mannerHandled dissatisfied customer, maintaining optimum service experience level Assumed ownership over team productivity and managed work flow to meet qualityNegotiated& convincedcustomer to receive the major approvals, by sharing knowledgeConductedDriver’s Trainingon Tata Product, educated on dos and don’ts about the vehicle maintenance

New Delhi, Delhi, India

Receiving customer, recording customer’s voice on Job card, time and cost estimation, monitoring work progress status and accordingly informing to customers  Co-ordination with shop supervisor and indirect customer’s, receiving approvals from customers, customer calling, vehicle delivery, road test with customers after completion job and satisfying customers, business development, CRM-DMS operation

New Delhi, Delhi, India

Worked as a Technician, repairing and servicing of all Tata range vehicles, all aggregate overhauling, fault diagnosis and troubleshooting, followed by test drive of vehicles

Jamshedpur, Jharkhand, India

 Worked as supervisor cum technical advisor and handling group of technicians, planning and organizing to get workshop performance and output with quality repairs Identify all issues in team and provide continuous support to all members according to operating standards and inculcate a culture of skill development among technicians Developed good relationships with customers for repeat business, by efficient handling  Ensured workshop operations aligned with health, safety, and environmental standards Interacted with customers for their vehicles problem resolution and conducting test ride along with customer to build customer relationship and service experience

Jamshedpur, Jharkhand, India

Responsible for coordinating execution of maintenance procedures and field repairs as well as monitoring overall operation and performance, including infrastructure set up Inspecting the work for quality and get important approvals from concerned personnel

Jamshedpur, Jharkhand, India

 Repairing & servicing of all Maruti range of vehicles including all aggregate overhauling Recognized by management for expertise and routinely called for recommendations; provided valuable insights that led to avoidance of lost time and damaged parts

Master Of Business Administration - Mba, Leadership And Business Stretegy

Pgpm, Marketing

Diploma, Mechanical Engineering

Intermediate Science

Bachelor Of Arts - Ba, Art/Art Studies, General

Fta, Mmv, 75%

Activities and Societies: Teaching Maths and Science to the poor students or those who are seeking support for study.FTA is known as Full.

Secondary School Examination, 1St Division

Postgraduate Degree, Marketing, B

Activities and Societies: Help othersVast experience in the Manufacturing/Automotive industry, adept at leveraging analytics and PowerBI.

Master Of Business Administration - Mba, Leadership And Strategy