I was handling the North and East India dealers for Process Implementation .My role was to improve the process implementation and to increase the CSS across locations.

Role:Spearheading a wide gamut of activities pertaining to:Building new hubs in the region with the focus on generating business.Monitoring the profitability of hubs and taking care of CSI.Deputing and managing new techniques to overcome the complaints.Maintaining TAT across the shop floor.Handling team of vertical heads of business marketing, accessories, insurance renewals and spare parts along with general shop and body repair shopHighlights Distinction of stating operations in Apr'09 and within a span of 10 months achieved cash neutral.Actively involved in serving all passenger car vehicles as a multi-brand solution hub.Part of exclusive business development team for targeting different manufacturers First hub to achieve the minimum TAT for consecutive six months Maintain MIN inventory at hub with max

Role:Handling various activities encompassing:Responsible for Customer Satisfaction Index by providing the best research based services; resolving issues faced by the clients to improve dealer network management & bench mark customer satisfaction index at National Level.Overseeing field developments activities, customer feedback and coordinating with R&D team for analyzing top warranty issues, CSI, training requirements at dealerships.Reporting periodic status review with Team and MIS reports to management, conducting periodic programme review and business plan. Also active in making new dealers across PAN India.Actively involved in spare parts activities providing feed back to parts deptt in advance after analysing the failure reports from the fieldHighlightsConducted audits for workshop to check the performance of staff, tools & equipments and CSI collecting; collated feedback from clients to identify the areas of improvement in service level.Offered 24X7 services to the esteemed customers, especially fleet operators.Received two promotions in a year on account of stupendous performance.Crack team was developed to serve the customer round the clockActively participated in Auto Expo.

• Handling customer complaints & inquiries related to product, servicing backlog, call back rate, response time, down time using optimal resources to minimize lead time to customer complaint.• Collaborating with legal department to resolve legal representations made by customers.• Organizing after sales, service surveys with customer’s events both internally and externally; CSI survey in coordination with external agency. Auditing the dealership and implementing the shortfalls within the minimum time.• Providing assistance for new model development.

 Collaborating with Hyundai to upgrade the workshop; implementing their systems & procedures and providing complete maintenance services for Hyundai product owners. Liaising with the parent company for new product information, spares, warranty period repairs & imparting technical feedback. Analyzing service data to plan and maintain adequate inventory of spares. Imparting training to the service centre team on products, technology and systems, inculcating quality and customer orientation among the skilled staff; painters on Paint mixing techniques. Managing body & paint shop, providing technical & different techniques of repairing and training on Body Aligner, Mig welding and spot welder. Providing world-class service thereby ensuring completion of service & maintenance assignments within defined time and cost budgets to enhance customer satisfaction which lead to repeat/ referral business. Coordinating with business partners like insurance companies, surveyors and OE vendors for prompt billing and receivables management and resolving customer problems

Role:Coordinating with the Works Manager in planning and management of the service centre operations; liaising with the parent company for warranty delivery and stocking of product and spares.Suggesting customized solutions to the customers for body shop work.HighlightsSuccessfully led a project for implementation of ISO 9001; designed & executed quality enhancement programs thereby ensured conformance to attain certification.Distinction of establishing Maruti quality standards, deployed systems & procedures as defined by the principal company; ensured adherence in all transactions.Actively involved in preparing modules on training for technicians and enhanced dealer staff skill level.Pivotal in upgrading workshop tools & equipments; started pre & post service follow up with the focus on achieving more than 30% planned revenue.