In this role, I ensure seamless operations, exceptional customer satisfaction, and effective resolution of escalations across Pan India. I oversee and maintain strict adherence to Turnaround Time (TAT) targets, implement strategies to continuously improve and uphold high Customer Satisfaction (CSAT) scores, and coordinate with multiple departments to ensure prompt and satisfactory resolutions of vehicle service escalations. I also manage and lead a team of resources, providing floor support, guidance, and training to optimize their performance and foster a positive work environment.Additionally, I employ effective workforce management techniques, utilize data analysis and presentation skills, and collaborate closely with management to elevate quality scores and enhance CSAT. I have also contributed to several projects and initiatives that align with the enterprise and business-level objectives of Ather Energy, such as leading a transformative project aimed at elevating organization-wide QA scores and CSAT by providing targeted corrective feedback to all teams.