Result oriented professional Service Head with Customer Satisfaction as primary motive, and marketing consultant seeking leadership role that fully utilizes my creativity, strong analytical ability, presentation skills and expertise in providing strategic marketing insight, direction and process improvements for better customer experience. Skilled at communicating and motivating team members to enhance strategic goals and bottom line objectives.

Customer Satisfaction - After Market :• Responsible for setting up an In-house customer satisfaction survey team in the form of an Outbound Call Center to capture Customer feedback on Sales and Service over the phone. • Maintaining an 8 member team of executives to carry out daily customer feedback on Sales and Service experience at Dealerships and Company owned Brand Stores across India.Customer Complaint Management :• Responsible for setting up the Customer Service desk and formulating the expansion plan and streamlining the operation to handle increasing volumes year after year• 4 Executives handling Customer service email-id of Royal Enfield w.r.t Sales, Service and other general enquires and Inbound Call management.Dealer Audit Report • Responsible for initiating and creating a process plan and Dealer Service audit Sheet and Customer complaint Register at all dealer locations for CRE's. • Dealership Service Audit for Standardization of Dealers on various parameters like Manpower Standards, Infrastructure, and job cards, Customer complaints, Customer satisfaction etc.• Visit dealers across various regions on a monthly travel plan. The dealers are bottom performers in terms of Customer Satisfaction and customer complaints. • A comprehensive checklist is used to audit various sections of the dealership e.g. Manpower, tools, bays spares section etc.Significant Accomplishments• Developed the Customer Satisfaction Awards Project in the year 2015 as a pilot for 150 Dealers and has been implemented for all RE dealers in 2016. Monitoring success changes among dealers through establishment of project metrics during follow-up consultations. Resulting in the increase of Customer service Index. Region wise winners being awarded and Overall Winner being arrived at the end of the quarter. J.D. Power 2016 India Two-Wheeler Customer Satisfaction Index (2WCSI) Study.28th April 2016: Royal Enfield ranked third with (758) points.

Team Manager - SME • Worked with Clients like AT&T and British Telecom for the outsourced service delivery and Technical Support projects. • Managing a 50 member team of Subject Matter Experts to assist teams across the production floor on maintaining specific metrics and providing process updates and feedback.• Attending Client meetings with regards to Process Updates and feedbacks to the client. • Presentation for weekly review of the center’s performance with the client.• Scheduling training and feedback sessions for the production teams.• Formulating monthly scorecards for SME’s by stack ranking them on different metrics.• Maintaining attendance and monitoring SME feedback trackers.• Providing feedback to bottom performers’ improvement and coaching.• Guiding the team in driving the metrics every month and in turn achieving them.