VIKAS RANA
- 1. Vikas Rana Mobile: 7408716888 Email: [email protected] Objective Seeking middle level assignments in Marketing/Service/Business Development/Channel Management /Strategic marketing with a growth oriented reputed organization. Professional Summary ⇒ A professional with 4.5 yrs of experience in Service Operations, customer satisfaction, Business Development/planning, After Sales, Team Management. ⇒ Resourceful at maintaining business relationship with clients and customers to achieve quality product and service norms by resolving their service related critical issues. ⇒ An excellent planner and strategist with proven abilities in accelerating growth and generating customer loyalty levels. ⇒ Excellent Relationship Management, Analytical & Communication Skills. ⇒ Efficiently attending to the Service Calls, imparting necessary Training to the Staff, Customer about the precautions, running & maintenance information for the product supplied. ⇒ Possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management. ⇒ Proficient in managing & motivating teams for running operations & extensive experience of developing procedures, service standards & operational policies for business excellence Professional Experience: 1) Aug 2012-Aug 2014 with Maruti Suzuki as Assistant Manager 2) Aug 2014 till date with Tata Motors as Manager CUSTOMER SATISFACTION ⇒ Improvement in Customer Satisfaction Index city wise syndicate score of the Zone. ⇒ Improvement in Customer Satisfaction Index through Telephonic Survey. ⇒ Service Quality Enhancement - Reduction in Customer complaints and resolution time. ⇒ Efficient complaint management to avoid escalation. ⇒ Directing the team in ensuring customer satisfaction by maintaining excellent Turnaround Time (TAT) for delivery & service quality norms. ⇒ Mapping client’s needs, identifying improvement areas & implementing measures to maximize Customer Satisfaction. ⇒ Providing Guidance in after sales Support where Solutions, Technical Support & troubleshooting is required.
- 2. ⇒ Organizing Free Checkup Camps, Customer Meets for handling customer grievances and enhancing their satisfaction levels. ⇒ Enhancing customer satisfaction through on-time delivery of spare parts & monitoring customer complaints & warranty issues. ⇒ Feedback from the customers to understand their needs through various feedback cards. ⇒ Monitoring the post service activities like follow up and calibration of follow-up done by the workshop. ⇒ Visiting customers at their home for better customer connect. BUSINESS GROWTH ⇒ Business growth and productivity enhancement - Increase in Service Load by implementing various SOPs of load growth. ⇒ Network Expansion/renovation - New Workshop Activation, Bay addition as per Plan. ⇒ Plan and execute promotional activity like camps, for business growth of the dealerships. ⇒ Promotion of allied business by the workshop for company /dealership benefit. ADDITIONAL ROLE ⇒ Conducting regular audits to ensure quality standards of the organization. ⇒ Implementing various new methodologies/process in workshops as developed by OEM. ⇒ Organizing regular periodic meetings & trainings for dealer service staff. ⇒ Faster and smooth achievement of various recall activities by strong follow up with workshop and customers. Achievements ⇒ Achieved 2nd rank in Dehradun city with 949 score for 2015 Syndicate JDP survey and earned TML sponsored Incentive trip to PHILIPINNES for the same. ⇒ Achieved 2nd rank in Dehradun city with 915 score for 2016 Syndicate JDP survey. SUMMER TRAINING ⇒ 4 months training in Mahindra & Mahindra as a corporate trainee. ⇒ Project on process improvement in production Department. ⇒ SOPs preparation for various production processes. Academic Credentials Year(s) Qualification – Degree / Diploma / Certificate Board/University College/ School % / CGPA 2008- 2012 B. Tech. Automotive Design Engineering University of Petroleum and Energy Studies College of Engineering 2.70/4 2007 All India Senior Secondary School Examination CBSE Scholars Home 65.%
- 3. 2005 All India Secondary School Examination CBSE Scholars Home 82.% Software Knowledge: MS-word, Excel, Power Point, CATIA. Personal Details Date of Birth: 1 july 1990 Marital status: Single Nationality: Indian Languages known: Hindi, English Hobbies and interests: Travelling, swimming, watching/playing cricket and football. Declaration: I hereby solemnly declare that the above information is true and correct to the best of my knowledge and belief. Date: 06/01/2017 Place: Dehradun (Vikas Rana)