1. ANIL BALIYAN
9/95, HS-3, SURYODAY APPT.
SECTOR- 3, RAJENDER NAGAR
SHAHIBABAD, GHAZIABAD UP
9999101054
E-MAIL ID- a.baliyan@yahoo.com
Objective: -
To obtain long term career with an organization for core working philosophy lies in ‘PUTTING
CUSTOMERS FIRST’ as they are the force behind any company’s success and to achieve success
in your organization through my sincerity, hard work, dedication and positive attitude and to
utilize the best of my abilities, towards the goal of the organization.
Competent, diligent & result oriented professional, offering over 17 years of exposure
across Service Operations, Channel Management, Dealer Development, Management and
Client servicing and Liaison & Coordination; currently spearheading as General
Manager(Group) After Sales with Shiva Motors(CHEVROLET)SAHIBABAD & NOIDA
locations ,. Maintaining highest standards of customer service while giving preference to
customer satisfaction & promptly resolved customer problems & concerns identifying
financially strong and reliable service franchisee to ensure flawless services.
 Presently working with Shiva Motors Chevrolet and lead Service Operations of
Shiva Motors Chevrolet Group having a service volume of 2500 service 150 Body
Repairs vehicles a month. With responsibility of developing strategies to manage
day-to-day Service Operations, Technical Manpower hiring, maintenance and
calibration of Machines Equipment’s, ISO Certification, Balance Score Card Audit,
implementing systems, good work practices providing support to the entire network
to ensure exceptional standards of after sales service in the industry
 Effective understanding of service operations
 Network expansion & developing, depending on market potential & service
requirement
 Planning, implementing, monitoring service and marketing activities like promotional
& customer care campaigns etc.
 Coordinating with external agencies for important activities like CSI (customer
service index)

2. Hands on exposure to Automobile domain, proven acumen in setting up service
operations, establishing company brand; excel in increasing revenue and gross profits
while formulating and implementing marketing strategies and attaining monthly targets
and competitive wins. Adept in instilling multi-skilling aptitude among workmen for
performance enhancement; fully conversant with concepts and application of Quality and
Process Improvement Tools to facilitate smooth functioning of overall operations and
thereby improve service and quality levels, Capable of assisting Service Operations with
emphasis on implementing policies & procedures, developing / streamlining systems,
optimizing operational effectiveness of equipment and reducing breakdowns / downtime to
minimum
An assertive manager and a facilitator with strong aptitude in developing successful work
teams; a quick learner having experience in working in multi-cultural and diverse
background, self motivated and team oriented and exhibits an honest work ethic with the
ability to excel in fast-paced, time-sensitive environments, . Recognized as a proactive
individual who can rapidly identify the problems, formulate tactical plans, initiate and re-
design effective solutions and preventive measures.
Education
• B.Tech.(Mechanical Engineering) from GLA University, Mathura(UP) in 2004.
Affiliated UGC.-GOVT OF INDIA act 21 of 2000 & approved by UGC
• Law Graduate
PERSONAL PROFILE
• Date of Birth : 20/01/1971
• Marital Status : Married
• Family : Wife(Barkha Baliyan working with Prime Honda as CRM and
sons Abhinav 14 year old and Anupam 4 year old
.
Achievement
1. No 1 ranking in JDP score in north India -2015
2. No 1 ranking in SSS score in north India -2014
3. BEST WORKSHOP AFTER SALES OPRATIONS - 2013
4. 1 Ranking CSI in North 2013 Shiva Motors Sahibabad (JDP Survey)
5. 1 Ranking CSI in North 2012 Shiva Motors Sahibabad (JDP Survey)
6. Best dealership Rohan Motors Delhi in Telephonic Survey Q-2,2011 with
score 816
7. Winner of best practice award from HONDA AT RING ROAD HONDA.
8. Winner of BEST SYSTEM DEALERSHIP AWARD FOR 2009(SHIVA
MOTORS GHAZIABAD)

3. 9. No.1 ranking in NORTH INDIA for less concerns generated in a Q1-2010
(SHIVA MOTORS GHAZIABAD)
10.In the Dealer SSS Score No.-1 ranking in north India with 98 score in
Q1,Q2 -2010 (SHIVA MOTORS GHAZIABAD)
11.In the Dealer J D Power CSI, no.-1 ranking in India with 844 CSI, Q4-
2007(ROHAN MOTORS GREATER NOIDA)
12.In the Dealer J D Power CSI no.-2 ranking in India with 832 CSI, Q3-
2007(ROHAN MOTORS GREATER NOIDA)
13.In the Dealer J D Power CSI no-3 ranking in India with 828 CSI, Q2-
2007(ROHAN MOTORS GREATER NOIDA)
Trainings
• GM training from HCCIL
• CRUZE training from Chevrolet
• Management system training from Chevrolet
• Service Manager training from Chevrolet
• Introductory training from Chevrolet
• GM training from Maruti Suzuki India ltd
• Works Manager training from Maruti Udyog Ltd
• CCM Training from Maruti Udyog LTD
• Communication Skill course From NIS SPARTA
• Service Advisor Training from NIS SPARTA
• Basic Training from IDTR Delhi
• Advance Training from Maruti Udyog Ltd
Current Industry: Service Operations
Current Location: Ghaziabad
Location Preference: Delhi, Noida, Ghaziabad
Summary Of Skills and Experience:-
.
 Worked with Rohan Motors Ltd and lead Service Operations of Rohan Motors
Delhi having a service volume of 2000 service 350 Body Repairs vehicles a month.
With responsibility of developing strategies to manage day-to-day Service Operations,
Technical Manpower hiring, maintenance and calibration of Machines Equipments,
ISO Certification, Balance Score Card Audit, implementing systems, good work
practices providing support to the entire network to ensure exceptional standards of
after sales service in the industry
 Effective understanding of service operations
 Network expansion & developing, depending on market potential & service
requirement

4.  Planning, implementing, monitoring service and marketing activities like promotional
& customer care campaigns etc.
 Coordinating with external agencies for important activities like CSI (customer
service index)
12 Years of Experience
• Working with Shiva Motors Ghaziabad as GM Service from sept-11 to till date
• Worked with ROHAN MOTORS NEW DELHI as AGM SERVICE from Nov-10
to sept-11.
• Worked with RING ROAD HONDA GURGAON (HONDA DEALER)AS AGM
Service from July-10 to Nov-10.
• Worked with SHIVA MOTORS GHAZIABAD(GM CHEVROLET DEALER)as
Sr. SERVICE MANAGER from Nov-09 to July-10.
• Worked with SHIVA MOTORS GHAZIABAD(GM CHEVROLET
DEALER)as SERVICE MANAGER from Sept-08 to Oct-09
• Worked with ROHAN Motors, Greater Noida as Works Manager from Nov-
2006 to Sept-08
• Worked with ROHAN Motors, Gr. Noida as a Asst works Manager from July 2004
to Oct 2006.
Job Profile:
PROFITABILITY &WORK SHOP PROCESS QUALITY
 Achieve profitability and Continuous improvement in workshop process quality through
regular audits and analysis of MOP (Measurement of Performance) key areas viz. FTR (First
Time Right), RJ (Repeat Job), SQS (Service Quality Standard), CSI (Customer Service
Index) and CC (Customer Complaints).
 Improve overall productivity by implementation of SOP adherence in all workshops for
repair & service operations
 Products failure detailed analysis reports preparation/trouble shooting and feedback to
company and training to dealer’s team on finding solutions
* Initiating automotive services and repairs by ascertaining performance problems and
Services requested, verifying warranty & service contract coverage.
* Ascertaining automotive problems & Services by listening to customer’s description
Of problems & identifying problem (diagnosis complaint), conducting inspections,
Taking test drives etc
* Customer handling and providing Technical support to them

5. * Direct coordination with the Regional Managers for any service related issues
mainly where the dealers, corporate, are involved.
* Providing Customer service Index (CSI) to the Directors required for sales n service
profitability.
* Achieving Target of Service.
* Coordinating with spares department through request for the spares as required
* Preparing MIS of service n sales department, which keep both departments on smooth
runaway.
* Co- coordinating with all the branches for day-to-day issues.
* Handling of dissatisfied customers’ n solving their service related problems
* Emphasizing more on the customers who need special attention & give profit to the
organization.
* Handling the major projects of corporate n Govt. sector clients.
CUSTOMER RETENTION
 Maintaining customer retention through quality of work
 Strengthen network penetration by mapping the entire region to identify potential locations to
improve customer reach and market share
 Evaluate performance and monitoring of their sales, service and marketing activities
MANPOWER Q & Q, TRAINING & DEVELOPMENT
 Ensure right manpower availability in terms quality & quantity across network
 Train dealership team mainly on new products, customer handling, product trouble- shooting,
warranty analysis, product modifications & their feedback reporting
SERVICE MARKETING
 Retention of customer thru various service marketing program EW (Extended Warranty),
AMC, Customer Bring Customer and referral schemes etc
 Plan and organize promotional activities viz. check up / service camps, customer educational/
product customer meets
CUSTOMER CARE
 Achieve higher customer satisfaction through monthly CSI monitoring, conducting
independent CSI studies and implementing its improvement actions in place
 Speedy resolution of customer complaints across region for maintaining CC/1000 ,Analyze
them and implementation their prevention plan and strive for Zero Complaint Region
 Can Handle any query had trouble shooting in service & customer care strong
coordination in service, Sales, Marketing and Service, Pre-Sales and data analyses,
CSI index, backend office, Planning & commissioning of Service issues, MIS report,
Service Target.

6. WARRANTY
 Monitored warranty claims process (daily claims generation , tax invoice generation and send
on timely to Chevrolet),claim rejection monitoring and analysis reasons for rejections of
claims, Monitoring warranty claims payment credit cycle receiving timely
Duties & Responsibilities: -
* Coordinated with the problems of external & internal
* Meeting & coordinating with all Dept.
* Coordination with the service & Maintenance Department for smooth runaway.
* Daily Analysis & Prepare a daily report of the requirements of the existing clients &
the Prospects.
* Coordinated with the Regional Manager to obtain the desired Productivity in service.
* Transferring the database to all branches for rectification.
* Handling the corporate customers & coordinating with channel partners/ clients & the
managements
* Coordination for customer’s payments Status for service & Body shop
Place -Ghaziabad
Dated-11-07-2016 (ANIL BALIYAN)

7. WARRANTY
 Monitored warranty claims process (daily claims generation , tax invoice generation and send
on timely to Chevrolet),claim rejection monitoring and analysis reasons for rejections of
claims, Monitoring warranty claims payment credit cycle receiving timely
Duties & Responsibilities: -
* Coordinated with the problems of external & internal
* Meeting & coordinating with all Dept.
* Coordination with the service & Maintenance Department for smooth runaway.
* Daily Analysis & Prepare a daily report of the requirements of the existing clients &
the Prospects.
* Coordinated with the Regional Manager to obtain the desired Productivity in service.
* Transferring the database to all branches for rectification.
* Handling the corporate customers & coordinating with channel partners/ clients & the
managements
* Coordination for customer’s payments Status for service & Body shop
Place -Ghaziabad
Dated-11-07-2016 (ANIL BALIYAN)