1. Gaurav Kumar Kansal
Address: - 2/26, Shivaji Nagar, Near Bhuteshwar Mandir, Khandsa Road, Gurgaon-122101(Haryana)
Mobile: +91-8800490497
Email: gaurav.kkansal@yahoo.co.uk
Career Objective
Seeking senior managerial assignments in Service Marketing/Customer Service with an organization of
repute in Automobile sector
Professional Synopsis
 Currently designated as Asst. Manager-Customer Service with M/s Honda Motorcycle & Scooter
India Pvt Ltd
 A Dynamic professional with 13 years’ experience in After Sales Service Operations
 Having skills to Service Marketing, Service Quality, Customer Relation Management, CSI Analysis,
Service Promotional Activity, Field Quality and Dealer Business Development.
Synopsis of Working Experience
1. M/s Honda Motorcycle & Scooter India Pvt Ltd, Gurgaon from Jul’14 to Present
Assistant Manager – Service (North Region)
 Analysis and Implementations the systems for reducing the Customer Complaints
 Monitor and reduction of complaint resolution lead time to achieve customer satisfaction and
improve CSI through PSF at the dealership
 Improving the overall customer relationship system at the dealership
 Resolving customers queries within agreed authority
 Involves in Customer Retention Activities(FSC/PWO/CM/AMC/IQS)
 Increase customer retention through Service marketing
 Monitor and analysis CR Manpower availability and skills
 Ensures that the team meets the quality objectives and standards
 Responsible for handling team of Customer Service Executives
 Motivate, develop, organize and leads to team to achieve aspects
 Ensures planning and co-ordination between sections to achieve group targets
 Planning of Service activity and Training in the assigned region
 Improvement in Service Redemption and Customer Retention
 Provide the OJT as per requirement for improving service quality and Improve Customer Experience
2. M/s Suzuki Motorcycle India Ltd, Gurgaon from Feb’08 to July’14
Assistant Manager – Service (Madhya Pradesh)
 Increase of after sales service and achieve the Service Business Targets
 Monitor and Improve service quality at the dealership with team
 Endorse the service marketing with Team
 Improving Dealers profitability and Audit Dealers for operations as per standard service process
 Involves in Customer Retention Activities(FSC/PWO/CM/AMC/IQS)
 Increase customer retention through Service marketing
 Monitor and analysis Manpower availability and skills
 Monitor and Analysis of PSF at dealership to achieve customer satisfaction and improve CSI
 Ensures that the team meets the quality objectives and standards
 Responsible for handling team of Territory Service Manager
 Motivate, develop, organize and leads to team to achieve aspects
 Ensures planning and co-ordination between sections to achieve group targets
 Planning of Service activity in the assigned state
 Standardization to Workshop Management
 Analysis and Implementations the systems for reducing the Customer Complaints
 Improvement in Service Redemption and Customer Retention
 Provide the OJT as per requirement for improving service quality

2. 3. M/s Piaggio Vehicle Pvt Ltd, Noida (U.P.) from Jan’06 to Jan’08
Service Engineer and Training (North Region)
 Provide the Sales, Service and Spare Training to Dealer staff of North zone
 Provide on the spot training to dealer staff as per field requirement
 Guide to Dealers for improving job quality and Service Performing Parameter
 Preparation of Training modules
 Provide the support to service field as required
 Involve in field service activity and operations
 Preparation of MIS report of RTC
 Provide Technical Support to Dealer Network
 Preparation for New Product Testing and Induction
4. M/s Competent Automobile Co. Ltd, New Delhi from Sep’03 to Dec’ 05
Service Supervisor
 Handling Customer Complaint
 Monitoring Post Service Follow up
 Analysis of Customer Feedback and Expectation
 Monitor Warranty Repair & co-ordination with Warranty Team
 Final inspection of the vehicle
Additional Training
 Team Dynamics
 People Management
 Selling Skills
 Personality Grooming
 Train the Trainer
Computer Competencies
Operating System : Windows 98/XP/Vista, Windows7
Miscellaneous : Conversant with MS Word, Excel, PowerPoint, Outlook and Internet Surfing
Academic Credentials
Diploma in Mechanical Engineering from Govt. Polytechnic Ghaziabad in 2003
Personal Information
Father Name: Shri Subhash Chand Kansal
Date of Birth: 4th
April, 1985
Marital Status Married
Nationality: Indian
Language: Hindi as well as English
Permanent Address: “Kansal Nikunj” H.No – 931, Anand Lok, New Shivpuri, Hapur-245101(UP)
Declaration
I hereby declare that all the above information is true to the best of my knowledge & belief.
Date:
Place: Gurgaon (Gaurav Kansal)