1. MANOJ KUMAR
Present Address:
101, Satish Residency, G D Mishra Path, 3 H Lane, New Patilputra Colony, Patna
Mob:09771439879
E-mail: manojsrv@yahoo.co.in
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CAREER SUMMERY
A result oriented Professional with over 18 Years Experience in Customer Care Operation,
precisely in Dealer Management, Enhancing Service Business, Customer relationship
management, and Building Capability of the Team. Currently working with Mahindra &
Mahindra Ltd. As Sr Manager -Customer Care heading Bihar & Jharkhand. Leading &
Monitoring performance of team members with execution excellence to achieve Individual
& Organization Goals.
CORE COMPETENCIES:
Customer Centric: CSI analysis and actions drive from customer satisfaction to
Promoters. Reducing Service Response Time by taking leverage of “Customer Connect”.
Execution excellence on Single window warranty (SWW) solution for customers.
Expansion of service network, retention & development to ensure Proximity for
customers. Field activities planning and execution.
Channel Partners Centric: Monitoring on Improvement of dealer service standards
“DSQI” to ensure quality service. Customer Relationship Program drive to enhance CAP
score (Customer As Promoters). Enhancing Dealer Profitability “SAR” thru various
business development Initiatives.
Corporate Centric: Strategic Customer Service Planning & Execution to achieve
Organization Goal thru Short & Long term approach. Mentoring & Monitoring
Capability Building of Team as well as dealer Manpower. Establishing Review
Mechanism of the team to coach & excel their performance & achieve Desired Goal.
Product Strategic: Product feedback from Field to Plant team for further improvement
& CRE. New product seeding, its performance monitoring & strategic Launching.
Organizing and attending product training programs for sales as well as service team.
EDUCATIONAL SUMMARY:
COURSE BOARD/UNIVERSITY YEAR MARKS OBTAINED
B Tech(Ag) Allahabad University 1996 74%
10+2 U P Board 1991 68%
High school U P Board 1989 72%

2. ORGANISATIONAL EXPERIENCE SUMMARY:
Oct 2010 to till date : Sr Manager-Customer Care : Mahindra & Mahindra Ltd.
As State Head Customer Bihar & Jharkhand:-
 Handling 4 Area Office with 63 dealers network 1 Distributor & 35 MASP.
 Mentored a Team of 9 CCM 2 Service Officer & 4 Technicians.
 Tripled the Spare Parts & Oil Business in 3 Years’ time.
 Development of MSDC & Ensuring 50% L3/L4 technicians at dealerships.
 Infrastructure Development-100% PR workshop automation in Bihar.
 Ever Highest Score of CSI in Bihar (Awarded best CSI in F-14).
 Drive Big Boss & Mahindra Shree Program across the state.
 Appointment of 15 MASP in network drive.
 Implementation of Crusade Drive “first time right & every time right”
Oct 2006 to 2010 : Area Manager-Customer Care : Mahindra & Mahindra Ltd.
As Sr CCM Heading Central UP:-
 Distinction of Handling 15 Dealers of Central UP 1 Distributor & 6 Franchisee in
Bundelkhand along with appointment of 12 NSP.
 Ever Highest CSI score (93) on national level survey by external agency.
 On Achievement of Spare Business growth Got Switzerland trip.
 Mentored Highest ever DSQI Score dealer of the state.
 Instrumental in driving customer Contact program “Padyatra” 5000 contacts in
one Year F-08.
 Mentored Stockyard Management at Lucknow with aging of within 10days.
 50% Reduction of legal Cases at Lucknow AO.
Nov 2000 to Oct 2006 : Sr Engineer - Service : Punjab Tractors Ltd.
As Service Head East-UP, Bihar West Bengal & Odisha:-
 Handling 42 Dealers network for after sales service activities in 4 states. Leading
a team of 6 Technical Officers to enhance service response & spare parts
availability.
 Distinguished effort in appointing 4 new dealers in Bihar & West Bengal.
 Instrumental in Organizing “Service Camps: & “Dekhbhal Camps”
 Attending & resolving escalated field problems.
 Training of Dealer Technicians to enhance customer satisfaction.
 Coordination Meeting with OEM & Works Managers at AO level.
 Meeting with Dealer Technicians under “Bandhan” program.
Dec 1997 to 2000 : Astt. Manager - Service: International Tractors Ltd.
As Service & Training Head West-UP, Haryana & Rajasthan:-
 Responsible for Attending & Resolving field problems.
 Product feedback to Plant Team for & Implementation.
 Customer Meet & education program.
 Training of Dealer’s Technicians in field.
 Organizing service Camps & field demo.

3. PROFESSIONAL TRAINING:
 3 Days Workshop on Customer as Promoters
 Personality Development Program by –“ Land Mark”
 Relationship Management program by –“ Homi Mulla”
 Workshop on “7 habits of Highly Effective People”
 Finance Management by –“Jakhotia”
 30 days vocational training at C F M T T I Tractor Nagar , Budani (M P).
 60 days computer training with PRAYAG COMPUTER ACADMY Allahabad.
ACHIEVEMANTS:
 Highest spare business Growth award in F14. ( triple the business in 3 years)
 Trophy on turn around performance in Bihar Dealer Infrastructures developments.
 Rise award in F13 on CSI growth.
 Best Performance award in Spare business, DSQI & Engine O/h.
 Mahindra Execution Excellence Award-2010
 Best Customer Care Manager Award-2009
 Have got abroad trip for “Switzerland”
 Have got Akikrit Scholarship in schooling education.
 Have got II position in technical quiz competition organized by “Allahabad Agriculture
Institute” Allahabad (UP).
PERSONNEL DETAILS:
Father’s Name : Late Sh Hira Lal
Date of Birth : 07.07.1975
Passport No : B1849045
Marital Status : Married
Permanent Address : Vill-Ledua , P O- T P Nagara, Surapur
Distt- Sultanpur (U P)
(Manoj Kumar)
Date:30.04.2016