RISHAV PAL Doha – Qatar Seeking challenging assignments in Service Operations/Client Servicing/Quality Management with an organization of high repute.SNAPSHOT A seasoned professional with more than 9 years of experience in Service Operations, Customer Acquisition and Retention, Client Servicing, Quality Management and Team Supervision. Expertise in managing service operations with focus on profitability thereby ensuring optimal utilization of resources. Effectively conceptualised and completed operations pertaining to maintenance, repair and up-keeping of equipment. Resourceful at maintaining business relationship with clients and customers to achieve quality service norms. Strong industry knowledge with exposure in a vast range of automobile technologies. Skilful in monitoring and motivating the workforce to enhance their efficiencies and assist them to deliver quality services to clients. Experience in operating CRM/ERP applications.CORE COMPETENCIESService Operations Managing service operations and warranty administration with focus on implementing policies and procedures. Adhering to service procedures for optimizing Operational Effectiveness of the equipments. Collecting and collating data on jobs/other specific complaints for countering measures. Ensuring that operations at the service points match company’s standards.Client Servicing Monitoring the post service activities like post service feedback, following up with the customers, service remainders and handling customer complaints. Enhancing customer satisfaction matrices through on-time delivery of spare parts and monitoring customer complaints and warranty issues. Formulating different service and parts agreement packages define value for money.Quality Management Ensuring compliance with Quality Assurance Measures that monitors the consistency of Customer Satisfaction and quality of Services, using 5W-2H analysis and countermeasures. Implementing Quality Assurance practices in workstations defined by manufacturers.CAREER CONTOUR
June ’10 – Till Date Abdullah Abdulghani and Bros. Co. W.L.L. as Supervisor – Warranty Operations.(Distributor of Toyota and Lexus models in the State of Qatar)Roles and Responsibilities Support warranty operations in order to ensure quality and consistency. Reduce and control warranty costs and provide necessary data for calculating vehicle quality indicators.KEY ACCOUNTABILITIES Perform warranty audits at the work centres to ensure the quality of warranty operations. Monitor the recall & service campaign progress and completion in the market. Track and analyze warranty data on continuous basis in order to identify warranty operation trends, problem areas and necessity for countermeasures. Support vehicle quality engineers in their activities by coordinating vehicle driving plans and vehicle evaluation activities. Raise Technical Reports to Toyota Motor Corporation (TMC) related to Technical Failures concerning Product Quality.May ‘07 - May ’10 Oman Trading Establishment (OTE Group) L.L.C. as Sr. Service Engineer.(Multi Brand Automobile Hub in the Sultanate of Oman)Roles and Responsibilities In-Charge of Repair and Maintenance of Hyundai Commercial and Isuzu (all make) vehicles reporting to the Service Station at Sohar. Headed Service Operations of AC Delco Quick Service Centre at Sohar. Headed Pre-Delivery Inspection operations of passenger and commercial vehicles at Sohar.KEY ACCOUNTABILITIES Played a vital role in achieving all the turnover targets with appreciable growth in passenger and commercial vehicle divisions. Developed business relationships with the individual customers, institutional customers and transport fleet owners in bus/goods segments of LCVs and HCVs. Managed marketing in individual transporters, whole sale goods dealers. etc. Well versed with common computer software like SAP ECC/CRM. Maintain inventory of consumables and tools on a regular basis to ensure their availability.March ‘06 – May ’07 Prime Honda (Capital Cars India) as Workshop Controller(Dealer for Honda Siel Cars, Ghaziabad, U.P., India)Roles and ResponsibilitiesControl job flow to appropriately skilled technicians maximising on time completion, testing, washingand minimising turnaround time while ensuring all resources used are posted to the job card.
KEY ACCOUNTABILITIES Achieve customer satisfaction by on-time completion. Ensure full and accurate communication to workshop, parts, reception and quality control. Ensure all materials and labour resources used are posted to each and every job card. All warranty job cards are cleared in a timely manner. Maintain up-to-date progress on each and every vehicle under maintenance / repair. Ensure Technicians optimum productivity Maintain standard operation codes and current flat-rate manuals.June ‘05 – March ’06 Competent Automobiles Co. Ltd. as Supervisor – Pre Delivery Inspection and New Vehicle Delivery(Dealer for Maruti Suzuki, New Delhi, India)Roles and ResponsibilitiesOversee complete Pre-delivery procedures and New Vehicle Delivery schedules by coordinating withLogistics and Sales team.KEY ACCOUNTABILITIES Receiving all units from logistics and inspecting every unit on good condition. Ensure Pre-delivery checks on every unit carried out as per manufacturer’s pre-delivery guidelines. Liaise with workshop on fixing dents and scratches. Liaise with workshop on carrying out required repairs wherever necessary. Liaise with workshop on carrying out Pre Delivery Corrections whenever arises. Maintaining Demo Log, line up and fuelling. Ensure all units are washed and cleaned prior to delivery to owners.Dec ‘03 – June ’05 Southend Honda as Service Advisor(Dealer for Honda Siel Cars, New Delhi, India)Roles and Responsibilities Provided after sales service support for respective automobile brand. Responsible for establishing rapport and trust with customers. Road-test customer vehicles to confirm problems and after service to ensure that repairs have been completed. Maintain extensive contact with customers, telephone to provide estimates on service and repairs before jobs are begun, explain the appointment/scheduling system to customers and establish with customers the method of payment for repairs (cash, warranty, etc.). Constantly communicate with Technicians to obtain information on needed vehicle repairs. Offer additional maintenance and repair services to customers when appropriate.KEY ACCOUNTABILITIES
Achieved high customer satisfaction level through systematic implementation of basic processes. Achieved better Labour and Parts Turnover despite being in a competitive market.ACADEMIABachelor of Engineering - Mechanical (Visveswaraiah Technological University), 2003.TRAININGS ATTENDED Basic Warranty training at TMC-BRO, Bahrain. Training at OTE Groups In-house training programmes on product knowledge. Training at Honda Siel Cars India Ltd., Greater Noida, on Service, Maintenance, Diagnostics and Troubleshooting of Honda Vehicles. Basic & Advance Training conducted by Maruti Udyog.PERSONAL DOSSIERDate of Birth : 23rd April, 1979.Languages known : English, Hindi, Bengali & Arabic.Current CTC : USD 30,000 /- P.A.Marital Status : Married.Contact Number : +974-33493569(Mobile).E-mail ID : firstname.lastname@example.orgHaving valid Indian and Qatar Driving License.