Satyesh Venkatraman Kuppahalli

Contact: +91-782*******

E-Mail: adn38p@r.postjobfree.com

Result-oriented Automotive professional seeking Senior Managerial level assignments in Service Operations / Resource Utilization / Customer Support / After Market Operations with a leading organization of repute preferably in Automotive Industry

Profile Summary

A seasoned Automotive professional with proven success in:

~ After Market Operations ~ Operations & Maintenance ~ Customer Support

~ Revenue Generation ~ Service operations ~ Workshop Management

~ Budgetary Control ~ Service Administration ~ Team Management

Deft at cementing healthy relationship with the clients for generating business and leading workforce towards accomplishing business and corporate goals

Adept at handling:

-Loading & Scheduling Jobs, Bay Productivity, maximize utilization, productivity and efficiency, Warranty Administration, Plan and achieve Net Sales and gross margin budget & Achieve monthly CSI target

- Annual Budget in terms of Labor hours available, Labor hours that can be invoiced, forecast and compile Scheduled Services based on the UIO (Units in Operation)

Significant experience in identifying, networking and rendering assistance to reliable and financially strong channel partners for achieving business excellence

Resourceful at maintaining business relationship with clients / customers to achieve quality product and service norms by resolving their service-related critical issues

Skillful at monitoring and motivating the team & workforce to enhance their efficiencies & assisting them to deliver quality services

Excellent team player with strong research, analytical, problem-solving and communication skills Career Milestones

Holds the credit of working for world-renowned brands like Ford, Toyota, BMW, Honda, Tata, Mahindra & Mahindra and Eicher; worked on most advanced software such as SAP IS Auto and INCADEA used by reputed automotive companies

Achieved more than 100% gross margins and 90+ CSI scores every month for the last 6+ years in CMC Motors Group Ltd. Also, successfully ensured that all the sublet jobs are carried out in-house.

Initiated and successfully sold the PERIODIC SERVICE AND MAINTENANCE CONTRACTS (FORD PROTECT) to more than 75% of the new customers and EXTENDED WARRANTY PACKAGE to more than 55% of the customers in CMC Motors Group Ltd. which resulted in enhanced CUSTOMER RETENTION.

Ensured revenue expansion from KES 14,200 to 15,700/= per service order (Approximately USD 142 to 157 per service order) at CMC Motors Group Ltd

Received the BEST CREATIVE SERVICE CENTRE AWARD in CMC Motors Group Ltd for the year 2017 and 2018

Received the BUDGET ACHIEVEMENT AWARD in CMC Motors Group Ltd for the year 2020

Introduced attractive service packages for fleet owners, company vehicles and for vehicles which were more than five years old at CMC Motors Group Ltd

Imparted training to Service Advisors, Service Supervisors & Technicians on accepting the vehicles for service, diagnosing, fix it right first time, managing WIP, road test, etc.; ensured revenue expansion from 44 to 49 Omani Rials per service order at Saud Bahwan Automotive

Introduced attractive service packages for fleet owners, company vehicles and for vehicles which were more than six years old at Saud Bahwan Automotive

Instrumentally generated the revenue during the Free Service Campaigns. Also, it resulted in more vehicle inflow, customer satisfaction and customer retention at Saud Bahwan Automotive

Augmented the customer base by 18%; added existing and new customers to Loyalty Schemes and Annual Maintenance contracts at Saud Bahwan Automotive

Core Competencies

Overseeing formulation of service budgets, forecasts & operational plans and implementing cost-saving measures while maintaining the profitability

Generating service revenue by meeting budgeted targets, by developing new service procedures and strategies to increase productivity & profitability

Setting-up service management processes involving evaluation & improvement of the service centers on a continuing basis; increasing productivity of service and service sales force

Ensuring maximum customer satisfaction by providing them with pre/post service assistance and achieving delivery

& quality service norms

Handling service operations with a view of maintaining minimum Turn-around-Time

Developing customer satisfaction programs, managing key account service strategy as well as conducting customer satisfaction measurement & feedback analysis

Reducing the re-jobs to less than 3%

Organizational Experience

Mar’15 – Mar’21 with CMC Motors Group, Nairobi, Kenya as Service Manager Al-Futtaim Group Company - Authorized Sales & Service Centre for Ford Sedan and Commercial Vehicles Key Result Areas:

Entrusted with the responsibility of ensuring:

o All Standard Service Transactions (SST) are followed rigorously without any deviations. o Proper training for subordinate staff and achieving the targeted training hours for DP and NDP staff per year as per yearly training planner

o Achievement of monthly target and Periodic Maintenance / General Repairs ratio on consistent basis o Excellence in customer care

Achieving monthly CSI target, reviewed monthly through CSI report; working out action plan on customer’s feedback who have rated low, to improve the CSI and Customer satisfaction

Accountable for maintaining WIP to the minimum reviewed monthly through the daily WIP report

Conducting weekly meetings with all Service staff with key focus on ensuring smooth functioning of the workshop

Sustaining excellent rapport with Government officials, private fleet owners and individual customers. Dec’12-Feb’15 with Saud Bahwan Automotive, Sultanate of Oman as Assistant Senior Manager Authorized Sales & Service Centre for Toyota Sedan and Commercial Vehicles Key Result Areas:

Entrusted with the responsibility of ensuring:

o All Standard Service Transactions (SST) are followed rigorously without any deviations. o Proper training for subordinate staff and achieving the targeted training hours for DP and NDP staff per year as per yearly training planner

o Achievement of monthly target and Periodic Maintenance / General Repairs on consistent basis o Successful free service campaigns like, “Back 2 School”, “Free AC Check Up”, “Car Care”, “A – Z Health Check Up”, etc. o Excellence in customer care

Achieving monthly CSI target, reviewed monthly through CSI report; working out action plan on customer’s feedback who have rated low, to improve the CSI and Customer satisfaction

Accountable for maintaining WIP to the minimum reviewed monthly through the daily WIP report

Conducting weekly meetings with all Service staff with key focus on ensuring smooth functioning of the workshop

Sustaining excellent rapport with Government officials, private fleet owners and RENT A CAR firms Jan’12-Nov’12 with Navnit Motors Pvt. Ltd., Bangalore as Service Manager Authorized Sales & Service Centre for BMW Passenger Cars Key Result Areas:

Liaised with all Insurance Surveyors and Managers; resolved critical cases, obtained Insurance approvals & payments

Streamlined various Rewarding Schemes for Best Technician of the month, Best Service Advisor of the month, Best CSI Achiever of the month, etc. in addition to the existing Incentive structure

Visited Mangalore Branch on a fortnightly basis to ensure smooth functioning of Reception, Front office, Shop floor, parts and warranty department (in addition to target and CSI achievements)

Planned and achieved Net Sales and gross margin budget for each quarter as stated within the budget calendarization

Attained targeted dealer standard score conducted by the manufacturers, reviewed through manufacturers report

Achieved targets for selling Accessories & lifestyles and Annual Maintenance Contract packages Jul’02-Dec’11 with Al-Futtaim Honda, Dubai, UAE

Authorized Service Centre for Honda Passenger Cars Growth Path:

Jul’02-Sep’07 Service Engineer - Dubai Workshop

Oct’07-Feb’10 Service Supervisor

Mar’10-Dec’11 Assistant Service Manager

Key Result Areas:

As Assistant Service Manager:

Conceptualized and implemented action plan through Service Manager, at least 1/quarter to improve workshop efficiency, reviewed quarterly through dealer clinic/dealer standard report

Achieved monthly budgeted targets and CSI scores of 90 and above.

Excellence in customer care

Contributed towards achieving targeted training hours for DP and NDP staff per year as per yearly training planner

Maintained regular follow up of outstanding payments to achieve 90% of recovery less than 90days reviewed through the monthly report

As Service Supervisor:

o Optimization of Bay Capacity by improving Bay turnaround thereby improve operational efficiency & profitability o Attainment of the minimum target of 90% on warranty process audit & manufacture dealership standard reviewed quarterly

o Maintenance of repeat job analysis & achieving repeat jobs below 5% on the number of vehicles serviced

Appraised the performance of the Technicians in terms of Labor hours invoiced and revenue

Accomplished Labor revenue Targets and analyze the causes in case of shortfall in accomplishment of objectives

Contributed in the attainment of:

o Annual Net Sales & Gross Margin Budget as stated within the budget calendarization for each quarter o Target on Workshop Productivity & Efficiency reviewed through monthly report o Monthly CSI target reviewed through monthly report o WIP target for the location target, monthly reviewed through the WIP report

Participated in the compilation of Annual Budget for my branch and also provide inputs in this regard

Proven track record of ensuring that customers were contacted through e-mail and phone with regards to Recall Jobs which not only adds to CSI ratings also contribute to revenue As Service Engineer - Dubai Workshop:

o Optimization of Bay Capacity by improving Bay turnaround thereby improve operational efficiency & profitability o Attainment of the minimum target of 90% on warranty process audit & manufacture dealership standard reviewed quarterly

o Maintenance of repeat job analysis & achieving repeat jobs below 5% on the number of vehicles serviced

Appraised the performance of the Technicians in terms of Labor hours invoiced and revenue

Accomplished Labor revenue Targets and analyze the causes in case of shortfall in accomplishment of objectives

Contributed in the attainment of:

o Annual Net Sales & Gross Margin Budget as stated within the budget calendarization for each quarter o Target on Workshop Productivity & Efficiency reviewed through monthly report o Monthly CSI target reviewed through monthly report o WIP target for the location target, monthly reviewed through the WIP report

Participated in the compilation of Annual Budget for my branch and also provide inputs in this regard

Proven track record of ensuring that customers were contacted through e-mail and phone with regards to Recall Jobs which not only adds to CSI ratings also contribute to revenue Highlights:

Instrumentally achieved revenue targets and was always ranked amongst the top 3 performers

Achieved CSI performance of 80%+ which was well above the company average Previous Experience

Jan’00-Jun’02 with Concorde Motors Ltd., Bangalore as Service Advisor Authorized Service Centre for Tata Passenger Cars

Dec’98-Dec’99 with Automobile Service Centre, Bangalore as Service Engineer Authorized Service Centre for Mahindra & Mahindra Passenger and Commercial Vehicles Apr’93-Nov’98 with Canter Automobile Service (P) Ltd., Bangalore as Supervisor Authorized Service Centre for Eicher Trucks

Jun’91-Jan’93 with Sharada Industries, Bangalore as Supervisor Pioneers in fabrication of stainless-steel mixing tanks and pressure vessels Academic Details

Degree in Mechanical Engineering from Bangalore University, Karnataka State, India Academic Project

Centrifugal Core Making Machine

Trainings

Professional Service Managers Training– Part I & Part II from Ford Motor Company

BMW Training sessions in New Delhi related to After Sales Foundation I & II, Customer Handling- The BMW Way, BMW Connected Drive, Standard Service Transactions (SST), CSI and Voice of the Customer

Customer Handling Skills, Service Sales Skills, Up-selling, Service Supervisor Skills, Shop-floor Management, Managerial Skills, etc.

IT Skills

AutoCAD (Release: 10)

Oracle 8 with Developer 2000

SAP IS AUTO

INCADEA

MS WORD

EXCEL

Personal Details

Date of Birth: 1st March, 1969

Address: # 2611, 5th Main, II Stage, Kumara Swamy Layout, Bangalore - 560111, Karnataka, India Languages Known: English, Hindi, Kannada and Tamil

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