Customer Service Lead Trainer
Resume:
REJI GEORGE
Mobile# +91-918*******, +91-859*******
Email: ***********@*******.***, ***********@*****.*** KEY SKILLS & COMPETENCIES
Strengthening quality of Automotive Dealer Service Operations TSM-Kodawari (General, Body & Paint) certified
Administration of Technical Training Centre
Automotive Technical Training (Body Repair, Paint Refinish & Estimation)
Learning & Development needs analysis & Evaluations EDUCATION
Bachelor Degree in Mechanical Engineering (B.Tech) University of Mahatma Gandhi, India, 1994
Post Graduate Diploma In Business Management
Symbiosis International University, India
PROFESSIONAL DEVELOPMENT
TOYOTA certified Trainer:
Body Repair, Estimation, Paint & TSM-Kodawari (Genral, B&P)
Training Performance & Assessment (D32,D33) Certificate – IMI
Automotive Technical (Denting & Painting) trainer since 13 years
Overall Automotive Industry Experience – 24 years TRAINING PROFESSIONAL - SUMMARY OF FUNCTIONAL QUALIFICATIONS Training Management
• Manage team of highly-skilled automotive body repair & paint refinishing trainers responsible for company-wide training and development solutions.
• Responsible for managing all body repair & paint refinishing process related training needs for the country wide dealerships of approximately 500 plus service personnel. Page 2 of 4
Instructional Design and Delivery
• Over 20 years of vocational training delivery experience in Automotive / Mechanical Engineering. Possess a solid understanding of adult learning styles, curriculum development, and training methods.
• Perform needs analysis, design, develop, deliver, and evaluate training initiatives.
• Have designed and facilitated courses covering a broad range of topics, including: Toyota Customer Service Workshop Management (TSM-KODAWARI) Estimation (Collision Repair) Training
Body Repair Process (Panel Repair, Welding, Body Align & Frame Repair) Training Paint Refinish Process Training
Quality Assurance & Continual Improvement
• Ensure conformance to quality systems, compliance with operational guidelines & create action plan for improvements
• Internal quality auditor for ISO 9001:2008 & Toyota Customer Service Workshop Management (TSM-KODAWARI)
• Process flow/ Control plan team member. Making of operational sequence, process monitoring, ensure conformance with standards & devise action plans. PROFESSIONAL EXPERIENCE
SAUD BAHWAN GROUP, Sultanate of Oman
(Toyota, Ford, Kia & Hino-Automotive Distributor)
Saud Bahwan Group occupies the pre-eminent position of the largest distributor of automotive products in the Sultanate and leads the rapid development of automobile business. It contributes to growth of leading brands like Toyota, Daihatsu, Lexus, Kia, Ford, Man & Hino.
1) Deputy Manager (Service) Planning & Operations 2009 – 2019 DEC Manage Training Operations: Smooth running and operating of Body & Paint Training facility, manage the operational aspects and oversee the design and delivery of learning solutions.
Learning Strategy: Ensure that the SOP of T&D is devised out. Conduct skill gap analysis for the trainees in view of the business perspective. Develop and implement training plan
(annual, monthly) based on input from competency assessment/ skill gap analysis. Develop new training solutions (in case of skill gap) that meet the needs of the business. Identify developmental needs of the personnel and ensure that specific need based training interventions are administered.
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Self & Team development: Planning, managing & imparting learning, working with other team members to implement and continually improve curriculum, teaching, learning & assessment strategies.
Monitoring & Reporting: Manage Key performance indicators, Trainer and course utilization, Technician’s Certification levels. Assess learner performance in a timely and supportive manner. Setting up KRA’s for team members. Conduct appraisal of sub- ordinates. Establish performance targets for the personnel in line with their assigned roles.
Training Feedback: Ensure that corrective actions are taken after the training feedback during each training sessions conducted. Develop, manage and evaluate training and organizational effectiveness strategies that promote the development of a skilled, high- performing, motivated workforce focused on the achievement of company key performance indicators.
Quality Assurance/ Operations Support: Serve as internal consultant to all levels of management to identify and resolve product quality issues, skill development, professional growth and performance improvement. Streamlining Body and Paint repair operations at dealerships to enhance BP shop profitability. Design and implement technical audits & action plans. Competence development planning for work force, driving continuous improvement programs on efficiency & effectiveness. Documentation: Compliance of all documentation for ISO, i.e. training need identification, imparting training, training records, feedbacks, training evaluation & effectiveness.
2) Lead Trainer June 2001 - 2009
Deliver engaging Body & Paint training for technician’s to ensure that all distributor and company policies and procedures are adhered to, in line with the quality standards.
Planning, procurement, installation and maintenance of BP shop training tools and equipment to cater to the demand of Collision vehicle repair quality & safety.
Conducting skill certification of the trainees after every stage of OJT & assessment.
Bridging the skill gap between actual and desired level of the employees. 3) Service Engineer Jan 2000-June 2001
In-charge of the Body & Paint Repair shop supervising a team of Technicians, service advisors & other service staff.
Co-ordinate with insurance companies with regard to the accident repair jobs.
Schedule work flow and job allotment to the technicians.
Plan workshop operations and procure necessary machines, consumables and other resources.
Implement Productivity improvement incentives and standard time for each repair jobs.
Quality control, testing, final inspection, Pre-delivery check/inspection of repaired and new vehicles.
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POPULAR VEHICLES & SEVICES, Cochin, India. Nov 1995 – Dec 1999 POPULAR VEHICLES & SERVICES with 6 branches is the leading dealer for MARUTI SUZUKI, BAJAJ Motorbikes and CALTEX Lubricants in India.
In-Charge Body & Paint Shop
In charge of a busy, high volume accident repair unit of Suzuki vehicles with an inflow of 250 vehicles/ month and dealing with all works related to vehicle service management.
Guiding a group of 50 plus, including supervisors, mechanics, painter & denters. FERTILIZERS & CHEMICALS TRAVANCORE, Cochin, India June 1995 – Nov 1995 FERTILIZERS & CHEMICALS TRAVANCORE (FACT) is a leading Government organization manufacturing Agricultural fertilizer in India.
Apprentice Mechanical
Worked in the maintenance, inspection and quality control department
Conduct condition monitoring and vibration analysis of various rotary equipments. SKILTEK GROUP OF INSTITUTIONS, Cochin, India Sept 1994 – June 1995 SKILTEK GROUP is an educational institution conducting Diploma and other vocational training courses.
Instructor (Mechanical Engineering)
Instructor in Mechanical Engineering, Motor Vehicle Technology Studies and associated subjects for diploma engineering students.
Conduct coaching classes for AMIE (Associate Membership in Mechanical Engineering) Examination.
PERSONAL DATA
Nationality: Indian
Age, Date of Birth: 47, 10/05/1973
Marital Status: Married with 2 Kids
Passport Details: L6687423, Expiry 08/03/2024
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