Rajesh Kurup
Chennai
Summary
Serviced-focused General Manager - Customer Service, dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
30
30
years of professional experience
1
1
Certification
Work History
General Manager - Customer Service
VST Titanium Motors India Pvt Ltd (Mercedes Benz)
11.2024 - Current
- Manage a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
Group Head of Customer Service
Gara Auto Zone Pvt Ltd
05.2019 - 11.2024
- Company Overview: Volvo passenger car dealer in Gujarat
- Overseeing customer service operations for the brand and ensuring they are processed in a timely and efficient manner
- Implement and maintain effective process to ensure the smooth and efficient running of the customer service department
- Managing multicultural team of Service Advisors, Technicians, Denters, Painters & support staff
- Met budget targets through responsible planning and resource allocation
- Managed complaints with calm, clear communication and problem-solving
- Strive to improve quality of service provided by the team to our valued customers
- Building and maintaining strong relationships with customers, vendors and OEM
- Authorizing goodwill budget as per OEM guidance for customer satisfaction & retention
- Monitor customer service metrics and KPIs Continuously for improvement
- Train and develop customer service staff
- Managing 120 + staff in Aftersales department
- Oversaw daily operations over 20~ 30 thruput
- Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency
- Demonstrated consistent hard work and dedication to achieve results and improve operations
- Picked up additional tasks to aid team success wherever necessary
- Implemented more efficient processes and reduced wasted resources
- Exceeded goals through effective prioritization and consistent work ethic
- Maintained clean, safe working environments to eliminate accident risks
- Volvo passenger car dealer in Gujarat
Group General Manager - Aftersales
Platino Classic India Pvt Ltd
09.2018 - 02.2019
- Company Overview: BMW passenger car dealer in Kerala
- Monitor after-sales service KPIs and take necessary actions to improve performance
- Liaise with different departments to resolve after-sales service issues
- BMW passenger car dealer in Kerala
Head of Customer Service
Raam Autobahn India Pvt Ltd
05.2016 - 08.2018
- Company Overview: Mercedes Benz passenger car dealer in AP & Telangana
- Upselling products and services to customers
- Maintaining customer service records
- Overall responsibility for company's day-to-day operations of customer service department
- Update customer account information
- Monitor financial performance and prepare reports for senior management
- Develop and maintain positive relationships with employees, clients, and other stakeholders
- Develop and implement strategies to improve efficiency and productivity
- Ensuring compliance with all company policies and procedures
- Plan and implement wide strategies and initiatives
- Monitor financial performance and identify areas of improvement
- Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency
- Maximized customer engagement and satisfaction by delivering excellent customer service
- Exceeded goals through effective prioritization and consistent work ethic
- Trained and mentored employees to maximize team performance
- Produced high-volume orders to effectively meet customer demand
- Picked up additional tasks to aid team success
- Handled customer concerns and escalated major concern to OEM
- Built and maintained courteous and effective working relationships
- Enhanced working relationships by participating in team-building activities
- Maintained clean, safe working environments to eliminate accident risks
- Optimized team training and staff development
- Met schedule using excellent planning and coordination skills
- Implemented more efficient processes and reduced wasted resources
- Developed ongoing programs using good team communication and collaboration
- Planned and executed new strategies to increase sales
- Mercedes Benz passenger car dealer in AP & Telangana
General Manager - Aftersales
Nixynova Motoren Pvt Ltd
06.2011 - 04.2016
- Company Overview: Audi dealer in Gujarat
- Manage aftersales service budget and ensure efficient use of resources
- Develop and implement strategies to improve aftersales service and customer satisfaction
- Monitor aftersales service KPIs and take action to improve performance
- Ensure that customers are satisfied with aftersales service and that issues are resolved in a timely manner
- Oversee all aspects of aftersales operations including service, warranty, and parts
- Audi dealer in Gujarat
Service Manager
Nixynova Motoren Pvt Ltd
05.2010 - 05.2011
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Resolved customer complaints in professional and timely manner.
Warranty-in-charge
Wattayah Motors LLC
09.2008 - 04.2010
Senior Service Advisor
Wattayah Motors LLC
06.1995 - 08.2008
Education
Bachelor of Engineering - Automobile Engineering
Galaxy Institute of Engineering
Ahmedabad, GJ01.2020
Diploma of Higher Education - Automobile Engineering
Swami Nityananda Polytechnic
Kanhangad, KL01.1992
Skills
- Communication Skills
- Problem-Solving
- Public Relations
- Resourcefulness
- Knowledge of Aftersales Process
- Inventory Management
- Planning & Budgeting
- Goal setting
- Meticulous eye for detail
- Quality management
- Budget management
- Analytical and critical thinking
- Deadline management
- Calm under pressure
- Team building
Certification
- C-Management training, Mercedes Benz India, MM/DD/YY
- National Winner for Service Qualification World championship, Sultanate of Oman, 2008
- Participated in Service Qualification World championship, Germany, Service Advisor, MM/DD/YY
Accomplishments
- Recognized by management for positive behaviors, leading to increased SAR.
- Increased company profits by 60% in one year.
- Enhanced Aftersales processes for increased productivity and profits.
- Improved customer satisfaction reviews.
- Developed and instituted employee training and retention initiative.
Languages
English
Malayalam
Hindi
Tamil
Arabic
Hobbies and Interests
- Meeting New People
- Facing & Solving Challenges
- Travelling to new places
- Supporting & Guiding People
Timeline
General Manager - Customer Service
VST Titanium Motors India Pvt Ltd (Mercedes Benz)
11.2024 - Current
Group Head of Customer Service
Gara Auto Zone Pvt Ltd
05.2019 - 11.2024
Group General Manager - Aftersales
Platino Classic India Pvt Ltd
09.2018 - 02.2019
Head of Customer Service
Raam Autobahn India Pvt Ltd
05.2016 - 08.2018
General Manager - Aftersales
Nixynova Motoren Pvt Ltd
06.2011 - 04.2016
Service Manager
Nixynova Motoren Pvt Ltd
05.2010 - 05.2011
Warranty-in-charge
Wattayah Motors LLC
09.2008 - 04.2010
Senior Service Advisor
Wattayah Motors LLC
06.1995 - 08.2008
Diploma of Higher Education - Automobile Engineering
Swami Nityananda Polytechnic
Bachelor of Engineering - Automobile Engineering
Galaxy Institute of Engineering
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