Summary
Overview
Work History
Education
Skills
Internship
Awards
Software
Timeline
Generic

Regan Micheal

Service Planning - Customer Complaint Speacialist
Hosur

Summary

Highly skilled professional with over 8 years of experience in handling After sales technical operations in the automobile industry. Proven track record in achieving customer satisfaction and driving business objectives. Knowledgeable and dedicated customer service professional with extensive experience in Automobile industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Seeking a challenging role in after sales operations within an Auto OEM. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience
7
7
years of post-secondary education
4
4
Languages

Work History

Deputy Manager

TVS Motor Company
10.2023 - Current
  • Reviewing and improving Complaint registration process by ORM team and Hotline.Coordinated cross-functional teams to address systemic issues identified from analyzing complaint data patterns effectively.
  • Ensuring ORM queries or grievances are attended within 12 hours. Reduction of Customer Complaints on social media and Negative mentions.
  • Supporting field for process improvement/ resolution by coordinating with Training, Technical and Parts team.
  • Ensuring closure of Complaints by field team along with customer satisfaction on resolution with 48 to 72 hours.
  • Improving and sustaining quality closure of all social media complaints. Streamlined complaint processes for increased efficiency and quicker resolution times.
  • Preparing and driving action plan for reduction of complaints. Implemented and developed customer service training processes.
  • Gemba visits for understanding and analyzing Root Cause.Assisted with complaint gap analyses and risk assessments.
  • Social media listening and improvement on negative and positive mentions. For improvement in Net sentiment Score Enhanced customer satisfaction by diligently addressing and resolving complaints in timely manner.
  • Daily monitoring and driving reduction and closure activity. Maintained, documented and presented progress reports to leaders.
  • Implemented new systems for tracking key performance indicators, resulting in improved decision-making capabilities.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Monitored industry trends to stay informed about emerging concerns that could impact customer satisfaction levels.

Assistant Manager

Hero Motocorp Ltd.
10.2018 - 10.2023
  • Deploying and providing training on aftersales technical processes to the workshop team, enabling them to effectively resolve technical issues and customer complaints with quality and timeliness
  • Guiding and mentoring the dealerships in aftersales technical operations team to achieve the service business objectives
  • Ensure Explanation of technical bulletins and OJT's by Dealer Technical Experts Monitor average TAT for product problems in the field
  • Conducting root cause analysis of product issues and complaints, promptly sharing relevant technical information with the Product Management Team
  • Meeting customers in the event of critical complaints and delivering feasible solutions aligned with their specific demands
  • Initiating, deploying, and monitoring Countermeasures for products complaints in after sales which needs field actions replacements within timely predetermined schedules.

Service Engineer

TAFE Ltd.
08.2015 - 09.2018
  • Recognized for Various Product Failure Root Cause Analysis as best analysis of that period
  • Successful Implementation of Micro-management activities in service marketig
  • Successful Initiatives to improve service business through major repairs - Additional Job Checklist.
  • Implementation of Recon project across Territory as pilot
  • Implementation of AMC Scheme in Territory as pilot project - Successfully driven for 1 Year.

Education

Diploma in Mechanical Engineering -

P.T.Lee Chengalvaraya Naicker Polytechnic College,Vepery, Chennai
01.2009 - 04.2012

B.Tech Mechanical Engineering -

SRM University - Kattankulathur, Kanchipuram
01.2012 - 04.2015

Xth - Secondary Education

Kendriya Vidyalaya
Ashok Nagar, Chennai, India
04.2001 -

Skills

Aftersales Supportundefined

Internship

  • Central Quality : PPM management of vendor - Ashok Leyland, Chennai
  • Quality Control Analysis using QC tools - Tube Products of India Limited, Ambattur

Awards

  • Nakshatra Winner - Top 20 TM - National in SN, Hero Motorcorp Ltd., 11/2022, 03/2023
  • 1st Rank TSM in South Zone under Secondary Network and Nationally Top 20 Rank under Secondary Networks., Hero Motorcorp Ltd., 11/2022, 11/2022
  • Winner of Quality Circle Competition, Hero Motorcorp Ltd., 11/2022, 11/2022
  • National Level Contest on Customer loyalty program promotionBest in South Zone, Hero Motocorp Ltd., 2019, 2020
  • Excellence performance employee award from TAFE Chairman., TAFE, 2016, 2017

Software

Power Bi

Microsoft Office

Grievance Management Software

Pro - E

Google Analystics

Timeline

Deputy Manager

TVS Motor Company
10.2023 - Current

Assistant Manager

Hero Motocorp Ltd.
10.2018 - 10.2023

Service Engineer

TAFE Ltd.
08.2015 - 09.2018

B.Tech Mechanical Engineering -

SRM University - Kattankulathur, Kanchipuram
01.2012 - 04.2015

Diploma in Mechanical Engineering -

P.T.Lee Chengalvaraya Naicker Polytechnic College,Vepery, Chennai
01.2009 - 04.2012

Xth - Secondary Education

Kendriya Vidyalaya
04.2001 -

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Regan MichealService Planning - Customer Complaint Speacialist