Experience

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  Volkswagen downtown mumbai

  Sept 2013 - Jan 2018

  ☐ Utilized multiple communication channels (phone, SMS, email) to update customers on vehicle repair progress, part arrivals, and delivery times.☐ Provided detailed repair estimates and secured customer approvals, ensuring transparency and satisfaction.☐ Coordinated with OEMs for technical support by raising tickets for customer issues, ensuring timely resolutions.☐ Delivered training sessions for new employees, covering essential service processes, dealer management systems, and relevant portals. Show less

  • Service Advisor

    Dec 2013 - Jan 2018

  • Customer Relations Executive

    Sept 2013 - Dec 2013
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  Ald automotive

  Jan 2018 - Feb 2020

  Technical service engineer

   Conducted technical analyses of customer issues, authorizing timely maintenance and repairs. Managed mechanical and body-paint tasks, handling insurance claims and maintaining service quality. Coordinated services for various vehicle brands across the Western region. Handled customer inquiries with professionalism, ensuring prompt resolution.

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  Accenture

  Feb 2020 - now

  Evaluated warranty claims for automotive components, including powertrain and body paint, using parts catalogues and dealer resources while adhering to OEM guidelines. Maintained quality and service standards in warranty claims processing, meeting service level agreements (SLAs). Developed and implemented business cases to enhance client value and operational efficiency. Delegated and managed warranty-related tasks within the team, ensuring efficient task allocation and execution. Administered complex processes for managing warranty claims, particularly for engine and transmission components, ensuring accuracy and compliance with established protocols. Oversee daily claims allocation, managing team and region-specific processes for timely resolution  Develop and administer product knowledge tests, conducting regular review calls for corrections  Conduct weekly and monthly quality audits to ensure compliance with KPIs  Prepare daily production dashboards and productivity reports to monitor team performance  Identify top and bottom performers, conducting monthly one-on-one sessions with underperformers and creating improvement action plans  Manage leave schedules, oversee daily production activities, and control claim backlogs  Prepare and deliver training programs for new hires and ongoing training, including the creation of training documents (PPTs)  Create and maintain Desktop Procedure (DTP) documents to support process consistency  Share daily meeting minutes (MOMs) from huddles and query calls to ensure clear communication Show less

  • Supply Chain Analyst

    Apr 2024 - now

  • Warranty Analyst

    Feb 2020 - now