Velmurugan Subramanian

Experience

• 

  TVS Motor Company

  Sept 2012 - now

  Accountable for improving All India Service NPS through the implementation of diverse process, system, and digital strategies aimed at enhancing Customer Experience. Developing strategic plans for system/process optimization within field teams to drive superior customer experiences. Working as a Customer Satisfaction Specialist for more than 10 years and accountable for the All India Customer Satisfaction Improvement & NPS Score. Handling the Multiple Vendors for the Process & Behavioral changes at Dealerships. Specialist at Customer Research and Customer satisfaction improvement. Strategic Planning of Customer Satisfaction Diagnosis and Prognosis. Vast experience in Call Centre Management. Part of Strategy planning Team for achieving the No.1 in Customer Satisfaction by JDP 4th Time in a Row. Developed the Service Advisor Training Module for Service initiation and Delivery process important at 2W TVS workshops Tested, Evaluated 600+ MRTB machine across the TVS M network and helped to change in the customer's Perception on Mileage complaints Brought the Productivity improvement at Call centre from 30000 to 42000 samples with Quality improvement. Testing, Evaluating and Horizontal deployment of Semi Automatic Washing Machine to 300+ Dealerships Setting Up and Handled the CRM based call centre for Customer Satisfaction and NPS measurement. Responsible for the Call centre Operations with Quality and Quantity

  • Manager - Service Planning

    Apr 2024 - now

  • Deputy Manager - CSI (Service Planning)

    Jan 2022 - Apr 2024

  • Assistant Manager - CSI (Service Planning)

    Nov 2020 - Dec 2021

  • Senior Executive - CSI (Service Planning)

    Apr 2018 - Nov 2020

  • Executive - CSI (Service Planning)

    Sept 2015 - Apr 2018

  • Junior Executive - CSI (Service Planning)

    Sept 2014 - Sept 2015

  • Diploma Holder Trainee - CSI (Service Planning)

    Sept 2012 - Sept 2014