Gaurav Sharma

Experience

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  International Cars & Motors Pvt Limited (Sonalika Group)

  Dec 2003 - Apr 2006

  Customer Service Officer

  • Handled service operations from basic in this green field project.• Participated in market intelligence activities to capture customer voice in Punjab and Haryana. • Worked as team member in developing owner’s manual for the product.• Setting up initial ICML Dealerships workshop network in Punjab, Haryana, & Himachal.• 13 dealer’s workshops developed for Launch of ICML MUV Rhino.• Finalizing the vendors for workshop equipment’s and laisioning with R&D department for Special tools development for the new product. Show less

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  Mahindra & Mahindra

  May 2006 - Dec 2007

  Assistant Manager-Network Development

  • Setting up/ revamping dealer channel in North & East for launch of Mahindra Logan. Total of 11 dealers revamped as per company guide lines for the launch of Logan in 2006-07.• Dealership Facility Manual Development for M&M Automotive Sector in coordination with the company architect & DGM – Dealer Development. • Handholding the dealers in coordination with AO sales and service team from LOI to COB stage.• Coordination of manpower recruitment activities & training at the newly appointed dealerships. Show less

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  Tata Motors

  Oct 2009 - Sept 2012

  Exceed team leader –Service process implementation • Astutely managed a team of 2 Exceed managers and looked after development & execution of After sales process development & uniform Consumer Experience • Have been chosen as Exceed team leader to improve the service process’s & hence to strengthen the distribution network within the region.• Successfully implemented the exceed Initiatives in 10 Phase III dealerships• Helped channel partners to achieve CSI score of 895 In Chandigarh tricity and 877 in Ludhiana City in syndicate 2012. • Worked very closely with CSM team to organize, participate in Customer Contact Programs to improve CSI. Show less • Service inflow growth of 18% achieved for year 2009-10 & 16% growth in 2010-11. • Have been able to establish significant growth in Service retention Packages like Tata Motors Insurance, EW, Annual Maintenance Contracts with in the region.• Achieved 130% growth in royalty income for 2010-11.Total royalty for the region 2.71 Cr.• Achieved 61% penetration in NANO- Secure Extended Warranty product launched with Nano.• Region awarded as best region in Tata motors insurance penetration for the year 2009-10, Growth of 26% achieved in TMI for the year 2010-11.• Has been contributed in formulating and development of comprehensive maintenance plan (value care) for TML vehicles.• Organised customer retention camps (Winter, summer, monsoon Camps) and monitored results for revenue and retention enhancement. • In addition to 3S dealer Service network Expansion, 34 NANO Service centres appointed in Western Region as part of Network Expansion drive before the launch of NANO in the Year 2008-09 from LOI to COB Stage. • Implementing Promotional activity in PDCA Cycle for increasing workshop inflow and capacity utilization. Show less

  • Process Team Leader(EXCEED Project)

    Oct 2011 - Sept 2012

  • Manager -Service Marketing and Network Planning

    Oct 2009 - Sept 2011
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  Tata Motors Limited

  Dec 2012 - Nov 2016

  State Head- Service

  • Delhi NCR State head for After Sales Service Passenger Cars.• State handles 15,000 Job cards/RO per month ( Monthly Service Volume )• Responsible for Delhi NCR,States for Complete After Sales Service. Includes Spare parts performance, Warranty, CSI, Network, Manpower, Service Marketing, Product complaints,resolving Customer complaints•Handling a team of 7 Customer Support Managers and Regional Training Center Operations.

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  Hyundai Motor India Ltd.

  Dec 2016 - now

  • Head of Department - Service Planning and Network

    Apr 2024 - now

  • Regional Service Manager

    Dec 2016 - Apr 2024