Sankar Munusamy

Achievements:

• Oversee day-to-day service operations, ensuring that vehicle maintenance and repairs are in line with Stellantis' stringent standards.
• Monitor workshop activities to ensure optimal service quality and customer satisfaction.
• Ensure achievement of workshop objectives and targets through regular monitoring of Key Performance Indicators (KPIs).
• Spearheaded the development of an online portal that streamlined appointment scheduling and communication between clients and the service department.
• Streamlined warranty claims handling for faster resolution and improved customer experience.
• Expanded market reach by developing strategic partnerships with complementary businesses in the automotive sector.
• Leveraged data analytics tools to identify inefficiencies within the aftersales process, leading to targeted improvements in key areas.

• Service Operations Management

Supervised service department operations, ensuring the timely repair and maintenance of European and American vehicles.

Monitored day-to-day operations to meet quality standards and customer satisfaction metrics.

• The service center, ensuring profitability by controlling expenses and improving revenue streams.

Implemented strategies to reduce operational costs by optimizing resources and service efficiency.

• Customer Relationship Management

Cultivated strong relationships with key clients to improve customer retention and ensure continued business growth.

Acted as an escalation point for complex customer issues, ensuring quick resolutions and higher satisfaction.

• Employee Leadership & Development

Led a team of 25+ employees, ensuring performance goals were met and conducting training sessions for skill development. Mentored employees to improve their technical skills, performance, and customer service capabilities.

• Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
• Enhanced workplace safety by implementing strict protocols for equipment usage, hazardous material handling, and waste disposal procedures.
• Implemented a preventative maintenance program for all shop equipment, reducing downtime and extending the useful life of critical assets.
• Maintained accurate records of all repairs performed, ensuring proper documentation for warranty claims and future reference for clients.
• Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.

• Improved customer satisfaction by implementing streamlined service processes and staff training programs.
• Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Analyzed service reports to identify areas of improvement.
• Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
• Implemented inventory management systems to reduce costs and increase efficiency in the service department.

• Purchased and oversaw inventory of supplies, tools and equipment.
• Maintained workshop activities in line with budget requirements.
• Collaborated with cross-functional teams to drive continuous improvement in workshop operations.
• Conducted regular performance evaluations, providing constructive feedback to enhance employee performance.
• Collaborated closely with sales and marketing teams to understand customer needs better.