Dhruv Chadha
Brampton,Canada
Summary
Experienced retail and service management professional with a proven track record in transforming underperforming operations into profitable and efficient workplaces. Currently serving as an Assistant Service Manager at Subaru Brampton, where I enhance customer satisfaction and streamline service processes. Formerly managed a high-volume team of 120 employees and five managers at No Frills during COVID-19, successfully turning the store from loss to profitability by optimizing operations and retraining management staff. Prior experience includes Store Manager at Dollarama, where I led daily operations, boosted sales, and maintained high standards of customer service. Skilled in team leadership, customer relations, inventory control, and strategic planning, with a commitment to delivering results that align with business objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
Subaru Of Brampton
07.2024 - Current
- Oversaw daily operations in the service department, ensuring high levels of customer satisfaction and efficient workflow.
- Coordinated with service advisors, technicians, and parts department to streamline service processes and reduce vehicle turnaround times.
- Analyzed service metrics and customer feedback to implement process improvements and enhance overall service quality.
- Resolved customer concerns promptly, achieving high customer satisfaction scores and strengthening customer loyalty.
- Assisted in training and mentoring new team members, promoting a customer-first approach and adherence to dealership standards.
- Managed communication with extended warranty providers and the warranty department to expedite claim approvals and ensure prompt service delivery.
- Conducted internal deliveries and delivery inspections, ensuring each vehicle met quality standards before reaching customers.
- Monitored key performance indicators (KPIs) to support achieving department targets and financial goals.
- Managed scheduling, ensuring adequate staffing levels to meet fluctuating service demands.
- Engaged in regular communication with senior management to discuss service performance and suggest operational enhancements.
- Collaborated closely with the Used Car Department Manager, New Car Sales Manager, Sales Manager, and General Manager to coordinate timely vehicle deliveries and ensure smooth interdepartmental communication.
- Acted as a liaison to address customer concerns promptly, working across departments to ensure customer complaints were resolved efficiently and customer satisfaction was prioritized.
- Streamlined processes between service and sales departments, helping to maintain a seamless experience for customers from vehicle purchase through delivery and any follow-up service needs.
Service Advisor
Subaru of Brampton
09.2023 - 07.2024
- Ensured exceptional service and effective communication with Subaru customers
- Demonstrated expertise in Subaru vehicles, aiding accurate diagnosis and explanations
- Efficiently scheduled and coordinated service appointments for timely vehicle maintenance
- Successfully promoted additional services and advised on preventive maintenance
- Maintained accurate customer records using dealership management systems
- Promptly addressed and resolved customer concerns, fostering satisfaction
- Collaborated closely with technicians and other departments for streamlined service
- Met or exceeded sales targets, contributing to overall service department revenue
- Actively participated in ongoing training programs to stay updated on Subaru models
Store Manager
Dollarama L.P.
05.2021 - 07.2023
- Achieved significant sales growth, improving district ranking
- Implemented strategic initiatives, resulting in improved store performance and increased customer satisfaction
- Controlled inventory, managed daily processes, and maintained merchandising standards.
- Managed daily store operations, including staffing, inventory management, and customer service, to meet and exceed sales targets.
- Led a team of 15 employees, overseeing training, scheduling, and performance reviews to maintain high standards of service and productivity.
- Optimized store layout and product displays to enhance the shopping experience and drive impulse purchases.
- Ensured inventory accuracy through regular stock checks, minimizing shrinkage and optimizing product availability.
- Developed and implemented strategies to meet monthly and quarterly sales goals, contributing to overall store profitability.
- Handled customer inquiries and resolved issues to build a positive shopping environment and maintain customer satisfaction.
- Managed cash handling and daily reconciliations, ensuring accurate accounting and reducing discrepancies.
- Maintained a clean, organized, and safe store environment by enforcing company standards and protocols.
Assistant Manager
No Frills
08.2018 - 05.2021
- Ensured full compliance with COVID-19 safety regulations by implementing robust health measures and aligning with Head Office directives to prioritize staff and customer safety.
- Provided hands-on assistance to customers, actively assessing needs, staying updated on consumer preferences, and enhancing the overall shopping experience.
- Streamlined inventory management, introducing strategic product selection to boost customer loyalty while controlling costs and maximizing gross profit.
- Revitalized underperforming departments through targeted strategies and effective execution, directly contributing to store profitability.
- Analyzed sales trends, developed labor and shrink budgets, and maintained inventory accuracy to optimize operational efficiency and reduce costs.
- Collaborated on pilot projects with key stakeholders, fostering productive relationships and contributing to company-wide initiatives.
Web Developer
Develop Tech India
01.2016 - 10.2017
- Architect development
- Developing business, logical model
- Writing HTML-5 & CSS CODE
- Managing a Team of 6 members
- Developing Report
Education
No Degree - Big Data Analytics
Lambton College of Applied Arts And Technology
Sarnia, ON08-2019
Bachelor of Science - Computational Science
GNDU
Amritsar, India05-2017
Skills
- Service planning
- Team building expertise
- Strong leadership
- Productivity monitoring
- Upselling
- Performance reviewing
- Cost Reduction
- Market Research
- Data Analysis
- Cross-functional team leadership
- Time management abilities
- Profit and Loss Management
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Full Professional
Certification
ESET Cyber Security Awareness Training Certificate - ESET North America
Timeline
Assistant Service Manager
Subaru Of Brampton
07.2024 - Current
Service Advisor
Subaru of Brampton
09.2023 - 07.2024
Store Manager
Dollarama L.P.
05.2021 - 07.2023
Assistant Manager
No Frills
08.2018 - 05.2021
Web Developer
Develop Tech India
01.2016 - 10.2017
No Degree - Big Data Analytics
Lambton College of Applied Arts And Technology
Bachelor of Science - Computational Science
GNDU
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