Prabhjit S Kalsi
Abbotsford,BC
Summary
Seasoned Service Manager bringing 12 years of Automotive Service experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Assistant Service Manager
Abbotsford Nissan
11.2022 - Current
- Ensure high quality service and repairs are provided to customers
- Handle escalated customer concerns
- Ensure processes and standards are followed to ensure customer satisfaction and efficient operations
- Assist the service manager with general service day-to-day operations
- Effectively build relationships with regional representatives
- Work effectively with other department managers to improve performance measures: Improved sales and CSI
- Train and motivate staff to achieve excellent levels of KPIs.
- Trained [Number] less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service
- Implemented strategies to increase customer service satisfaction ratings
Sr. Service Advisor
Tesla
01.2022 - 11.2022
- Communicating with clients over the service app to resolve concerns remotely as much possible
- Assisting in implementing new processes to streamline service process
- Performing road test along with clients & quality checks on completion of work performed
- Communicating for estimates of repairs required
- Achieving customer satisfaction
- Handling escalations for customer concerns.
Service Advisor
BMW & MINI LANGLEY
12.2020 - 12.2021
- Effectively worked and efficiently delivered the services and request of customers
- Effectively handling customer concerns and exceeding expectations leading to better CSI scores
- Built and maintained effective relationships with peers and upper management
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Worked under strict deadlines and responded to service requests and emergency call-outs.
Service Advisor
Audi Langley
08.2019 - 11.2020
- Efficiently exceeding customer expectations
- E-Tron specialist service consultant
- Organizing appointments
- Job distribution and workshop control (total of 8 technicians)
- Delivering as promised to customer within promised times
- Achieving monthly targets with marginal profits
- Delivering positive customer experience and solving their concerns with a positive attitude
- Managing various administrative jobs and efficiently.
Express Lane Service Manager
Crestview Chrysler Dodge Jeep – Regina, Saskatchewan
06.2018 - 07.2019
- Streamlined the process of workflow and build up team resulting in approximately 20% increase in profit goals
- Worked efficiently to increase the mystery shopper scores from 65% to 95% in just 3 months and manage to maintain the score high
- Significant increase in the daily through-put with effective changes on the express lane team and work
- Managed to achieve improved number with 20% increase in the door rate for the express lane
- Achieved 30% more customer satisfaction resulting in customer retention and better business targets
- Successfully educated customer on current offers, products and services offered
- Effectively achieved the mystery shopping results to 100% and maintained it.
Service Advisor (Globally Certified)
Porsche Centre Dubai- Al Nabooda Automobiles LLC
02.2013 - 03.2018
- Increased the daily through-put by changes made in the processes resulting in increased profits by higher customer retention
- Supervised the workshop and quality checks when required to deliver 100% up to customer satisfaction
- Built and maintained effective relationships with peers and upper management
- Exceeded personal sales goals for quarters in a row resulting in successfully exceeding company goals
- 220,000 (approx
- 600,000 AED)
- Cross-trained and provided back-up for other customer service representatives when needed
- Guaranteed positive customer experiences and resolved all customer complaints
- Worked under strict deadlines and responded to service requests and emergency call-outs
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Technician/Body Shop Service Advisor
BMW Ludhiana – Krishna Automobiles Pvt. Ltd
08.2012 - 12.2012
- Accept job order and carry out survey with insurance company and prepare estimate for repairs required
- Managed quality control and maintained high customer satisfaction
- Interpreted manuals and manufacturer instructions to effectively install and troubleshoot devices
- Set up and verify the functionality of safety equipment
- Organized, scheduled and assigned work
- Demonstrate excellent mechanical knowledge of machines and tools, use, repair and maintenance.
Production Engineer
Maruti Suzuki India Limited – Gurugram Production Supervisor
01.2012 - 07.2012
- Projects handled at the production /assembly line: Process Mapping
- Improving Line Efficiency
- Line Balancing.
Trainee Technician, Service Advisor & JC
Radiant Toyota – Ludhiana, Punjab
06.2010 - 12.2010
- Customer Service / Technical Operations
- Quick service operations
- Job acceptance, execution and final quality check and delivery.
Education
Bachelor of Technology: Automobile Engineering -
Ludhiana College of Engineering and Technology
Ludhiana, Punjab07.2012
Skills
- Effective administrative and management capabilities
- Strong attention to detail and strong organization skills
- Able to work under minimal supervision
- Self-efficient, organized, dependable
- Excellent communication skills, both written and verbal
- Worked on different DMS software (Auto-line, CDK, PBS & VIBS)
- Having basic knowledge of Auto CAD (2D & 3D)
- Knowledge of Solid Works 3D Design Software and computer proficiency
- Operation Monitoring
- Service planning
- Team building expertise
- Estimating and Quoting
- Work Planning and Prioritization
- Rapport Building
- Upselling
Accomplishments
- Earned “Service Advisor of the Month” for two consecutive quarters in 2014 & 2016.
- Service Excellence training – by Porsche Middle East & Africa FZE & Ritz Carlton, Dubai
- Service Advisor Globally Certified - Porsche Middle East & Africa FZE, Dubai
- Aftersales Excellence - Basic1 , 2 & Advanced - Porsche Middle East & Africa FZE, Dubai
Timeline
Assistant Service Manager
Abbotsford Nissan
11.2022 - Current
Sr. Service Advisor
Tesla
01.2022 - 11.2022
Service Advisor
BMW & MINI LANGLEY
12.2020 - 12.2021
Service Advisor
Audi Langley
08.2019 - 11.2020
Express Lane Service Manager
Crestview Chrysler Dodge Jeep – Regina, Saskatchewan
06.2018 - 07.2019
Service Advisor (Globally Certified)
Porsche Centre Dubai- Al Nabooda Automobiles LLC
02.2013 - 03.2018
Technician/Body Shop Service Advisor
BMW Ludhiana – Krishna Automobiles Pvt. Ltd
08.2012 - 12.2012
Production Engineer
Maruti Suzuki India Limited – Gurugram Production Supervisor
01.2012 - 07.2012
Trainee Technician, Service Advisor & JC
Radiant Toyota – Ludhiana, Punjab
06.2010 - 12.2010
Bachelor of Technology: Automobile Engineering -
Ludhiana College of Engineering and Technology
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