Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sathishkumar Ganesh

4080 Living Arts Drive, Mississauga,Ontario

Summary

Team-Minded & Result Focused Team Leader: 15 Years in Customer Service and Relationship with 3 Years Diploma - Automotive Engineering.

Agile, adaptable and dedicated Customer Service professional with stellar work history, motivational approach and upbeat nature. 15 Years' experience in the Automotive Customer Service. Specialize in Post Sale Dealership Service Management, Inbound / outbound Call support, non voice processes via Email and Social Care or Online Reputation Management / ORM with high quality, speed and process optimization skill. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses, fueled by a consistent customer first approach.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Dairy/Frozen Associate

Walmart
Mississauga, ON
04.2022 - Current
  • Zoning department
  • Lifting, Carrying and maintaining stocks or products in back room storage while also moving it to shop floor for stocking with hand trucks / pump trucks / pallet jacks
  • Rotating stock and checking for expired products
  • Ensuring merchandise is properly signed and priced
  • Adhering to standards and policies for cold chain compliance, thermometer calibrations, temperature recording, food handling, product rotation, sell-by dates, and expiration dates
  • Adhering to food safety and handling procedures and following sanitation and cleaning procedures
  • Following proper procedures for; Ordering, clearance, markups/markdowns, signing/flagging/pricing/labels
  • Maintaining features
  • Keeping area N.C.O. and free of fixtures, unnecessary debris, foreign objects, and liquids.

Everyday Banking Associate

BMO Financial Group
Mississauga, ON
01.2022 - 03.2022
  • Speaking to customers in high volume, fast paced environment
  • Held meaningful conversations to understand their needs and offered right products or services to meet them
  • Identified and resolved problems on spot to address account inquiries while providing technical and troubleshooting support for Everyday Banking Products

Assistant Manager/Customer Service

TVS Motor Company Ltd.
Bengaluru, Karnataka, India
02.2019 - 05.2021
  • Leading & Management of Grievance Reception and Resolution - Customer Contact Centre (Inbound and Outbound Calls) / Non Voice Support (Email and ORM - Online Reputation Management or Social Care) Operations
  • Defining and enhancing workflows and SOPs for grievance handling process
  • Developing and enhancing grievances / customer complaints handling portal in coordination with vendors and internal IT team
  • Response Management for Social Media and email communications from customers and prospects. Reduced case handling time to 50% by eliminating Non Valued Activities by Integrating Grievance Portal and response Tool for non-voice process
  • Meeting lead time / Turn Around Time target for complaints resolution and improving response time for calls and non voice complaints. Set up exclusive customer support team for Connected vehicles mobile app and achieved 80% closures within 2 days on average
  • Analysis of customer complaints data thereby providing insightful reporting and MIS to management, Sales and Service, Marketing, Research Development and Quality teams for products and Service Quality improvement leading to higher customer satisfaction index

Customer Service Representative

TVS Motor Company Ltd.
Hosur, Tamil Nadu, India
06.2010 - 01.2019
  • Attending to Customers' Inbound and Outbound Calls, Non voice Email / Chat support, Handling Escalations from Customer Contact Centre, Email and Social Care Team, Grievance Resolution - after sales
  • Meeting lead time / TAT targets for resolving customer complaints by effecting follow up and escalation strategies. Achieved 73% closures with less than 2 days Turn Around Time with agility in follow-up mechanism and automated escalations
  • Preparing technical and soft skill complaints related analysis and presenting it to Vice President- Service
  • Registering Product Performance Feedback Reports for critical and sporadic product failures
  • Training Customer Service Agents at call center on soft skills and technical aspects of products

Territory Service Manager

TVS Motor Company Ltd.
Chennai, Tamil Nadu, India
11.2007 - 05.2010
  • Maintain and Improve Service Standards, Service Business Revenue and Customer Satisfaction Index at assigned Dealerships.
  • Improved paid service redemption from 12% to 23% with Job type based Incentives program for Technicians thus improving productivity
  • Improved free service redemption from 63% to 69% through efficient follow up and service / scheduled maintenance reminder systems
  • Improved work shop labor and spare parts revenues average from 90,000 INR to 2,13,000 INR and64,000 INR to 1,47,000 INR respectively with aforesaid actions
  • Improved Service Standards adherence across allotted set of dealerships from 62% to 83%
  • Training Dealer Service Advisors, Service Managers, Technicians and Customer Follow up executives on customer handling skills, service standards adherence, product improvements / modifications, new product launches / features, to keep up to date product knowledge at dealerships and to enhance customer satisfaction

Trainee Engineer

TVS Motor Company Ltd.
Hosur, Tamil Nadu, India
06.2007 - 10.2007
  • Technically trained to diagnose and troubleshoot Internal Combustion Automobile Engines and range of vehicles / motorcycles enabling expertise in same
  • Trained in Process and Field Orientation on Dealership Post sale Service Management, Customer handling skills, Service Revenue Improvement and Customer Satisfaction Index.

Education

Diploma - Automotive Technical Studies

Nachimuthu Polytechnic College
Pollachi, Tamil Nadu, India
04.2007

High School - Academic Studies

Vishwadeepthi Matriculation High School
Pollachi, Tamil Nadu, India
04.2004

Skills

  • Time Management
  • Exceeding Customer Expectations
  • Strong Communication and Interpersonal Skills
  • Computer Proficiency and Microsoft Office
  • Building Customer Relationships and Loyalty
  • Critical Thinking
  • Inquiry Response
  • Customer Interaction
  • Productivity Management
  • Teamwork Skills
  • Reports and Analysis

Certification

Customer service (10+ years) Call center (10+ years) Complaint handling (10+ years) Customer support (10+ years) Microsoft Office (10+ years) Leadership (4 years) Communication skills (10+ years) Customer relationship management (2 years) Help desk (10+ years) Microsoft Excel (10+ years) Live Chat Relationship Management Time management Computer skills Time management (10+ years) Product management

Timeline

Dairy/Frozen Associate

Walmart
04.2022 - Current

Everyday Banking Associate

BMO Financial Group
01.2022 - 03.2022

Assistant Manager/Customer Service

TVS Motor Company Ltd.
02.2019 - 05.2021

Customer Service Representative

TVS Motor Company Ltd.
06.2010 - 01.2019

Territory Service Manager

TVS Motor Company Ltd.
11.2007 - 05.2010

Trainee Engineer

TVS Motor Company Ltd.
06.2007 - 10.2007

Diploma - Automotive Technical Studies

Nachimuthu Polytechnic College

High School - Academic Studies

Vishwadeepthi Matriculation High School

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Sathishkumar Ganesh