Summary
Overview
Work History
Education
Skills
Software
Languages
Certification
Timeline
Generic
I Pushpanathan

I Pushpanathan

Service Manager
Juru Auto city Penang

Summary

Adept at enhancing customer satisfaction and team performance, my tenure at EDARAN OTOMOBIL NASIONAL BERHAD showcased significant achievements in problem-solving and relationship building. By implementing innovative service strategies and fostering a culture of excellence, I successfully increased revenue and improved operational efficiency, underscoring my commitment to results and customer service excellence.

Overview

23
23
years of professional experience
3
3
Certifications

Work History

Service Manager

EDARAN OTOMOBIL NASIONAL BERHAD
04.2021 - Current
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Analyzed service reports to identify areas of improvement.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.

Service Manager

EDARAN OTOMOBIL NASIONAL
04.2012 - 07.2021
  • Implemented strategies to increase customer service satisfaction ratings.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Monitored service staff performance and provided feedback for improvement.

COLLISION REPAIR ADVISOR

EDARAN OTOMOBIL NASIONAL BERHAD
01.2009
  • Delivered professional customer service through concise explanations of required repairs and associated costs.
  • Provided detailed documentation of all completed work for customer records and warranty purposes when applicable.
  • Improved customer satisfaction by providing timely and accurate estimates for collision repair services.
  • Collaborated with insurance adjusters to ensure proper compensation for necessary repairs, minimizing out-of-pocket expenses for clients.
  • Conducted thorough vehicle assessments to identify all damage areas, ensuring comprehensive repair plans were developed.
  • Followed standard operating procedures to achieve consistent quality of work.

Service Advisor

EDARAN OTOMOBIL NASIONAL BERHAD
01.2005 - 01.2009
  • Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
  • Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
  • Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
  • Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
  • Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
  • Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
  • Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
  • Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.

Technician

EDARAN OTOMOBIL NASIONAL BERHAD
04.2001 - 12.2005
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
  • Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
  • Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
  • Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.
  • Inspected equipment to diagnose operational issues.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.
  • Optimized system performance thorough testing and analysis.
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
  • Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
  • Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.
  • Diagnosed and repaired problems with electrical and mechanical systems.

Education

High School Diploma -

VOKASIONAL SCHOOL
KAMUNTING PERAK
04.2001 -

Skills

Customer Service

Relationship Building

Customer Service Management

Problem-Solving

Software

EXCEL, POWERPOINT

Languages

English, Malay, Tamil
Native language
English
Proficient
C2
Malay
Proficient
C2
Tamil
Intermediate
B1

Certification

Financial Management In The Retail Environment

Timeline

Service Manager

EDARAN OTOMOBIL NASIONAL BERHAD
04.2021 - Current

Impact Of Communication In Your Business

03-2018

Financial Management In The Retail Environment

02-2018

Service Manager

EDARAN OTOMOBIL NASIONAL
04.2012 - 07.2021

Collision certificate-Thatcham Times System (MRC Malaysia)

01-2010

COLLISION REPAIR ADVISOR

EDARAN OTOMOBIL NASIONAL BERHAD
01.2009

Service Advisor

EDARAN OTOMOBIL NASIONAL BERHAD
01.2005 - 01.2009

High School Diploma -

VOKASIONAL SCHOOL
04.2001 -

Technician

EDARAN OTOMOBIL NASIONAL BERHAD
04.2001 - 12.2005

Similar Profiles

CREATE PROFILE
I Pushpanathan Service Manager