NERAIN NADARAJAN
Masai,01
Summary
Proven leader in aftersales management, notably with Ducati Brunei, where I spearheaded initiatives that significantly elevated brand recognition and customer engagement. Expert in service process optimization and staff training, I excel in fostering teamwork and collaboration. Achievements include boosting operational efficiency and enhancing customer satisfaction, underpinned by strong technical knowledge and a positive attitude. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. 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. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
11
11
years of professional experience
Work History
Aftersales Manager
Suzuki Motorcycle Singapore
2023.10 - Current
- Identified upsell opportunities through regular analysis of customer feedback and purchase data.
- Established clear performance metrics to monitor staff progress and identify areas for improvement.
- Reduced costs by negotiating better contracts with vendors and optimizing inventory management.
- Fostered a culture of continuous improvement through open communication channels that encouraged feedback from all team members.
- Collaborated with sales teams to ensure seamless handover of customers from pre-sales to aftersales support.
- Developed strong relationships with suppliers, ensuring prompt parts availability and minimizing delays.
- Leveraged data analytics tools to identify inefficiencies within the aftersales process, leading to targeted improvements in key areas.
- Spearheaded the development of an online portal that streamlined appointment scheduling and communication between clients and the service department.
- Increased revenue by offering tailored aftersales packages based on individual customer needs.
- Optimized resource allocation by closely monitoring workload distribution among technicians, reducing bottlenecks and wait times for customers.
- Maintained high standards of quality control by regularly reviewing repair procedures and technician certifications.
- Guided the implementation of new software systems designed to streamline internal processes, resulting in reduced overhead costs and increased efficiency across departments.
- Ensured compliance with all relevant regulations, maintaining up-to-date knowledge of industry best practices for safety and environmental stewardship.
- Streamlined warranty claims handling for faster resolution and improved customer experience.
- Enhanced customer satisfaction by implementing efficient aftersales processes and timely followups.
- Improved team productivity by providing regular training on products, services, and industry trends.
- Boosted employee retention by fostering a supportive work environment that rewarded hard work and dedication.
Aftersales Senior Executive & Technical Lead
Ducati Brunei
2022.06 - 2023.09
- Negotiated favorable contract terms with vendors, leading to significant cost savings while maintaining product quality and timely delivery.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
- Reduced personnel costs by restructuring the management hierarchy to eliminate redundancies and promote cross-functional collaboration.
- Maximized revenue potential through diligent market analysis and identification of growth opportunities in emerging markets.
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Developed high-performing teams by recruiting top talent and fostering an environment conducive to professional development and personal growth.
- Formulated long-term strategic plans that drove sustained growth in revenue, profitability, and shareholder value.
- Implemented comprehensive risk management strategies to protect the organization from unforeseen financial pitfalls.
- Negotiated high-value contracts with new clients, substantially increasing revenue.
- Optimized supply chain operations, ensuring seamless product availability and customer satisfaction.
- Streamlined customer service protocols, significantly improving response times and customer satisfaction ratings.
- Implemented innovative marketing strategies that significantly elevated brand recognition and customer engagement.
Lead Technician & Workshop Manager
Stunning Bike & Vespa Kota Kinabalu
2021.05 - 2022.06
- Tested components and systems to evaluate performance and identify concerns.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Mentored junior technicians, fostering a collaborative work environment that encouraged skill development and knowledge sharing.
- Increased customer satisfaction, ensuring timely resolution of service requests through effective communication and problem-solving skills.
- Implemented, configured, and optimized safety standards.
- Conducted quality inspections of completed work, ensuring compliance with established standards and specifications.
- Optimized workflow for enhanced productivity by streamlining processes and providing technical guidance to team members.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Improved equipment efficiency by conducting regular maintenance and implementing upgrades.
- Reduced equipment downtime, proactively identifying potential failures and implementing preventive measures.
- Recognized as a top performer among peers due to outstanding productivity levels and commitment to excellence.
- Documented procedures for complex tasks, enabling efficient knowledge transfer between team members.
- Enhanced system reliability with thorough troubleshooting and root cause analysis of technical issues.
- Adhered to established policies and standards to safely complete projects.
- Managed projects from conception to completion, ensuring on-time delivery while staying within budget constraints.
Service Executive
Harley Davidson Singapore
2019.01 - 2021.04
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Leveraged industry knowledge to anticipate potential challenges and proactively address them before they impacted clients or business operations.
- Streamlined service processes for improved efficiency and reduced response times.
- Conducted regular competitor analysis to stay informed of industry trends, enabling the company to remain ahead of the curve in service offerings.
- Promoted a culture of continuous learning by encouraging team members to develop their skills through professional development opportunities such as workshops and seminars.
- Introduced improvements in workflow management systems that led to more efficient task prioritization and resource allocation across teams.
- Spearheaded initiatives to improve internal communication between departments, enhancing overall operational effectiveness.
- Managed challenging client situations with professionalism, resolving issues and maintaining positive relationships.
- Aligned department goals with organization-wide objectives, driving strategic initiatives forward while maintaining exceptional levels of customer satisfaction.
- Collaborated with cross-functional teams to ensure seamless service delivery to clients.
- Coordinated resources efficiently during high-volume periods, ensuring timely completion of all tasks without compromising quality.
- Mentored new hires on company policies and procedures, ensuring quick integration into the team environment.
Master Technician / After Sales Manager
Ducati Mandalay/ Volkswagen Mandalay
2017.06 - 2019.12
- Enhanced team efficiency by assisting coworkers with complex tasks and sharing technical knowledge.
- Developed expertise in specialized areas such as hybrid technology or diesel engines, expanding the range of services offered to customers.
- Contributed to cost savings by recommending alternative repair solutions when appropriate, without compromising quality or safety standards.
- Promoted a positive work culture through displaying strong teamwork skills, maintaining open communication channels, and addressing conflicts promptly.
- Stayed abreast of industry advancements by participating in ongoing training programs and obtaining relevant certifications.
- Maintained a safe working environment by adhering to company safety protocols and industry best practices.
- Mitigated potential future issues by performing preventative maintenance tasks according to established schedules and guidelines.
- Delivered top-notch customer service by efficiently diagnosing vehicle problems and clearly explaining repair options to clients.
- Increased customer satisfaction through providing timely and accurate repairs, maintaining a high standard of workmanship.
- Ensured smooth shop operations by managing inventory, ordering parts as needed, and maintaining tools in optimal condition.
Service Technician / Service Advisor/Technical Exe
Ducati Singapore
2013.10 - 2017.06
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
- Explained diagnostic findings to customers and outlined repair or service options.
- Inspected equipment to diagnose operational issues.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
Education
No Degree - Level 3 Diploma in Engineering
OTHM UK
Online08.2022
No Degree - Level 3 Diploma in Business Management
ATHE UK
Online07.2021
No Degree - Diploma in Automotive Technology
The Otomotif College
Malaysia12.2012
No Degree - Advanced Diploma In Vehicle Repair And Maintenance
City & Guilds UK
Malaysia12.2012
Skills
- Technical knowledge
- Staff Training and Development
- Customer Retention Strategies
- Sales strategy development
- Warranty Administration
- Service process optimization
- Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Problem-solving abilities
- Time Management
- Multitasking
Timeline
Aftersales Manager
Suzuki Motorcycle Singapore
2023.10 - Current
Aftersales Senior Executive & Technical Lead
Ducati Brunei
2022.06 - 2023.09
Lead Technician & Workshop Manager
Stunning Bike & Vespa Kota Kinabalu
2021.05 - 2022.06
Service Executive
Harley Davidson Singapore
2019.01 - 2021.04
Master Technician / After Sales Manager
Ducati Mandalay/ Volkswagen Mandalay
2017.06 - 2019.12
Service Technician / Service Advisor/Technical Exe
Ducati Singapore
2013.10 - 2017.06
No Degree - Level 3 Diploma in Engineering
OTHM UK
No Degree - Level 3 Diploma in Business Management
ATHE UK
No Degree - Diploma in Automotive Technology
The Otomotif College
No Degree - Advanced Diploma In Vehicle Repair And Maintenance
City & Guilds UK
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