Sarojini Kannathasan

• - Lead and oversee the operations of the :-
• Front Liners
• Parts Department
• Warranty Department
• Workshop Operations Department
• Customer Service Department
• - Ensuring efficient workflow and high service standards.
• - Additionally, manage Proton Compliance and perform internal audits (4M)
• - Ensuring adherence to company policies, regulatory requirements, and best practices.
• - Develop and implement strategic planning for budgeting and operational activities on a daily, weekly, monthly, and annual basis, driving efficiency and cost-effectiveness across all departments.
• - Design and execute comprehensive training programs for new staff members, including system-based training and skill development.
• - Partner with external trainers and the Principal to deliver targeted learning opportunities.
• - Focus on fostering a high-performance team through ongoing education and professional development, ensuring staff are equipped with the tools and knowledge needed to excel in their roles.
• - Collaborate with the Body and Paint Department to identify and capitalize on cross-selling opportunities, aiming to increase overall revenue.
• - Lead initiatives to educate team members on product offerings, promoting a customer-centric approach that enhances sales potential and customer satisfaction.
• -Take on ad hoc projects and tasks as needed, demonstrating flexibility and adaptability.
• - Manage these initiatives with a focus on achieving business objectives and contributing to continuous improvement within the organization.
• Achievements
• 1) Achieved and maintained a 5-Star Outlet rating for 9 consecutive months (March 2024 – Present).
• 2) Attained Proton Operational Excellence for 9 consecutive months, ranking within the top 30 nationwide based on key outlet KPIs, including:
• Throughput target
• Revenue target
• System usage, among others
• 3) Ranked in the Top 20 for the Nationwide Customer Satisfaction Index for month November 2024, with a score of 963 out of 1,000

• Workshop and Operations Management
  
  Managed daily, weekly, and monthly intake planning, including appointment scheduling and confirming parts availability.
  
  Created job cards for team handover and tracked vehicle progress through client communication via WhatsApp and calls.
  
  Administrative Duties
  
  Submitted warranty and maintenance contract claims.
  
  Managed daily invoicing for retail and breakdown jobs.
  
  Prepared quotes and coordinated with business owners and operation managers for job approvals, purchase orders, and invoicing.
  
  Pre-Delivery Inspection (PDI) – Trucks & Buses
  
  Coordinated with bodybuilders to ensure timely completion of spray paint jobs and vehicle handovers.
  
  Updated Sales Associates and Sales PICs on the daily progress of pre-delivery inspections.
  
  Introduced a queue system to streamline workshop planning.
  
  Provided assistance and liaised with bodybuilders for breakdown resolutions.
  
  Ad-hoc Body & Paint Project Management
  
  Managed MERIMEN system submissions for accident claims and communicated with clients, insurance adjusters, and insurance companies.
  
  Coordinated with vendors for necessary items (e.g., stickers, number plates) for accident units.
  
  Followed up on insurance approval, submitted supplementary claims for discrepancies, and ensured timely closure of cases with payment.
• Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
• Achievements

Project Manager for the Malaysia Rollout of MAN Service Calculation and Trainer for all four branches in the TTT program.

Led data collection for CXI 2023.

• Developed long-lasting relationships with clients to ensure consistent retention and loyalty.

• Workshop & Operations
• Ensured smooth workshop operations, adhering to guidelines while identifying and implementing improvements as needed.
• Fostered positive, professional relationships with colleagues and customers, maintaining a high level of service.
• Delivered efficient service, resolving challenging situations effectively and exceeding performance goals.
• Identified issues, analyzed information, and provided actionable solutions.
• Complied with all applicable standards, policies, and regulations to ensure a safe working environment.
• Applied strong coordination and planning skills to achieve operational objectives.
• Administrative Support
• Coordinated with departments such as Warranty, Parts, and Claims to resolve data discrepancies and ensure accurate records.
• Monitored vehicle off-road records, warranty submissions, disposals, paybacks, and technical reports.
• Generated and reported on Come Back Job (CBJ) cases and Work In Progress (WIP) status.
• Management & Support
• Collaborated with Marketing and Sales teams on after-sales service and vehicle handover processes.
• Directed and supported emergency assistance for Body and Paint clients, ensuring timely and effective service.
• Compliance & Regulatory
• Ensured compliance with local council licenses, such as business license, JKKP, Bomba, and JAS, alongside tax requirements (SST/GST).
• Managed staff attendance, leave, and discipline in accordance with company policies.
• Complied with Proton’s audit standards and practice 5S methodology for continuous improvement.
• Achievements
• Received multiple awards for excellence in Customer Service Index (CSI) from 2013 until resignation, consistently ranking as a top performer in Northern region.
• Achieved 1st Runner Up position in ICCI (Innovative Creative Circle) program hosted by Proton Edar Sdn Bhd.
• Successfully won a KPDNKK case, proving the client’s negligence through a well-executed process flow

• Workshop & Operations Management
• Ensured smooth workshop operations by adhering to established guidelines while identifying and implementing improvements as needed.
• Fostered and maintained effective and courteous relationships with team members and stakeholders.
• Managed day-to-day operational tasks to ensure efficient service delivery.
• Delivered high-quality service to both prospects and clients, maintaining a strong customer-focused approach.
• Administrative Support
• Coordinated with relevant departments (Warranty, Parts, Claims, etc.) to ensure accurate and up-to-date information, addressing discrepancies as needed.
• Provided leadership and support to the Sales Administration team, ensuring efficient workflow.
• Managed and supported the Parts Assistant, overseeing inventory and parts-related activities.
• Conducted regular audits of company and workshop equipment, ensuring compliance with standards.
• Prepared and submitted detailed reports to management for performance and operational analysis.
• Customer Service Management
• Addressed client concerns at the operational level, escalating complex issues to senior management when necessary.
• Maintained meticulous records of customer inquiries and concerns, ensuring proper documentation and follow-up.
• Ensured strict adherence to Standard Operating Procedures (SOPs) across all customer service activities.
• Achievements
• Led high-value warranty claims, resulting in a 20% increase in company revenue.
• Achieved a customer retention rate exceeding 75%-85%, with a high percentage of clients returning for services.
• Conducted regular reviews of service performance metrics, identifying opportunities for process optimization.

• Workshop and Operation
• -Assist Job controller to control workshop operation
• Customer Service Management
• -Attend to walk in customers or agents in respect of any query related to Policy Servicing and Claims.
• -Respond to enquiries received by all mode of communications and meet customer expectations by providing a professional, accurate and polite response within agreed service standard.
• -Handle all customer's enquiries and complaints.
• Administrative
• -Perform day to day administrative task.
• -Warranty Claim submissions, preparing PWA , Technical Report , Follow up on back orders, Attend trainings, Arranging trainings ( Overall handling of claims for 8 years in KIA - AK LUXURY AUTO)
• -Continuously review and update administrative rules and processes for effective and efficient operations of the sections.
• -Perform daily processing and updating of Policy Servicing requests within the service standard set and ensure that processes are done prudently and in accordance to all regulatory and corporate requirements.
• -Enhancing customers data integrity (updating / adding new information).
• Training & Development
• -Continuously attend/ involve with training for professional and career development.
• -Keep up to date on new or enhance product knowledge in order to maintain high level of quality service to customers.
• Compliance
• -Ensure the company compliance and timely submission of reports.
• Ad hoc: PIC for Body & Paint workshop
• -Fully handle MERIMEN system submissions for accident claims.
• -Liaise with the clients. Insurance adjuster and Insurance company.
• -Liaise with vendors in e.g.: sticker for accident unit, number plate and etc..
• -Follow up approval from insurance company
• -Submit supplementary if required for any discrepancies involved on claims.
• -Follow up until case close and payment received and close the case in system.
• .
• Achievement
• -Certified KIA EXPERT SERVICE ADVISOR online training.
• -Represented AK LUXURY AUTO Sdn Bhd for Regional level Service Advisor Competition.
• -Certified Estimator for Body & Paint Repair