PRADYUT TIWARI
Agricultural Engineering
Patna
Summary
Proven leader in customer care management at Mahindra & Mahindra-Swaraj Division, I excelled in enhancing customer retention and satisfaction through innovative support strategies and effective team management. Skilled in leveraging data analytics for insights and mentoring staff, I significantly improved service standards and team productivity, fostering strong client relationships and driving repeat business.
Overview
16
16
years of professional experience
1
1
Language
Work History
State Customer Care Manager
Mahindra & Mahindra- Swaraj Division
Patna
08.2016 - Current
- Created customer support strategies to increase customer retention.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem solving.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
- Established positive relationships with clients, leading to increased customer loyalty and retention.
- Leveraged data analytics tools for insights on customer feedback trends, refining best practices accordingly.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Analyzed performance metrics, identifying areas of improvement and implementing necessary changes.
- Streamlined communication channels for improved client interactions and faster issue resolution.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
- Developed comprehensive training programs to increase team efficiency and productivity.
- Worked with providers to define quality metrics and outcome reporting process.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed senior-level personnel working in marketing and sales capacities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Sr Service Engineer
TRACTOR AND FARM EQUIPMENT LTD. CHENNAI (TN)
08.2014 - 08.2016
- Achieved customer satisfaction with timely resolution of technical issues and clear communication.
- Established strong relationships with clients by providing exceptional service, leading to repeat business and referrals.
- Visited customer locations to assess equipment functioning and develop repair plans.
- Scheduled and implemented maintenance activities for equipment.
District Coordinator
Finolex Plasson Industries Ltd
Hyderabad
07.2009 - 07.2011
Education
National Inter College
Gorakhpur, IndiaNo Degree - Executive Program in “GLOBAL BISINESS MANAGEMENT”
INDIAN INSTITUTES OF MANAGEMENT (IIM-C)
Kolkata, India 04.2001 -
Bachelor of Science - Agricultural Engineering
Narendra Dev University of Agriculture & Engineer
Faizabad, India 04.2001 -
Bachelor of Science - Agricultural Engineering
Ac.Narendra Dev University of Agriculture Engineer
Faridabad, India 04.2001 -
High School Diploma -
Rastriya Inter College Gorakhpur
UTTER PRADESH ,Gorakhupur 04.2001 -
Skills
Brand representation
Staff mentoring
Team management
Customer relations
Sales support
Training programs
Team building
Delegation and supervision
Training and mentoring
Timeline
State Customer Care Manager
Mahindra & Mahindra- Swaraj Division
08.2016 - Current
Sr Service Engineer
TRACTOR AND FARM EQUIPMENT LTD. CHENNAI (TN)
08.2014 - 08.2016
District Coordinator
Finolex Plasson Industries Ltd
07.2009 - 07.2011
No Degree - Executive Program in “GLOBAL BISINESS MANAGEMENT”
INDIAN INSTITUTES OF MANAGEMENT (IIM-C)
04.2001 -
Bachelor of Science - Agricultural Engineering
Narendra Dev University of Agriculture & Engineer
04.2001 -
Bachelor of Science - Agricultural Engineering
Ac.Narendra Dev University of Agriculture Engineer
04.2001 -
High School Diploma -
Rastriya Inter College Gorakhpur
04.2001 -
National Inter College
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