Jun 2023 – Feb 2025 · 1 yr 8 mos

• As a passionate driver of service excellence and digital transformation, I led a nationwide initiative to improve Service Net Promoter Score (NPS), achieving a 20% uplift through innovative process and digital strategies. I spearheaded the design and rollout of a digital customer journey for aftersales, enhancing engagement by 20%. My work integrated Qualtrics, Salesforce CRM, and a custom-built Product Feedback Automation app to streamline the NPS journey, while a Power BI dashboard I developed cut reporting time by 30%. I also revamped the Dealer Management System (DMS) – both portal and app – improving dealer manpower productivity by 15%, and automated the Overall Absorption Ratio metric to boost dealer profitability by 10%. By leading over five cross-functional development projects, I delivered significant process improvements and customer experience enhancements. My efforts were recognized with the prestigious Ace Award for automating spare parts ordering, reducing errors by 40% and growing business by 30%.

Apr 2022 – Jun 2023 · 1 yr 2 mos

• Led customer experience and revenue growth initiatives across the Kumaon and Bareilly hub, managing an 80 lakh revenue center with 6 primary and 45 secondary networks. These efforts contributed to a 10% increase in regional revenue. I played a key role in gathering product performance feedback and ensuring new product readiness, resulting in a 25% reduction in post-launch product issues. As part of a National Pilot Project on Workshop Profitability, I helped drive a 20% increase in profitability across pilot locations. Additionally, I strengthened market presence by interviewing and onboarding 1 primary and 10 secondary dealer channels, expanding the network reach by 12%. My performance was recognized for delivering the highest-ever revenue growth in Q1FY24, surpassing FY23 benchmarks by 18%.

Sep 2021 – Mar 2022 · 6 mos

• Developed a strong foundation in Bajaj Auto’s dealer service processes and the TPM Way of Working. Proactively identified performance gaps across key result areas (KRAs), implemented targeted action plans, and ensured continuous monitoring for sustained improvement. Successfully enhanced service process compliance, leading to a 15% increase in the SPC score at an assigned dealership. Additionally, gained hands-on experience with the Dealer Management System (DMS) and Spares Management System, further strengthening operational efficiency.

Jan 2021 – Jul 2021 · 6 mos · Pune, Maharashtra, India

• Explored the impact of digitalization on customer experience through hands-on involvement in key strategic projects, which led to a PPO offer. Contributed to the development, planning, and successful nationwide roll-out of the Bajaj Care App, designed to enhance customer engagement and service convenience. Additionally, conducted an in-depth study of Net Promoter Score (NPS) in service operations to identify opportunities for improving customer satisfaction and loyalty.

May 2020 – Dec 2020 · 7 mos

• Worked on Structural Analysis
• Software Used: Ansys

Jan 2020 – May 2020 · 4 mos

• Subject Matter Expert (Mechanical Engineering)

May 2019 – Jul 2019 · 2 mos · Chandigarh, Chandigarh, India

• Worked on the project of Wing Folding Mechanism and different other CAE projects related to Automobile and Aerospace.