John Alappatt

 JOHN ALAPPATT Hand Phone:- Email:- 10-May-2021 Dear Sir/Madam, After carrying the After Sales & Service Project –as Senior Consultant for Sewells MSXI-LTD, to new heights, with the experience of establishing a functional desk for the same, I am looking forward to new challenging opportunities to explore my proven as well as hidden Capabilities. Seeking for a new Atmosphere with greater growth Opportunities in a Developed Business Environment and to work in a team for the Development of the Organization to the Sky limits even from the Green Field Position. I believe, in your Organization I can make use of the Skills, Capabilities and Experience which I possess for the Growth of the Organization to new horizons. Hope to be a member of your working family. Thanking you, Yours Faithfully, (John Alappatt) JOB OBJECTIVE To pursue a Challenging Career in the Field of Service Operation and After Sales Service with Special emphasis on Product, Soft skills and Process Training and aim to be an associate of a Progressive Organization that gives me the scope to update my Knowledge and Skills in accordance with the latest trends and to be a part of a Team that dynamically works towards growth of the Organization and gains Satisfaction thereof. PROFESSIONAL SYNOPSIS Over 11 years of experience in After Sales Service, Business Development, Relationship Management and Manpower and People Management. Currently designated as Senior Consultant–with Sewells MSXI International LTD engaging RECODE Project for Royal Enfield in generation of Additional Business, Dealership Profitability, Process Evaluation, Managing Teams as well as Training Activities. Proficient in assigning service targets, providing necessary assistance and ensuring achievement of the organisational revenue targets in budgeted parameters. Significant experience in overseeing operations for driving business by effective relationship management and delivery of value-added service. Demonstrated skills in team management coupled with excellent organisational ability and Selling Skills. CORE COMPETENCIES Developing and expanding the infrastructure through the network to enhance product reach and achieve business targets. Driving service efforts for attainment of periodical targets with a view to optimize revenue and achieve business excellence. Devising & effectuating competitive business programs/strategies to improve the product awareness and ensure enhanced brand visibility. Helping build a healthy portfolio by closely working with the Marketing and Customer Relations Department. Ensuring maximum customer satisfaction by providing timely clarification and acting as a catalyst for early resolution of customer queries. Reviewing and interpreting the competition after in-depth analysis of market information to fine-tune the marketing strategies. Product Training and Developments of Sales Staff and related staffs with Special Emphasis on Process & Skill Training Evaluation of Service Process at various levels coordinating with related departments across the dealership group Creation and Monitoring of S.O.P on time in accordance with the Customer Satisfaction Index of the Industry and the Dealership Monitoring of the Basic necessities for the Service business as per the MSIL Standards and guidelines ORGANISATIONAL EXPERIENCE March 2019 to Sept 2020 with SEWELLS MSXI as Senior Consultant (Project RECODE Royal Enfield India LTD) Working as After Sales and Service process manager for ROYAL ENFIELD Dealership Management project –RECODE (Royal Enfield Customer Orientated Dealership Experience) Monitoring & ruling dealership management parameters – Business/CSI/Process in state. Responsible for imparting process to Dealer Team, execute the RECODE project & monitor the performance.(CS & BUSINESS aspects )  Indeed to visit each dealership within that city and monitor the implementation level of RECODE PROCESS and related activities Responsible for sustenance of CSS/CSI score and business matrices in owed dealerships Assuring dealerships adhere to SOPs in wake of increased load   Responsible for training Dealer Manpower on the pre-defined Customer satisfaction Process and monitoring the Process Adherence Levels & related KPIs. Have to lead a campaign, also have a holistic view to understand various activities in day to day dealer operation, such as inflow, spares, lubes, mechanical, and need to understand the bottlenecks involved. Review mechanism coaching to all Stake holders –Business, customer satisfaction , customer retention, market share, dealer profitability , process review April 2018 to March 2019 with IFB Industries LTD as Area Service Manager Managing the authorized Sales and Service centres across Thrissur and Palakkad ensuring superior quality of service and skilled work by the effective utilization technicians, supervisors, warranty team and equipment’s and tools. Ensure Customer satisfaction and customer retention through daily analysis of pending complaints. Ensuring service quality through service centre process audit and inventory audit. Effective business generation through branded additives and accessories business. Ensuring 100% jobs are completing at first time visit. Warranty and Extended warranty approval by inspecting the failed part and investigating the cause. Manage the activities of the service centres to meet the company policies and standards. November 2016 to January 2018 till Royal Enfield Company Store as Service Manager. Involved in the lounging and Implementation of new project of Royal Enfield in the name of RECODE (Royal Enfield Customer Oriented Dealership Experience) Proficient at maintaining cordial relationship, ensuring quality and service norms to achieve customer satisfaction Adroit in providing support to Customer thereby resolving their queries and issues Experience in successfully resolving critical problem areas and delivering as per Customer commitments Experience in successfully resolving critical problem areas and delivering as per customer commitments In-depth knowledge of working and dynamics of automobile products with demonstrated abilities in optimizing product performance and efficiencies In-depth knowledge of working and dynamics of automobile products with demonstrated abilities in optimizing product performance and efficiencies Preparing the service backup data for the service marketing, insurance and for the service feedback Functioned as an in-charge of Service Marketing and ensured meeting of monthly volume targets using the available database as well as managed a team to enhance the service penetration by field work February 2010 to November 2016 with Kuttukaran Group (Popular Vehicles and Services Ltd) September 2014 to November 2016 for Vision Honda, Dealership of HCIL as Asst Service Manager. Restructuring the service team which promoted the intra Dealer competition & resulted in the increase of service labour from Rs. 25Lakhs to Rs. 60Lakhs. Introducing new incentive policy for the Field executives and Service marketing team which resulted in increase of service load from 1400 vehicles/month to 1800 vehicles/month. Initiating new plans for the closing of customer complaints within 24 hours of generation which was earlier 36 hours. Efficiently instigated new post service follow-up method and scheduled which enabled to capture the customer complaints at the earliest Profitably negotiated and completed many warranty claims with customers and HCIL. Competently introduced many new value-added services and thus achieved the highest Vass labour of Rs.8 Lakhs per month. Significantly set specific, measurable, attainable and realistic targets to service advisors to increase the profit, CSI, allied service income and accessories sales. Attended monthly meeting with manufacturing and design management teams on top product issues February 2010 to September 2014 with Popular Vehicles and Services Ltd, Cochin Dealership for Maruti Vehicles as Senior Officer- Grade 2. Worked as service Advisor with monthly business targets timely achieved ensuring my customers satisfaction as well. Promoted as warranty in charge (Senior Officer- Grade 1) and achieved a notable achievement by bringing the warranty rejection amount less than Rs.1 lakh (which was more than 4 lakhs then) up to the end of my tenure in the same post. Being a Senior Officer -Grade 2 level overviewed the workshop operations in almost all fields which includes Warranty, Body shop, Training, Revenue, Manpower management, TAT, Workshop productivity etc. and served as a dealership touch point with MSIL and dealer Headquarters. ACADEMIC CREDENTIALS BE in Mechanical Engineering from Jawaharlal Nehru Technological University, June 2008. PERSONAL DETAILS Date of Birth: 24th September 1984 Address Alappatt House Kattoor Thrissur Dist Pin code 680702 Languages Known: English, Malayalam, Tamil and Hindi Gender : Male Marital Status : Married Nationality: Indian I do here by declare that all the details stated above are true and correct to best of my knowledge and belief.