Resume - Kashyap Patel, Sep 2015

KASHYAP K. PATEL Sharjah, United Arab Emirates +971 50 285 0618 [email protected]

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Career Objective: A dynamic, accomplished and customer oriented automotive industry professional with solid experience in leading automotive workshop operations, customer service initiatives, quality management, and maintenance of a large fleet of LMVs of various brands. Experience entails working with one of the leading taxi services in the Middle East, and reputed automotive dealerships. Recognized for developing excellent business relationships with customers, earning their trust and consistently maintaining high customer satisfaction scores. A team player with solid leadership skills, with ability to guide and mentor high performance teams. Seeking a managerial role with a reputed automobile company and contribute to organizational growth and enhancement by using a blend of managerial and technical skills.

COMPETENCIES

Workshop & Shop-floor Management, Maintenance Operations of Large Fleet, Service Planning Compliance: Standard Operating Procedures, Policies and Norms, Safety Practices Service Contracts, Maintaining Service Standards, Customer Service, Customer Relations ISO 9001:2000, ISO14001, OHSAS 18001 Automotive Diagnostic Tools: Launch X431, Nissan Consult III, SnapOn MODIS, Denso IT2 and Toyota GTS Diagnostic Tools Procurement, Purchase, Inventory Management MIS Generation & Analysis, ERP (JD Edwards, PeopleSoft Enterprise One), MS Office IT Infrastructure Development & Upgrade, Cost Reduction & Control, Hardware Integration (Printers, Scanners etc) Staff Recruitment & Selection, Trainings, Mentoring, Performance Evaluation Supplier Management, Business Development Communication, Negotiation, Problem Solving Skills

PROFESSIONAL EXPERIENCE

ASSISTANT MANAGER - WORKSHOP, FEB 2008 – AUG 2015, ARABIA TAXI LLC (DUBAI, UAE)

Achievements: Maintained a very high workshop operational efficiency and effectiveness that led to 98% fleet utilization, and achieved

maintenance costs as 6% to 8% of total taxi revenue against maximum permissible costs of 10% of total taxi revenue. Prepared and implemented comprehensive Workshop Policy and Procedures Manual and Workflow Charts that served as

reliable references for staff and workshop personnel, and led to standardization of operating procedures in all workshop branches.

Conceptualized, planned and implemented an effective driver training program employing audio visual aids that reduced accident rates dramatically; also brought down accident repair costs. These initiatives benefited the company in the form of reduced insurance premium (which contributes significantly to the fixed cost for fleet operations) since the policy year 2011.

Member of the Committee tasked with taking operational decisions regarding Technical, Administrative, Procurement, IT and Human Resource Management function.

Core Team Member overseeing the implementation of ISO 9001:2000, ISO14001, OHSAS 18001; key aspects being supervised include setting MO, best practices, DOs and DONTs, safety manuals, weekly tool box talks, and maintenance bulleting explanations.

Core team member of the team that oversaw implementation of Integrated Management System (ISO 9001, ISO 14001, OHSAS 18001) in workshops.

Essayed a key role in establishing and making workshops at several locations operational. These included Fleet Workshops at Ajman, Al Ain, Ras Al Khaimah Engine Overhauling Workshop at Al Quoz New service outlet in Sharjah for vehicles of Union Taxi New Body Shop in Qusais Developed and maintained excellent relations with Al Futtaim Motors (Authorized Dealers for Toyota Vehicles in the UAE)

and ensured status of preferred customer for Arabia Taxi LLC. Received excellent support from Al Futtaim Motors regarding sales service, training, campaigns, and access to Toyota Online Parts Ordering System etc.

Ideated, planned and executed several improvement projects that increased the efficiency and productivity of various admin and technical activities and reduced variable costs.

Reduced internet charges by recommending and executing the switchover from prevalent internet plan to a high speed internet connection using fiber optic cable.

Enhanced workshop security by installing 16 channel Digital Video Recording Surveillance systems that facilitated 24x7 local and remote monitoring.

Integrated hardware like printers, and document and image scanners into the network, and reduced hardware and stationery costs.


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Executed a project to implement FOCAL ERP for workshop and inventory management that made data management more efficient and accurate.

Designed and implemented standardized formats for MIS reports for workshops, taxi operations and other business units of Arabia Holdings that improved accuracy and efficiency in operational performance reporting.

Key Responsibilities: Work Shop Operations Oversaw completed operations of the workshop for a large fleet of taxis, managed supervisors and workers, ensured

equipment and machines in the workshop were operational, and compliance with rules and regulations of Roads and Transport Authority (RTA), Dubai and Ajman Public Transport Corporation (APTC), Ajman.

Responsible for creating and implementing daily service plans, assigning responsibilities, supervising vehicle diagnostics and repairs and ensuring total compliance to company policy and procedures in service operations, and also to established service standards.

Directed technicians who analyzed the vehicle, detected faults / inefficiencies in the vehicles’ running, and ensured maintenance was done to match defined standards.

Monitored operations to identify inefficient processes and activities, implemented measures to increase productivity and efficiency across these processes, reduced operational costs, and achieved workshop operations targets.

Established a daily complaint tracking mechanism that triggered quick responses; allocated manpower and planned maintenance and repairs for such cases on a priority basis.

Enforced compliance with quality measures in line with ISO 9001: 2000 system, ensured documentation and records were maintained as per ISO.

Generated MIS on operational performance of workshop, analyzed data and submitted the reports to the top management to enable informed decision making.

Provided reliable support to the Workshop Manager in preparing workshop budgets, handling official correspondence and taking hiring decisions.

Maintenance & Inventory Control Formulated and implemented predictive and preventive maintenance plans, communicated these to the technicians and

supervisors to reduce breakdowns. Employed latest vehicle diagnostic tools like Launch X431, Nissan Consult III, SnapOn MODIS, Denso IT2 and Toyota Global

Tech Stream Diagnostic Scan Tools to detect faults and initiated corrective measures. Oversaw workshop inventory of consumables, fasteners, adhesives and lubricants, monitored stock levels and issued

purchase requisitions when the stock reached replenishment levels, handled routine orders in absentia of Stores Manager; coordinated with spare parts department for obtaining spare parts.

Authorized along with the DGM for ordering of special parts that were not readily available, followed-up with the procurement department till the parts were delivered and oversaw their installation in customer vehicles.

Information Technology Ensured adequate IT and communication infrastructure was in place to support operations, set-up secure data management

systems that made data access efficient. Recommended and installed system and network upgrades, improved system efficiency and resolved any glitches in the IT

hardware / software. As system administrator directly responsible for maintaining the IT systems, curbed unauthorized online down-loads and

web-browsing by exhibiting control over end-user PCs. Designated as sole authority to write off IT equipment and procure a replacement, provided all technical specifications as

well. HR & Administration Evaluated staffing requirements, determined positions to be filled-up, and participated in recruiting and on-boarding of

competent supervisors and workers. Organized and conducted technical training to supervisors and workers to upgrade their skills and enable improved

performance; trainings included Vehicle Diagnostics, Service and Maintenance Procedures, Operational Procedures and Documentation

Oversaw housekeeping and ensured cleanliness in work areas, carried out 5S initiatives and installed safety and security measures.

Maintained an excellent work environment that promoted team work and performance excellence; resolved disputes in a fair and amicable manner.

Coordinated with insurance companies for covering cost of accident repairs, calculated cost estimates before submitting insurance claims, and wrote off vehicles whose repair costs proved to be prohibitive.

Member of the Divisional Committee carried out critical tasks in HR like hiring of personnel, interview assessment, conducting interviews, organizational restructuring, transfer of employees. On the operational side the activities undertaken were technical feasibility study and cost of repair review, changes in modus operandi, testing of new parts, bulk order decisions, and reports regarding conforming parts, consumables, materials.


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SERVICE ADVISOR, MAR 2007 – JUN 2007, AL TAYER MOTORS – SERVICE DIVISION (DUBAI, UAE)

Key Responsibilities: Managed the front desk as Reception Engineer, attended to and answered client queries satisfactorily, and directed specific

queries to appropriate personnel. Provided exceptional services to JLR customers taking care of the minutest detail raised by them, built good rapport and

developed outstanding business relations with customers. Handled escalations tactfully, involved senior managers where needed to facilitate quick resolution, and ensured

outstanding service post complaint registration to maintain a high customer satisfaction index. Monitored delivery of parts put on special order, ensured their receipt on time by following-up with suppliers, and installed

these on customer vehicles. Coordinated with service teams for responding to vehicle breakdown assistance, oversaw recovery and addressed all

concerns raised by customers. Generated sales of pre-owned vehicles, and ensured these vehicles were properly serviced and repaired prior to their sale. Maintained and updated customer database, kept records of Special Concessions / Extended Warranties, and sent timely

service reminders to existing customers. Communicated with customers to provide information regarding new schemes and services that might benefit them,

maintained sound customer relations, gained repeat business, and acquired referral customers.

MANAGING PARTNER, AUG 2006 – FEB 2007, AUTO CARE GARAGE (AJMAN)

Achievements: Enhanced growth and revenue of the company by identifying, communicating with and acquiring individual and corporate

customers in the region. Developed an excellent reputation in the region with auto workshops, customer and suppliers by providing very high levels

of service. Led the relocation of the workshop from Ajman to Sharjah and its subsequent expansion, and grew business rapidly post

relocation.

Key Responsibilities: Developed the business of the company, conducted market analysis to gauge customer preferences and requirements, and

tailored services accordingly. Visited potential customers, explained the company’s value proposition to them, and closed service deals successfully. Entered into partnerships with large auto workshops in the region to provide sub-let repair service to their customers;

ensured high quality service to gain consistent business from auto workshops. Guided the team working on the vehicles to carry out correct automotive diagnosis and trained them on the diagnostic

tools. Managed customer relations through effective communication and consistent interactions, understanding their

requirements clearly and providing solutions. Employed effective retention strategies and provided an excellent work environment for the workers and staff that resulted

in good staff retention record for the company. Undertook various improvement initiatives in operations to shorten the times between a vehicle coming into the garage for

repairs and it’s delivery to customer once repairs were completed. Established and executed procedures for emergency request from customers and enhanced customer satisfaction through

adequate speedy response.

ADMINISTRATOR - HEAVY EQUIPMENT SERVICE, MAR 2003 – JUN 2006, AL SHIRAWI ENTERPRISES LLC (DUBAI, UAE)

Achievements: Earned reputation as a highly trustworthy and efficient employee and was selected among the 7 facsimile administrators

who were authorized to access all the company’s incoming and outgoing facsimiles. Credited with developing and implementing effective work plans for the workshop and 8 mobile workshops after

considering various factors like service requirements, technician skill level, spare parts availability and equipment location. Coordinated with KPMG consultants for the successful implementation of PeopleSoft Enterprise One ERP in the

organization; designated as core user and trained other users on the ERP. Conducted 2 annual ISO 9001: 2000 audits in the company departments to verify compliance with ISO procedures,

identified non-conformance and updated the management accordingly. Drafted customer service contracts, explained all terms and conditions to the customers, resolved any queries and provided

services as per the contractual agreement, and convinced a large number of customers to sign up for the same. Maintained high customer satisfaction scores.

Key Responsibilities:


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Efficiently managed the 24 hour service hotline set-up for customers, by carrying out shift planning and assigning shift-wise help-desk responsibilities to executives.

Coordinated with the workshop team comprising 2 workshop foremen, 16 service engineers and 3 helpers to plan and execute repair and maintenance jobs seamlessly.

Ensured 24x7 services were provided to meet any customer vehicle emergencies or urgent calls for vehicle assistance by coordinating with workshop; rendered efficient and reliable services.

Understood and correctly interpreted the customers’ complaints and conveyed these accurately to the work/shop so that repairs and servicing could be initiated.

Configured Outlook and standardized formats across various documents and reports viz. Service Work Order, Service Quotation, Work Order Parts List Print, Work in Progress Reports, Service Labour Billing Reports, and Service Invoice Print.

Maintained and updated workshop plan board that served as a reliable reference for workers, staff and technicians regarding latest service calls, priority assignments, jobs in progress, critical technical issues etc.

Accurately entered and updated data in the ERP regarding repair / service work orders, service quotations, authorized parts against a given work order, work order status update, service engineer’s field service report, service delivery order, and Failure-Analysis-Remedies section of work

Ensured on-time payment against service invoices, sent payment reminders to customers who were yet to pay for services / repairs to maintain a positive cash flow.

Supervised operations of the mobile workshop and availability of equipment therein; ensured quick responses to service requests from customers.

Previous Assignment: August 2002 – December 2002: Workshop Supervisor, Award Mobiles (Royal Enfield Motorcycle Dealers), India

EDUCATION

Maharashtra State Board of Technical Education, Mumbai, India, Diploma in Automobile Engineering (May 2002), 70.8%

TRAININGS AND CERTIFICATIONS

Fleet Maintenance Training at Nissan Middle East 5 Trainings Sessions at Al Futtaim Automotive Academy Internal Quality Auditor ISO 9001:2000; Certified by KPMG

PERSONAL INFORMATION

Citizenship: Indian Date of Birth: 12/10/1979 Marital Status: Married Driving License: Valid UAE Driver’s License for Light Vehicles with Manual Transmission. Languages: Fluent in English, Hindi, Gujarati; Elementary Arabic Availability to Join: Immediate

Documents

Resume - Kashyap Patel, Sep 2015