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Sougata Sinha Roy
contact: 7894470035, 9674884365 Email: sougata105178@gmail.com
Seeking senior level assignment in automobile aftersales,lubricant sales function with any reputed
organization in India or abroad.
Profile Summary
A seasoned professional with 13 years of experience in automobile on-
> customer delight > customer acquisition and retention > channel profitability analysis
> network expansion > revenue generation through channel > mentoring team
> skill development > experience in diagnostic > benchmarking
> customer experience > channel upgrade > seamless communication
Core Competencies
 Customer service management
 Customer satisfaction and engagement enhancement. Customer experience.
 Analytical interpretation of data from CRM for action
 Coaching of team
 Retail sale of value added services through channel
 Business forecasting
 Negotiations
Organizational experience
since June 2014 as Area Service Manager, Odisha in Tata Motors CVBU: -
Key performance areas
 Increased CSI. (79 to 84 and 91 in 2 FYs)
 KA issue resolved (improved to 22 hrs from 31 hrs avg) and closely monitor Priority first, Tata
Alert, Zippy categories of off-road vehicle.
 post service feedback score (achieved 83.6 over LY 79.4) analysis and act on customer voice.
 Feedback to plant on product performance,improvement, competition benchmarking
 Network expansion 2S (created 4 in FY 16), Mobile workshop (achieved 3 in FY16), container
workshop (installed 9).
 Channel profitability, audit, channel partner score card- training, audit and make way forward.
 Maintain offtake consumption ratio of parts (improved to 86% from 77%), Parts offtake 35.8 Cr,
paid revenue growth 19.8%. Prolife aggregates sale nos grown by 35% over LY.
since Apr 2010- May 2014 as Regional lead for defense business East in Tata Motors
Key performance areas
 Increase CSI of defense customers under both MOD and MHA
 Building channel for parts supply, forward stocking, support in forward locations
 Trials for new vehicle introduction, serviceability trial at SHAA area
 Conducting various engagement activities at forward locations like vehicle checkup, inventory
management training, seminar etc.
 Brand building activity for Tata Motors.
 Working with a cross functional team to portray Tata Motors in diverse geography and
conditions.

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since Mar 2003- Mar 2010 as Customer Support Manager in Siliguri and Guwahati in Tata Motors
Key performance areas
 Improve CSI.
 Customer Complaint resolution.
 Training to Individual Customer/fleet operator/ STU/ Army/ paramilitary Etc.
 Service/fuel saving/emission Campaigns
 Customer Meets/ Seminars.
 Feedback on product performance and aggregate life.
 Feedback on Field trials
 Improve DSI/TSI.
 Training on product & Aggregates
 Service Quality Checks
 Warranty Audits.
 Sustenance of service processes.
Academic details
B.Tech in Mechanical Engineering from NIT Durgapur in 2002 with 74.5% marks
10+2 from Serampore Union Institution with 78.9% marks
10th
from Serampore Union Institution with 85.1% marks
Date of Birth: 21st
April 1979
Languages known: English, Hindi, Bengali, Assamese