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1. O EM RUDRAAY NM H YogeshKumar 09415 34 0000 ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ PROFESSIONAL SNAPSHOT Quick learner, proven performer w ith high focus on compliance & integrity, Goal-driven, Service Oriented Professionalw ith 14 years of relevant experience & proven trackin Marketing, Sales, Team, Operation & CRM Management, Sales Planning & Process, Dealer Development & Relationship Management, Corporate Communication, Customer Service, Audit, Customer Retention, Insurance, Lease, Finance, Training and Business Development. Since July 2015 employed as “Asst. General Manager – Sales & Marketing”with “AUDI – Delhi & Gurgaon” handling business of AUDI & PORSCHE Super Luxury Cars & SUV’s in Delhi, Ncr & Uttar Pradesh. TEAM & SALES MANAGEMENT – RETAIL & CORPORATE Area of operation is to leading, supervising & monitoring a team ( 7 + ) managers & responsible for their overallperformance & development. Developing sales strategies and setting challenging sales goals to ensure peak performance. Manage Day Plan & DSR, monitoring team performance, setting sales target w eekly / monthly / quarterly ( Enquiries vs Meeting, Test Drives vs Retail ). Observe KPI of each manager to checkhis activity and productivity on daily / w eekly / monthly basis. Close w atch, interaction and negotiations w ith hot prospects. Manage and observe day to day activity to close the leads in same month. Verification calls on leads to get the feedbackabout manager’s know ledge & skill, Brand, purchase plan & to cover the missing things if any. Review w ith teamto build effective communications & surprise visit w ith managers to checkthe process, quality, know ledge, competitiveness & other things. Compiling & analyzing sales figures monthly & quarterly basis for Appraisal, Promotion and Termination. Inspire, motivate & challenge the sales team and help them w ith all possible solutions to get desired numbers. Focus on new teammember by guiding them & help him / her to understand the company policies, process, workculture and other things. MARKETING, SALES PLANNING & LEAD MANAGEMENT – RETAIL & CORPORATE Focus and actively involve various marketing activities & sources to generate the leads for sales team. Manage events ( sales & after-sales ) along w ith marketing team for business promotion and lead generation. Organize marketing, campaigns, events and manage manpow er accordingly foreffective brand promotion and excellent customer service. Forecasting monthly & quarterly sales volume, target setting ( enquires vs meeting, test drive vs Retail ) for team and Individuals. Designing retail schemes and attractive incentive plans – spot / monthly / quarterly / half yearly / yearly to boost the Sales. Adept at sales planning and execution, new businessdevelopment, competitor analysis, brand promotion for smooth functioning of organization and accountable for the top-line profitability and increased sales grow th. Streamlining of sales, financialaspects and managing policies for individuals, corporate, Bulk, Fleet Clients. Implementing and devising strategies w ith individual/ corporate sector to get desired business volume. Coordination & Interaction w ith Lease Companies, Corporate houses, Bank’s DST Team, DSA and other sources to get the leads for sales team. Equal distribution of Corp. Account in sales team for focused and close follow-ups to avoid any delay communication w ith clients. Monitor enquiries roaster and proper distribution of inquiries fromall sources and ensure quality follow -upsfor better results. Recommended better systemfor handling incoming, running, closed queries w hich significantlyeliminated disruptions and improve HNI Customer service. SALES PROCESS & CRM MANAGEMENT Focus on daily leads to checkmystery shopping / calling to avoid any penalties fromAudi India. Manage COC, LRS parameters, CSS report, Complaint management, Customer’s feedback( pre & post sales ), Action plan to improve CSI / SSI. Observation & Implementation of LRS Parameter w ith allWalk-in, Tele-in & Web Leads to avoid any penalties fromAudiIndia. Implementation 100% Sales Process, pre & post sales follow -ups, customer touch point activities for excellent service, satisfaction and further delight. Evaluate feedback& plan future activities based on the analysis drawn to increase the OverallSatisfaction and Customer Retention Index. Coordination w ith sales, after-sales CRM & oncore team to solve issues and concerns with best possible solutions before deadline. Ensure timely communication w ith Booked Cases and delivery in minimum TAT to manage the Wholesale vs Retail inventory. Analysis, improvement & development of customer touch point activities to ensure customer satisfaction & further delight. CUSTOMER SERVICE – SALES & AFTER-SALES Responsible for demonstrating problem solving skills & solutions for effective service creating win-win situations for clients & organization. Manage pre and post sales follow -ups to ensure excellent service and solve customer concerns if any ( sales & after-sales ). Interaction w ith clients to understand their needs, answ erqueries with best solutions, and try to booked the hot prospects in same month. Co-ordination w ith operation and after-sales teamfor prior booking appointments & timely delivery for key HNI and corporate customers. Managing & developing personalized contact with key HNI and Corporate customers to ensure high level of client satisfaction & Reference Active Involvement in gather feedbackfor touch point activities fromCustomer Satisfaction Survey and direct customer feedback/ Interaction. Implement broad proactive measures tow ards resolution of the complaints and trackthe complaint ratio. Work on open complaints and monitor board process of resolution & trackthe status of actions. CORPORATE COMMUNICATION& DEALER RELATIONSHIP MANAGEMENT Direct Interaction w ith AudiTeam – Sales & After-Sales for alltype of corporate, multicity deals, special approvals, concerns & solutions. Direct communication w ith AudiTeam for any change in retail offer, suggestion / feedbackaccording to current market situation, additional support for particular model in terms of cash or finance discounts Arrangement of cars / particular model allocation fromAudi. Prepare quote for EPCG, Special, CBU, Lease, Corp and diplomatic clients. Act as a dealer representative & single point of contact w ith AUDIINDIA for all Customer issues & concerns ( Sales, After-Sales, CRM ). Effective communicator w ith excellent relationship building, problem solving abilities, flexible & detail oriented attitude. INSURANCE, LEASE & FINANCE MANAGEMENT Focus on in-house insurance; provide best competitive quotes, communication w ith client to mould them for dealer insurance. Provide competitive insurance quotes to clients from different companies w ith maximum benefits to kill the competition. Prepare Lease Quote w ith w ide range of repayment options for corporate & HNI clients. Know ledge of auto loan domain, Expertise in building retail and corp. schemes as per customer needs for varied segments to augment sale. Developing competitive customize finance schemes and offers forRetail/ Corp. Clients for deeper market penetration. Co-ordination w ith dealer finance & bank credit team for quickapproval, solving deviations and ensures timely disbursals. TRAINING & DEVELOPMENT Manage & Trainsales team of 25 + along w ith trainers, answer reallife situations & surprise tests of product, process, demo & Test Drive Technique. Impart Training w ith the help of Audi/ Dealer Trainer, discussing current workissues & devising solutions for enhanced operations. Coordinate and Manage training & development Sessions to improve sales person’s performance, knowledge, skill& etiquette. Design on-Job training and development programw ith the help of dealer and process trainer to develop competitive sales team. Regular Interactive sessions to understand currentmarket situations / challenges and provide best solutions to breakthe sales barrier. 2. AUDIT & OPERATION MANAGEMENT Manage Audit w ith EY team & dealer team before booking & delivery; COC process, file check, finalaccount settlement to avoid any penalties fromAudi. Manage client meet, booking & delivery process, introduction with customer relation, on-core and service teamfor delightful delivery experience. Coordination w ith logistics & PDI team for vehicle status, availability, allocation and tentative delivery timeline. Coordination w ith severaldepartments for hassle-free operation & maintain Audistandard in show roomfor excellent customer service experience. Manage test drives and availability of test drive cars in timely manner to avoid any delay in appointment. Proficient in all aspects of management, w ith understanding of generalmanagement. CAREER ACHIEVEMENTS & AWARDS Mercedes-Benz& Daimler Finance – Certificate of Excellence – 2014, Samsung Galaxy Note 2 – 2013, Apple i-Pod & i-Phone – 2011, Air Conditioner, Handy-Cam, OMEGA Watch & Turkey Trip – 2010, Samsung LCD – Year 2009. Honda Siel Cars – Top Executive ( U. P. ) & In Top 6 ( All over India ) in National Sales Contest – Year 2007. Maruti Suzuki – AllOver India 2nd Rank in Creating Winner Contest – Year 2003. TRAININGS Audi – Induction, Product, Competition, Audi Fascination, Sales and CRM Process. Mercedes-Benz– Induction, Product, CBU, Sales Process, Insurance, Finance / Lease, Team Leader Training. Honda Siel Cars – Induction, Product, CBU, Sales & After-Sales Process. Maruti Suzuki – Induction, Product, Sales Process, Insurance & Finance. PREVIOUS ORGANIZATION’S DETAILS SILVER ARROWS – Auth. Dealer of Mercedes-Benz Cars & SUV in Delhi Ncr ( July 2012 – June 2015 ) Designation:- Team Manager – Sales & Customer RelationAssociate NOTABLE CONTRIBUTION – Announced in 2012, Joinedin July 2012, Instrumental in positioning SILVER ARROWS as a biggest dealer of Mercedes-Benz forming more than 50 % Sales from one show roomin NCR. Spearheads Business set-up, creation & implementation of MB & in-house process-sales & after-sales, customer touch points, service, sales & marketing campaign, market survey and helped organization achieving desired business volume. LaunchedTwo New Showroom in Noida and Ghaziabad with 4S Facility in the span of 3 years with deep planning for an upcoming facility of Dream Cars & AMGin Delhi Marketnextyear ( 2016 ). In 2013 – 2014 & 2014 – 2015 over achieved business volume targets and consistently maintained retail penetration of 25 - 30% every year and Awarded fromMercedes-Benz India as NUMBER ONE SALES PARTNER ( 2013, 2014, 2015 ) with Maximum Retail from Single outlet. Key Person in New ModelLaunch strategies, set targets and driving SILVER ARROWS brand presence in assigned territory. T&T MOTORS LTD– Auth Dealer of Mercedes-Benz Cars & SUV in Delhi Ncr & Rajasthan ( July 2008 – June 2012 ) Designation:- Head of DepartmentUP – Marketing,Sales, After-Sales & Operation NOTABLE CONTRIBUTION – Head of Department – Instrumentalin positioning T&T MOTORS as a biggest and profitable dealer in entire UP and key person in integrating in Sales Planning & Implementation, New Launched strategies, Fascination Events, achieving set targets and driving T&T MOTORS Brand presence in assigned territory. Before my joining the retail penetration w as 8 - 10 units in a year, after joining increased the productivity up-to 4 - 5 unit monthly. Consistently held recognized positions as TOP SALES PERSON for entire tenure of 4 year. Sold 150 Units since July 2008 – June 2012. Successfully handled assigned tasks in assigned area and implemented organization strategies in most compliant manner w ith focus on achieving pre-set targets and augmenting business & got promotion every year. ( Joined as a Sr. Sales Consultant & reachedto level of Head of Department – UP ). CML HOLDINGS – Auth. Dealer of Honda Cars, Bajaj Bikes & Maple Leaf Chain of Hotels in Lucknow & UP ( Nov 2004 – June 2008 ) Designation:- Manager - Marketing, Sales, After-Sales & Operation NOTABLE CONTRIBUTION – Key person in positioning FORTUNE HONDA as a strong dealer and developed the sales & after-sales facility across UP. KTL PRIVATE LTD – Auth. Dealer of Maruti Cars & Chain of RKBK Petrol Pump in Lucknow , UP& India ( Feb 2003 – Oct 2004 ) Designation:- Consultant – Marketing& Sales NOTABLE CONTRIBUTION – Joined as a field sales consultant in Lucknow and establish KTL as a most competitive and biggest retail show roomin UP. ACADEMIC CREDENTIALS Master Degree – MBA – Marketing from Punjab TechnicalUniversity. Lucknow . – Year 2007 Post Graduation – PGDMSM – Marketing & Sales from Board of Technical Education - UP. Lucknow . – Year 2002 Graduation – B. Sc. – Zoology & Chemistry – fromJ.N.P.G. College - Lucknow University. Lucknow. – Year 2000 D. C. A. & D. C. S. E – Diploma in Computer Application and Diploma in Computer Service Engineering. Lucknow . – Year 2000 - 2001 EXTRA CURRICULAR ACTIVITIES State LevelCricket player fromLucknow Cricket Association. Lucknow ProfessionalDancer & Performer fromBanjara Schoolof Dance ( New Delhi ) & Planet Salsa India ( Lucknow ) PERSONAL PROFILE Father's Name : - Late Sri D. L. Srivastava Date of Birth : - 4th August 1982 Marital Status : - Single Hobbies : - Rescue Dogs, Daring & Challenging Tasks, Dance, Driving, Jungle Safari, Traveling, Music, Cricket Present Address : - Kendriya Vihar, Sector 56, Gurgaon - 122001 PROFESSIONAL REFERENCES Mr. Manoj Tripathi – Zonal Sales Manager – Mercedes-Benz India - Mb. : - 098715 78811 Mr. Akesh Pandita – Executive Director – Silver Arrows( Mercedes-Benz ) - Mb : - 081307 90655 Mr. T. V. Thomas – Ex. President – T&T Motors ( Mercedes-Benz ) & Ex. Group Head – Deutsche Group ( BMW, Rolls Royce ) - Mb : - 095827 00969 Mr. Rajeev Khare – Head – After-Sales – Deutsche Group – Rolls Royce, Lamborghini, Aston Martin, Ferrari - Mb : - 099113 32205, 099994 45821 Mr. Updesh Kumar – National Head – Customer Service – Honda Siel Cars India - Mb : - 098187 37802 Mr. Himanshu Mehra – CBU Head - T&T Motors – Mercedes-Benz India - Mb : - 098112 85261 Mr. R. S. Panw ar – Head – Training – Maruti Suzuki India - Mb : - 098734 15999 Date & Place - Yogesh Kumar
