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Kaushik Gnanasekaran

Supply Chain & Channel Management Professional

Work experience

Feb 2011May 2014

Manager-Customer Support

TATA MOTORS

India's largest automobile manufacturer with annual revenue of USD 38. 9 billion. World's fifth largest truck manufacturer and fourth largest bus manufacturer. Owns international brands such as Jaguar and Land Rover.

  • Positioned Tata Motors as #1 in ranking of Customer Service Index (JD Power) among several manufacturers by continuously exceeding customer expectations through enablement of channel partners
  • Improved profitability of dealers by increasing business by 27% through Service Marketing Initiatives, Service Level Agreements with fleet operators and innovative lost customer recovery program
  • Expanded Tata Motors Service network through Setting up two world class facilities with a capacity to service additional 20% customers
  • Revamped shop floor process across region by conceptualizing a new workshop management system that transformed productivity and same-day-delivery of vehicles from 40% to 75%
  • Constantly upgraded dealer manpower, infrastructure and processes by conducting DQCTC (Diagnostics, Quality, Cost, Time, Courtesy) and Channel Up gradation audits
  • Managed the Spare Parts supply chain to meet serviceability and dealer inventory reduction
  • Capacity building and learning & development initiatives for more than 1000 dealer employees through assessment, training and certification process
Dec 2008Jul 2010

Territory Service Manager

Maruti Suzuki

Subsidiary of Japanese automobile manufacturer Suzuki, holds market share of 49% of the Indian passenger car market.

  • Led a team of 20 channel partners with more than 1500 employees to deliver on parameters such as Customer Satisfaction Index, Service Inflow Growth, Productivity
  • Positioned region as #1 in customer complaints handling and achieved 35% reduction in complaints by effective implementation of Customer Relationship Management processes
  • Fostered healthy competition among channel partners by introducing monthly ranking system and sharing of best practices through Regional newsletter which boosted overall regional performance
  • Negotiated with channel partners and ran attractive schemes to boost performance, implement service strategies and ensure channel partners' compliance as per defined standards of service
Jun 2008Dec 2008

Graduate Engineer Trainee

Maruti Suzuki
  • Underwent cross functional training across various business divisions of Maruti Suzuki such as Production, Supply Chain, Sales & Marketing, R&D and Finance
  • Gained holistic understanding of automobile business by visiting manufacturing units, vendors, dealers and regional offices all across the country
  • Reduced downtime of assembly line by developing algorithm to schedule movement of tow-truck

Education

Jun 2014Jun 2015

Master of Business Administartion

University of Hong Kong in partnership with London Business School
Aug 2004May 2008

Bachelor of Engineering (Mechanical Engineering)

College of Engineering Guindy, Anna University, India