Avinash Bansal

Automotive After-Sales & Dealer Network Operations professional with 9+ years of experience across OEM dealer network support, service operations, bodyshop operations, claims coordination, roadside assistance, customer experience and escalation management. Experienced in dealer KPI governance, workshop productivity, service TAT, service & parts performance, dealer profitability, warranty claims, CSI/SSI, customer retention, dealer audits, performance reviews, OEM stakeholder management and monthly/quarterly business targets. Managed 127+ OEM dealer touchpoints across Tata Motors, MG, Audi, Volkswagen, Škoda, Jaguar Land Rover and Mercedes Benz ecosystems, governed 6,500+ monthly bodyshop cases and trained 450+ dealer personnel.

Sustained 95%+ CSAT achieved 97%+ Addenda Quote adoption and reduced repeat complaints by 30%. Hands-on with Tata Motors Siebel DMS/CRM, SAP, Power BI and advanced Excel.

Customer Support & After-Sales Manager - Smart Fix India Pvt. Ltd. - Addenda

(2023-07 - 2026-09)

• Managed after-sales operations and dealer network performance across 127+ OEM dealer touchpoints across Tata Motors, MG, Audi, Volkswagen, Škoda, Jaguar Land Rover and Mercedes-Benz ecosystems.
• Monitored dealer KPIs, workshop productivity, service TAT, CSI/SSI and operational performance through dashboards, performance reviews and structured follow-up.
• Conducted dealer performance reviews and monthly review meetings, identify performance gaps and coordinate corrective actions with dealer and OEM stakeholders.
• Managed dealer-level escalations directly with OEM stakeholders, ensuring timely resolution, closure governance and mitigation of customer impact.
• Conducted dealer audits and process-compliance reviews; work with Service Advisors, BSMs and BSAs on capability building, process adherence and customer experience.
• Managed service and parts performance, warranty claims, customer/service retention and monthly/quarterly business targets.
• Governed 6,500+ monthly bodyshop cases across claims, estimation, labour, parts, paint and insurance approval workflows while maintaining SLA discipline.
• Sustained 95%+ CSAT through structured escalation handling, RCA, dealer coordination and closure governance.
• Drove 97%+ Addenda Quote adoption across the dealer network, improving estimate quality, approval speed, repair transparency and process consistency.
• Trained 127+ dealer workshops and 450+ bodyshop advisors/managers on digital tools, claims workflow, estimation logic, escalation handling, CSI improvement and customer retention practices.
• Resolved high-impact escalations involving labour disputes, parts and paint validation, delayed insurance approvals, repair concerns and customer dissatisfaction.
• Partnered with dealer workshops, insurance surveyors, OEM stakeholders and internal product/operations teams to improve turnaround time, compliance and service outcomes.
• Reduced repeat complaints by 30% through RCA-led process corrections, dealer coaching and proactive escalation tracking.

Assistant Manager – Operations - XA Group India Pvt. Ltd.

(2022-01 - 2023-07)

• Managed pan-India roadside assistance operations, vehicle towing coordination and bodyshop allocation within defined SLA commitments.
• Improved operational efficiency by 20% and reduced operating cost by 28% through process optimization, case monitoring and vendor coordination.
• Handled crisis operations including flood-related vehicle cases, ensuring rapid coordination among customers, service partners, insurers and internal teams.
• Monitored service performance, escalation pendency and vendor output using operational dashboards and structured follow-up mechanisms.

Senior Operations Coordinator – Roadside Assistance - Roadzen Assistance India Pvt. Ltd.

(2018-06 - 2021-05)

• Managed OEM escalations, customer grievance resolution and time-sensitive roadside/service assistance cases.
• Maintained CSAT benchmarks and SLA adherence through timely case assignment, follow-up and closure governance.
• Conducted RCA for recurring failures and coordinated corrective actions to improve resolution efficiency and service reliability.

Operations Coordinator - AXA Assistance India

(2016-05 - 2018-06)

• Delivered frontline operations support for automotive assistance cases with focus on service quality, turnaround time and customer communication.
• Achieved 95% quality audit scores and maintained 90%+ operational performance ratings through disciplined case handling and process adherence.

MBA - Guru Gobind Singh Indraprastha University (GGSIPU)

BBA - Guru Gobind Singh Indraprastha University (GGSIPU)