Ayub Khan

• Manage the end-to-end customer relationship cycle for after-sales operations, handling 40-60 active
customer cases per month to ensure satisfaction and retention.
• Track and resolve NPS detractor cases across Mumbai, Aurangabad, and Kolhapur, ensuring
structured callbacks, escalation handling, and closure validation.
• Designed and implemented a structured NPS reporting framework, resulting in a 30% improvement
in customer response rates and enabling corrective actions that led to a 5% average uplift in NPS
scores.
• Act as a co-ordination point between Parts Managers, Service Engineers, Workshop Heads, and
Warranty teams, reducing repeat complaints and service delays.
• Conduct customer visits and remote interactions to diagnose operational issues, contributing to
improved equipment uptime and service efficiency.
• Prepare daily and weekly MIS reports highlighting complaint trends, root causes, and improvement
actions for management review.
• Support AMC/ASC and warranty communication, educating customers on preventive maintenance
programs to improve adoption and loyalty.
• Identify upselling and genuine parts promotion opportunities and generate warm sales leads from
existing service customers.

• Completed a 45-day technical training program on BharatBenz trucks and buses at Cochin and a 40
day soft skills and sales program across Mumbai, Pune, and Nashik.
• Analyzed 3, 000+ RTO vehicle registrations (2016 vintage) to identify fleet replacement and expansion
opportunities for BharatBenz vehicles.
• Filtered and validated 820 usable customer contacts, building a focused opportunity pipeline across
Satara, Sangli, and Kolhapur regions.
• Conducted 30 outbound prospecting calls per day and 40 field visits, qualifying 30% of prospects as
high-intent opportunities.
• Supported the sales team by coordinating 190 quotations, including technical clarification, pricing
alignment, and follow-ups.
• Tracked 90 PWD awarded infrastructure projects and engaged 37 high-potential contractors,
reducing cold calling by 40% through requirement-based targeting.

• Conducted outbound calling for lead generation and customer outreach as part of B2B/B2C
campaigns.
• Segmented target audiences and supported campaign execution to improve relevance and response.
• Gained hands-on exposure to content-led engagement and follow-up discipline.

• Delivered personalized retail customer service, consistently contributing to monthly sales targets.
• Managed inventory, billing, and in-store promotions while resolving customer concerns.
• Built repeat business through relationship- driven selling and store presentation improvements.