Avinash Roy
Raipur
Summary
Dynamic automotive and customer care leader with over 12 years of experience at Tata Motors and Mahindra & Mahindra, dedicated to enhancing customer experience, dealer profitability, service operations, and network excellence. Proven track record of driving improvements in key performance metrics, including NPS, MTTR, service retention, spares revenue, and dealer satisfaction. Recognized for strong leadership in managing multi-state operations and mentoring high-performing customer care teams to achieve exceptional results. Committed to fostering a culture of excellence that prioritizes customer satisfaction and operational efficiency.
Overview
10
10
years of professional experience
Work History
Area Customer Care Manager – State Head
Tata Motors Passenger Vehicles Ltd
04.2024 - Current
- - Lead Area customer care operations across an entire state and multi-district region
- - Monitor MTTR, open JC, VIN-wise complaints, and customer connectivity
- - Drive service retention, spares revenue growth, AMC & EW penetration
- - Handle critical escalations with dealer principals and ensure RCA closure
- - Lead and mentor a regional team of CCMs and executives
- - Execute HO initiatives related to DMS utilization, process audits, and workshop digitization
- - Improve CAPS/NPS through audits, training, and structured dealer reviews
Customer Care Manager – Ranchi Region
Tata Motors Passenger Vehicles Ltd
06.2019 - 03.2024
- - Managed dealer service KPIs including CSI, PSF, SAR, and profitability
- - Conducted customer visits and feedback loops for service improvement
- - Strengthened manpower capability through structured training programs
- - Supported network expansion and workshop operational readiness
Area Customer Care Manager
Mahindra & Mahindra Automotive Ltd
01.2018 - 05.2019
- - Managed dealer workshops for service quality, warranty, and spare availability
- - Technician engagement programs, and customer connect initiatives
Territory Service Manager
Royal Enfield
01.2016 - 12.2017
- - Maintained SAR above 100% and improved workshop profitability
- - Improved CSI and service market share through customer engagement programs
- - Conducted service camps, technician training, and lost customer recovery
Education
Bachelor of Engineering - Mechanical
Shri Shankaracharya Institute of Professional Management & Technology
Raipur01.2012
CG State Board - higher secondary school exam (12TH)
Beacon School
Korba01.2008
Cg State Board - secondary school exam (10TH)
Beacon School
Korba01.2006
Skills
- Customer care leadership
- CSI
- Efficiency monitoring
- Dealer Profitability
- AMC
- EW Sales
- Spares & Lubricants Growth
- Manpower Training & Capability Building
- Workshop Process Excellence
- Network Expansion
- Customer relations
Languages
English
Hindi
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief. Date : Place : AVINASH ROY
PERSONAL DETAILS
- Date of Birth: 12-11-1989
- Marital: Married
- Language Known: English & Hindi
Timeline
Area Customer Care Manager – State Head
Tata Motors Passenger Vehicles Ltd
04.2024 - Current
Customer Care Manager – Ranchi Region
Tata Motors Passenger Vehicles Ltd
06.2019 - 03.2024
Area Customer Care Manager
Mahindra & Mahindra Automotive Ltd
01.2018 - 05.2019
Territory Service Manager
Royal Enfield
01.2016 - 12.2017
Bachelor of Engineering - Mechanical
Shri Shankaracharya Institute of Professional Management & Technology
CG State Board - higher secondary school exam (12TH)
Beacon School
Cg State Board - secondary school exam (10TH)
Beacon School