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Bala Gopal's CV

Bala Gopal Arian,
Masters In Business Administration (MBA)
EA1-03A-5 The Tamarind, Jalan Sentul Indah off Jalan Sentul 51100, Kuala Lumpur
Mobile Number : +6(concealed information)
Email Address : (concealed information)
Age : 43

Summary

Strong management and technical qualifications with track record of 10 years in automotive, banking, and advertising industries. Experience in giving in trainings on soft skills .Result oriented with excellent management skills, particularly in motivating employees, sales building and after-sales services, expense control, cash control, inventory control, and profit performance. Also highly experienced in project management especially in setting up new business units.
Possess analytical mind with ability to quickly assess large volumes of information and well- versed in computer systems and have strong multi-tasking and time management skills. Overall, wide experience in:-
• Sales (increasing revenue and cost cutting)
• Customer services
• In house training on soft skills for supervisors, team leaders, assistant managers and managers.
• Reducing customer complaint initiatives
• Continuous Improvement (Kaizen)
• Setting up Standard Operating Procedures (SOP)
• Inventory Management
• Banking
• Project Management (setting up new branches)
• Proven track record in handling end to end recruitment

Possess strong leadership skills and has been consistently coaching and guiding the team to efficiently and effectively work within the structure and parameters to achieve the given targets. Has high self-confidence, motivation, decisiveness, flexibility, sound business judgments and determination. Very analytical, goal-oriented and has ability to communicate effectively with corporate executives, branch managers and other staff. Certified trainer by Human Resource Department Foundation (HRDF) and thus, has the ability to accomplish management expectation with effective negotiation and presentation skills. Have tutored students in Open University Malaysia for the past 6 years.
Education
UNITEN
Bachelors in Business Administration (Marketing (Hons)

UNITAR
Masters in Business Administration, 2020 CGPA: 3.58 /4.0
Final Project Title: The relationship of work-life balance towards employee’s wellbeing in Klang Valley

Professional Experiences

(1) October 2018 – Present : Volkswagen Passenger Cars Malaysia Sdn Bhd
(VPCM)
Regional Manager
• After Sales Planning and Management
- Developing regional after sales strategy and action plan.
- Define dealers’ after sales and parts target and support dealers to grow their business through planning and organizing accordingly.
- Monitoring dealers’ operational performance; ensure targets are achieved; standardize operational processes.
- Guide dealers to improve their service capabilities and offer the best customer satisfaction.

• Support to improve Customer Experience Management (CEM)
- Increase dealers’ customer satisfaction ranking and support of dealers’ customer satisfaction training/coaching.
- Provide dealers’ customer satisfaction reporting and follow up measures.
- Compile and analyze after-sales survey result.
- Implement customer satisfaction improvement activities to increase customer satisfaction level among dealerships.

• Non-Technical Dealer Qualification Management
- Supervise the implementation of dealer training plan.
- Support the dealers to improve their internal organization and personnel qualification.
- Support the dealers to fully utilize their profit potentials from aftersales and supervise the dealer profitability.

• Dealer Service Management
- Provide service information to the dealerships.
- Organize after sales meetings with the dealer owner and service manager. Build up the mechanism of sharing “best practice” experiences among the regions.
- Conduct program to improve dealers operational management, such as Express Service, Follow-up report, etc.
- Explanation and follow up of Dealers’ AS KPI’s.

• Continuous Improvement of Operational Support Systems
- Plan, organize, implement and coach the usage of Data systems.
- Support and implementation of Nidasu.

• Support on Implementation of Aftersales Marketing Activities and Programs
- Support on implementing marketing activities and programs according to the marketing plan, e.g. seasonal campaign etc.
- Follow up and evaluate the results of service marketing activities related to service actions.

• Management of Dealer Parts Activities
- Dealer stock planning.
- Support with programs to control dealer aging stock
- Monitor dealer ordering pattern
- Work closely with VPCM Parts Team
- Follow up and evaluate the results of service marketing activities related to parts actions.

• Develop & Support new business to increase revenue
- Accident Damage Management (ADM)
- NORA support to Dealers
- Manage Dialogue reception & upselling
- Manage Business projects at Dealer level.

(2) Mac 2013 – October 2018 : Nissan Tan Chong Sdn Bhd

Regional Manager, After Sales (Service Department)
 Direct reporting to General Manager
 Plan the branch manpower, job delegation, maintain customer retention, business plan, business presentations, creating standard operating procedure, handling corporate and non-corporate customers (local and overseas)
 Forecast branch sales and maintain JD power customer satisfaction index (CSI)
 Assist in branch audit and to make sure all the standard operating procedure (SOP) are followed without fail
 Ensure safety is complied and conduct safety presentation to staff and present occupational safety (OSAH) countermeasures to HQ.
 Responsible to give in house training for supervisors, team leaders, assistant managers and Managers on soft skills. Develop training materials and execute training plans.


Achievements:

(i) Setting up new branch in region among established branches Temerloh , Indera mahkota and Kemaman
(ii) Reduces number of complaint cases
(iii) Establishing new process such as Quick appointment system , Q line system and PRO ( Pre repair order)
(iv) Actively organize Service Clinic (Activity to enhance intakes and sales for low volume branches)
(v) Guiding two branches for national Small group improvement – Kaizen ( SGI)


(3) July 2010 – Mac 2013 : UMW Toyota Sdn Bhd – Kuantan, Pahang Manager, After Sales (Service Department)
 Report to Regional Manager
 Plan the branch manpower, job delegation, maintain customer retention, business plan, business presentations, create standard operating procedure, handling corporate and non- corporate customers (local and overseas). Forecast branch sales and maintain JD power customer satisfaction index (CSI).
 Monitor spare parts operation, meet the Toyota Standard Marketing (TSM), assist in branch audit and to make sure all the standard operating procedure (SOP) are followed without fail.
 Ensure safety is complied and do safety presentation staff and present occupational safety (OSAH) countermeasures to HQ.
 Responsible to give in house training for supervisors, team leaders, assistant managers and Managers on soft skills. Develop training materials and execute training plans.

Achievements:

(i) Gold award winner for ‘Big Outlet Category’ (Best Branch) for YR2011
- Achieved Good rating for UMW Corporate Annual Audit
- Achieved customer satisfaction with big improvement in customer satisfaction survey
- Achieve sales turnover MYR15mil (110% vs target)
- Achieve vehicle intake 12,200 units (104% vs target)
- Reduction in number of complaint customer which escalated to HQ
- Achieve TSM kodawari (Mandatory SOP questions and compliances)
- Compliments from customers




(4) May 2008 – July 2010 : UMW Toyota Sdn Bhd – Temerloh, Pahang Manager, After Sales (Service Department)
 Report to Regional Manager.
 Plan the branch manpower, job delegation, maintain customer retention, business plan, business presentations, create standard operating procedure, handling corporate and non- corporate customers (local and overseas). Forecast branch sales and maintain JD power customer satisfaction index (CSI).
 Monitor spare parts operation, meet the Toyota Standard Marketing (TSM), assist in branch audit and to make sure all the standard operating procedure (SOP) are followed without fail.
 Ensure safety is complied and do safety presentation staff and present occupational safety (OSAH) countermeasures to HQ.


Achievements:

(i) 1st Runner-Up award received by Branch for Annual 5S Competition for YR2010
- fulfilled all 5’s questions and maintenance as per SOP

(ii) Top Performance in Warranty for YR2009
- CS Culture facelift – ‘Care’ Category – Best Branch
- Reduction in warranty rejections. Target below 5%
- Achieved good rating in Warranty Audit

(5) May 2006 – May 2008 : UMW Toyota Sdn Bhd – Kuantan, Pahang

Executive, After Sales (Service Department) Report to Manager.
 Monitor unit and sales target.
 Execute plans of the Branch management.
 Planning environmental issues.
 Ensure the staff adheres to the compliance and OSAH.

Achievements:

(i) ‘Best Branch’ award (small category branch) for YR2008
- Customer complain reduction (target 5%)
- Good Customer Satisfaction (CS) remarks from customers
- Achieve turnover and intake above 10% from the given target
- Lesser customer complaint below 5%
- Warranty rejection below 5% (achieved)


(ii) Toyota Customer Care (TCC) Merit Award (MD Award) for YR2007
- Good PR skill with customer and reduction number of customer complaints and received compliments from customers

(iii) Top Performer 2007
- Performed well in terms of reporting paper works
- Customer compliments
- Reduction in customer compliments
- Task Ownership
- Instant action to resolve issues arose
- Achieved turnover 4% above the target
- Achieved units 3% above target
- Perform ad-hoc task to solve customer complaint from other branches


(5) May 2005 – Feb 2006 : RHB Bank, Sungai Way – Subang, Selangor
 Executive, Consumer Sales
• Report to Branch Manager.
• To understand the sales concept in banking world. To provide packages to clients dealing with banking loans. To maintain the relationship with corporate customers. To provide sales and marketing presentation to future customers.

(6) Dec 2004 – Feb 2005 : Galax-C Sound (M) Sdn Bhd, Kuala Lumpur
 Executive, Marketing
• Report to Department Manager.
• To run the advertising department dealing with corporate world providing advertising services

(7) Dec 1999 – Nov 2000 : Bala Agency, Mentakab, Pahang
 Executive, Transport & Marketing (Part-time)
• To administer clerks of works and arrangement of official visits for transport industry.

Language Ability

Proficiency
Language Written Spoken
English 10 10
Malay 10 10
Tamil 10 10

Trainings Attended

• Enhancing Leadership Skills
• Management Problem Solving Skills
• Toyota Standard Marketing (TSM), Evaluation Skills
• Customer Satisfaction Skills
• Toyota Way Foundation
• Environment & EMS Committee Training (ISO 14000)
• A3 Problem Solving Method
• TSM Kodawari Compliance
• Toyota Business Practise
• FCPASS Developing KPI

References
Mr. Padmanathan K Head of Department, Body & Paint – Nissan H/P : +6(concealed information)

Mr. Koo Teck Ong, Former Manager, UMW Toyota Sdn Bhd,
Kuantan, Pahang Darul Makmur. H/P : +6(concealed information)