Sachin Dangi

About Sachin Dangi

As CSAT Head at VE Commercial Vehicles Limited, I lead the end-to-end customer satisfaction strategy across sales, service, and product ecosystems, driving measurable improvements in customer experience and business performance. My role focuses on transforming customer feedback into actionable insights through structured post-survey analysis, enabling data-driven decision-making and continuous improvement. I drive key performance metrics including PRS scores, complaint closure within SLA, reduction in complaint reopen cases, etc. and enhancement of dealer service quality. I have successfully designed and executed large-scale engagement initiatives such as CSAT contests, incentive programs, and targeted campaigns that have significantly improved dealer and team performance. Through robust governance frameworks, regular performance reviews, and cross-functional collaboration, I ensure alignment across sales, service, and product teams. Additionally, I lead digital and AI enabled system enhancements to strengthen customer connect, improve issue resolution efficiency, and enable real-time tracking of KPIs. “Alone we can do so little; together we can do so much”

Experience

1. Customer Service Excellence & Satisfaction Manager (Trucks & Buses), Project Manager

   Volvo Eicher Commerical Vehical Limited

   Jun 2023 — Present · Gurugram, IN

   I am a \"Customer first\" guy, leading end-to-end CSAT strategy through data-driven insights, governance, and cross-functional collaboration to enhance customer experience and business performance. Driving overall Customer Satisfaction (CSAT) strategy across sales, service, and product touchpoints. Leading initiatives to improve key KPIs such as PRS scores, complaint closure, SLA adherence, and customer feedback metrics. Designing and executing engagement programs like CSAT contests, incentives, and campaigns to enhance dealer and team performance. Leveraging post-survey analysis to generate actionable insights and drive continuous improvement initiatives. Ensuring data-backed decision making through structured governance, performance reviews, and dashboard tracking. Collaborating cross-functionally with sales, service, product, and dealer networks to improve customer experience. Driving complaint management excellence including reduction in reopen cases, faster resolutions, and improved conversion metrics. Monitoring and improving dealer infrastructure, service quality, and process adherence. Leading digital and system enhancements to strengthen customer connect and issue resolution efficiency. Establishing standardized processes and SLAs for consistent and high-quality service delivery. Conducting regular performance reviews, audits, and governance forums to ensure accountability and progress. Translating customer feedback into strategic initiatives, campaigns, and product/service improvements.

Education

• Indian Institute of Technology, Delhi

  Master's Degree, Design , Department of Applied Mechanics

• Lakshmi Narain College of Technology, Kalchuri Nagar, Raisen Road, Post Klua, Bhopal-462021

  Bachelor of Engineering, Mechanical Engineering