Deepesh Panicker

Work History

Crisis Counsellor

Vandrevala Foundation Helpline

10.2023 - Current

Conducting crisis interventions to respond to clients in crisis, assess immediate needs and provide support and resources.
Reducing crisis intervention needs by proactively monitoring patient progress and adjusting treatment approaches as necessary.
Conducting one-on-one counseling with broad range of clients suffering from various diseases and issues.
Continually updating professional knowledge by attending trainings, and workshops related to advancements in the field of mental health counseling.
Building rapport with diverse client populations, utilizing empathetic listening skills and culturally sensitive therapeutic practices.
Developing goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
Providing referrals to connect clients with other community resources to support mental health and well-being.
Assessing mental health needs to determine nature and extent of clients' emotional, behavioral or mental health issues.
Facilitating group therapy sessions, creating a supportive environment for individuals to share experiences and learn from one another.

Intern

Arpita Foundation

09.2023 - 10.2023

Participated in ongoing professional development opportunities, staying abreast of current research and best practices in mental health counseling.
Collaborated with multidisciplinary teams to provide comprehensive care for clients, strengthening support networks around their mental health journey.
Developed strong rapport with clients through active listening and empathetic communication, fostering trust during the therapeutic process.
Supported clients in identifying personal strengths and resources, enhancing resilience in times of psychological distress.
Stayed current on mental health research to follow new developments and research in mental health field.
Observed and monitored client behavior and responses to treatment.
Completed one-on-one counseling with broad range of clients suffering from various diseases and issues.

Intern

Shiloah Therapy & Learning Centre

07.2023 - 08.2023

Supported the implementation of behavior management plans to promote positive behaviours in the classroom.
Continuously assessed and adapted intervention approaches based on individual student needs, fostering positive behavioural outcomes for all learners.
Offered emotional support to special needs students during challenging situations, fostering resilience and growth mindset.
Facilitated social skills development among special needs students through group activities and role-playing exercises.
Collaborated with other volunteers and educators to create an inclusive classroom environment for all students.
Maintained classroom equipment and work area to promote safe learning environment and meet mandated requirements.
Helped feeding and daily living skills to support physical and emotional well-being.
Observed individuals or groups of students in variety of settings to maintain safe and positive learning environment.

Certified Mercedes Benz Service Advisor

Zawawi Trading Group

01.2013 - 05.2023

Interacting with the customers and ensuring the repairs on their vehicles are carried out and vehicle handover to customer is as per the promised time.
Providing support and assistance to the customer 24/7
Responsible for handling customer queries and ensuring customer satisfaction.
Responsible for achieving qualitative and quantitative targets set by the company
Responsible for constantly providing on-the-job training and monitoring the trainee Service Advisors' performance.
Reporting to Service Manager

Senior Service Consultant

Oman Trading Establishment

11.2011 - 11.2012

Interacting with the customers and ensuring the repairs on the vehicles are carried out and vehicle handover to customer is as per the promised time.
Providing support and assistance to the customer 24/7
Responsible for handling customer queries and ensuring customer satisfaction.
Responsible for achieving revenue targets set by company
Reporting to Service Manager
Evaluated technician performance reports to identify areas for improvement and provide constructive feedback for ongoing professional development.
Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.

Assistant Service Manager

Metro Motors Auto Hangar Division

12.2010 - 09.2011

Monitoring the workshop process as prescribed by Mercedes Benz on a daily basis and analyse on a weekly basis.
Tracking the revenue generation trend over a month and accordingly take appropriate actions to implement it.
Implementation of Mercedes Benz Workshop Process 2010 for standardization of workshop process as specified by Mercedes Benz.
Monitoring CSI quarterly results and initiate actions on improvement of CSI scores.
Visiting atleast 2 dis-satisfied customers in a month as prescribed by Mercedes Benz.
Handling a team of technicians, service advisors, CRE's, drivers and office staff.
Reporting to General Manager.
Performing almost all of the duties of a Works Manager as currently no one has been appointed at our location.
In addition to the above, all the responsibilities performed by myself as a Team Leader.

Team Leader - After Sales

Metro Motors Auto Hangar Division

04.2010 - 12.2010

Monitoring the entire Front Office operations ranging from appointment to vehicle delivery and post service follow up
Responsible for all the Front Office personnel inclusive of Service Advisors, Customer relation executives, drivers and Data entry operators
Interacting with a diversity of our highly esteemed customers (Owners of Mercedes Benz vehicles) and resolving their queries and addressing to their grievances upfront.
Providing On Job Training to the service advisors, customer relation executives about the work process
Co-ordinating with all Dept heads in order to ensure smooth operation of the front office activities.
Responsible for the implementation of the Workshop process 2010 as per guidelines laid down by Mercedes Benz AG and monitoring the same.
Monitoring and keeping a check on the dissatisfied customers' ratio.
Reporting to the General Manager
Performing almost all of the duties of a Works Manager as currently no one has been appointed at our location.

Service Advisor

Auto Hangar India Pvt Ltd

06.2007 - 04.2010

Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
Evaluated technician performance reports to identify areas for improvement and provide constructive feedback for ongoing professional development.
Reduced average repair times by implementing process improvements that enhanced overall operational efficiency within the service department.
Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Developed estimates by costing materials, supplies, and labor.
Maintained high customer satisfaction standards to meet or exceed targets.
Pleasantly greeted customers and asked open-ended questions to better determine needs.
Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
Suggested add-on services that would be helpful to customers and improve bottom line.
Developed process improvements to enhance overall delivery of service.
Handled customer issues with confidence, using complex problem solving to provide effective resolution.

Service Advisor

Lakozy Toyota Pvt Ltd

06.2006 - 06.2007

Reported to the Front Office Managers and joined as a fresher with no prior experience.
Upheld a professional demeanor throughout all interactions with customers and co-workers alike, contributing to a positive work atmosphere.
Prepared detailed repair orders for technicians to follow, minimizing miscommunications and errors during repairs.
Collaborated with team members to identify areas for improvement within the department, implementing effective solutions.
Participated in ongoing training programs, staying up-to-date on industry trends and best practices.
Effectively managed multiple responsibilities simultaneously without compromising attention to detail or quality of work performed.
Ensured proper documentation of all warranty claims, protecting both the dealership''s interests as well as those of the customer.
Conducted thorough follow-up calls with customers post-service, ensuring their satisfaction and addressing any lingering concerns.
Contributed to the growth of the service department by maintaining high levels of customer retention.
Enhanced communication between technicians and customers, ensuring accurate updates on vehicle status.

Summary

Overview

Work History

Crisis Counsellor

Intern

Intern

Certified Mercedes Benz Service Advisor

Senior Service Consultant

Assistant Service Manager

Team Leader - After Sales

Service Advisor

Service Advisor

Education

M.A. Psychology (Counselling Psychology) -

Bachelors of Science in Psychology - undefined

Diploma In Mechanical engineering - undefined

H.S.C. (Science) (10+2) - undefined

SSC (10th Grade) - undefined

Skills

Personal Information

Timeline

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