20+ years of leading market measurement and consumer insights business, with experience across industry verticals in India, Middle East and Bangladesh. Experience across sectors such as auto, telecom, opinion polling, consumer durables, finance, Govt/NGO. Passionate about automotive, involved in successful launch of several car brands in India and Middle East. Successfully developed internal policies and procedures resulting in improved efficiencies and high performance on cash metrics. Taken sessions at premier management institutes such as MDI, IMT, Amity Univ. Consultant to a market research start-up and a political research agency. Alumnus of NIT Durgapur & Kurukshetra Univ. Worked with industry bodies in India like Federation of Indian Publishers (FIP), Indian Broadcasting Foundation (IBF) and News Broadcasting Association (NBA).

Key role in Customer Relations Dept at Hyundai Motor India Ltd. Set up processes for customer database management and customer complaints handling. Led CRM initiatives, analysis of data from customer satisfaction surveys, improving processes at dealerships leading to significant improvement in customer satisfaction over the years. Obtained ISO certification within one year.

Worked with clients across categories – automotive, automotive components, agri-machinery, medical equipment, packaging films, hotels, mobile service providers, etc. helped these clients in realigning their processes to enhance customer service based on extensive customer satisfaction measurement research.

Also, worked with these clients to optimize and improve their product and service quality based in customer feedback.

Umesh Kumar Jha