DMS
AASTHA SHARMA
Senior Customer Experience Manager Customer Success CRM Dealership Operations
Haldwani
Summary
Guest Experience Manager leading customer experience management across Sales and After-Sales operations, assisting 500+ customers per month by resolving inquiries and providing timely support. Coaches CSI, CRM, and dealership teams to improve customer loyalty, retention, and KPI performance while coordinating seamless handoffs across Sales, Service, Insurance, and Operations. Manages 100–120 employee team through coaching and 56 manufacturer assessments and internal process audits per quarter, and process improvement.
Overview
3
3
Languages
6
6
Certificates
17
17
years of professional experience
Work History
Guest Experience Manager
PAL FORD
03.2018 - Current
- Lead end-to-end Customer Experience across Sales and After-Sales operations.
- Coach dealership teams on Customer Satisfaction Index (CSI), communication skills, and customer handling.
- Improve dealership KPIs through structured coaching, monitoring, and continuous process improvement.
- Lead Customer Relationship Management (CRM) initiatives to improve customer loyalty and retention.
- Manage customer experience for 500+ customers every month.
- Lead and mentor a team of 100+ employees.
- Drive dealership business through Flexi Plans, Roadside Assistance (RSA), Business-to-Business (B2B) initiatives, Repair Orders (RO), Labour Sales, and Parts Sales.
- Coordinate with Sales, Service, Insurance, and Operations teams to deliver a seamless customer journey.
- Conduct employee induction and provide training on Sales and After-Sales processes.
- Prepare MIS reports, presentations, and operational dashboards.
- Maintain confidential business documents and management reports.
- Lead manufacturer assessments and quarterly internal process audits.
- Work with Dealer Management System (DMS), AutoDeal, and Microsoft Excel for reporting and operational management.
- Awarded Best GEM (Guest Experience Manager) for 3 consecutive years in the North Region.
- Managed 500+ customer interactions per month.
- Successfully led a team of 100+ employees.
- Contributed to dealership revenue through Flexi, RSA, B2B, Labour Sales, Parts Sales, and RO generation.
- Supported dealership performance improvement through CSI enhancement, KPI monitoring, and process excellence.
Customer Relationship Manager (CRM)
08.2012 - 02.2018
- Managed the complete Customer Relationship Management function.
- Oversaw customer service operations and customer satisfaction initiatives.
- Coordinated customer complaint resolution and customer retention activities.
- Supported dealership process improvements and customer engagement programs.
Quality Control Manager & Insurance Coordinator
07.2010 - 07.2012
- Managed quality control processes.
- Coordinated insurance-related activities.
- Supported dealership operational efficiency and compliance.
Concierge
09.2009 - 06.2010
- Welcomed customers and ensured a positive dealership experience.
- Assisted customers with service coordination and dealership support.
Education
Bachelor of Commerce (B.Com) -
Kumaun University
Nainital, UttarakhandSkills
Customer experience management
Customer success
Customer relationship management (CRM)
Customer retention
Complaint resolution
Dealership operations
Sales & after-sales operations
KPI monitoring & improvement
Process improvement
Microsoft Excel
Customer journey mapping
Net promoter score analysis
Escalation management
After-sales claim processing
Voice of customer reporting
Vendor coordination
Revenue forecasting
Training facilitation
Software
AUTODEAL
Certification
GEM Induction Training – Mumbai (2018)
Interests
Learning New Technologies,Reading Leadership Books,Traveling & Exploring New Cultures
Timeline
Guest Experience Manager
PAL FORD
03.2018 - Current
Customer Relationship Manager (CRM)
08.2012 - 02.2018
Quality Control Manager & Insurance Coordinator
07.2010 - 07.2012
Concierge
09.2009 - 06.2010
Bachelor of Commerce (B.Com) -
Kumaun University
LANGUAGES
English
Hindi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Key Achievements
Awarded Best GEM (Guest Experience Manager) for 3 consecutive years in the North Region., Managed 500+ customer interactions per month., Successfully led a team of 100+ employees., Contributed to dealership revenue through Flexi, RSA, B2B, Labour Sales, Parts Sales, and RO generation., Supported dealership performance improvement through CSI enhancement, KPI monitoring, and process excellence.
Reading Books,Listening Music,Exploring New City & Food
- Reading Books: Enjoy reading books on personal development, leadership, business, and self-improvement to continuously expand knowledge and skills.(The Secret of leader Ship)
- Listening to Music: Appreciate a variety of music genres as a way to relax, improve focus, and maintain a balanced lifestyle.(Satinter Sartaj,KK Menon,Arijit)
- Exploring New Cities & Food: Enjoy traveling to new places, experiencing different cultures, and trying regional cuisines to broaden perspectives and learn about diverse traditions.
- Interest in Learning New Courses: Passionate about continuously upgrading skills by exploring innovative courses, As Did Happitude Course,Pursuing Graphology
Reading Books,Listening Music,Exploring New City & Food
I enjoy reading books, listening to music, exploring new cities, and trying different foods. These hobbies help me learn new things, relax, experience different cultures, and create memorable experiences.
Reading Books,Listening Music,Exploring New City & Food
- Reading Books: Enjoy reading books on personal development, leadership, business, and self-improvement to continuously expand knowledge and skills.(The Secret of leader Ship)
- Listening to Music: Appreciate a variety of music genres as a way to relax, improve focus, and maintain a balanced lifestyle.(Satinter Sartaj,KK Menon,Arijit)
- Exploring New Cities & Food: Enjoy traveling to new places, experiencing different cultures, and trying regional cuisines to broaden perspectives and learn about diverse traditions.
- Interest in Learning New Courses: Passionate about continuously upgrading skills by exploring innovative courses, As Did Happitude Course,Pursuing Graphology