APARNA SOJAN
REGINONAL CUSTOMER EXPERIENCE MANAGER
Summary
Dynamic Regional Customer Experience Manager at Tata Motors Ltd, adept at driving digital transformation and enhancing customer journeys. Expert in data analytics and cross-functional collaboration, successfully reduced response times and improved complaint resolution rates. Passionate about training and empowering teams to achieve strategic objectives and elevate customer satisfaction.
Overview
3
3
years of professional experience
4
4
Languages
Work History
Regional Customer Experience Manager
Tata Motors Ltd
07.2022 - Current
- Worked on digital transformation for CX managing it all from planning, vendor evaluation, leading development and implementation
- Collaborated with development team to launch driver training digitization platform to streamline existing driver training process
- Conducted comprehensive trainings for dealerships and workshops to drive adoption and sustained adherence to digital initiatives
- Monitored key CX metrics to identify focus dealerships and recommended action plans to achieve strategic objectives
- Worked on sales complaints management and liaised with regional teams to ensure 80%+ complaints closure within defined TAT
- Executed Smile Driver Initiative within CVBU, recognizing and rewarding customer centric employees on monthly basis
- Reduced response time to customer inquiries by optimizing support channels.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Driving with channel partners for social media listening and analysis.
- Effective coordination with the vendors and aligned the dealers for the implementation of SMS API platform for the entire region.
Education
MBA - Marketing & Finance
Loyola Institute of Business Administration
Chennai, India 04.2001 -
Bachelor of Science - Chemistry
St Mary's College
Thrissur, India 04.2001 -
Skills
- Customer journey mapping
- Cross-functional collaboration
- Data analytics
- Training programs
- Brand Management
- Consumer Insights
- Content creation & management
- Customer experience management
- Process design / reengineering
- Contact center performance
Timeline
Regional Customer Experience Manager
Tata Motors Ltd
07.2022 - Current
MBA - Marketing & Finance
Loyola Institute of Business Administration
04.2001 -
Bachelor of Science - Chemistry
St Mary's College
04.2001 -
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