BALRAJ KOUR

JAMMU

Summary

Dynamic Customer Experience Manager with a proven track record at AUDI JAMMU, excelling in complaint resolution and feedback management. Skilled in converting inquiries into sales opportunities while fostering strong customer relationships. Adept at utilizing CRM systems and enhancing service delivery through process improvements, ensuring high customer satisfaction and loyalty.

Overview

years of professional experience

Work History

Customer Experience Manager

AUDI JAMMU

Jammu

02.2024 - Current

Resolved customer complaints efficiently and professionally.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Managed customer feedback to enhance service delivery quality and address customer needs.
Assisted customers with inquiries regarding vehicle features and services.
Provided detailed product information to enhance customer experience.
Developed positive relationships with customers through friendly interactions.
Conducted follow-up calls with customers post-issue resolution to ensure satisfaction and gather insights.
Gathered customer feedback through surveys and analyzed data to refine customer service strategies.
Trained new staff on customer service protocols and procedures.
Collaborated with sales team to support promotional events and activities.
Answered customer inquiries and provided accurate information regarding products and services.
Maintained accurate records of customer interactions in the database.
Updated and maintained PSI report in Excel using Sale Portal for accuracy.
Prepared and managed Customer Experience Management Report in Excel for analysis.
Utilized various portals, including Qlikview and Ecrm, to manage customer data effectively.
Coordinated mail bookings for customer inquiries.
Trackers: Workshop Capacity plan, Post Service Follow up Tracker, Periodic Maintenance, Incoming Car Tracker, Pick and Drop Tracker, Customer Experience Management

Tele Sales Executive

Maruti Suzuki Nexa Jamkash Vehicleades Pvt. Ltd.

Jammu

01.2017 - 01.2021

Called existing customers to understand motivations for purchases, enhancing engagement and retention.
Built long-lasting customer relationships by updating clients on latest sales, promotions, and loyalty schemes, fostering customer loyalty.
Used excellent negotiation and sales techniques to obtain best contract deals and sales prices with customers.
Conducted in-depth client consultations to obtain information on personal requirements, helping to select appropriate products or services.
Recorded calls, client information, and sales data on CRM systems to support future marketing and sales strategies.
Created weekly and monthly reports to analyze growth and determine sales required to achieve desired goals.
Managed development of multi-channel solutions including phone, webchat, social media and CRM functionality, enhancing customer experience.