Bharati Rathore

Customer Experience & Relationship Management professional with 12+ years of experience in the automobile (4-wheeler) industry. Expertise in customer lifecycle management, escalation handling, backend operations, invoicing, order processing, and vendor coordination. Proven ability to improve customer satisfaction, streamline operations, and drive business growth through effective cross-functional collaboration.

• Customer Experience Management (CX)
• Escalation & Complaint Resolution
• CRM Operations (GDMS, Delight)
• Order Booking & Invoice Processing
• Procurement & Vendor Management
• Cross-functional Coordination
• SOP Implementation & Process Improvement
• MIS Reporting & Data Analysis
• Team Leadership & Training
• Customer Retention & Loyalty

• Customer Experience Management
• Ensured seamless journey from first interaction to final delivery and after-sales
• Monitored satisfaction across all touchpoints (CSAT/NPS)
• Identified process gaps and implemented improvements
• Customer Relationship & Escalation Handling
• Built strong customer relationships to drive retention and referrals
• Handled escalations and critical cases with professional resolution
• Ensured timely closure of customer issues
• Cross-functional Coordination
• Acted as a bridge between Sales, Finance, Insurance, and RTO teams
• Ensured smooth workflow and timely vehicle delivery
• Sales Coordination & Backend Operations
• Managed order booking and system punching with high accuracy
• Prepared and verified customer invoices in coordination with Finance teams
• Ensured proper documentation and error-free billing process
• Procurement & Vendor Management
• Managed material procurement from local vendors
• Collected and evaluated vendor quotations for cost-effective purchasing
• Maintained vendor relationships and ensured timely material availability
• Process Implementation & Monitoring
• Ensured adherence to SOPs across operations
• Tracked enquiry follow-ups, booking status, and delivery timelines
• Maintained CRM updates and documentation accuracy
• Customer Communication
• Ensured transparent communication on delivery timelines (EDD), delays, and documentation
• Monitored communication quality across calls, emails, and WhatsApp
• Feedback & Continuous Improvement
• Collected and analyzed customer feedback (CSAT/NPS)
• Identified recurring issues and suggested improvements to management
• Team Training & Leadership
• Trained and guided front-end staff (CA, CRE, TL)
• Promoted a customer-first approach and communication standards
• Reporting & MIS
• Prepared daily/weekly MIS reports (enquiries, deliveries, complaints, refunds)
• Tracked pending cases and shared updates with management
• Retention & Loyalty
• Ensured repeat business through engagement and relationship management
• Supported customer loyalty initiatives
• Crisis Handling
• Managed high-pressure and dissatisfied customer situations effectively
• Prevented escalation through proactive resolution