Chetna Misal

Roles and Responsibilities of Regional CRM:

• Customer Experience: Monitor service processes and implement initiatives for customer satisfaction.
• Dealer Support: Build relationships with dealers for effective complaint resolution.
• Quality Standards: Ensure adherence to OEM standards through regular audits.
• Feedback Resolution: Manage escalated complaints and analyze feedback for improvements.
• Performance Monitoring: Track KPIs and report on customer care performance.

Roles and Responsibilities, Call Center:

• Quality Assurance: Implement call monitoring systems for service evaluations.
• Performance Analysis: Identify trends and areas for improvement through call data analysis.
• Standards Development: Establish call center quality benchmarks.
• Feedback & Training: Provide feedback and coordinate training for agents.
• Compliance Improvement: Ensure regulatory compliance and suggest process enhancements.

• Oversaw adherence to pre-sales and sales processes.
• Continuously improved performance indicators and addressed discrepancies.
• Ensured team comprehended end-to-end processes for superior customer experiences.
• Monitored and improved customer touchpoints.
• Utilized digital dashboards to monitor critical areas daily.
• Analyzed complaints and top scores to drive corrective actions.
• Reviewed closure feedback and resolutions for quality and timeliness.
• Assisted the sales team in implementing action plans based on insights.
• Conducted daily customer meetings to understand and address concerns.
• Addressed infrastructure and asset concerns based on customer feedback.
• Drove training initiatives to enhance team capabilities.

• Oversaw adherence to pre-sales and sales processes.
• Continuously improved performance indicators and addressed discrepancies.
• Ensured team comprehended end-to-end processes for superior customer experiences.
• Monitored and improved customer touchpoints.
• Utilized digital dashboards to monitor critical areas daily.
• Analyzed complaints and top scores to drive corrective actions.
• Reviewed closure feedback and resolutions for quality and timeliness.
• Assisted the sales team in implementing action plans based on insights.
• Conducted daily customer meetings to understand and address concerns.
• Addressed infrastructure and asset concerns based on customer feedback.
• Drove training initiatives to enhance team capabilities.

• Acted as the point of contact between manager and clients, managed diary and scheduled meetings, produced reports, and maintained office filing system.

• Handled inbound and outbound calls, utilized lost data to generate leads, established quality procedures, collaborated with purchasing staff, defined quality procedures, and monitored performance.

• Verified data with clients, coordinated daily workloads, resolved problems, implemented new initiatives, and tracked final reports.