SDLC concepts
Chitra. T
Chennai
Summary
Knowledgeable and dedicated customer service professional with extensive experience in automobile service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Relationship Executive
Guru Dev Motors, Skoda Dealer
Vellore
12.2011 - 09.2012
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Accountable for generating PSF call details, customer requirements, and feedback details post customer service
Senior Customer Service Executive
SAYAR Cars - General Motors (Chevrolet) Dealer
Vellore
10.2012 - 03.2015
- Evaluated interactions between associates and customers to assess personnel performance.
- Addressed on average 50+ outbound customer calls daily.
- Resolved service issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Directed team of six supervisors and managers to enhance across-the-board customer support and better meet company service demands.
Customer Relationship Manager
SAYAR Cars, GM Dealer
Vellore
03.2015 - 08.2017
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Maintained statistical database of customers using Oracle CRM for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Educated customers about service options and processed purchases.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 11% increase in sales support.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
Customer Relationship Officer
Capital Honda, Honda Dealer
Chennai
06.2018 - 08.2018
- Daily Monitoring report from DMS, Supervising all PSF Calling data and Resolving all Dealership Escalated Complaints
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Maintaining all feedback from pre and post-sale tell calling
- Preparing excel based, PPT reports for weekly, monthly reviews
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted research, gathered information from multiple sources and presented results.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Created plans and communicated deadlines to complete projects on time.
- Led projects and analyzed data to identify opportunities for improvement.
- Developed and implemented standards for staff to provide consistent service to customers.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
B.E - Computer Science & Engineering
RANIPETTAI Engineering College
Vellore 04.2008 - 06.2011
"C" Programming Language -
NIIT Limited
Vellore 08.2009 - 04.2010
"C++" Programming Language -
NIIT Limited
Vellore 09.2010 - 02.2011
Skills
Logical & Analytical
undefinedAccomplishments
- Zonal level player and won many accolades & awards - Kabaddi
- Manged team of 25+ staff members in my recent job profile
Software
Java
SQL Server
Business Etiquette
Communication
Interests
Gardening, Reading, and Singing
Classical Dancer
Started practicing classical dancing after maternity break and aspired to excell in the same
Personal Details
Date of Birth : May 03, 1989
Marital Status : Married
Languages known : English, Tamil.
Location : Chennai, Tamil nadu, India.
Timeline
Customer Relationship Officer
Capital Honda, Honda Dealer
06.2018 - 08.2018
Customer Relationship Manager
SAYAR Cars, GM Dealer
03.2015 - 08.2017
Senior Customer Service Executive
SAYAR Cars - General Motors (Chevrolet) Dealer
10.2012 - 03.2015
Customer Relationship Executive
Guru Dev Motors, Skoda Dealer
12.2011 - 09.2012
"C++" Programming Language -
NIIT Limited
09.2010 - 02.2011
"C" Programming Language -
NIIT Limited
08.2009 - 04.2010
B.E - Computer Science & Engineering
RANIPETTAI Engineering College
04.2008 - 06.2011
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