Dipika Kasar
Thane
Summary
I am an enthusiastic, self-motivated, reliable, responsible and hard working person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using own initiative. I am able to work well under pressure and adhere to strict deadlines.. Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
CRM & Project Co-Ordinator
ESDS Software Solutions Limited
Maharashtra
06.2024 - 02.2024
- Monitoring and reporting project progress, participating in program team meetings, helping prepare budgets, creating and reviewing reports, managing the calendars for projects, determining project changes, organizing and time management for projects, overseeing and supervising activities such as project scheduling, estimating, purchasing, and billing, project administration, resource management, analyzing risks and opportunities, facilitating communication between employees and specialized support personnel & clients, creating and administration schedules, filing paperwork regularly, coordinating equipment use, activities, information and resources, planning and managing team goals, project schedules and new information & costs associated with the same, preparing necessary presentation materials for meetings, risk management, providing leadership and support to project team members, communicating with stakeholders to provide updates and address concerns throughout the project lifecycle, thorough project documentation, creating and reviewing reports, knowledge of industry best practice, understanding formal escalation and review processes, developing in-depth understanding of project scope and particulars i.e
- Timeframes, financials, outcomes
CRM Sales
Skoda Auto India
Maharashtra
01.2023 - 06.2023
- Worked with department heads to develop and administer a customer relations program designed to build and retain a loyal customer base, acted as the dealership's goodwill ambassador, assisted in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted, worked closely with CREs of different locations and reviewing their performance, conducted essential trainings for CREs and sales staff as and when needed to give higher customer satisfaction score, ensured that new vehicles are properly prepped for delivery, assisted in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features, particularly those related to safety, explained the hours of operation and location of the service and parts departments, coordination and customer follow-up programs, worked with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers, scheduling and confirming service appointments for any new customers experiencing mechanical problems, follows up with all parties after repair has been completed, prepared monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys, discussing dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors, maintaining a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution, reviewed all post-sale service cases with the service manager once a month, maintaining a file of the dealership's customer satisfaction achievements, assisting service customers during the morning service rush, when possible, performing audits and maintaining audit essential documents and closing the same on Zero NCs, as per Skoda India Norms across locations given in KPI, maintaining a professional decorum & closing other tasks as assigned in TAT
PRE (Priority Relationship Executive) Sales & Service
Mercedes Benz (Silver star Mercedes Benz)
Maharashtra
08.2020 - 02.2021
- Efficiently handling inbound and outbound calls and transferring them to the relevant agent or department as per tele calling script, conducting surveys to collect data about customer satisfaction, brand image and awareness, etc., analyzing and reporting customer data to devise new strategies or update the existing ones, communicating with them through various omnichannel channels, including email, social media, phone or SMS, making appointments that fit into the schedule of the client and the customer, informing the customers about updates, deals, offers, promotions, policies, and keep sales or service funnel in motion, assisting them if they are facing a problem and troubleshooting it, ensuring the customer has a positive experience with the company, fostering a healthy relationship between the client and the customer, overseeing timely delivery and payment of sales & service orders
CRE Sales
AUDI (M Square Automobiles Pvt. Ltd.)
Mumbai
05.2018 - 07.2019
- Attending Walk In, maintaining web in, cold calls, event leads, carwale & Facebook leads, maintaining walk in & test drive pre appointment sheet n test drive books, log in enquiries & test drives in sales force, maintaining daily enquiry report, maintaining test drive report, maintaining display demo vehicle cleaning report, maintaining demo car report, maintaining test drive utilization report, maintaining vehicle stock report, maintaining stationary & pantry requisition, maintaining booking & delivery report, showroom upkeep (Display & demo vehicles), accessories upkeep & stock, maintaining brochure & magazine stocks, maintaining display demo vehicle checklist -Daily & weekly, maintaining & preparing scratch sheets for display & demo vehicles as per requirement, web enquiry acknowledgement mails to customer, intimation of new web leads to sales consultant via email, greeting mails to customer (birthday, anniversary, car anniversary, spouse birthday greeting mails), customer experience management (CEM), handling customer complaints, delivery process (start to end, coordination, PDI, documentation), pre & post delivery mails to customer, EDD & ADD reports, home installation report, PDI report for display & demo vehicles, weekly & monthly MOM, preparing & maintaining silent sales man as per Audi norms, PSF (post sales feedback) callings & maintaining reports, maintaining delivery sheets n documents, test drive feedback calling, SMS sending to all tell in, walk in, web in enquiries, cold calling reminder & six months calling report to SCs, LSS report daily (lead satisfaction score), getting arranged stationary & pantry items for employees, escalation tracker, taking the primary ownership of customer complaints & feedbacks, served as in charge of ensuring adherence to the infrastructure & upkeep norms set by Audi, customer relationship management, defining CR program & key initiatives for sales in association with the dealership senior management to achieve customer satisfaction index at the dealership, tracking & monitoring customer relationship initiatives & providing guidance & course corrections to ensure high effectiveness of the CR programs, as a key owner for all customer relation process, ensured seamless integration of customer interactions & information flow across all customer touch points like people, mobile, web, marketing, worked closely with core sales & marketing team through conducting internal meetings with CR team & senior sales, service, marketing team to create action plans, allocate responsibilities & setting internal deadlines for driving smooth CR process, analyzing customer satisfaction levels & defining customer specific plans to ensure delight for all current & prospective customers, providing quality feedback & updating to the dealership management & the sales team on the overall quality of customer interactions & highlighting issues if any, monitored & owned all customer satisfaction process in sales & ensured high performance for the dealership on all customer satisfaction scores, conducting regular reviews of customer service with sales, senior management & highlighted areas of concern & defined an overall action plan, independently engaging with customers to take feedback & drive process improvement especially those with low CEM scores, customer complaints management by resolving complaints timely & effectively & taking steps to ensure such complaints avoided in future, closing all customer complaints in CEM portal after appreciate resolutions, maintaining feedback collection reports, handling process audit & closing it approximately on Zero NCs
CRM Operations
IBM /Concentrix Business Services Private Limited
Mindspace Malad
02.2013 - 04.2016
- Enhanced customer satisfaction, dealing and fixing customer issues for technical processes in United Kingdom, retained customers, heightened productivity, product quality improvements, customer segmentation and targeting, lead scoring, improved CSAT score
Lead Associate Training (Process, Soft skill Trainer)
WNS Global Services Pvt. Ltd.
Mumbai
09.2011 - 10.2012
- Preprocess and Process Training for FTEs, enabling training to attend the SLA accuracy targets with zero noncompliance, OJT for new hires with desired accuracy targets, conducting refreshers training & soft skill trainings, client calibration calls, working closely with operations and quality, improving and maintaining productivity & quality of bottom quartiles, closing process audits as per ISO norms with Zero NCs, conduction new hire trainings, refresher trainings, preparing and conducting PKTs, RCA of the PKT scores and fixing quality of bottom quartiles, preparing training modules and reports, conducting soft skill trainings
Education
IELTS as a Foreign Language -
Cambridge
United KingdomMBA Bioscience -
PIMS( Pravara Institute of Medical Science)
Loni, MaharashtraB.Sc. Microbiology -
Pune University
MaharashtraSkills
- Effective Communication Skills
- Problem Solving
- Leadership
- Management Skills
- Customer service & satisfaction
- Interpersonal Communication
- Adaptability & critical thinking
- Data analysis & creativity
- Project management & decision making
- Conflict Resolution & Flexibility
- Client Retention Strategies
- Performance Tracking
- Training and mentoring
- Schedule Management
- Process Improvement
- Documentation And Reporting
- Task Prioritization
Certification
- Certified Process & Soft skill Trainer
- Certified with WNS certified programme across INDIA and International Locations
- Basic & advanced Excel Certified
- MS Office Certified
- Certified with Business writing Skills
- Certified with ISO Awareness 9001:2008
- Certified Pistol Shooter
Affiliations
Project Performance
Project 1: Process Improvement in Validation, a Green Belt Six Sigma Project at Glaxo Smithkline Pharmaceuticals, India
Project 2: Wine Production from strawberry and Role of wine making department at Sula Vineyards,Maharashtra
Member of The Art Of Living & certified with different certifications.
Work with animal rescue teams and wild animal rescuer.
Accomplishments
- Awarded with State level Microbiological contests.
- Awarded with The Best Student Award during graduation.
- Professional and certified Soft Skill and Process trainer.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Professional Snapshot
- CRM & Project Management professional with more than 7 years of experience
- Professional language, process and soft skill trainer
- Successful proven customer service experience with 95% and audit closures with "Zero" NCs
- Green Belt six sigma project closure with 50% time saving, 50% cost and employee saving.
Timeline
CRM & Project Co-Ordinator
ESDS Software Solutions Limited
06.2024 - 02.2024
CRM Sales
Skoda Auto India
01.2023 - 06.2023
PRE (Priority Relationship Executive) Sales & Service
Mercedes Benz (Silver star Mercedes Benz)
08.2020 - 02.2021
CRE Sales
AUDI (M Square Automobiles Pvt. Ltd.)
05.2018 - 07.2019
CRM Operations
IBM /Concentrix Business Services Private Limited
02.2013 - 04.2016
Lead Associate Training (Process, Soft skill Trainer)
WNS Global Services Pvt. Ltd.
09.2011 - 10.2012
IELTS as a Foreign Language -
Cambridge
MBA Bioscience -
PIMS( Pravara Institute of Medical Science)
B.Sc. Microbiology -
Pune University
- Certified Process & Soft skill Trainer
- Certified with WNS certified programme across INDIA and International Locations
- Basic & advanced Excel Certified
- MS Office Certified
- Certified with Business writing Skills
- Certified with ISO Awareness 9001:2008
- Certified Pistol Shooter
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