Dipika Kasar
Thane
Summary
Results-driven CRM specialist, bringing deep expertise in customer relationship management and data analysis. Adept at leveraging CRM software to enhance customer engagement and drive business growth. Strong collaborator, consistently delivering high-quality results in dynamic environments. Skilled in problem-solving, communication, and strategic planning, ensuring seamless team integration and adaptability.
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.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CRM Service
Sterling Motor Garage
10.2024 - Current
- Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
- Actively/ contributed to company growth by leveraging insights from customer data within the CRM system for strategic decision making..
- Managed customer relations on ongoing basis to maximize customer retention.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Maintained statistical database of customers using [Maruti DMS ] for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Produced and implemented customer satisfaction guarantee program which directly resulted in [Number]% increase in sales.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Managed department call volume of [150 calls per person] calls per day and coordinated department schedules to maximize coverage during peak hours.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Elevated the Customer Service index score from 89/150 (Bleeding Red ) to 147/150 (Second Topper in entire MASSes (Maruti Suzuki Authorized Service Stations).
- Increased the service vehicle load by promotional activities, forming special packages for Tour customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved process as per Maruti India Norms, to get the dealership into Maruti Nexa Norms Category.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Customer Relationship Manager Sales
Kia Motors
06.2024 - 08.2024
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Delivered minimum 10 and maximum 70 vehicles per day.
- Handled reception, customer interactions, walk in, tel in, web in customer count.
- Handled team of minimum 4 to max 8 CREs and 2 Team Leaders.
- Formed and validated the process like Pre Sale Index to retain possible loss of customers and meet customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Implemented CRM systems to track customer interactions, leading to more efficient follow-ups and enhanced customer experiences.
- Created customer support strategies to increase customer retention.
- Managed department call volume of Number calls per day and coordinated department schedules to maximize coverage during peak hours.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Maintained statistical database of customers using Software for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Proactively identified opportunities for upselling or cross-selling additional products/services during interactions with existing customers.
- Acted as a liaison between customers and internal teams such as product development, engineering, and quality assurance departments, resulting in improved collaboration and streamlined issue resolution.
- Developed strategies that reduced response time to inquiries while maintaining high-quality responses.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Defined clear targets and objectives and communicated to other team members.
- Successful management of bulk deliveries per day.
- Audit documents preparation, keeping records of all documents, closing audits in zero NCs.
CRM & Project Co-Ordinator
ESDS Software Solutions Limited
06.2023 - 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
11.2022 - 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.
- Disscussing 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)
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.)
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.
- Preparing 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.
- allocated 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
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.
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
MBA Bioscience -
PIMS( Pravara Institute of Medical Science)
MBA Bioscience -
B.Sc. Microbiology -
Pune University
Skills
- 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
- Lead generation techniques
- Cross-selling tactics
- CRM software proficiency
- Performance tracking
- Client retention strategies
- Customer segmentation
- Customer relations
- Training and mentoring
- Task delegation
- Documentation and reporting
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
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Pistol Shooting
Certified Pistol Shooter
Timeline
CRM Service
Sterling Motor Garage
10.2024 - Current
Customer Relationship Manager Sales
Kia Motors
06.2024 - 08.2024
CRM & Project Co-Ordinator
ESDS Software Solutions Limited
06.2023 - 02.2024
CRM Sales
Skoda Auto India
11.2022 - 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
MBA Bioscience -
PIMS( Pravara Institute of Medical Science)
MBA Bioscience -
B.Sc. Microbiology -
Pune University
IELTS as a Foreign Language -
Cambridge
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