JYOTHSNA VEMURI

To ensure challenging position in a growing organization where I would be able to utilize my capabilities to the best extend and in the process add value to the organization and my career. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

• Guide continuous improvement in the Ford Guest Experience indexes (CVP, QT, JDP), by constantly reviewing and analyzing the above indexes and work directly with Sales and Service Managers to optimize and refine the process performance and staff behaviour and skills.
• Ensure the lifetime relationship engagement activities are being carried out.
• Ensure personalized reception by availability and continuous training of guest facing support staff like Concierge, Greeter, reception, security, valet and housekeeping staff.
• Ensure adherence to all Management Action Meetings of Sales and Service.
• In liaison with the Sales and Service Manager lead, facilitate and coordinate continuous dealership training and monitor all Guest related concerns for both sales and service.
• Manage and lead the 5S program at the dealership (Sales & Service) by dividing the responsibilities among the.
• Ensure execution of in-dealership training and 1-1 coaching to relevant Sales & Service staff by the respective Operational heads every month.
• Monitor and drive usage of social media by Sales and Service team.
• Onboard new candidate joining for Guest facing roles by training them on process, behaviour, soft skills, E-learning and FGE values. To approach and assist the new potential customers.
• Do surprise checks and monthly assessments using the FGE assessment tool to sustain and constantly improve Guest experience process at the dealership and share the findings along with Action Plan with Dealer Principal, dealership senior management team and FIL Field team.
• Escalate critical points to Dealer principal and FIL team that hamper smooth execution of FGE processes at dealership and ensure they get resolved.
• Making good relation with the existing customers as well as new customers.
• To give the right suggestion and then sale the cars.
• To continuously tap the old customers.
• To Call the Customers for Lost Cases and taken feedback from the Customers to increase the sales.
• Daily, weekly and monthly reports submitted to C.E.O.
• Taking care of Customer concerns and rectify.
• Taking care of Monthly CSS Score and discuss the draw backs in the Monthly Meetings.
• Taking care of demo cars and showroom Appearance.
• Make Sure to Done Every Month Marketing Event Plan.
• Taking Quick Touch feedback from customer at the time of Deliveries.
• Random Calling done for TD done customers.
• Arrange the deliveries (Car, Puja etc).
• Touch with customers from the time of booking to delivery.
• Taking care of 4 locations (Vijayawada, Guntur, Nellore, Ongole).
• Daily PSF reports checking.
• Checking the JD Power surveys.
• In ford we have CVP (Customer View Point) taking care of that also.
• Touch with delivery customers for references.
• Close the concerns in systems (Skoda & Ford).
• 3rd day from delivery doing home visit for satisfaction letter and feature explanations.
• Taking Google rating from customers and post our website.
• Delivery photos uploaded in customer Facebook ID.
• Prepare the every month sales team performance in PPT and explain sales team in review meetings.
• Taking care of new employees MEETTAL Test.
• Online TR & PR’s if person not available.
• Insurance for TR.
• DMS Billings & All work regarding DMS.
• Vista (Ford software) Billings.
• Sales team enquiries entry in respected dealer softwares.
• Maintain Test drive ratios of every executives (Weekly Monitoring).
• Maintain the conversion ratios (Weekly monitoring).
• Quarterly Audit Reports Preparing.
• Touch with the Auditors at the time of Audit to maintain the good score.
• Sending Thanking mails to the walk-in customers.
• Explain the TAB usage to the executives.
• Qt score and analysis and cvp score and analysis across all showrooms.
• Ensure proper delivery of car and also psf calling to be in process.
• Educate sales team properly in avoiding communication gaps and also avoiding hot alerts.
• Consultants n new joiners’ E learning’s completion and also FGE e learning’s completion across all showrooms.
• Ensure nomination in stars and also their training schedule and coordination with ford training academy and also if possible in future their travel schedules and ticket bookings etc.
• Competition analysis and pricing of competition, brochures etc to be made available to sales team with her expertise.
• Train n guide sales team in qt analysis, cvp analysis, jdp score thru morning meetings and also thru ppt presentations if any.

• Good Communication Skills.
• Positive Attitude, Believes in Team Spirit.
• Dedicated to Work assigned to me.
• Deal with people diplomatically.