Karuna Pandey
New Delhi
Summary
Customer-focused professional with 7+ years of experience in service marketing, customer retention, and relationship management-primarily in the premium automotive sector. I've had the opportunity to work with leading brands like Mercedes-Benz, Jaguar Land Rover, and Toyota, which has shaped my approach to delivering high-quality service and consistent customer satisfaction.
Overview
8
8
years of professional experience
Work History
Assistant Customer Relationship Manager
AMP Motors
New Delhi
08.2025 - Current
- Handle CRC cases escalated by customers directly to JLR and reassigned to the dealership ensure coordination and timely resolution at dealer level.
- Manage and resolve customer complaints internally and externally on a dealership basis.
- Monitor NPS performance, maintain NPS data, Red Flag status, and record advisors’ daily performance.
- Conduct PSF calls and manage pre-escalations to prevent customer dissatisfaction at dealer level.
- Provide regular updates to customers regarding ordered parts status and vehicle service progress.
- Send customer arrival, thank-you, handover, and vehicle release emails to maintain consistent customer communication.
- Maintain complete customer records through Activity Trackers.
- Prepare and manage Workshop Business Reports including EVHC, Open RO aging, and Data Validation points.
- Track advisor-wise Open ROs and job cards to support workshop efficiency.
- Handle complete Front Office operations including stationery ordering, printing materials, record maintenance, visiting cards, pre-job cards, and driver allocation.
- Support Front Office team in managing walk-in customers and daily customer handling.
- Answer incoming calls and greet walk-in customers professionally.
- Act as a coordination bridge between customers, service advisors, and workshop teams to ensure smooth operations.
- Ensure all reports are regularly updated and shared with respective GMs and internal teams.
- Coordinate with JLR Call Center for any customer complaints or queries and ensure timely resolution with appropriate solutions.
- Coordinate with RSA team to ensure smooth and uninterrupted customer support operations.
Service Marketing Manager
AMP Motors Pvt Ltd
12.2023 - 08.2025
- Facilitated seamless new and used vehicle deliveries, thoroughly educating customers on warranty details, maintenance schedules, and optimal vehicle usage.
- Ensured 100% post-sale customer contact within 48 hours of delivery.
- Proactively managed new customer inquiries and coordinated service appointments for mechanical concerns.
- Provided direct, high-volume customer support during peak morning service hours, enhancing service efficiency and customer experience.
- Maximized revenue by successfully promoting and selling value-added products, including service packages, extended warranties, Roadside Assistance (RSA), and maintenance contracts (MC).
- Prepare open RO, activity Sheet, Customer Activity Tracker - EW & Insurance Sales Activity, Breakup of Cars, Reported, Service Advisor Report,, DBR Retention Daily Report.
- Personally meet with dissatisfied, not interested lost clients and retain them.
- Weekly Ubora infrastructure Audit.
- (Jaguar-Land Rover)
Customer Experience Executive
T&T Motors Pvt Ltd
01.2022 - 12.2023
- Meet and greet customers, Direct incoming calls.
- Introduce walk-in customers to service advisor.
- Sell value added products- Service package, Extended warranty, RSA, MMC,,etc.
- N-1 Calling, No Show Calling, Xentry Lead Calling, Service reminder Calling.
- 5-Star Rater Calling, Feedback Survey, Internal Complaint handling.
- Chauffeurs' coordination for pick & drop and workshop movement.
- Fix online service appointment & make appointment sheet accordingly, allocate service advisor on e-dealer.
- Maintain courtesy car report/ Maintain Repeat - Revisit Data.
- Maintain all reports into the proper tracking system and submit the same to HOD.
- (Mercedes Benz)
Receptionist
Sprited Auto Cars (I) Ltd
01.2020 - 12.2022
- Meet and greet customers.
- Direct customer to concern department.
- Introduce the customer to sales executive.
- Answer incoming calls.
- Maintain lobby decoration.
- Cold calling and generate new hot leads for new car sales.
- Take new car delivery feedback, maintain event and improvement reports and submit the same to HOD and dealer principal on monthly basis.
- (Espirit Toyota)
Test Drive Coordinator
Sprited Auto Cars (I) Ltd
01.2019 - 12.2020
- Demo vehicle maintenance. Checks availability of test drive cars.
- Driver coordination for vehicle movement.
- Cold calling on the prospect data for test drive or generate new hot leads.
- Update all the activity details on TKM portal.
- Display Strategy, update log books on daily basis.
- Takes appointment for test drive.
- (Espirit Toyota)
Sales & Marketing Coordinator
Karma Lifestyle Decor
01.2018 - 12.2019
- Maintain sales and purchase records, Manage product delivery, Billing & Invoice maintenance.
- Schedule meeting with corporate clients, Also Deal with local vendors and luxury importer for new products.
- Make products ppt, photoshop. Manage events. Manage customize packaging.
- Deal with local vendors and luxury importer for new products.
- Represent company global platform BNI.
- (Corporate Gifting)
Education
Completed 12th Grade -
CBSE Board
Completed 10th Grade -
CBSE Board
B.A (Hons) -
Delhi University
Skills
- Customer relationship management
- Complaint resolution
- Performance monitoring
- Relationship building
- Customer retention
- Team coordination
- MS Office skills
- Time Management
Hobbies and Interests
- Watching Horror Movies
- Madhubani Painting
- Travelling
- House Decor
Awards and recognition
- Madhubani Painting, 2016
- Goal basketball match, 2017
- Delhi Police special self-defense training winner, 2014
- Zonal level award for Qawwali, 2016
- Best Performer at Espirit Toyota
- Best Idea for Business Growth at T&T Motors Pvt Ltd
- Achieving Q3 segment-1 target at AMP Motors
Profile
Karuna Pandey, Linkedin.com/in/karuna-pandey-a01532216, New Delhi, 11/09/99, Unmarried, Indian
Timeline
Assistant Customer Relationship Manager
AMP Motors
08.2025 - Current
Service Marketing Manager
AMP Motors Pvt Ltd
12.2023 - 08.2025
Customer Experience Executive
T&T Motors Pvt Ltd
01.2022 - 12.2023
Receptionist
Sprited Auto Cars (I) Ltd
01.2020 - 12.2022
Test Drive Coordinator
Sprited Auto Cars (I) Ltd
01.2019 - 12.2020
Sales & Marketing Coordinator
Karma Lifestyle Decor
01.2018 - 12.2019
Completed 12th Grade -
CBSE Board
Completed 10th Grade -
CBSE Board
B.A (Hons) -
Delhi University