Komal Sharma
Ghaziabad
Summary
Customer Care Manager with extensive experience at SNV Automobiles, specializing in complaint resolution and process optimization. Achievements include significant enhancements in customer experience through effective communication and analytical skills. Proficient in DMS & Automate software, leading to measurable improvements in service delivery and customer satisfaction.
Overview
19
19
years of professional experience
Work History
Customer Care Manager
SNV Automobiles
Ghaziabad
10.2022 - Current
- Working with SNV Automobiles as a Customer Care Manager
- Managed customer inquiries through various communication channels.
- Implemented new customer feedback systems to enhance service quality.
- Conducted regular performance evaluations for team members.
- Conducted regular performance reviews of customer service representatives.
- Collaborated with other departments to ensure customers' needs were met promptly and accurately.
Customer Care Manager
Rohan Motors
Ghaziabad
01.2021 - 09.2022
- Worked as a Customer Care Manager in Rohan Motors
- Assessed customer feedback to identify areas for improvement in service delivery.
- Implemented strategies to improve customer experience, retention, and loyalty.
- Conducted regular performance reviews of customer service representatives.
- Analyzed trends in customer inquiries and developed solutions for common issues.
Customer Care Manager
Motor craft Sales Pvt. Ltd
Sahibabad
11.2016 - 12.2020
- Worked as a Customer Care Manager from Motor craft Sales Pvt. Ltd
- Conducted regular performance evaluations for team members.
- Oversaw resolution of escalated customer complaints efficiently.
Customer Relationship Manager after sale
COURTESY HONDA
Okhla
10.2013 - 11.2016
- Worked as a Customer Relationship Manager after sale (COURTESY HONDA)
Customer Care Manager
MSZ AM AUTOMOBILES
Lawrence Road
09.2008 - 09.2013
- Worked as a Customer Care Manager (MSZ AM AUTOMOBILES)
Assistant Customer Care Manager
MSZ PANKAJ AUTOMOBILES
Shalimar Garden Sahibabad
02.2007 - 08.2008
- Worked as an Assistant Customer Care Manager (MSZ PANKAJ AUTOMOBILES)
Education
Graduate (B.A.) -
CCS University
Meerut01.2008
12th -
C.B.S.E
01.2005
Skills
- Dec (Dealer Experience Centre)
- DMS & Automate (Maruti Software)
- D-lite (Honda software)
- Office 2000: MS Word
- Office 2000: Excel
- Office 2000: PowerPoint
- Computer design application
- CRM software
- Complaint resolution
- Process optimization
- Customer experience
- Effective communication
- Proactive problem solving
- Analytical thinking
- Inter-department collaboration
- Customer experience improvement
Languages
- English
- Hindi
- English
Training
- DEC (Dealer Experience Centre)
- DMS & Automate (Maruti Software)
- D-lite (Honda Software)
- Office 2000: MS Word, Excel, PowerPoint
- Computer Designing Application
Role Responsibilities
- Reporting to Top Managements and Maruti with Daily & monthly Reports.
- Hosting Monthly Review Meeting with Top Management and Company Owners.
- Handling Customer care Department staff motivates them & guides them in all positive manners.
- Monitor quality service among staff through training in co-ordination.
- Be personally available to all customers to communicate and identify their needs and address their questions or concerns.
- Maintain the addresses / contact details of the repeat customers.
- Communicate customer complaints to employees to keep them abreast of the situation.
- Identify areas of Customer deficit.
- Prepare All Presentations for Monthly review, CCM review.
- Monitoring of SMR, Daily appointments, Daily PSF, CEI Calling, etc.
Personal Information
- Husband's Name: Mr. Nimit Awasthi
- Date of Birth: 05/04/88
- Nationality: Indian
- Marital Status: Married
Accomplishments
Annual Service Excellence Championship Runner-Up - 24-25.
Timeline
Customer Care Manager
SNV Automobiles
10.2022 - Current
Customer Care Manager
Rohan Motors
01.2021 - 09.2022
Customer Care Manager
Motor craft Sales Pvt. Ltd
11.2016 - 12.2020
Customer Relationship Manager after sale
COURTESY HONDA
10.2013 - 11.2016
Customer Care Manager
MSZ AM AUTOMOBILES
09.2008 - 09.2013
Assistant Customer Care Manager
MSZ PANKAJ AUTOMOBILES
02.2007 - 08.2008
Graduate (B.A.) -
CCS University
12th -
C.B.S.E