Lohith Nandagopal
Bengaluru
Summary
A highly motivated and results-oriented Customer Experience Manager with an overall experience of 7 years, 4+ years of experience in the EV industry, excel at driving customer satisfaction, managing metrics across swimlanes and fostering collaborative cross-functional partnerships and stakeholder management
Overview
8
8
years of professional experience
Work History
Associate Manager - Customer Experience
Ather Energy
02.2022 - 09.2023
- Collaborated with internal cross-functional and dealer teams and resolved customer complaints and escalations (post & pre) in the region.
- Derived insights from VOC data & ensured CSAT metrics are achieved consistently.
- Achieved customer satisfaction KRAs (pre & post sales) in the region by implementing CRM initiatives.
- Enforced performance and service standards to keep consistent & high-quality environment devoted to customer satisfaction in both experience center & vehicle service centers.
- Supervised & implemented various customer experience related programs, executed initiatives based on VOC data.
- Conducted regular CX audits & derived insights on continuous customer experience improvement & enforced adherence to SOP's at experience and vehicle service centers.
- Mentored and supported 15 CRMs in service and sales, created strong work place culture/
Team Lead - Customer Service
Ather Energy
03.2020 - 02.2022
- Promoted to Team Lead of Customer Service for displaying leadership qualities and taking end to end ownership of operations.
- Successfully led team of 30 Relationship managers and handled day to day operations of customer service team.
- Consistently achieved and maintained key customer service parameters such as CSAT at score of 4.5 out of 5, average call abandon percentage at 2%
- Consistently achieved and maintained email (tickets) metrics with CSAT score at 4.5 out of 5, First response time of 10 hours, two hours or less for social media, and one hour or less for live chat.
- Conducted RCA of customer escalations (pre, post), proposed & implemented changes in sales and service processes.
- Trained and supervised team of customer relationship managers
Senior Executive - Customer Service
Ather Energy
02.2019 - 03.2020
- Handled over 80 calls per day on vehicle concerns and enquiries and closing over 75 emails per day by providing end to end solution.
- Managed over 20 customer escalations calls per day to provide complete end-to-end in both sales and service.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement in knowledge base, business processes etc.
- Documented data for creating tools and knowledge banks for ease of workflow.
- Resolved customer issues and determined root cause of problems to resolve process, service related complaints.
Corporate Sales Consultant
Mercedes- Benz, Sundaram Motors
01.2018 - 02.2019
- Handled overall pre purchase customer experience.
- Assisted customers in selecting luxury cars by understanding their needs and product specifications.
- Managed full sales cycle from lead processing to closing, resulting in increased sales by consistently achieving targets of 8 luxury cars per month.
- Demonstrated persuasive and professional demeanor to gain customer trust and confidence.
- Contributed to team objectives in fast-paced environment.
- Identified new business opportunities through cold calling, networking, and prospecting.
- Stayed up-to-date with competition knowledge and sales processes.
Corporate Sales Consultant
Volkswagen, PPS Motors Pvt Ltd
04.2017 - 01.2018
- Responsible for overall customer experience during pre sales process.
- Executed full sales cycle from processing leads, conversion and closing, resulting in increased sales by hitting targets of 10 cars per month.
- Stayed current on company offerings and industry trends to maintain competitive edge.
- Earned customer trust and confidence by demonstrating compelling, persuasive, and composed professional demeanor.
- Identified new business opportunities through cold calling, networking, marketing, and prospective database leads.
Customer Relationship Manager
Maruti Suzuki- NEXA, Mandovi Motors
12.2015 - 03.2017
- Handled end to end customer experience in overall sales process.
- Achieved goals for sale by executing sales cycle process from lead processing through conversion and closing by selling ~18 cars per month.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Responded promptly to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Education
Master of Science - Automotive Engineering
Coventry University
Bengaluru, KA2015
Bachelor of Engineering - Mechanical Engineering
Visvesvaraya Technological University
Bengaluru, KA2012
Skills
- Customer relationship management
- Cross functional collaboration
- Stakeholder management
- Metrics and Target management
- Agile methodologies
- Day to day operations
- Escalation management
- Multilingual communication
- Interpersonal skills
- Adaptability
- Team leadership
- Planning
Tools
Freshdesk
Freshservice
Jira
Tableau
Qlik
Ameyo
Knowlarity
Languages
English
Hindi
Tamil
Kannada
Telugu
Timeline
Associate Manager - Customer Experience
Ather Energy
02.2022 - 09.2023
Team Lead - Customer Service
Ather Energy
03.2020 - 02.2022
Senior Executive - Customer Service
Ather Energy
02.2019 - 03.2020
Corporate Sales Consultant
Mercedes- Benz, Sundaram Motors
01.2018 - 02.2019
Corporate Sales Consultant
Volkswagen, PPS Motors Pvt Ltd
04.2017 - 01.2018
Customer Relationship Manager
Maruti Suzuki- NEXA, Mandovi Motors
12.2015 - 03.2017
Master of Science - Automotive Engineering
Coventry University
Bachelor of Engineering - Mechanical Engineering
Visvesvaraya Technological University
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