Manisha Dongre
Kalyan
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
PRM
M/s Landmark Cars Limited
09.2023 - Current
- Managing CR Team at Thane, Kalina, Kandivali & Churchgate
- Responsible for Customer Satisfaction from enquiry stage to delivery
- Responsible for CR KPIs like Purchase experience Surveys, 5 Star surveys etc
- Ensuring process implementation in every outlet
- Responsible for Showroom decorum & display as per MBIL norms
- Handling Internal & MB concerns & ensuring timely closures.
Head CRM
M/s Modi Hyundai
10.2021 - 09.2023
- Heading CR Team at Thane, Santacruz & Vasai
- Responsible for customer satisfaction for Delivered customers
- Monitoring all KPIs like happy calling / HMM & VC Penetration as per Hyundai Norms
- Responsible for Managing Google Rating above 4.7
- Responsible for Showroom decorum & display
- Process monitoring from Booking till Delivery.
Customer Relations Manager
MG Thane
10.2019 - 10.2021
- Responsible for customer satisfaction for MG Sales & Service Centre
- Monitoring all allocations, cancellations, refunds etc
- Handling sales & service concerns generated at Pulse Hub (MG Call center) & Ensure timely closure of same
- Responsible for Showroom decorum & display
- Managing service activities like service appointments, pick up & drop management, service decorum etc.
Customer Relations Manager
M/s Regent Honda
01.2018 - 09.2019
- Responsible for customer satisfaction for Delivered customers
- Monitoring all walk inn & Tel Inn customer satisfaction as per Honda norms
- Monitoring Test Drive vehicles and maintaining Test Drive reports
- Responsible for Showroom decorum & display
- Achieved top position in West Zone for customer satisfaction in Nielsen Survey.
Voice & Data Advisor
Intelenet Global Services
05.2016 - 01.2017
- Attending voice calls of US patients having difficulties with prescription and medical billing
- Helping patients with documents queries for claiming medical expenses through Insurance
- Preparing and editing prescription as per insurance norms and sending it to physician for signing.
Web Chat Support
First Source Solutions
02.2014 - 11.2015
- Real time customer support on web chat & E mail
- Handling broadband and telephone issues through voice as well as chat
- Helping customers to reset their email password and solving their queries.
Team Leader
M/s Madhuban Toyota
12.2011 - 05.2012
- Tracking Daily Enquiry Follow Ups and results
- Monitoring & scheduling daily bookings in the prescribed manner
- Responsible for customer satisfaction at time of delivery
- Post Sales follow up & assistance.
Team Leader-Fiat Car
M/s Concorde Motors I Ltd
09.2008 - 11.2011
- Responsible for meeting EDD Expected Delivery Date
- Monitoring & scheduling daily bookings &deliveries in the prescribed manner
- Monitoring delivery IFIR instant feedback instant redressal
- Responsible for customer satisfaction till the time of delivery.
Showroom In charge
M/s A1 Hyundai
01.2008 - 09.2008
- Handling entire GDMS (Dealer Mgt System) activities
- Tracking Daily Enquiry Follow Ups and results
- Checking daily bookings & preparing the reports of the same
- Post Sales Assistance
- Interaction & Follow Ups with Hyundai
- Training the new staff for GDMS & Process
Sr. Sales Consultant
M/s Ichibaan Honda
04.2007 - 01.2008
- Attending customer queries and demonstrating car features
- Achieving sales target
- Finance documentation and registration activities.
Sales Consultant
M/s Andromeda Marketing P. Ltd
05.2006 - 04.2007
- Marketing
- Handling Back Office Activities
- Post Sales follow ups with RTO &INS Company.
Sales Executive
M/s Modi Hyundai
01.2005 - 05.2006
- Counselling customer to make proper selection of car according to requirement
- Organizing and execute test drive
- Follow ups on prospects and conversion.
Sales Executive
M/s Fortune Cars Pvt Ltd
01.2004 - 12.2004
- Attending Enquiries and customer queries for cars
- Achieving sales target
- Entering Orders of various Passenger cars in Seibel - online software package of Tata Motors
Education
L M E - Licentiate Course in Mechanical Engineering
VJTI
01.1999 - 01.2003
Skills
Good at working with all levels of people, projecting positive attitudeGood motivator with strong desires to learn and growGood Knowledge in Basics and InternetDiploma course in AutoCAD
Personal Information
- Age: 40 yrs
- Spouse: Mr. Rohan A. Baptista
- Date of Birth: 01/03/83
- Marital Status: Married
Tel
9820115143/9820473134
Timeline
PRM
M/s Landmark Cars Limited
09.2023 - Current
Head CRM
M/s Modi Hyundai
10.2021 - 09.2023
Customer Relations Manager
MG Thane
10.2019 - 10.2021
Customer Relations Manager
M/s Regent Honda
01.2018 - 09.2019
Voice & Data Advisor
Intelenet Global Services
05.2016 - 01.2017
Web Chat Support
First Source Solutions
02.2014 - 11.2015
Team Leader
M/s Madhuban Toyota
12.2011 - 05.2012
Team Leader-Fiat Car
M/s Concorde Motors I Ltd
09.2008 - 11.2011
Showroom In charge
M/s A1 Hyundai
01.2008 - 09.2008
Sr. Sales Consultant
M/s Ichibaan Honda
04.2007 - 01.2008
Sales Consultant
M/s Andromeda Marketing P. Ltd
05.2006 - 04.2007
Sales Executive
M/s Modi Hyundai
01.2005 - 05.2006
Sales Executive
M/s Fortune Cars Pvt Ltd
01.2004 - 12.2004
L M E - Licentiate Course in Mechanical Engineering
VJTI
01.1999 - 01.2003