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 attitudeundefined
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
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