Mohit Sethi

On Demand: Car Quality

• Spearheaded the end-to-end implementation of the On-Demand Car Quality program, ensuring vehicles met stringent quality benchmarks.
• Collaborated with cross-functional teams (operations, quality, tech) to streamline inspections and reduce defect rates.
• Improved customer satisfaction scores by enhancing pre-sale vehicle quality.

V2ND:-

• Led initiatives to optimize the customer conversion journey from visits to the next deal.
• Designed and executed tracking frameworks to analyze visit patterns and conversion bottlenecks.
• Achieved measurable improvement in conversion KPIs through targeted interventions.

HTD:-

• Managed the full lifecycle of the Home Test Drive program, enabling customers to experience vehicles at their convenience.
• Built operational processes for seamless test-drive scheduling, tracking, and customer feedback.
• Drove adoption and contributed to higher sales conversions via an improved customer experience.

• Managed call center operations to ensure profitability, meeting daily, weekly, and monthly targets, while upholding high business standards.
• Skillfully handled customer escalations, feedback, and refunds, resolving queries promptly to enhance customer satisfaction.
• Led a team of 100 agents and 4 team leaders, optimizing their performance and productivity to achieve organizational goals.
• Controlled costs effectively, contributing to profit maximization and financial efficiency.
• Spearheaded the recruitment, training, and development of new employees, fostering a skilled and motivated workforce.
• Maintained a consistent standard of exceptional customer service, motivating employees to align with the company's mission and values.
• Coordinated cross-departmental initiatives to ensure project completion and resource availability.

• Team Handling - 7 Sales Dentists for West and North Delhi.
• Target setting and Pro management related to all business adherences.
• Handling queries related to customer escalations, feedback, refunds, etc.
• Managing AOV (Average order Value) and Re Scan percentage curve.
• Target V/S achievement tracking - Daily / Weekly / Monthly.

• Meeting the desired target at the branch by ensuring adherence to SOP and maintaining business growth.
• Finding out ways to increase on-spot conversion of cars by efficiently negotiating with the customers while ensuring highest satisfaction.

• Planning, operating, optimizing and successfully executing the operations of the showroom.
• Planning penetration strategy for a competitive market and route plan for the future.

• Responsible for formulating sales strategy and handling a team of Relationship Managers.
• Training sales team to achieve higher performance and help them increase their productivity and product knowledge.
• Organizing & prioritizing own workload & delegating responsibilities accordingly to the team.

• To deal with all the clients and responsible for the business growth of the Company.
• Timely delivery of the vehicles to the customers and follow up of the same.
• Relationship management of existing clients and generating more business through them.

• To deal with all the corporate clients and responsible for increasing corporate accounts of the company.
• Implementing relevant standards and policies.