MONIKA MODI
Ahmedabad
Summary
Experienced CRM professional with a background in managing customer relationships and improving business operations. Strengths include effective communication, data analysis, and strategic planning skills to enhance customer satisfaction and loyalty. Demonstrated success in implementing CRM strategies leading to significant improvements in customer experience and business growth.
Overview
13
13
years of professional experience
Work History
CRM-Team Leader
Adani Reality-Belvedere Golf and Country Club
Ahmedabad
08.2023 - Current
- Developed and maintained key relationships with clients, understanding their needs providing solutions to meet them.
- Handling the membership and booking enrollment process.
- Handling HNI customers and queries regarding membership.
- Complaints handling and closure (Nature of complaints: VOC Portal, CRM Portal, Pre-Escalations, Post-Sales Escalations, Legal Complaints).
- Generating Referral leads from existing customers.
- Post sales co-ordination.
- Revenue generation through AMC.
- Customer Retention
- Managed member databases to ensure accurate and up-to-date information.
- Coordinated with marketing teams to design targeted communication campaigns for members.
Head Of CRM
Porsche Centre Ahmedabad
Ahmedabad
10.2021 - 08.2023
- Monitor relationships with existing customers through CRM systems.
- Overseeing the relationship with customers handled by your team.
- Resolving customer complaints quickly and efficiently
- Keeping customers updated on the latest products to increase sales.
- Customer experience and capture data across all key touchpoints of the business,
- Assists in the delivery of new and used vehicles.
- Maintenance schedule and proper use of the vehicle's features.
- Handling Employee Database (Both in Soft Form and Files Management)
- Maintain showroom appearance, including organization and decorum.
- Handling the payroll.
Customer Relationship Manager
Audi Ahmedabad
11.2018 - 10.2021
- Build and maintaining profitable relationships with key customers.
- Oversee the relationship with customers handled by your team.
- Keep customers updated on the latest products to increase sales.
- Handle customer's concern, analyze root cause and take improvement activities.
- Resolve customer complaints quickly and efficiently.
- Lead generation for potential customers.
- Assists in the delivery of new and used vehicles.
- Handle Showroom decorum.
Accessories Manager & Customer Relation Specialist
Jaguar Land Rover
11.2015 - 11.2018
- Ensure all customers' voice is promptly reported to dealer management.
- Managing, building and maintaining strong relationships with the organization
- Resolving customer complaints brought to your attention
- Supervises all vehicle deliveries
- Ensuring that each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safety
- Ensures that the shelves of a retail store are stocked with products and displays them accordingly for customers.
- Inventory levels, report any issues or shortages to management and clean up unwanted items from flagrant violations in-store decorum
Customer Relationship Manager
Planet Hyundai
Ahmedabad
03.2013 - 11.2015
- Supervises all vehicle deliveries.
- Ensuring that each customer is informed of the vehicle's delivery confirmation.
- Maintenance requirements, and features, particularly those related to safety.
- Handle customer's concern, analyze root cause and take improvement activities.
- Processing orders and transactions
- Delivering information about a company's offerings.
- Collecting and analyzing customer feedback.
Education
Draftsman Mechanical - Mechanical
Industrial Training Institute
Ahmedabad, GJ01.2013
Intermediate -
NIOS
GujaratMatriculation -
Kendriya Vidhyalaya
New Delhi, DLSkills
- Data analysis and reporting
- Client onboarding processes
- Team leadership
- Customer retention strategies
- Marketing management
- Effective communication
- Problem-solving abilities
- Sales expertise
- Relationship building
- CRM systems
- Client engagement
- Marketing coordination
Timeline
CRM-Team Leader
Adani Reality-Belvedere Golf and Country Club
08.2023 - Current
Head Of CRM
Porsche Centre Ahmedabad
10.2021 - 08.2023
Customer Relationship Manager
Audi Ahmedabad
11.2018 - 10.2021
Accessories Manager & Customer Relation Specialist
Jaguar Land Rover
11.2015 - 11.2018
Customer Relationship Manager
Planet Hyundai
03.2013 - 11.2015
Draftsman Mechanical - Mechanical
Industrial Training Institute
Intermediate -
NIOS
Matriculation -
Kendriya Vidhyalaya