NEETU CHAWLA

• Customer Satisfaction Oversight: Managed customer satisfaction for the North Regional Office in Chandigarh, covering Haryana, Punjab, Himachal, Jammu & Kashmir.
• Staff Training: Conducted training for dealership staff on customer service and complaint handling.
• Dealer Team Guidance: Monitored and guided dealer teams on handling and updating customer complaints.
• On-the-Job Training and Quality Audits: Performed on-the-job training and quality audits at dealerships with the field team.
• CSI Tracking: Tracked Customer Satisfaction Index (CSI) and implemented strategies to maintain top scores for the region.
• PI Planning: Acted as a squad owner in PI Planning for RSA Operations to enhance customer experience.

• Call Center Management: Led a technical team of 40 members, overseeing operations and performance.
• Soft Skills Development: Designed and implemented training programs for both non-technical and technical teams.
• Coaching and Mentoring: Provided guidance and training to enhance team performance and job skills.
• Service Process Improvement: Defined service processes and led digitization of the ticketing system (Zendesk).
• Crisis Management: Effectively managed and expedited legal and critical customer complaints.
• CRM Tool Development: Created a CRM solution to manage over 100,000 customers.
• Workflow Optimization: Established and streamlined processes to ensure efficient organizational workflow.
• Customer Feedback Analysis: Analyzed feedback data to develop actionable plans for service improvement.
• Quality Audit and Training: Conducted soft skill training, quality audits, and calibration for call center and field teams.
• Field Team Training: Interviewed and trained field team members on customer handling and service excellence.

ed Customer Care Operations: Oversaw Northern and Southern zones for Sales & Service.

• Complaint Management: Ensured all complaints were registered in Salesforce; analyzed complaint data to reduce issues and develop action plans.
• Process Coordination: Coordinated with the Area Office team to investigate and analyze complaint reasons.
• Performance Review: Reviewed bottom-performing dealers monthly with the field team; conducted internal complaint reviews fortnightly.
• Training and Support: Identified training needs for dealer teams and provided support for understanding the complaint management process; conducted All India Dealer CRM training on customer care.
• Social Media & Helpline: Handled social media and consumer helpline cases, ensuring timely customer responses.

• Customer Satisfaction Oversight: Managed Delhi NCR after-sales service outlet, achieving top-3 All India Customer Satisfaction Score.
• Escalation Management: First CRM appointed at Mahindra, handling escalations with 90% acknowledgment within 2 hours and qualitative closure within 48 hours.
• Training and Development: Conducted 14 full-day CRM training programs and 2 on-the-job training sessions at dealerships.

• Customer Satisfaction Oversight: Managed customer satisfaction for the North Regional Office in Chandigarh, covering Haryana, Punjab, Himachal, Jammu & Kashmir.

• Dealer Team Guidance: Monitored and guided dealer teams on handling and updating customer complaints.
• On-the-Job Training and Quality Audits: Performed on-the-job training and quality audits at dealerships with the field team.