Pooja G.R
Bangalore
Summary
Dynamic Customer Relationship Executive with proven expertise in SAP and exceptional problem-solving skills. At ICT Service Management, I successfully managed escalations, enhancing customer satisfaction and turnaround time. Adept at cross-functional coordination and data analysis, I thrive on building strong client relationships and driving process improvements for optimal performance.
Overview
10
10
years of professional experience
Work History
Customer Relationship Executive
Customer Relationship Executive – ISUZU Dealership Operations (Trident Automobiles Pvt Ltd & Pistil
Bangalore
04.2018 - Current
- Managed end-to-end customer lifecycle from enquiry to vehicle delivery, ensuring high customer satisfaction
- Handled customer enquiries from web and calls, validated leads, and coordinated follow-up with sales teams to enhance lead conversion.
- Resolved customer complaints through effective communication and problem-solving.
- Resolved customer queries and feedback via calls and email, maintaining strong relationship management
- Assisted customers with inquiries about vehicle features and services.
- Processed vehicle orders with OEM and coordinated with sales, finance, and stock teams for timely fulfillment
- Prepared detailed vehicle quotations including ex-showroom price, tax, and insurance
- Facilitated vehicle registration, insurance, FASTag activation, and HSRP processes to ensure compliance and streamline delivery.
- Coordinated with OEM and internal teams for stock availability, color allocation, and offer management
- Tracked enquiries, test drives, bookings, and conversions; compiled and shared MIS and productivity reports with management for informed decision-making.
- Monitored pending payments, invoicing, and ensured accuracy in billing and documentation
- Prepared logistics and delivery reports to track vehicle movement and ensure timely handover
- Managed service appointments and coordinated with technicians for timely assistance.
- Handled team queries, backlog tracking, and trained new employees for efficient onboarding
- Maintained audit reports, ensured OEM compliance, and supported audit activities
Business Support Officer
ICT Service Management Solution India Private Limited
Bangalore
04.2017 - 03.2018
- Managed end-to-end customer escalations, ensuring timely resolutions through coordination with clients, field teams, and warehouse teams to enhance customer experience
- Monitored and ensured on-time resolution of escalations, resulting in faster turnaround times and improved customer satisfaction
- Coordinated cross-functionally with clients, field teams, and warehouse operations to drive faster closure of service-related escalations
- Addressed wrong spare part issues by validating and analyzing root causes, implementing corrective actions to minimize recurrence of errors
- Maintained and published MIS reports and escalation trackers for management and field teams, enhancing performance visibility and facilitating follow-ups
Customer Care Association
Kandy Data Management Services Limited
Bangalore
09.2016 - 03.2017
- Respond promptly and professionally to incoming customer inquiries in person, by telephone, or by email and maintain the turnaround time for customer escalations.
- Establish and maintain good rapport with customers by using positive language and anticipating their needs.
- Addressed customer concerns to foster trust and loyalty, maintaining positive relationships with organization.
- Monitored customer satisfaction levels, developing targeted methods to enhance customer experience.
- Ensured timely delivery of product to customers while adhering to their requirements and specifications by coordinating with shared services team on customer pricing, order requirements, and routing.
- Coordinated with the call center team to address and update concerns regarding part availability and related issues.
- Coordinated field support locations and generated tax invoices in SAP, ensuring accurate and timely billing.
- Help assess current processes and develop updated processes, within my team, to improve efficiency and accuracy.
Education
B.C.A -
Bangalore University
01-2016
P.U.C (PCMB) -
Department of Pre-University Education
Karnataka01-2013
S.S.L.C -
Karnataka Secondary Education Examination Board
01-2011
Skills
- Customer Relations
- Client Engagement
- Relationship management
- Escalation management
- Complaint handling
- Order processing
- CRM Software
- Data analysis
- Data collection
- Performance tracking
- Cross-functional collaboration
- Problem solving
- MS Office
Languages
- Kannada
- English
- Kannada
Disclaimer
I hereby declare that the above given information is correct to my best knowledge.
Place
Bangalore, Karnataka
Personal Information
- Father's Name: Ramakrishnegowda
- Date of Birth: 10/20/95
- Marital Status: Married
Timeline
Customer Relationship Executive
Customer Relationship Executive – ISUZU Dealership Operations (Trident Automobiles Pvt Ltd & Pistil
04.2018 - Current
Business Support Officer
ICT Service Management Solution India Private Limited
04.2017 - 03.2018
Customer Care Association
Kandy Data Management Services Limited
09.2016 - 03.2017
B.C.A -
Bangalore University
P.U.C (PCMB) -
Department of Pre-University Education
S.S.L.C -
Karnataka Secondary Education Examination Board