Priyank Chauhan
New Delhi
Summary
Dynamic Corporate Customer Relations Manager with a proven track record at Sony India Pvt. Ltd., excelling in customer relationship management and process improvement. Adept at resolving escalations and enhancing service quality, I leverage strong communication and innovative problem-solving skills to drive customer retention and operational efficiency.
Overview
16
16
years of professional experience
Work History
Corporate Customer Relations Manager
Sony India Pvt. Ltd.
01.2010 - Current
- Analyzed customer data, feedback, and escalation trends to improve service quality and customer retention.
- Handled customer escalations, technical queries, and legal notices with a solution-oriented approach.
- Managed coordination with Customer Care Centres and Pan-India service partners to ensure timely issue resolution and TAT adherence.
- Monitored high-aging repair cases and implemented corrective actions to improve Repair TAT%.
- Prepared and presented MIS, KPI dashboards, and escalation reports to Corporate Office and Management.
- Coordinated with Area Service Managers, Branch Managers, and Regional Heads to maintain service performance.
- Conducted service reviews with management to evaluate performance
- Management (ASI/BSI/RSM) to identify gaps and drive process improvements.
- Managed special approvals (exchange, discount, refunds) as per Management guidelines.
- Conducted service centre and dealer visits to assess market challenges and service efficiency.
- Supported business development by promoting Sony products and identifying upsell opportunities.
Service Executive
Intelenet Global Services Pvt. Ltd.
- Resolved customer escalations for Vodafone postpaid connections, ensuring timely resolutions.
- Handled escalated customer issues, ensuring rapid resolution.
- Monitored call quality, customer interactions, and KPIs to ensure service excellence.
- Supervised call center executives to meet service and productivity targets consistently.
- Trained team on processes and new offerings to enhance service delivery.
- Analyzed call quality, providing feedback to executives for performance improvement.
- Led team of 20 members to enhance operational efficiency.
- Prepared daily and weekly MIS reports, sharing performance insights with management.
Data Operator (Data verification and computer operator)
TACTICAL VALUE TECHNOLOGY SOLUTIONS Pvt. Ltd.
- Ensured accuracy of data within company databases and systems through diligent updates, supporting reliable decision-making.
- Verified data accuracy across platforms, implementing necessary corrections promptly.
- Conducted regular audits to ensure completeness and consistency of all data.
- Reviewed customer orders for compliance with established data entry specifications.
- Collaborated with internal teams to resolve discrepancies in data entries, enhancing overall data integrity.
- Created reports to meet teams' data-related needs, facilitating informed actions and strategies.
- Upheld confidentiality and adhered to data security standards throughout processes.
Education
B-Tech - Electrical & Electronics
College of Engineering Roorkee
01.2005
12th -
10th -
Skills
- Customer relationship management
- Escalation management
- Process improvement
- Quality improvement
- Leadership
- Organizational skills
- Time management
- Problem solving
- Innovative problem-solving
- Presentation delivery
- Strong communication
- Effective communication
- Self-motivated
- Quick learner
- Motivational mindset
Accomplishments
- Promoted in the Core team of Digital Imaging as a Technical Support Executive.
- Promoted in the Web Support Team as a Team Leader to take care of customers' emails.
- Promoted in the CCD (Customer Centric Division) Department as a Corporate Customer Relations Executive.
Languages
- Hindi
- English
- Hindi
Disclaimer
I hereby declare that all the data and information provided above are true and correct to the best of my knowledge and I hold responsible myself for any irregularities if found.
Key Skills And Attributes
- Self-motivated with leadership qualities.
- Excellent organizational and time management skills.
- Quick Learner & Result orientated.
- Good team player, follower, listener and observer.
- Strong communication skills.
- High ability to create innovative solutions.
- Professional in presenting ideas and projects, either manually or using computer software.
- Zeal to Learn and do some new tasks with high motivation.
- Strong Will Power and Optimistic nature.
Personal Information
- Passport Number: S0613030
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Corporate Customer Relations Manager
Sony India Pvt. Ltd.
01.2010 - Current
Service Executive
Intelenet Global Services Pvt. Ltd.
Data Operator (Data verification and computer operator)
TACTICAL VALUE TECHNOLOGY SOLUTIONS Pvt. Ltd.
B-Tech - Electrical & Electronics
College of Engineering Roorkee