Priyanka Aaditya Nadar
Mumbai
Summary
Astute Customer Relations Manager adept at proactively addressing escalated complaints to restore satisfaction. Supports team members with consistent communication and clear policies for managing common issues. Experienced Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Bringing 17 years of business operations experience in Automobile Industry in Sales & Service. Adept at all level of customer service i.e. Pre-Sales, Post Sales & after Sales business in automobile industry. Effective people manager and big-picture thinker. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
16
16
years of professional experience
Work History
Group Head - Customer Relationship Manager
Wasan Motors Tata
Mumbai
08.2022 - Current
- Concern resolution and action planning- implementation of corrective action and act in case of non-adherence
- Tracking repetitive concern areas through D+7 calling
- Design preventive action plan to reduce recurrence of similar type of complaints in future
- Preparing Root cause analysis for each complaint
- Monitoring TAT adherence for complaint closure i.e., 24 Hrs
- Conducting random Audits - Showroom Display, Tele-in call response, Test Drive Vehicle & Process adherence, Booking files commitment on Expected date of delivery, Delivery Planner adherence etc
- As per TMPL Guidelines
- Monitoring SSI Scores of the dealership (D+7 & D+19 days calling) And tracking customer voice internally to secure good score in PSF calling by TATA
- Ensuring training coverage and certification of entire dealership sales and sales support staff through LMS as per TMPL Guidelines
- Monitoring CPTV
- Ensuring External Digital leads are followed up 100% with maximum ETB ratio.
- Monitoring service schedule appointment for achievement of desired labour & parts target.
- Focusing on promotion of Value added packages such as AMC, Extended Warranty, Campaign achievement etc.
- CSI & CPTV monitoring for Sales & Service.
Inside Sales Trainer
AMPA Orthodontics: Skinnsi
Mumbai
06.2021 - 07.2022
- Conduct skills gap analyses to identify areas of improvement
- Onboard new salespeople
- Coordinate individual and team performance review sessions to discuss strengths and weaknesses
- Monitor sales objectives and results weekly basis
- Improve Sales Counsellor performance: BQ performance enhancement
- SOP Audits & Correction of process gap on real time basis
- Maintain and update records of training material
- Call Audits & Feedback session with Counsellor
- Conducting refresher training on quarterly basis
- Develop material required for training for example outline, handouts, etc
- Ability to motivate others to improve their skills
- Outstanding coaching and sales skills
- Excellent time management and customer service skills
- Excellent presentation skills
- Great interpersonal and organizational skills
- Ability to multitask as and when required.
Business Development Manager
Alpha Carbonless Paper Mfg. Co. Pvt. Ltd.
Mumbai
02.2020 - 05.2021
- Contacting Potential clients to establish rapport & arrange meetings
- Planning & overseeing new marketing initiatives
- Finding and developing new markets & improving sales
- Developing quotes & proposals for clients
- Training personnel and helping team members to develop their skills.
Group Training Manager
Ritu Automobiles Pvt. Ltd.
Mumbai
04.2016 - 01.2020
- Collaborate with management to identify company training needs
- Schedule appropriate training sessions
- Oversee and direct seminars, workshops, individual training sessions, and lectures
- Prepare hard copy of training materials such as module summaries, videos and presentation
- Train and guide new employees
- Develop monitoring system to ensure that all employees are performing job responsibilities according to training
- Ensuring Online Training module completion 100%.
Training Manager
Apex Honda
Mumbai
06.2012 - 03.2016
- Developing a schedule to assess training needs
- Conduct employee surveys and interviews
- Consult with other managers, and team leaders for training needs
- Maintain a database of all training materials
- Review employee performance and learning
- Imparting Induction Training
- On Job training on Vehicle sales.
Sr. Sales Consultant Showroom Sales
Shaman Downtown
Mumbai
01.2012 - 05.2012
- Building business by identifying and selling prospects; maintaining relationships with customer
- Meeting monthly sales numbers
- Demonstrates advanced products knowledge
- Generates new leads by meeting with consumers
- Follows up with any prospect to make sure that they are satisfied with product
- Understands how to make products appeal to consumers based on the environment and current trends
- Demonstrates advanced sales knowledge
- Always looks for new ways to make products attractive to customers.
Team Leader & Certified Sales Trainer
Shinrai Toyota
Mumbai
04.2009 - 12.2011
- Handling team of Sales Consultants (4 No.s)
- Implementation of Web Based Dealer Operation Centralized Database
- Conducting Training (Product and Process) for all sales officers and team leaders
- Knowledge of C- TDMS of Toyota
- Organizing Daily meetings with the sales staff
- Planning Target for Team
- Handling CBU customers
- Conducting Monthly Knowledge Test for all sales staff
- Interaction & Communication with the Principal Company
- Monitoring Key Performance Indicator (SPMBoard, Delivery Scheduling Board etc.).
Customer Relationship Executive (Service)
Arya Honda
Mumbai
12.2007 - 03.2009
- Opening job cards
- Attending Customers
- Allotting jobs Cards to Service Advisor
- Selling Extended warranty claims
- Selling A
- M
- C
- Contracts
- Arranging Pick Up and Drop Service for Customers
- Attending Incoming Call
- Doing Outgoing Calls
- Doing Post Sales Follow Up
- Handling and Resolving Customer Concerns
- Taking Daily Service Appointments of Customers.
Education
American Hotel and lodging online training Programme -
01.2013
Diploma - Aviation, Hospitality, Travel and Tourism Management
Frankfinn Institute of Air Hostess
09.2008
B.A. with Honors -
Mumbai University
01.2007
IT Course - Diploma in MS-Office and Tally 7.2 and Basic application in computers
Skills
- Customer Service
- Reports Generation
- Decision-Making
- Customer Surveys
- Project Management
- CRM Software
- Customer Needs Assessment
- Process Improvement
- Customer Relationship Management
- Team Member Training
- Strong Work Ethic
- CRM Tracking
- Strong leadership
- Training and mentoring
- Quality Assurance
- Attention to Detail
- Cross-Selling and Up-Selling
- Team Management
Career Focus
Aiming for position of Head Customer Relationship Manager or Training Head with a reputed people-driven and growth-oriented organization.
Accomplishments
- Achieved Number 1 rank in CX performance at Tata Motors for FY 2023-2024
- Qualified for Deep parameters in CX Performance at Tata Motors for FY 2024-2023
- Awarded with Titan Badge for successfully completing i-Training.
- Level 2 Certification exam topped in entire west zone.
- Level 1 Certified Exclusive Dealer Trainer from Honda (85%).
- Certified Trainer from Toyota.
Personal Information
- Date of Birth: 10/03/86
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
Timeline
Group Head - Customer Relationship Manager
Wasan Motors Tata
08.2022 - Current
Inside Sales Trainer
AMPA Orthodontics: Skinnsi
06.2021 - 07.2022
Business Development Manager
Alpha Carbonless Paper Mfg. Co. Pvt. Ltd.
02.2020 - 05.2021
Group Training Manager
Ritu Automobiles Pvt. Ltd.
04.2016 - 01.2020
Training Manager
Apex Honda
06.2012 - 03.2016
Sr. Sales Consultant Showroom Sales
Shaman Downtown
01.2012 - 05.2012
Team Leader & Certified Sales Trainer
Shinrai Toyota
04.2009 - 12.2011
Customer Relationship Executive (Service)
Arya Honda
12.2007 - 03.2009
American Hotel and lodging online training Programme -
Diploma - Aviation, Hospitality, Travel and Tourism Management
Frankfinn Institute of Air Hostess
B.A. with Honors -
Mumbai University
IT Course - Diploma in MS-Office and Tally 7.2 and Basic application in computers
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