RAHUL JHUNJHUNWALA
Summary
Experienced professional in Client Relationship Management with over 3 years at Maruti Suzuki India Limited. Skilled in managing nationwide complaints with stakeholders. Proficient in CRM tools and client service software. Known for exceptional organizational skills in data management, report preparation, and maintaining interaction logs, driven by tangible impact on others.
Overview
4
4
years of professional experience
Work History
Senior Associate
Concentrix
04.2022 - Current
- Direct Stakeholder Interaction: Engaged directly with key stakeholders to identify and resolve issues, ensuring alignment with business goals. Collaborated with cross-functional teams to implement corrective actions based on stakeholder feedback and Complaint data analysis. Facilitated clear communication to address concerns, provide updates, and ensure that stakeholder expectations were met. Played a key role in building strong relationships with stakeholders, improving satisfaction and promoting long-term collaboration.
- Complaint Quality CHECK: Conducted thorough reviews of customer complaints to ensure compliance with company policies and quality standards. Identified recurring issues and provided feedback for process improvements. Ensured timely resolution of complaints while maintaining a high level of customer satisfaction.
- SOP Design and Implementation: Developed and implemented comprehensive Standard Operating Procedures (SOPs) to streamline processes and ensure operational efficiency. Analyzed current workflows, identified areas for improvement, and documented clear, step-by-step guidelines for teams. Collaborated with cross-functional departments to ensure SOPs aligned with company policies and industry standards. Trained staff on newly designed SOPs to ensure smooth adoption and consistent execution across all levels. Regularly reviewed and updated SOPs to reflect process changes and improvements with internal stakeholder and clients.
- Complaint Lifecycle Management with Stakeholder Engagement: Led the end-to-end management of customer complaints, coordinating with stakeholders to ensure timely and effective resolution. Acted as a primary point of contact between customers, internal teams, and external stakeholders to address concerns and align on solutions. Engaged with stakeholders to understand the root causes of issues, provided regular updates, and ensured transparent communication throughout the complaint resolution process. Monitored and analyzed complaint trends, presenting insights and recommendations to stakeholders for process improvements and risk mitigation. Ensured compliance with service level agreements (SLAs) while maintaining a strong focus on customer satisfaction and continuous improvement.
- Maruti Suzuki NCH & Top Management (M.D. Office management): Led the National Customer Handling (NCH) team at Maruti Suzuki, ensuring efficient management of customer complaints and escalations. Collaborated closely with top management to provide regular updates on customer feedback, complaint trends, and actionable insights for strategic decision-making. Coordinated with cross-functional teams to resolve high-priority customer issues, ensuring timely and satisfactory resolutions in line with company standards. Developed and implemented process improvements based on feedback from top management and customers, driving operational efficiency and enhancing customer satisfaction. Played a key role in aligning NCH team performance with the company's strategic goals, ensuring clear communication and accountability across all levels.
- Complaint Data Management: Collected, organized, and analyzed complaint data to identify trends, root causes, and areas for improvement. Maintained comprehensive records of customer complaints, ensuring accurate and timely entry into the complaint management system. Developed and generated reports for management to track performance metrics, resolution times, and customer satisfaction levels. Collaborated with cross-functional teams to implement data-driven solutions, enhancing the complaint handling process and customer experience.
Associate
Tech Mahindra
06.2021 - 02.2022
- Handled customer service calls across India, resolving inquiries and providing support to ensure customer satisfaction.
- This emphasizes your experience in managing customer interactions on a national scale.
Education
Class 12 - Commerce
TANTIA HIGH SCHOOL
WBBCOM (H) - Bachelor of Commerce (Honors)
UMES CHANDRA COLLEGE
C.UExecutive MBA -
Indian Institute of Management (IIM)
UdaipurSkills
Microsoft Excel
Data Entry and Management
Strong Communication Skills
Team Collaboration
Problem-solving
Time Management
CRM Handling
Communication
Problem-solving
Time Management
Teamwork
Roles And Responsibilities
- Internal stakeholder communication for business intelligence & campaign execution.
- Create Leads through Database marketing.
- Fulfill Customer Survey targets for internal scorecards & analysis.
- Complaint Management Strategy.
- Project Management for Enterprise-Wide CRM Platform: Business requirement elicitation, monitoring agile development, user acceptance testing, training and final implementation.
- Monitoring Adoption and optimizing License utilization, operational maintenance as POC between business and IT stakeholders.
- Enabling business integration as POC between business, in-house Data Science and IT teams to connect independent data tables across businesses.
Activities
- Playing a key role as Contact Center strategy, my work forms a backbone for Maruti Suzuki's customer-centric way of life.
- Driving key customer touch-points including Inbound Toll-Free helplines, Corporate Email, Social, Website, Telephonic Surveys and Database Marketing for Arena, NEXA, True Value & Commercial channels through Contact centers.
Timeline
Senior Associate
Concentrix
04.2022 - Current
Associate
Tech Mahindra
06.2021 - 02.2022
Class 12 - Commerce
TANTIA HIGH SCHOOL
BCOM (H) - Bachelor of Commerce (Honors)
UMES CHANDRA COLLEGE
Executive MBA -
Indian Institute of Management (IIM)