Rahul R V
Trivandrum
Summary
Dynamic Customer Care Manager with proven expertise at Pothens Hyundai in elevating customer satisfaction through effective issue resolution and staff training. Skilled in performance evaluation and process improvement, I consistently deliver exceptional service and foster strong client relationships, ensuring seamless vehicle delivery and engagement initiatives that enhance customer loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Marikar Honda
Trivandrum
10.2021 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Conducted research and reviewed findings to solve customer issues.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Conducted training and offered staff development opportunities to decrease process lags.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Cashier
Hercules Maruthi
Trivandrum
01.2019 - 02.2021
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Processed customer payments quickly and returned exact change and receipts.
Customer Care Manager
Pothens Hyundai
Trivandrum
02.2018 - 12.2019
- Planning the delivery of the new vehicles for the customer.
- Ensuring a warm welcome for the incoming customer.
- Managing customer complaints and providing the solution.
- Ensuring perfect delivery of the new vehicle to the customers.
- Maintained up-to-date knowledge of company products and services, promotions, pricing plans.
- Designed initiatives aimed at increasing customer engagement with the company's services or products.
- Conducted regular performance reviews of customer service representatives.
Tour Executive
Palazhy Holidays
Trivandrum
01.2015 - 11.2017
- Tour Itinerary Planning.
- Ensuring hotel and restaurant facility for the customer.
- Arrangements for transport.
- Ensuring safety of the customers.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Managed booking process from start to finish ensuring accuracy of customer data and payment details.
- Developed and implemented tour packages for clients to ensure they experienced the best of their destination.
- Acquired tickets and fees from individuals and larger groups prior to start of tour.
Cargo Supervisor
Celebi NAS
Mumbai
11.2012 - 12.2014
- Computed aircraft's gravity to determine allowed quantity and orientation of cargo allowed.
- Implemented security measures designed to prevent theft or loss of goods during transit or storage periods.
- Maintained accurate records of incoming and outgoing cargo in accordance with organizational procedures.
- Performed regular inspections of equipment used for transporting goods; performed preventive maintenance when necessary.
- Reviewed invoices from vendors to ensure accuracy of charges before submitting payment requests.
- Adhered to airline cargo policies, monitored operations and reported discrepancies to management for review.
Education
Bachelor of Commerce -
Pune University
Pune 03-2012
High School Diploma -
Private
Trivandrum03-2009
High School Diploma -
KV RHE
Pune 03-2006
Skills
- Customer service
- Issue resolution
- Client relationship management
- Quality assurance
- Staff training
- Data analysis
- Communication skills
- Conflict resolution
- Process improvement
- Team coordination
- Escalation management
- Performance evaluation
- Time management
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Malayalam
Beginner (A1)
A1
Marathi
Beginner (A1)
A1
Timeline
Customer Service Manager
Marikar Honda
10.2021 - Current
Cashier
Hercules Maruthi
01.2019 - 02.2021
Customer Care Manager
Pothens Hyundai
02.2018 - 12.2019
Tour Executive
Palazhy Holidays
01.2015 - 11.2017
Cargo Supervisor
Celebi NAS
11.2012 - 12.2014
Bachelor of Commerce -
Pune University
High School Diploma -
Private
High School Diploma -
KV RHE
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