REKHA KUMARI BULCHANDANI
Customer Care Manager
Mumbai
Summary
Dedicated to delivering exceptional customer service and fostering a customer-centric environment with over 12 years of experience in the automotive industry. Proven expertise in engaging diverse customer profiles and ensuring their needs are met with precision and care. Skilled in supervising operations, reviewing sales figures, managing costs, and overseeing stock levels to optimize performance. Adept at maintaining accessories inventory control, contributing to overall business efficiency and customer satisfaction.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Customer Care Head
Tejpal MG
Thane, India
10.2025 - Current
- Led and managed the CRM function within the dealership, overseeing a team to ensure high standards of customer satisfaction and retention.
- Supervised daily operations of customer interactions across sales and service, ensuring timely resolution of queries and complaints.
- Handled critical customer escalations, ensuring prompt resolution while maintaining customer trust and brand reputation.
- Developed and implemented customer retention and engagement strategies, improving repeat business and service visits.
- Coordinated with sales, service, and all departments ensure a seamless end-to-end customer experience.
- Monitored team performance through KPIs such as customer satisfaction (SSI), response time, and lead conversion, and took corrective actions where required.
- Ensured accurate usage and maintenance of CRM systems, including data management, follow-ups, and reporting.
- Organized team workflow, allocated tasks, and ensured optimal staffing for efficient operations.
- Trained, mentored, and motivated team members to enhance productivity and maintain service quality standards.
- Reviewed customer feedback and implemented process improvements to enhance overall customer experience.
CUSTOMER CARE HEAD
Landmark MG
Mumbai, India
07.2024 - 06.2025
- Led the CRM function at the dealership, managing a team to ensure high levels of customer satisfaction and retention.
- Supervised daily CRM operations across sales and service departments, ensuring timely resolution of customer queries and complaints.
- Handled critical customer escalations and ensured effective resolution while maintaining brand image and customer trust.
- Developed and implemented customer engagement and retention strategies to improve repeat business and service visits.
- Coordinated with sales, service, and delivery teams to ensure a seamless customer journey from inquiry to post-delivery support.
- Monitored key performance indicators (KPIs) such as customer satisfaction (SSI), response time, and follow-up efficiency.
- Ensured accurate data management and reporting within the CRM system.
- Managed team workflow, task allocation, and staffing to maintain smooth operations.
- Trained and mentored team members to improve performance and service quality.
- Analyzed customer feedback and implemented process improvements to enhance overall customer experience.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Created customer support strategies to increase customer retention.
CCM
Modi Hyundai
04.2023 - 06.2024
- Monitor & review sales process at the dealership
- Lead a team successfully and achieved the set goals
- Monitor Call tracking for responses from administrative team so call returns are done in a timely fashion
- Communicate clearly and effectively with participants
- Provide quality Customer service on every call
- Solve complaints of customers
- Monitor Daily DMS (Dealer ManagementSystem)
- Take Care of Daily Calling
- Intervene to clarify the doubts and resolve theissue
- Maintain Proper Documents
- Try to increase the ratings of the outlet by providing good service to the customers
- Effective Coordination with various department inorder to smooth functioning
Sales Quality Manager
Viva Honda
Mumbai
05.2017 - 06.2019
- Monitor & review sales process at the dealership
- Lead a team successfully and achieved the set goals
- Monitor Call tracking for responses from administrative team so call returns are done in a timely fashion
- Communicate clearly and effectively with participants
- Provide quality Customer service on every call
- Solve complaints of customers
- Monitor Daily DMS (Dealer ManagementSystem)
- Take Care of Daily Calling
- Intervene to clarify the doubts and resolve theissue
- Maintain Proper Documents
- Try to increase the ratings of the outlet by providing good service to the customers
- Effective Coordination with various department inorder to smooth functioning
- Improved quality processes for increased efficiency and effectiveness.
Sales Quality Manager
Aspen Honda
Vadodara
10.2016 - 05.2017
- Monitor & review sales process at the dealership
- Lead a team successfully and achieved the set goals
- Monitor Call tracking for responses from administrative team so call returns are done in a timely fashion
- Communicate clearly and effectively with participants
- Provide quality Customer service on every call
- Solve complaints of customers
- Monitor Daily DMS (Dealer ManagementSystem)
- Take Care of Daily Calling
- Intervene to clarify the doubts and resolve theissue
- Maintain Proper Documents
- Try to increase the ratings of the outlet by providing good service to the customers
- Effective Coordination with various department inorder to smooth functioning
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Managed and archived quality documentation and participated in internal and external quality audits.
Sales Quality Manager
Rudraksh Honda
Ajmer
12.2013 - 09.2016
- Monitor & review sales process at the dealership
- Lead a team successfully and achieved the set goals
- Monitor Call tracking for responses from administrative team so call returns are done in a timely fashion
- Communicate clearly and effectively with participants
- Provide quality Customer service on every call
- Solve complaints of customers
- Monitor Daily DMS (Dealer ManagementSystem)
- Take Care of Daily Calling
- Intervene to clarify the doubts and resolve theissue
- Maintain Proper Documents
- Try to increase the ratings of the outlet by providing good service to the customers
- Effective Coordination with various department inorder to smooth functioning
Accessories Manager
Yash Motors
05.2011 - 12.2013
- Managed end-to-end operations of the accessories store, including ordering, receiving, inventory control, and distribution of automobile accessories.
- Maintained accurate records of stock, materials, and transactions, ensuring proper documentation and compliance with company procedures.
- Assisted customers in selecting suitable automobile accessories based on their requirements, providing product knowledge and usage benefits.
- Handled customer inquiries and provided alternative solutions when required accessories were unavailable.
- Ensured effective display and merchandising of accessories to enhance visibility and drive sales.
- Monitored inventory levels, conducted monthly stock audits, and maintained optimal stock availability.
- Set and achieved monthly sales targets, contributing to overall dealership revenue growth.
- Coordinated with sales, service, and procurement teams for smooth operations and stock management.
- Managed front counter operations, handling both retail and wholesale customers efficiently.
- Engaged with customers through calls and emails to promote accessories and increase sales conversions.
- Reviewed sales performance, costs, and stock movement regularly to meet budget and profitability targets.
- Maintained strong communication with customers and vendors in a multi-cultural business environment.
Education
Master of Arts - History
MDS University
Ajmer06-2016
Bachelor of Arts - History
MDS University
Ajmer06-2014
Skills
Customer Relationship Management (CRM)
Team Leadership & People Management
Customer Retention & Escalation Handling
Dealership Operations Coordination
Sales & Customer Engagement
KPI Monitoring & Performance Management
Lead Lifecycle & Follow-up Management
Process Improvement & Problem Solving
CRM Software, MS Excel & Data Management
Stakeholder & Client Relationship Management
Accomplishments
- Consistently achieved SSI targets across multiple periods, demonstrating strong performance in customer satisfaction.
- Secured Top Rank for outstanding performance.
- Awarded Best Sales Quality Manager for excellence in customer satisfaction and process quality.
- Recognized with multiple SSI (Sales Satisfaction Index) Awards, including top rankings in the West Zone.
- Successfully achieved targets across multiple quarters, ensuring consistent performance.
- Earned international incentive trips for exceptional target achievement and performance excellence.
- Received Certificate of Merit for participation in the final round of the National SQM Contest.
Interests
Reading, Listening Music, Singing & Traveling
TRAINING
- Successfully Attained Multi-Brand Training
Disclaimer
Declaration
I hereby confirm that the information furnished above is true and correct to the best of my knowledge and belief.
Place: Mumbai
Date: 3/4/2026
Timeline
Customer Care Head
Tejpal MG
10.2025 - Current
CUSTOMER CARE HEAD
Landmark MG
07.2024 - 06.2025
CCM
Modi Hyundai
04.2023 - 06.2024
Sales Quality Manager
Viva Honda
05.2017 - 06.2019
Sales Quality Manager
Aspen Honda
10.2016 - 05.2017
Sales Quality Manager
Rudraksh Honda
12.2013 - 09.2016
Accessories Manager
Yash Motors
05.2011 - 12.2013
Master of Arts - History
MDS University
Bachelor of Arts - History
MDS University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Intermediate (B1)
Hindi
Bilingual or Proficient (C2)
sindhi
Bilingual or Proficient (C2)
Work Preference
Work Type
Full TimeLocation Preference
HybridOn-SiteRemoteImportant To Me
Work-life balanceCareer advancementHealthcare benefitsSoftware
CRM Software (Tata CRM, Honda CRM, MG CRM, Hyundai CRM
MS Excel
MS Word
MS PowerPoint
DMS (Dealer Management System)
Email & Communication Tools (Outlook, Gmail)
Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake