Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies
Timeline
Generic
Sakshi Chadha

Sakshi Chadha

Customer Experience
New Delhi

Summary

Results-driven professional with a strong background in process automation and business process analysis, delivering customized solutions that enhance performance and reduce costs while adhering to budget constraints. Expertise in marketing communication across various channels, including SMS, RCS, WhatsApp, and Email, ensures effective engagement and outreach. Proficient in crafting impactful PowerPoint presentations and utilizing advanced Excel skills for data-driven decision-making. Demonstrated capability in product testing, comprehensive documentation, and application maintenance contributes to seamless operational efficiency and improved vendor relationships through streamlined procurement processes.

Overview

12
12
years of professional experience
1
1
Language

Work History

Customer Experience

Hyundai Motor India Limited
03.2018 - Current
  • Responsible for managing promotional pre-sales, post sales engagement, Brand actions, and Service campaigns through various channels: SMS, RCS, WhatsApp & Email Campaigns
  • Pioneer of new projects: (1) Onboarding third party vendors for lead generation which contributed to 45% increase in the enquiry generation, (2) Customer profiling automation , which resulted in 51% increase in capturing surveys for customer behavior analysis, (3) Launched RCS as a new marketing communication channel , which is contributing to an 8% of overall lead generation, (4) 'Online booking of Hyundai Cars '- Project called Click to Buy
  • Successfully led the development of an AI-powered Chatbot & that helped in scaling user growth & engagement.
  • Worked on automation projects – Robo Calling, Interactive Video SMS, Third Party SMS Campaigns
  • Responsible to prepare senior management reports and presentations
  • Responsible for creating, updating & maintenance of all CRM related process SOPs
  • Managing customer lifecycle journey triggers & events
  • Handled the Online Booking Portal w.r.t Dealer registration, payment reconciliation, reporting & analysis
  • Handled and resolved Dealer issues & coordination with various stakeholders
  • Managing PO & invoice processing
  • Key task force member in the development & testing of the new Dealer management system

Team leader- Operations

I Energizer Services Pvt Ltd
10.2017 - 02.2018
  • Responsible for managing a team of 20 agents across 3 functions of HMIL process as below:
  • Test drive qualification team (14 agents)
  • Premium agents team(5 agents)
  • Fleet Sales (1)
  • Maintaining billable count and manage shrinkage
  • Managing matrices related to SLA's like test drive qualification, Call Quality, productivity, attrition etc
  • Engaging team in activities of recreation for motivation
  • Handling escalations & liaison with Dealers for Customers issues and concerns
  • Doing quality audits for random checks and team quality assurance
  • Taking calls for understanding the mood and demands of the customers
  • Participant in the six sigma project for process improvement (Email Capture)

Quality Analyst

I Energizer Services Pvt Ltd
05.2016 - 09.2017
  • Responsible for a team of 30+ advisors. Auditing their calls with a target of 40 calls per day
  • Work closely with all levels of management within the organization in order to determine process improvements
  • Working to meet all required KPI's such as call audits, Training sessions, Feedbacks closures, Mentoring, coaching and any initiative or process improvements
  • Preparing Performance Dashboard and Reports
  • Periodic operations review meeting

Customer Solution Specialist

Snapdeal
09.2013 - 05.2016
  • Company Overview: E Commerce Company
  • Handling the escalations in inbound/social media for Snapdeal.com
  • Worked as a Specialist, handling escalations, conducting RCA for the process by call auditing.
  • Responsible for timely closure of social media escalation coming in from Facebook, twitter and others social media sites.
  • Work closely with all levels of management within the organization in order to determine process improvements.
  • Acting as a liaison with other departments like procurement, fulfillment, logistics to improvise customer experience.
  • Generation and maintenance of reports like total number tickets allotted against total number of resolved in a day.
  • Handling inbound calls and responding to emails for concerns and feedbacks.
  • Resolving customer complaints on the call if possible.
  • Escalating issues which required high level intervention
  • September 2013- May 2016 (September 2013-March 2014 and June 2014-May 2016)
  • Worked with Snapdeal (E Commerce Company)
  • Place: - New Delhi (India)
  • Designation: -Customer Solution Specialist (Jan 2015 to May 2016) – Customer Experience /Customer First Group (Voice/ Social Media Escalations)
  • -Designation: -Customer Solution Specialist (Sep 2013 to December 2014)- Customer interaction through calls and emails

Education

MBA - Business Management

Narsee Monjee – Institute of Management Studies
Mumbai, India
04.2001 -

Commerce - Commerce

D.A.V Public School
Delhi, India
04.2001 -

Bachelor of Commerce - Commerce

School of Open Learning
Delhi, India
04.2001 -

Skills

  • Efficient technology adaptation
  • Robotic process automation expert
  • Financial budget oversight
  • Cross-functional collaboration
  • Vendor coordination expertise
  • Marketing project oversight
  • Comprehensive dealer coordination
  • SOP creation and management
  • Engaged listening skills
  • Data-informed strategy
  • Proficient in customer relations

Accomplishments


  • Promoted in 2022 at Hyundai
  • Awarded as Employee of the Year in 2020 at Hyundai
  • Winner of Big idea contest in 2022 at Hyundai
  • Member of the Millennial Board for innovation projects. Worked on 4 big projects in 2 years at Hyundai
  • Awarded as best team leader in I energizer in 2017
  • Within 15 months of joining Ienergizer as a Quality Analyst, promoted as a Team Leader in operations handling team of 20 agents
  • Within 2 years of joining Snapdeal as an inbound Call agent, promoted as a specialist handling Social media and CEO Escalations

Hobbies

  • Passionate about reading books that foster personal growth & enhance critical thinking skills.
  • Enthusiast in exploring Artificial Intelligence & Machine learning technologies

Timeline

Customer Experience

Hyundai Motor India Limited
03.2018 - Current

Team leader- Operations

I Energizer Services Pvt Ltd
10.2017 - 02.2018

Quality Analyst

I Energizer Services Pvt Ltd
05.2016 - 09.2017

Customer Solution Specialist

Snapdeal
09.2013 - 05.2016

MBA - Business Management

Narsee Monjee – Institute of Management Studies
04.2001 -

Commerce - Commerce

D.A.V Public School
04.2001 -

Bachelor of Commerce - Commerce

School of Open Learning
04.2001 -

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