Results-driven automotive professional with over 13 years in customer relations, relationship management, and CRM administration. Expertise in enhancing customer satisfaction, executing retention campaigns, and coordinating cross-functional teams to optimize service delivery. Demonstrated success in improving customer retention and driving service revenue growth.
Hi, I’m
SAMAJYA DEVI
SERVICE EXECUTIVE
Ernakulam
Summary
Overview
2
Languages
13
years of professional experience
Work History
Indus Motors Private Limited
Service Marketing Executive
01.2021 - Current
Job overview
- Execute targeted service marketing campaigns, customer retention programs, and seasonal service initiatives.
- Analyse customer databases to identify inactive customers and implement re-engagement strategies.
- Coordinate service camps and promotional activities to increase workshop traffic and revenue.
- Manage customer communications through calls, SMS, and digital marketing channels.
- Monitor campaign effectiveness and customer feedback to improve service offerings.
- Support revenue growth through increased customer retention and after-sales engagement.
- Contribute to maintaining high Customer Satisfaction Index (CSI) scores.
Indus Motors Private Limited
Relationship Executive
01.2018 - 01.2021
Job overview
- Managed customer relationships throughout the vehicle purchase lifecycle, from inquiry to delivery.
- Served as the primary point of contact for customer queries, ensuring timely issue resolution.
- Maintained and updated CRM records, customer interactions, and sales pipeline information.
- Collaborated with sales and finance teams to ensure a seamless customer buying experience.
- Identified opportunities for cross-selling dealership products and services.
- Conducted customer follow-ups to strengthen relationships and improve customer retention.
- Consistently supported dealership sales objectives through effective customer engagement.
Indus Motors Private Limited
Customer Care Executive
01.2013 - 01.2018
Job overview
- Handled inbound customer inquiries and provided exceptional front-line customer support.
- Welcomed showroom visitors and coordinated customer appointments.
- Managed customer feedback, complaints, and service requests to ensure prompt resolution.
- Conducted post-delivery and post-service follow-up calls to measure customer satisfaction.
- Maintained accurate customer records and CRM database updates.
- Coordinated vehicle delivery events and customer engagement activities.
- Supported initiatives aimed at improving overall customer experience and CSI performance.
Education
Govt. Higher Secondary School, EdathalaEdathala, Kerala
Higher Secondary Education (Plus Two)
03-2003
University Overview
GPA: 49%
Skills
Microsoft Excel
Microsoft Word
Microsoft Office Suite
CRM Systems
Data Entry & Reporting
CORE COMPETENCIES
CORE COMPETENCIES
- Customer Relationship Management (CRM)
- Customer Service & Client Engagement
- Customer Satisfaction (CSI) Management
- Complaint Resolution & Escalation Handling
- Service Marketing & Customer Retention
- Sales Coordination & Customer Support
- Cross-selling & Upselling
- Database Management
- Customer Feedback Analysis
- Event & Delivery Coordination
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Communication & Relationship Building
PERSONAL DETAILS
PERSONAL DETAILS
- Date of Birth: 31 May 1985
- Gender: Female
- Marital Status: Married
- Nationality: India
Timeline
Service Marketing Executive
Indus Motors Private Limited
01.2021 - Current
Relationship Executive
Indus Motors Private Limited
01.2018 - 01.2021
Customer Care Executive
Indus Motors Private Limited
01.2013 - 01.2018
Govt. Higher Secondary School, Edathala
Higher Secondary Education (Plus Two)