Sanasi Lele
Summary
Experienced Customer Support Analyst offering 3+ years of progressive expertise in managing German automotive clients. Proficient in SAP CRM and Microsoft Office for data management. Proven track record in resolving complex customer complaints and achieving high satisfaction ratings. Skilled in quality improvement and process optimization. Strong communicator with cross-cultural skills, fluent in English and German.
Overview
7
7
years of professional experience
Work History
Customer Services Analyst (German/English)
Rehau Polymers Pvt. Ltd
09.2021 - Current
- Company Overview: Automotive Engg
- Design and Services Centre
- Responsible for handling German Automotive Customers in collaboration with Germany and the Czech Republic
- Managed evolving customer database for Volkswagen, Audi, and Škoda
- Resolved 1000+ customer complaints, earned an annual 4.5 customer satisfaction rating
- Documented processes, reducing onboarding time by 15%
- Conducted quality checks on 100+ Daimler-Mercedes complaints in the Cosima portal
- Collaborated with German and Prague counterparts using CRM tools like SAP for shared projects and streamlining processes
- Mastered new processes in just 7 days, such as handling short-term supply order requests on the Mercedes Client Portal
- Automotive Engg
- Design and Services Centre
German Trainer & Translator
Institute of German Studies
08.2020 - 06.2021
- Facilitated interactive German language learning lessons and grammar exercises
- Leveraged Deutsche Welle's Instagram content to enhance student comprehension of German language and culture
- Delivered presentations to diverse audiences for effective learning and retention
- Translated official documents, including birth certificates and licenses, from Marathi and English to German
Internship: Reporter (Print)
Indian Express
02.2018 - 03.2018
- Wrote city news articles and snippets
- Covered press release events for Pune edition
- Contributed to feature articles on art and development communication initiatives
Education
Master of Arts - Journalism And Mass; Communication
University Of Pune
05.2021
Bachelor of Arts - Media And Communication
Fergusson College
04.2019
Skills
- Cross cultural communication
- Project Management
- Customer Support
- SAP CRM
- Digital Marketing
- Creative Problem solving
- Client Relationship Management
Accomplishments
'Thrice' Awarded Star Performer of the Month for Problem solving, Quality improvement and Knowledge sharing at REHAU Automotive.
Languages
- English, First Language
- German, Advanced (C1)
Websites
Timeline
Customer Services Analyst (German/English)
Rehau Polymers Pvt. Ltd
09.2021 - Current
German Trainer & Translator
Institute of German Studies
08.2020 - 06.2021
Internship: Reporter (Print)
Indian Express
02.2018 - 03.2018
Master of Arts - Journalism And Mass; Communication
University Of Pune
Bachelor of Arts - Media And Communication
Fergusson College
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