Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Personal Information
Languages
Websites
Timeline
Generic
SARATH CHANDRAN

SARATH CHANDRAN

Cochin

Summary

Dynamic Customer Relationship Manager with a proven track record at BMW EVM Autokraft, excelling in client retention and satisfaction. Skilled in problem-solving and staff development, I implemented loyalty programs that significantly enhanced customer engagement. My technical proficiency in CRM software complements my strong communication abilities, driving exceptional service outcomes.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Relationship Manager-Aftersales

BMW EVM Autokraft
Cochin
01.2024 - Current
  • Developed and maintained strong client relationships, boosting customer satisfaction and loyalty.
  • Resolved customer complaints promptly to ensure positive experiences.
  • Coordinated with service advisors and technicians to schedule timely maintenance and repairs.
  • Collected and analyzed customer feedback for continuous service improvement.
  • Supported sales efforts by promoting service packages and extended warranties.
  • Managed all customer communications regarding service updates and vehicle status.
  • Implemented customer loyalty programs to reward repeat business.
  • Maintained accurate records of customer interactions using CRM software.

Front Office Supervisor-Aftersales

BMW EVM Autokraft
Cochin
04.2022 - 01.2024
  • Resolved customer complaints and inquiries requiring management-level escalation.
  • Guided employees in addressing complex problems effectively.
  • Reviewed Service Advisors' work to ensure adherence to quality standards.
  • Implemented processes that enhanced customer satisfaction and retention.
  • Maintained composure in stressful situations, diffusing tense interactions.
  • Delegated tasks to staff, establishing clear priorities and goals.
  • Provided leadership and mentoring to new hires on company programs.

BMW Certified Service Advisor

BMW - EVM Autokraft
Cochin
01.2016 - 03.2022
  • Schedule routine service appointments
  • Handle customer billing and track payments
  • Resolve customer issues in a courteous timely manner
  • Provide accurate written cost estimates for customers
  • Update customers on the progress of vehicle maintenance and repairs
  • Develop efficient data tracking system to improve customer volume
  • Welcome customers, answer phone requests and track online and social inquiries
  • Schedule appointments and make reminder calls before appointments
  • Develop customer satisfaction surveys and track results
  • Implement effective customer promotions and contact previous customers with offers
  • Accurately detail customer issues with their BMW vehicles
  • Effectively communicate with auto technicians on staff
  • Frequently respond to customer emails and updated dealership's social platforms
  • Monitoring Service advisors daily works
  • Monitoring Labour, Parts and Vas revenue
  • Monitoring front office cleanliness.

Senior Service Advisor

Jaguar & Land Rover-Muthoot Motors
Cochin
02.2013 - 06.2016
  • Ascertained automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
  • Verified warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
  • Developed estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
  • Prepared repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.
  • Maintained customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
  • Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Maintained automotive records by recording problems and corrective actions planned.

Sales Manager

CIN Softwares
01.2013 - 11.2013
  • Responsible for obtaining profitable results through the sales team by developing the team through motivation, counselling, skills development and product knowledge development.
  • Managed the sales team, developing a business plan covering sales, revenue, and expense controls, meeting agreed targets, and promoting the organization's presence.
  • Responsible for monitoring the performance of the sales team by establishing a system of reports and communications involving sales reports, cyclical sales meetings, sales newsletters and electronic bulletins.
  • Meeting customers and explaining the details of the product.

Customer Relations Executive

Tata Tele Services
09.2011 - 03.2013
  • Attracted potential customers by answering product and service questions; suggesting information about other products and services.
  • Open customer accounts by recording account information.
  • Maintained customer records by updating account information.
  • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Education

Bachelor of Science - Electronics

IHRD College of Applied Sciences
01.2011

Plus Two - Computer science

Nair Samajam HSS
01.2008

Skills

  • Planning and organization
  • Staff development and training
  • Coaching and mentoring
  • Report preparation and analysis
  • Problem-solving and issue resolution
  • Work planning and prioritization
  • Time management
  • Verbal and written communication
  • Escalation handling
  • Team building and leadership
  • Performance evaluation
  • Client relations and retention
  • Technical proficiency

Certification

BMW Certification for Service Advisor

Accomplishments

  • Best Customer centric award (2014)
  • BMW Certified Service Advisor (2017)
  • Level 2 Service Advisor-Jaguar Land Rover (2015)
  • Best Performance Award-Jaguar Land Rover (2015)

Languages

Proficient, Intermediate, Proficient, Intermediate

Personal Information

Marital Status: Married

Languages

Malayalam
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Tamil
Intermediate (B1)
B1

Timeline

Customer Relationship Manager-Aftersales

BMW EVM Autokraft
01.2024 - Current

Front Office Supervisor-Aftersales

BMW EVM Autokraft
04.2022 - 01.2024

BMW Certified Service Advisor

BMW - EVM Autokraft
01.2016 - 03.2022

Senior Service Advisor

Jaguar & Land Rover-Muthoot Motors
02.2013 - 06.2016

Sales Manager

CIN Softwares
01.2013 - 11.2013

Customer Relations Executive

Tata Tele Services
09.2011 - 03.2013

Bachelor of Science - Electronics

IHRD College of Applied Sciences

Plus Two - Computer science

Nair Samajam HSS

Similar Profiles

CREATE PROFILE
SARATH CHANDRAN