Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Exploring the emotional resonance of music through active vocal performance and immersive listening
Generic
Shalini M

Shalini M

Bengaluru

Summary

Dynamic Customer Experience Manager with a proven track record at Advaith Motors Pvt Ltd, excelling in cross-functional collaboration and data analytics. Enhanced client relationships and drove revenue growth through innovative problem-solving and customer empathy. Recognized for mentoring teams and implementing strategies that significantly improved customer satisfaction and operational efficiency.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

Advaith Motors Pvt Ltd
07.2020 - Current
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
  • Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
  • Mentored local personnel on best practices and protocols to maximize productivity.
  • Conducted market research to identify new opportunities and target markets.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.

Priority Relationship Executive

Advaith Motors Pvt Ltd
09.2018 - 06.2020
  • Enhanced client relationships by consistently providing exceptional service and promptly addressing concerns.
  • Converted community contacts into potential clients through networking, consistency and credibility.
  • Conducted field visits and met corporate customers for business development.
  • Supported sales initiatives by creating compelling presentations showcasing company''s products and services for prospective clients.

Customer Relations Executive

Populat Autoworks Pvt Ltd
04.2018 - 08.2018
  • Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
  • Proactively identified opportunities for upselling or cross-selling products during regular engagements with customers, contributing to revenue growth.
  • Managed high call volumes while maintaining a calm demeanor and ensuring timely resolutions.

Warranty Executive Cum CRM

Cauvery Motors Pvt Ltd
10.2011 - 03.2018
  • Enhanced customer satisfaction by streamlining communication channels and improving response times.
  • Developed innovative solutions to complex problems, resulting in improved organizational performance.
  • Reviewed employee concerns and new opportunities to drive business strategies.
  • Mentored junior staff members for accelerated career growth, developing future leaders within the organization.

Education

Diploma - Automotive Engineering

Impact Polytechnic
Bengaluru
09-2012

High School Diploma -

Kamala High School
Bengaluru
03-2004

Bachelor of Technology - Mechanical Engineering( Discontinued )

Impact Collage of Engineerngi
Bengaluru

Skills

  • Cross-functional collaboration
  • Voice of customer analysis
  • Customer empathy
  • Data analytics

Certification

Awarded Best PRE and Best PRM on two separate occasions, demonstrating sustained excellence in professional execution and relationship excellence

Languages

English
Upper intermediate (B2)
Kannada
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Marathi
Beginner (A1)
Tulu
Beginner (A1)
Urdu
Beginner (A1)
Malayalam
Beginner (A1)
Malay
Beginner (A1)

Timeline

Customer Experience Manager

Advaith Motors Pvt Ltd
07.2020 - Current

Priority Relationship Executive

Advaith Motors Pvt Ltd
09.2018 - 06.2020

Customer Relations Executive

Populat Autoworks Pvt Ltd
04.2018 - 08.2018

Warranty Executive Cum CRM

Cauvery Motors Pvt Ltd
10.2011 - 03.2018

Diploma - Automotive Engineering

Impact Polytechnic

High School Diploma -

Kamala High School

Bachelor of Technology - Mechanical Engineering( Discontinued )

Impact Collage of Engineerngi

Exploring the emotional resonance of music through active vocal performance and immersive listening

I Enjoy immersing in melodious compositions and engaging in solo vocal expression as a form of personal reflection and creative release.

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Shalini M