SHIJI SUNIL
Senior Customer Care Manager
Bengaluru
Summary
To Pursue a challenging career with dedication and provide my efficiency to the fullest in a professional organizational environment where ever I serve my duties that will discover the potential in me.
Customer care professional with keen eye for streamlining operations and optimizing customer interactions. Known for fostering collaborative environment and consistently achieving targeted results. Reliable team player with flexible approach and strong problem-solving abilities. Proficient in customer relationship management and operational efficiency.
Overview
15
15
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Sr. Customer Care Manager
JSP Autocore Pvt Ltd (KIA)
09.2023 - Current
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Analyzed customer feedback data to identify trends and develop targeted improvement initiatives.
- Championed continuous improvement initiatives within the department, fostering an innovative culture focused on delivering exceptional customer experiences.
- Strengthened relationships between Customer Care teams and other departments within the organization, fostering collaboration towards common goals.
- Managed escalated customer concerns, providing swift resolutions while maintaining professionalism and empathy.
- Implemented quality assurance measures to ensure the highest level of customer service at all times.
- Reduced customer complaints by consistently monitoring performance metrics and addressing areas of improvement.
- Enhanced customer satisfaction by developing and implementing effective customer care strategies.
- Created customer support strategies to increase customer retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed a diverse team of Customer Care professionals across multiple locations, maintaining consistent service standards globally.
- Managed over 50 customer calls per day.
CRM - Sales
PPS Ford
11.2020 - 09.2023
- Developed customized reports for improved sales forecasting and accurate performance tracking.
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decisionmaking.
- Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
- Made customers aware of current and new programs and services.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed over 40 customer calls per day.
- Created customer support strategies to increase customer retention.
Sr.SQM (Sales Quality Manager)
Saphire Honda (ZS Autocraft India Pvt Ltd)
09.2018 - 07.2020
- Increased Sales by 5% by doing old data base calls.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Improved quality processes for increased efficiency and effectiveness.
- Evaluated quality problems and performed assessments to identify and resolve issues.
CRM - Sales
Volkswagen Whitefield (Apple Auto Pvt Ltd)
09.2016 - 08.2018
- Resolve Customer concerns through Sales team
- Ensure customer delight at the time of vehicle delivery
- Ensure Customer feedback related issues are highlighted to Dealer Principle & General Manager
- Monitor & Maximize customer value strategies ensure maximum profitability
- All the complaints are handled immediately & ensure that both the company & customer are getting value
- Planning & delivering all strategies across the company, encouraging customer retention & customer loyalty
- Managed over 20 calls per day.
CRM - Sales
Surya Nissan
03.2015 - 07.2016
- Resolve Customer concerns through Sales team
- Ensure that every customer is given proper attention & feedback is recorded
- Ensure Customer feedback related issues are highlighted to CR Head & General Manager
- Ensure customer delight at the time of vehicle delivery
- Managed over 60 customer calls per day.
Sr.CRO - Sales & Service
Ravindu Toyota
01.2011 - 03.2015
- To be a vital Communication link between the Customer and Dealership
- To Conduct PSFU with in N+3 & N+7 from delivery of Sales and Service Vehicle
- Understand the Customer complaint during PSFU and the same to be communicated to the functional department through Sales and Service Manager
- To resolve customer complaint in the shortest possible time by Co-coordinating with concerned
- Managed over 80 customer calls per day.
Education
No Degree - Punjab
Khalsa College
Patiala, India 04.2001 -
Skills
- Attentive Listening
- Positive Attitude
- Time Management
Team management
Customer relations
Report preparation
Customer experience improvement
Teamwork
Customer service
Problem-solving
Time management
Team leadership
Certification
Volkswagen CRM Module – 3 (Pilot CRM Batch) Certification . training attended on July 2018 -3 days in VGA - Bangalore. Certified as a CRM from Volkswagen
Interests
Playing Badminton, Travelling, Listening to music, Planting, Drawing
TRAINING UNDERGONE
- Volkswagen CRM Conclave – 2 days meeting attended on Nov 2017 in Pune Plant & Academy, Pune.
- Volkswagen Customer Relationship Manager Module – 2 training attended on Aug 2017 -3 days in VGA, Bangalore.
- Volkswagen Customer Relationship Manager Module – 1 training attended on Sept 2016 – 3 days in VGA, Bangalore.
- Nissan India Manufacture Pvt Ltd CRM training attended on Aug 2015 – 3 days in Chennai.
MY STRENGTH
- Enthusiasm
- Dedication
- Discipline
- Patience
- Respectfulness
Listening Songs, Sports & Exploring the Places
Listening Songs, Sports & Exploring the Places
Timeline
Sr. Customer Care Manager
JSP Autocore Pvt Ltd (KIA)
09.2023 - Current
CRM - Sales
PPS Ford
11.2020 - 09.2023
Sr.SQM (Sales Quality Manager)
Saphire Honda (ZS Autocraft India Pvt Ltd)
09.2018 - 07.2020
CRM - Sales
Volkswagen Whitefield (Apple Auto Pvt Ltd)
09.2016 - 08.2018
CRM - Sales
Surya Nissan
03.2015 - 07.2016
Sr.CRO - Sales & Service
Ravindu Toyota
01.2011 - 03.2015
No Degree - Punjab
Khalsa College
04.2001 -