SHILPA C D
Bangalore
Summary
Highly motivated and Appreciated by Nandi Toyota for process improvement idea's as a Assistant Manager with over 14 years of extensive experience in Sales, Service and Customer Management. Excellent track record of driving increased sales & service, improving buying and selling experience, and elevating organization targets. Persuasive in communicating with customers, to create long term productive professional relationship. Resourceful Assistant Manager known for high productivity and efficient task completion. Specialized skills include team leadership, operational management, and customer service excellence. Excel in communication, problem-solving, and time management, ensuring smooth operations and positive team dynamics.
Overview
14
14
years of professional experience
Work History
Assistant Manager
Nandi Toyota
09.2021 - Current
- Implemented Sales process in Dealer Customer Assistant centre
- Initiated New sales team for New car enquiry generation and sales process handling, which includes Dealer Digital Lead, TKM Digital Lead, Call-in Lead, Call Out Lead, Website chat Lead, Website call back lead
- Drives sales through engagement of customers, suggestive selling, and sharing the product knowledge
- Serving customers by helping those selected products
- Monitoring the orders and Retails collected from Qualified Lead generated by team
- Enhanced the GS Appointment Rate by analysing the Walk in visit customer data and Inactive customer data
- Initiated Customer Data Base Correction activity in order to achieve the Contact rate and Conversion Rate
- Enhance Lead Generation from DCAC service calling activity data, Like Insurance renewal lead, used car lead(Buy&Sell) Body and paint leads and Value added service(VAS)
Territory Head
Nandi Toyota
09.2018 - 08.2021
- Monitor the agent utilization of the respective team
- Prepare contingency plan for ensuring business continuity
- Identify the areas improvements and implement actions for enhancement within the scope of Dealer customer assistance centre
- Ensure all Calling Agents are trained in areas identified during Quality Audit [Monthly]
- Monitor & Manage the overall operations of DCAC for smooth functioning of Service, CR & VAS
- Carry out periodic review to assess the plan of action and take appropriate steps to achieve the target [Weekly]
Team Leader
Nandi Toyota
09.2015 - 08.2018
- Provide necessary assistance to the team as and when required
- Handling the escalation calls
- Ensure the utilization of IR manual by the calling agents of respective process
- Ensure the action item agreed upon are adhered to by the respective call agents
- Ensuring the team Target achievement (Daily, Weekly, Monthly)
- Call quality audit and Feedbacks to the team for improving the Communication, Telephone etiquette, Process and Data capture
- Preparing the KPI reports of calling agents
- Conducting team motivational activity(Monthly)
- Preparing the team Incentives based on the performance(Monthly)
Customer Relation Executive
Nandi Toyota
08.2010 - 08.2015
- Making Periodic Maintenance reminder calls
- Fixing the service appointment
- Handling the inbound calls related to service, sales, used cars spare parts, helpline assistance etc…
- Making Confirmation call and No show calls for service appointment customers
- Making post service Feedback and Purchase feedback calls
- Sharing the daily calls Made/Received report to Team Leader
Education
BBM -
Cauvery College Gonikoppal
Mangalore01.2010
PUC -
Kavery Women's College
Virajpet01.2007
SSLC -
JPNMG High School
Virajpet01.2005
Skills
- Sales
- Customer Support
- Team Management
- Training
- Customer Retention
- Problem Solving
- MS Office
- PowerPoint
Accomplishments
- Champion in In-dealer Customer Assistance Centre Category -Sales Skill contest 2016 Conducted in Nandi Toyota.
- Champion in Regional Customer Assistance Centre Category -Sales Skill Contest 2016 Conducted in Toyota Bidadi.
- Participated in National Customer Assistance Centre Category -Sales Skill Contest 2016 Conducted in TKM Bidadi.
Languages
- English
- Hindi
- Kannada
- Tamil
- Kodava
Personal Information
- Husband's Name: Lokesh AB
- Date of Birth: 07/10/89
- Nationality: Indian
- Marital Status: Married
Timeline
Assistant Manager
Nandi Toyota
09.2021 - Current
Territory Head
Nandi Toyota
09.2018 - 08.2021
Team Leader
Nandi Toyota
09.2015 - 08.2018
Customer Relation Executive
Nandi Toyota
08.2010 - 08.2015
BBM -
Cauvery College Gonikoppal
PUC -
Kavery Women's College
SSLC -
JPNMG High School
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