Shivangi Sharma
Customer Relations Manager
Lucknow
Summary
Revenue Generation
Ensuring all inbound calls are attended & all outbound calls/functions are completed within the stipulated time. Database cleaning to aid retention, campaign, and service measure completion. The sales of service products and promotion of campaigns and retention measures.
Customer Handling
100% responsible for resolving customer concerns (internal & escalated) within the stipulated time. Understanding the cause of customer complaints and clarifications sought by customers precisely Complaint generation, Root cause analysis and creating a countermeasure action plan.
Customer Satisfaction Index
Responsible for analyzing the CSI scores on a monthly basis. Identify low-scoring areas and initiate improvements in conjunction with HOD & coordination with the FIL CSI team for countermeasure actions with clear responsibilities and deadlines.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
6
6
Certificates
Work History
Customer Relationship Manager
KTL Pvt.Limited
Lucknow
05.2021 - Current
Greetings,
I have experience in various Dealership Operations Management, Service Marketing, Customer Satisfaction and Retention, Service & Process flow training. I am responsible for auditing Quality & Standards of Repair Orders & Dealership operations.
Making a mark to maintain Customer Satisfaction Index by reducing complaints, resolving & analyzing the ROOT CAUSE and formulating a strategy to drive immediate action and process changes, within a cross-functional team. Team Work, Communication, Leadership, Problem Solving, Critical thinking and MS Office is my forte.
Service Marketing Manager
KTL Pvt Limited
Lucknow
08.2017 - 05.2021
-To monitor & achieve customer service marketing and extended service business through various marketing tools and data. Manage a team of 4 customer service reps to deliver monthly service marketing targets.
-To reduce Customer Service Response time and improve Customer Satisfaction by working on complaints in Post Service Follow ups calls. Manage a team of 2 customer service reps and 2 Home visit Advisors to maintain monthly C.S.I targets.
-To maintain Customer Complaint Analysis Report & Instant Feedback Form Analysis Report through Why-Why Analysis and share report on a fortnightly and a monthly basis.
-To monitor Service Advisor individual C.S.I scores, know the reasons for the drop-in scores through Cause analysis & execute the action plan to reduce the target gap.
-Improving Workshop Internal Process (Front & Floor) through Auditing Repair Order which includes.
- To check for the updated data of the customer, Service Advisors Write-ups, Technician Write-ups, Road Testers observations & remarks, Quality Inspector remarks are valid or not and share Audit report monthly.
-To identify process loopholes by conducting meetings with the member of each department from the grass-root level & drive process improvement & share reports monthly.
Education
MBA - Business And Managerial Economics
University of Lucknow
Lucknow 07.2015 - 05.2017
Skills
Root cause analysis
undefinedCertification
Green Belt Lean Six Sigma Certified
Accomplishments
Achievements-
-The Quality of Repair orders has improved from 67% to 89% in the audits, in a load of 40-55 vehicles per day.
-Successfully qualified and sustained all the process audits conducted by KTL Group.
-Continuous improvement in C.S.I scores every year from 864 to 872-
-Continuous winners in all the Seasonal campaigns & Extended Warranty and Annual Service contracts are increasing since 2018.
-Resolved service related issue through consumer testing.
In 2012-2017
# Served as President of Social Service Club in Avadh Girls Degree College
# Served as Secretary of Social Service Club at Avadh Girls Degree College
# Organized Nukkad Natak event at Cultural Event (Nazarene –e-Avadh) # Served as Team Lead of Nukkad Natak for various college fests.
# Written skits and plays on social topics
Awards and Recognition-
#Best Social Worker - Avadh Girl's Degree College.- Awarded with BEST SOCIAL WORKER in 2014, 2015 for excellent performance in the position of Secretary in the year of 2014 and President in the year of 2015.
#Certificate Of Merit in 2014, 2015
# Avadh Girl's Degree College. Special Recognition Certificate in 2014, 2015
# Avadh Girl's Degree College, Lucknow Begum Habibullah Certificate of Excellence for Club President in 2015 -
# Avadh Girl's Degree College, Lucknow Certificate of Appreciation for outstanding efforts for awareness & education right by the Harsh Foundation in 2015 - Avadh Girl's Degree College, Lucknow.
Timeline
Customer Relationship Manager
KTL Pvt.Limited
05.2021 - Current
Fundamentals of Automobile Engineering
05-2021
Green Belt Lean Six Sigma Certified
03-2021
Automobile Service Management
07-2020
Service Metrics for Customer Service
03-2020
Critical Thinking
03-2020
Service Marketing Manager
KTL Pvt Limited
08.2017 - 05.2021
MBA - Business And Managerial Economics
University of Lucknow
07.2015 - 05.2017
3 Months Certificate Course in Professional Radio Jockeying
07-2015
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