Shivani Lakhera
Ghaziabad
Summary
Intend to build a career in a leading corporate sector with committed and dedicated people that will help me to explore myself fully, to realize my potential and to be able to respond to changing needs with sound commendable efficiency.
Possess a flexible attitude and ability to meet deadlines. A team member with excellent communication and analytical skills. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
8
8
years of professional experience
Work History
CX MANAGER
Koncept automobiles
Noida
10.2023 - Current
- Monitored daily operations to ensure efficient workflow.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Built sustainable relationships of trust through open communication with customers.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Resolved customer complaints promptly and professionally.
- Developed strategies for resolving escalated issues quickly while providing satisfactory outcomes.
Asst. CRM
Koncept Mahindra
10.2021 - 10.2023
- Monitored KPIs and provided feedback on performance of CRM campaigns.
- Created detailed reports on customer activity, including purchase history and preferences.
- Addressed customer questions and concerns regarding products and services.
- Addressed inquiries from clients and department team members.
- Implemented customer feedback mechanisms to gather insights and improve service delivery.
ICRE
Koncept Mahindra Noida
Noida
07.2016 - 10.2021
- Exceeded customer satisfaction by finding creative solutions to problems.
- Followed up with customers after initial contact was made to ensure satisfaction levels were met or exceeded expectations.
- Assisted customers with product selection based on individual needs.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
Skills
- Verbal and written communication
- Team Leadership
- Customer Service
- Computer Skills
- Problem-Solving
Educationalqualification
High School Examination from C.B.S.E. (2013), Higher Secondary from C.B.S.E. (2015), Graduate from Delhi University (2019 - 2021), Diploma in computer basic course, Receptionist course from NVTI (Noida sector-2)
Roles And Responsibilities
- Handling Customers and solving their queries.
- Helping them out for choosing a right product.
- Helping juniors, coordinating with their clients.
- Attending regular trainings with the juniors and taking their feedback for improving systems.
- Solving customer complaints with patience and giving them solution.
- Giving Enthusiasm to juniors to perform their best.
- Taking approvals directly from Mahindra.
- Stock Handling.
Personal Information
- Father's Name: Mr. Ashok Lakhera
- Date of Birth: 04/09/1997
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
Hobbies and Interests
Learning New things
Languages
English
First Language
Hindi
Beginner
A1
Assertion
I Shivani Lakhera hereby declare that above mentioned facts are true to the best of my knowledge and belief.
Timeline
CX MANAGER
Koncept automobiles
10.2023 - Current
Asst. CRM
Koncept Mahindra
10.2021 - 10.2023
ICRE
Koncept Mahindra Noida
07.2016 - 10.2021
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