SHIVANI SINGH
CRM Service Group
Thane
Summary
Results-driven CRM specialist, bringing deep expertise in customer relationship management and data analysis. Adept at leveraging CRM software to enhance customer engagement and drive business growth. Strong collaborator, consistently delivering high-quality results in dynamic environments. Skilled in problem-solving, communication, and strategic planning, ensuring seamless team integration and adaptability.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
CRM Service Head
KTS Automotive Nexa
06.2024 - Current
- Produced and implemented customer satisfaction guarantee program which directly resulted in 20% increase in sales.
- Created customer support strategies to increase customer retention.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Improved vehicle retention by implementing personalized follow-ups and customer satisfaction surveys, leading to a 15% increase in retention rates.
- Enhanced NPS scores through proactive issue resolution and conducting quality checks on services and customer interactions.
- Monitored caller performance on a daily basis, ensuring alignment with customer retention targets versus achievements.
- Conducted regular reviews of caller data and service appointment schedules to optimize operational efficiency.
- Analyzed customer retention metrics year-over-year to identify and address areas for improvement.
- Oversaw quality checks on critical parts in "red area" categories, ensuring compliance with standards and reducing quality-related complaints.
- Facilitated daily review meetings with the workshop team to streamline operations and address service challenges effectively.
Marketing Manager
Everest Fleet Pvt Ltd
09.2023 - 05.2024
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
- Negotiated partnerships with key influencers, maximizing brand exposure in target markets.
- Managed social media accounts, engaging with followers and creating loyal brand community.
- Conducted driver lead generation activities, successfully onboarding 50+ drivers to meet fleet expansion goals.
- Designed and executed targeted marketing campaigns, increasing visibility and enhancing customer engagement.
- Managed and trained a team of callers, ensuring adherence to lead generation protocols and achieving daily productivity targets.
- Monitored and reviewed calling activities, providing feedback and optimizing scripts based on campaign requirements.
- Tracked hourly recruitment targets, maintaining detailed performance metrics to ensure alignment with organizational goals.
- Audited call records and implemented data-driven strategies to enhance lead conversion rates.
Customer Care Manager/ CRM
HERITAGE MOTORS
01.2023 - 09.2024
- Customer Satisfaction
- Special tools availability and training the manpower on its use
- New product readiness at the dealership/TASS through training, parts & tools availability and technology up gradation
- Continuous monitoring of the performance of new products to provide feedback to the manufacturing team
- Follow-up on existing complaints with the plants, which are reported through Complaint Investigation Report
- Conducting Workshop Assessment Report (WAR) bi-annually to improve the process and infrastructure at the dealership/TASS and enable grading accordingly
- Floating schemes to increase paid service revenue at the dealership/TASS like discount coupons, Dealer- Labour AMC, assistance in fitness certificate etc.
- Generating increased vehicle inflow at the dealership. service campaigns, WhatsApp/ Bulk SMS campaign etc.
- Continuous monitoring of customer satisfaction through post service feedback and taking necessary actions
- Audit the service processes to ensure compliance
- Experienced service in the automotive and Insurance industries with a proven track record of growing existing accounts and establishing new business relationships.
- Proficient in Microsoft Office and excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
Customer Care Manager/ CRM
EXCELL AUTOVISTA PVT LTD
11.2020 - 01.2023
- Company Overview: (MARUTI SUZUKI)
- Campaign management and analysis
- Contact channel optimization
- Customer Acquisition / Reactivation / Retention
- Pricing Optimization
- Providing timely and regular information to customers about Maruti
- Dashboards, reporting, metrics, performance etc.
- Call centers enabling multi-channel personal customer interaction
- Tracking Lead VS Turnup (Reported) On Day to Day Basis
- Tracking Callers and Driver Productivity
- Controlling Team Attrition And motivate them for Target Achievement
- (MARUTI SUZUKI)
Team Leader SMR
FORT POINT
01.2015 - 11.2020
- Company Overview: (MARUTI SUZUKI)
- Campaign management and analysis
- Contact channel optimization
- Customer Acquisition / Reactivation / Retention
- Pricing Optimization
- Providing timely and regular information to customers about Maruti
- Dashboards, reporting, metrics, performance etc.
- Call centers enabling multi-channel personal customer interaction
- Tracking Lead VS Turnup (Reported) On Day to Day Basis
- Tracking Callers and Driver Productivity
- Controlling Team Attrition And motivate them for Target Achievement
- (MARUTI SUZUKI)
Education
HSC -
Maharshtra Board
01.2012 - 01.2013
SSC - undefined
Maharashtra Board
01.2010 - 01.2011
Skills
CUSTOMER SERVICE MANAGEMENT
AFTER MARKET SERVICE
COMPLAINT RESOLUTION
TEAM MANAGEMENT
Customer Care Manager/ CRM
CRM After Sales
SERVICE GROWTH STRATEGIES
Campaign management and analysis
Customer Acquisition
Lead generation techniques
Training and mentoring
Problem-solving abilities
Retention
Interests
Listing Music
Mobile Surfing
Watching Web Series
Workout at Gym
Personal Information
- Date of Birth: 06/28/96
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Disclaimer
This is to certify that the entries made are true to the extent of my knowledge and belief.
Other Experience
MS-CIT with advance Excel
Timeline
CRM Service Head
KTS Automotive Nexa
06.2024 - Current
Marketing Manager
Everest Fleet Pvt Ltd
09.2023 - 05.2024
Customer Care Manager/ CRM
HERITAGE MOTORS
01.2023 - 09.2024
Customer Care Manager/ CRM
EXCELL AUTOVISTA PVT LTD
11.2020 - 01.2023
Team Leader SMR
FORT POINT
01.2015 - 11.2020
HSC -
Maharshtra Board
01.2012 - 01.2013
SSC - undefined
Maharashtra Board
01.2010 - 01.2011