Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shruti Pawar.

Shruti Pawar.

Thane

Summary

Dynamic Customer Relationship Manager with a proven track record at Tejpal Motors Pvt Ltd, excelling in customer satisfaction and data analysis. Skilled in CRM software and performance metrics, I have successfully enhanced service quality and resolved complex issues, fostering strong customer loyalty and driving process improvements.

Overview

11
11
years of professional experience

Work History

Customer Relationship Manager

Tejpal Motors Pvt Ltd. {SKODA}
Thane
10.2023 - Current
  • Managed customer inquiries and resolved issues effectively.
  • Monitored walk-in, tele-in, and web inquiries to enhance customer interaction quality.
  • Oversaw delivery coordination to ensure timely fulfillment of orders.
  • Tracked customer experience score to identify areas for improvement.
  • Evaluated call center performance metrics, focusing on CC/100 efficiency.
  • Assessed post-satisfaction index to gauge service effectiveness.
  • Conducted post-sales follow-up to strengthen customer relationships.
  • Coordinated feedback collection to improve service quality.
  • Trained team members on customer service best practices.
  • Utilized CRM software to track interactions and maintain records.
  • Assisted in organizing promotional events to engage customers.
  • Resolved customer complaints in a timely manner.
  • Responded promptly to emails, phone calls, and other forms of communication from customers.
  • Generated reports on customer feedback and identified areas of improvement.
  • Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
  • Provided feedback on scoring criteria to enhance clarity.
  • Monitored operational processes to ensure compliance with safety and quality standards.

Assistant Customer Relationship Manager.

Landmark Pvt Ltd. {RENAULT}
Thane
01.2021 - 09.2023
  • Resolved customer complaints efficiently while maintaining a professional demeanor.
  • Provided feedback on product issues to help improve overall customer experience.
  • Scheduled follow-up calls to ensure customer satisfaction with resolutions provided.
  • Kept track of customer interactions, transactions, comments and complaints.
  • Analyzed data from previous calls to identify trends or areas needing improvement.
  • Followed up with customers after initial contact was made to ensure satisfaction levels were met or exceeded expectations.
  • Responded to customer inquiries via phone, email or chat.
  • Performed outbound calls to follow up on customer inquiries.
  • Monitored incoming emails and responded promptly to customer requests.
  • Maintained up-to-date knowledge of company products and services.

Senior Customer Relationship Executive

Bafna Motors Pvt Ltd {TATA}
Thane
05.2017 - 03.2020
  • Coordinated with sales teams to enhance customer satisfaction and loyalty.
  • Analyzed customer feedback data, identified trends, and provided recommendations for improvement.
  • Exported data from DMS for comprehensive analysis.
  • Handled post-sales feedback data to identify improvement areas.
  • Entered data into DMS for accurate record-keeping.
  • Managed post-sales feedback complaints to enhance customer experience.
  • Sent closing and non-conformance mail to relevant stakeholders.
  • Arranged home visits for concerned customers to address issues.
  • Followed up with customers and teams regarding unresolved complaints.
  • Resolved service-related complaints through various channels, ensuring thorough follow-up.

Back Office Executive

Bafna Motors Pvt Ltd {TATA}
Thane
11.2014 - 05.2017
  • Executed punching of Crtm and Disclaimer in Vahan system.
  • Prepared Rto letters for compliance and record-keeping.
  • Maintained accurate records for Crtm and E-Way Bills.
  • Processed Fas-Tag entries and maintained corresponding records.
  • Created orders in Tata Sibile for efficient billing.
  • Handled billing processes for all vehicle models, ensuring accuracy.
  • Coordinated creation of Co-C1 CA1 C2 Tata Sibile documentation.

Education

Bachelor of Commerce - 2018

UNIVERSITY OF MUMBAI
MUMBAI
03-2018

Skills

  • Customer relationship management
  • CRM software
  • Data analysis
  • Order fulfillment
  • Performance metrics
  • Customer feedback
  • Customer satisfaction
  • Sales coordination
  • Process improvement
  • Follow-up strategies

Languages

English
First Language
Marathi
Advanced (C1)
C1
Hindi
Advanced (C1)
C1

Timeline

Customer Relationship Manager

Tejpal Motors Pvt Ltd. {SKODA}
10.2023 - Current

Assistant Customer Relationship Manager.

Landmark Pvt Ltd. {RENAULT}
01.2021 - 09.2023

Senior Customer Relationship Executive

Bafna Motors Pvt Ltd {TATA}
05.2017 - 03.2020

Back Office Executive

Bafna Motors Pvt Ltd {TATA}
11.2014 - 05.2017

Bachelor of Commerce - 2018

UNIVERSITY OF MUMBAI

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Shruti Pawar.