Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Languages
Timeline
Generic
Shweta Abhichandani

Shweta Abhichandani

Ahmedabad

Summary

Dynamic professional with extensive experience at Landmark Cars Limited, excelling in customer relationship management and quality assurance. Proven track record in implementing process improvements and leading teams to enhance customer satisfaction. Skilled in strategic planning and vendor negotiation, driving successful outcomes in high-pressure environments.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Group Head – Quality & Standards

Landmark Cars Limited ( Franchise Partner of Mercedes-Benz India )
Ahmedabad
04.2025 - Current
  • To ensure Mercedes-Benz retail standards and experience are delivered at all Sales and After Sales Outlets by Coordinating & ordering and ensure availability of LuXe elements
  • Implementation and usage of all Luxe elements across the Sales and After Sales outlets
  • Conducting checks across the organization to ensure LuXe Culture guidelines are adhered
  • Ensure all the processes are implemented as per LuXe Operations to ensure
  • Responsible for implementation of Retail Consultancy at all the sales outlets
  • Conduct internal reviews/audits and identify gaps in the implementation of RC
  • Coordinate with internal process owners in prepare action plans
  • Prepare target picture and roadmap for sustainable implementation
  • Single point of contact for dealership RC interventions and with Mercedes-Benz India
  • Share weekly updates during the RC program execution with Mercedes-Benz India
  • Share monthly updates and reports, post the program completion with Mercedes-Benz India
  • Conduct internal reviews and audits on IDS implementation
  • Identify gap areas in IDS and share results with process responsible
  • Responsible for submitting the action plan of IDS & Global Print 3.0 coordination with process owners
  • Single point of contact from the dealership for IDS Audit by Mercedes-Benz India 4
  • Ensure availability of resources for facility upkeep as per Mercedes-Benz standards
  • Ordering and implementation of new CI elements for existing / additional facility

Group Head - Travel Desk

Group Landmark
06.2023 - Current
  • Develop and manage the corporate travel program, developing and maintaining relationships with key suppliers across vendors.
  • Develop metrics to track supplier performance and cost effectiveness of travel program
  • Establish a strong relationship with employees and vendors, manage and resolve all customer service related issues with all levels of employee within the company.
  • Negotiate preferred rates with vendors of direct travel.
  • Research travel deals and evaluate prices and services.
  • Manage traveller benefits, including sales funds for company preferred airline suppliers
  • Work closely with the global teams to ensure consistency in the travel experience, while considering the need for regional differences in processes, tools and business needs.
  • Be the key point of contact for our travel agency partners for process improvements and escalations.
  • Be the liaison between employees and our travel agency partners, communicating policy, procedures and ensuring excellent customer service levels are met.
  • Manage our travel security platform, working closely with our global duty of care provider
  • Create, optimize, and monitor corporate travel policies and compliance.
  • Manage travel reporting, reviewing and analysing cost savings and efficiencies, travel policy exceptions and service goals
  • Manage internal communications, including content posted on the company intranet site and internal travel newsletters

Group Head CRM

Landmark Cars Ltd ( Franchise Partner for Mercedes-Benz)
08.2018 - 03.2025
  • Representing the company and the brand as a whole, both internally and externally.
  • Decisions making on behalf of the Dealership Management for the customer
  • Taking decisions on implementation of countermeasures
  • Deciding on expenditures to ensure Customer Satisfaction and controlling escalations
  • Responsible for retention/life cycle management activities at the dealership
  • Coordination with marketing team for planning and executing LCM events and activities (cold calls, digital etc.)Co-ordination with Contact Centre, MBIL CRM, Marketing and Sales team for smooth functioning
  • Internal Co-ordination with PRMS, PRE’s Tele-calling team & Sales Team
  • Analysis of Complete Sales Funnel
  • Monthly reporting to MBIL
  • Ensure updating of Customer database at predefined frequency
  • Ensure that staff is prepared/informed for planed visits of customers for a tailor-made treatment during his visit
  • Responsible for undertaking CSS Analysis
  • Discuss with respective HODs’ develop an action plan for CSI improvement at the dealership.
  • Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc.)
  • Analyze customer feedback received through various touch points and develop counter measures to eliminate negative feedback from customers in future.
  • Provide feedback to Sales department on customer complaints or any other issues that may affect CSS
  • Keep an overview of open complaints and monitor broad process of resolution
  • Root Cause Analysis and countermeasure planning of all internal & external customer complaints
  • Have broad proactive measures taken towards resolution of the complaints
  • Keep track of the complaint ratio
  • Implement action plan to minimize complaints.
  • Implement action plan to reduce complaint resolution time
  • Daily supervision of customer touch points (with personal involvement / direct contact wherever required)
  • Responsibility for the daily execution of countermeasures based on the weekly analysis
  • Dealer representative for all customer related topic
  • Giving customers a brand experience by enhancing the standards set by OEM
  • Training team with soft skill, grooming and personality development

Customer Relationship Manager (After Sales)- Gujarat & Corporate & Marketing Manager

Emerald Honda (Dealers for Honda Cars Pvt Ltd)
Ahmedabad
06.2014 - 10.2017
  • Handling of customer feedback & organizing resolution of customer concerns.
  • Following up with other section on customer feedback
  • Sharing on monthly & daily basis customer feedback with GM & CEO & MD.
  • Analyzing & reviewing market response & communicating the same to the teams.
  • Handling customer queries for better turn around & customer satisfaction.
  • Identifying prospective clients, generating business from the existing clientele to achieve Business targets.
  • Solving all operational issues, queries of all customers & maintaining strong relation.
  • Data management of all customers
  • Convert No show customers to regular customer.
  • Handling team of 20 CRE’s
  • Visit clients or arrange meetings to discuss a product and how it will meet the requirements of a customer Deliver sales pitches and presentations to clients, highlighting the benefits of a product to influence purchase
  • Motivate and guide sales teams to improve performance and achieve set goals Monitor the activities of sales personnel to assess performance and productivity
  • Ensure Marketing objectives and activities are in line with sales targets
  • Conduct surveys and research to gather information regarding market trends, potential leads, and sales opportunities
  • Monitor, review and report on all marketing activity and results
  • Determine and manage the marketing budget

Holiday Expert

Makemytrip.com
Ahmedabad / Gurgaon
03.2013 - 05.2014
  • Help customers in finalizing the best holiday package.
  • Responsible for sales of holiday Packages (Domestic), designing itineraries, costing, hotel
  • Booking help keeping in touch with customers till their travel is over
  • Solving any issues faced by customer before and on travel.
  • Co-ordinate and get best possible rates internally with team members and externally with hotels & 3rd party vendors.

Customer Relationship Manager (Sales)

Peninsular Honda (Dealers for Honda Cars Pvt Ltd)
02.2011 - 12.2012
  • Handling a team of 8 CRE’s and 4 showrooms in charge and 5 PDI in charge.
  • Handling a team of 4 delivery Co-coordinators
  • Preparing SSI report and make corrective actions
  • Analyzingand solving customer concerns
  • Maintain Deliver process for the new car as per Honda deliver standard
  • Aanalyzing and solving customer concern from Honda customer site
  • Reporting to regional manager – Honda.

Customer Relationship Manager (Sales)

Emerald Honda (Dealers for Honda Cars Pvt Ltd)
Ahmedabad
04.2009 - 12.2010
  • Handling a team of 4 CRE’s and 2 showrooms in charge and 3 PDI in charge.
  • Preparing CSSI report and make corrective actions
  • Analyzing and solving customer concerns
  • Maintain Deliver process for the new car as per Honda deliver standard
  • Analyzing and solving customer concern from Honda customer site
  • Reporting to regional manager – Honda.

Customer Relationship Executive

Wunderman India Pvt Ltd (out sourcing for Ford India Pvt Ltd)
07.2006 - 04.2009
  • MIS- (Management Information System) maintenance of the dealership
  • Common monthly reporting format – which reduces the time and bring all in same platform
  • Introducing a system in all outlets / dealers for timely reporting and carrying out the improvement action
  • Carrying out Internal Training for the CRE’s at other outlets / Dealers
  • Discuss with the RSM, GM Sales and Sales Managers on suggestion on how to improve the system
  • Carrying out audits on the system and Implement improvement action based on the audit points in short time period

Customer Care Executive

Azure Technologies Pvt. Ltd (BPO)
Ahmedabad
06.2005 - 07.2006
  • Conduct inbound calls for the USA calling cards campaign
  • Top up recharge for calling cards
  • Customer complaint handling

Sales and Customer Care Executive

Club Mahindra Holidays
Coimbatore
01.2003 - 05.2005
  • Promoting various holiday packages
  • Achieving sales targets
  • Handling walk in customers
  • Tele calling the customers
  • Achieving sales targets

Education

B.A. - Public Administration

Tamil Nadu Open University
Chennai, Tamil Nadu

Skills

  • Customer relations
  • Decision-making
  • Multitasking
  • Communication
  • Teamwork and collaboration
  • Customer relationship management
  • Quality assurance
  • Audit coordination
  • Travel program management
  • Vendor negotiation
  • Process improvement
  • Stakeholder communication
  • Team leadership
  • Problem solving
  • Strategic planning
  • Attention to detail
  • Project management
  • Organizational skills
  • Networking

Accomplishments

  • Achieved Dealer 1st position in the state and 3rd position in the region for Honda when – CRM Sales (Emerald Honda)
  • Achieved Dealer 1st position for India for two consecutive years for Honda – CRM – Sales (Peninsular Honda) Kerala
  • Achieved Dealer to 1st position in the state in CSI scores. - CRM After Sales (Emerald Honda)
  • Zonal Winner at National CRM – After Sales Contest at Honda Cars India Ltd FEB 2015
  • Zonal Winner at National CRM – After Sales Contest at Honda Cars India Ltd MARCH 2016
  • Best dealer in Customer Satisfaction award in west region- CRM After Sales (Emerald Honda)
  • National winner for best in customer satisfaction for H1 and H2, 2019 – Mercedes-Benz Landmark Cars, Gujarat

Languages

English, Hindi, Gujarati, Sindhi, Malayalam

Certification

  • Certified Luxury Culture Carrier by EHL & Mercedes-Benz India

Languages

English
First Language
Hindi
Proficient (C2)
C2
Gujarati
Proficient (C2)
C2
Sindhi
Advanced (C1)
C1
Malayalam
Elementary (A2)
A2

Timeline

Group Head – Quality & Standards

Landmark Cars Limited ( Franchise Partner of Mercedes-Benz India )
04.2025 - Current

Group Head - Travel Desk

Group Landmark
06.2023 - Current

Group Head CRM

Landmark Cars Ltd ( Franchise Partner for Mercedes-Benz)
08.2018 - 03.2025

Customer Relationship Manager (After Sales)- Gujarat & Corporate & Marketing Manager

Emerald Honda (Dealers for Honda Cars Pvt Ltd)
06.2014 - 10.2017

Holiday Expert

Makemytrip.com
03.2013 - 05.2014

Customer Relationship Manager (Sales)

Peninsular Honda (Dealers for Honda Cars Pvt Ltd)
02.2011 - 12.2012

Customer Relationship Manager (Sales)

Emerald Honda (Dealers for Honda Cars Pvt Ltd)
04.2009 - 12.2010

Customer Relationship Executive

Wunderman India Pvt Ltd (out sourcing for Ford India Pvt Ltd)
07.2006 - 04.2009

Customer Care Executive

Azure Technologies Pvt. Ltd (BPO)
06.2005 - 07.2006

Sales and Customer Care Executive

Club Mahindra Holidays
01.2003 - 05.2005

B.A. - Public Administration

Tamil Nadu Open University

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Shweta Abhichandani