Sonali Mourya

 Spearheaded end-to-end customer grievance redressal mechanisms across digital, regional, and dealer-level touchpoints, ensuring swift and consistent resolution within defined SLAs.

 Directed online reputation management (ORM) initiatives, tactfully navigating high-impact escalations to preserve and enhance brand integrity across social and digital media platforms.

 Championed initiatives to elevate customer satisfaction indices by leveraging multichannel feedback, implementing data-driven improvements, and fostering a customer-centric culture.

 Cultivated and sustained strategic relationships with key institutional clients (corporate, government, and fleet), delivering tailored solutions and real-time field support for critical issues.

 Conducted comprehensive root cause analyses of recurring escalations, offering actionable insights to cross-functional leadership including RBMs, ZBMs, and Product/Incidentology teams.

 Led cross-functional collaboration with Sales, Marketing, Product Planning, and Dealer Principals to synchronize customer experience strategies and enhance organizational responsiveness.

 Orchestrated team development and capability building, including onboarding and continuous training of new personnel to strengthen complaint management efficiency.

 Maintained up-to-date proficiency in Electric Vehicle (EV) technologies, contributing to sales enablement and driving customer education on optimal product usage.

• Representing the company and the brand as a whole, both internally and externally.
• Responsible for customer retention/life cycle management activities.
• Responsible for undertaking CSI Analysis.
• Analyze customer feedback received through various touchpoints and develop counter measures to eliminate negative feedback from customers.
• Analysis, improvement, development of touch point activities to ensure customer satisfaction and delight by gathering feedback on touch point activities from CSS and direct customer feedback.
• Handling internal and escalated complaints.
• Root Cause Analysis and countermeasure planning of all internal & external customer complaints.
• Coordinating with OEM team and respective internal stakeholders (Branch Heads, Team Manager, Sales Team).
• Managing the entire Group Landmark CRM team for Gujarat & Indore.
• Planning the team retention, KPI’s, performance and hiring.

• Plans and delivers CRM strategies across the company to encourage customer retention and customer loyalty. Along with handling escalations of all levels.
• Analyzing, maintaining and improving data to inform business development, data management, processes, accuracy and campaigns.
• Client handling by submitting reports of operations together with TAT's actions and actionable data/information.
• Structuring of KPIs and working closely with teams in order to achieve set targets on a weekly & monthly basis.
• Monitoring quality of communication with customers/prospects and providing training for steady improvement.

• Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
• Solicited customer engagement in loyalty programs to enhance company revenue generation.
• Conferred with customers about concerns with products or services to resolve problems and drive cross sales opportunities.
• Explained online self-help options to customers to promote additional and after hours support choice.