Sugandh Sharma
Swaroop Nagar Delhi
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
11
11
years of professional experience
Work History
Customer Care Manager
Landmark Lifestyle Cars Pvt Ltd
Moti Nagar Delhi
12.2020 - Current
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Monitoring track PSF, 3rd day, 5th day, and 25th day.
- Keep a check on wave visit.
- To maintain NPS score.
- Maintaining monthly report of escalated complaints, sales consultant-wise PSF analysis reports, NPS performance report, and delivery analysis report.
- Responsible for maintaining Google Rating.
- To drive continuous improvement through existing customer feedback systems.
- Conducted regular performance reviews of customer service representatives.
- Responded proactively to inquiries from regulatory agencies regarding consumer complaints.
Customer Care Manager
Hemkund Tata
Wazirpur Delhi
05.2018 - 10.2020
- Analyzed customer feedback to identify trends and areas for improvement.
- Reviewed customer satisfaction surveys to determine areas needing attention.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Handling a team of customer care and customer complaints.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Maintaining SSI Score.
- Handling Team of External Leads
Customer Care Manager
Concorde Motors India Ltd
Mohan Estate Delhi
07.2016 - 05.2018
- Analyzed customer feedback to identify trends and areas for improvement.
- Reviewed customer satisfaction surveys to determine areas needing attention.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Handling a team of customer care and customer complaints.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
- Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes, and determining possible contributing factors.
- Maintains a case history file of all customer complaints and problems, documented with the customer's name, type of vehicle, date of contact, nature of problem, personnel involved, and a detailed description of the resolution.
- Provide tools for lead management and prospect tracking, and help dealerships manage leads throughout the sales funnel.
- Handling Team of External Leads.
Assistant Customer Care Manager
Plaza Hyundai
Mohan Estate Delhi
04.2013 - 05.2016
- Supervised daily operations and sales functions to maximize revenue and customer satisfaction.
- Complaint handling.
- Maintaining monthly report of escalated complaints, sales consultant-wise analysis report, SSI performance dashboard, and delivery analysis report.
- Arrangement of Customer Meets for referral and customer retention.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Monitored call volumes and adjusted staffing levels accordingly.
- Assessed customer feedback to identify areas for improvement in service delivery.
Education
Bachelor of Arts - Pursuing
Delhi University
Delhi01-2024
Senior Secondary
Kendriya Vidyalaya
Himachal Pradesh01-2012
Marticulation
Kendriya Vidyalaya
Himachal Pradesh01-2010
Skills
- Cross-Functional Collaboration
- Sales Support
- Report Preparation
- Delegation and Supervision
- Data Tracking
- Customer Relations
- Schedule Management
- Sales Support
- Customer Relations
- Customer Service
- Process Improvement
- Problem Resolution
- Time Management
- Relationship Building
- Goal Setting
- Negotiation and Conflict Resolution
- Multitasking
- Team building
- MS Office
- Positive Attitude
- Written Communication
Accomplishments
- Won Best CRM award in Jeep
Languages
English
First Language
Hindi
Beginner (A1)
A1
Additional Information
Date Of Birth: 23rd August 1994
Nationality: Indian
Marital Status: Married
I hereby declare that everything that I have mentioned in my curriculum vitae above is correct to the best of my knowledge.
Place:
Date:
(SUGANDH SHARMA)
Timeline
Customer Care Manager
Landmark Lifestyle Cars Pvt Ltd
12.2020 - Current
Customer Care Manager
Hemkund Tata
05.2018 - 10.2020
Customer Care Manager
Concorde Motors India Ltd
07.2016 - 05.2018
Assistant Customer Care Manager
Plaza Hyundai
04.2013 - 05.2016
Bachelor of Arts - Pursuing
Delhi University
Senior Secondary
Kendriya Vidyalaya
Marticulation
Kendriya Vidyalaya
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