Prove my worth
Sunita Limbachiya
CRM Specilaist
Hamirpur,Karnataka
Summary
Customer Manager offering 12-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
2025
2025
years of professional experience
1
1
Certification
4
4
Languages
Work History
Customer Care Manager
PPS JEEP and fiat (AMPL) SERVICE
Bengaluru
01.2021 - 01.2024
- Complete responsible for Customer centric activities
- Handling Telly callers team
- Complete resolution of customer concerns from all sources
- Incharge of drivers, taking care of pick up and drop
- Responsible for smooth and comfortable appointment process
- Promotional activities for extended warranty and RSA
- Taking care of calling activities for camps and offers
- Complete complaint analysis
- Responsible for lost customer and overdue customers
- To make sure smooth operations in front office
- Taking care of fire fighting cases and feedback collection in workshop3
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Managed department call volume of 70 calls per day and coordinated department schedules to maximize coverage during peak hours.
CUSTOMER CARE MANAGER
NAARA MOTORS(KIA SERVICE)
03.2023 - Current
- Complete responsible for vehicle inflow on day to day basis
- Acknowledging and closing all KIA complaints
- Handling complete team of reminder & PSF tele callers of both the branch
- Daily reports to MD on business parameters
- Handling drivers of pick and drop activity
- Incharge of all customer centric activities
- Close monitoring and implementing all the process
Customer care manager (sales)
Anant cars (mahindra)
04.2022 - Current
- Taking care of 4 branches sales concern pre-sale & post sale
- Internal & OEM both
- Complete responsible for closer of concerns
- Taking care of SSI scores
- Incharge of Telly callers
- Responsible for all enquiry calls and post sale calls completion by team
- Monitoring call quality
- Confirming cancellation and excess amount refund documents and amount
- Confirming for the variant change and etc
- Taking care of all customer queries, mails and calls
- Taking care of instant SSI feedbacks
- Preparing scripts of tele callers on different occasions
- Complaint analysis reports
- Taking care of delight mails
- To resolve customer concerns ensuring con call with ASM and customer to ensure complete resolution
- Communicating with team in all 4 branches to ensure complete process adherence
Office Administrative
Bombay Tools PVT LTD
1 2005 - 1 2006
- Maintaining stock record books
- Maintaining courier, inward & outward records
- Constant follow up with debtors in regards of pending payments
Customer Relation Manager
Nandi Toyota PVT LTD
12.2016 - 11.2019
- Responsible for SSI scores
- Making sure to meet customers at the time of new car delivery
- Taking complete care of internal complaints with quality closer
- Responsible to take proper care of TKM complaints and closer
- Monthly analysis of complaints in depth
- Taking care of Feedback collections and punching them in System
- Taking Care of complete meeting reports
Customer Relation Manager
Trident Automobiles PVT LTD
10.2012 - 10.2016
- Responsible for five branches customer delight activities
- Responsible for resolution of all source complaints for all the units
- Directly involving to resolve manufacture raised concerns & complaints
- Analyze root cause of complaints and putting forward to management for corrective actions against it
- Making sure that all customer care executives are trained for process and soft skill
- All Customer satisfaction survey related activities, collecting customer feedback, voice
- All reports related to CR department are generated on time and correctness of the reports checked personally
Customer Care executive
Trident Automobiles PVT LTD
10.2006 - 10.2012
- Handling walk in customers in regards to service or repair
- Attending incoming calls and customer queries
- Promotion of Extended warranty & accessories
- Arranging pick & drop of cars for service
- Coordinating with drivers & service advisers for various customer concerns
Education
Bachelor of Arts - Accounting And Finance
SHETH N.L.HIGH SCHOOL,MUMBAI
MUMBAI 04.2001 -
Some College (No Degree) - Web Design
M.K.E.S COLLEGE OF ARTS &COMMERCE,MUMBAI
MUMBAI 01.2024 - 04.2024
Skills
Brand representation
Staff mentoring
Team management
Customer relations
Team building
Delegation and supervision
Sales support
Report preparation
Training programs
Sales proficiency
Schedule management
Data tracking
CRM software expertise
Certification
CPM - Certified Professional Manager
Interests
Timeline
Some College (No Degree) - Web Design
M.K.E.S COLLEGE OF ARTS &COMMERCE,MUMBAI
01.2024 - 04.2024
CUSTOMER CARE MANAGER
NAARA MOTORS(KIA SERVICE)
03.2023 - Current
Customer care manager (sales)
Anant cars (mahindra)
04.2022 - Current
Customer Care Manager
PPS JEEP and fiat (AMPL) SERVICE
01.2021 - 01.2024
Customer Relation Manager
Nandi Toyota PVT LTD
12.2016 - 11.2019
Customer Relation Manager
Trident Automobiles PVT LTD
10.2012 - 10.2016
Customer Care executive
Trident Automobiles PVT LTD
10.2006 - 10.2012
Bachelor of Arts - Accounting And Finance
SHETH N.L.HIGH SCHOOL,MUMBAI
04.2001 -
CPM - Certified Professional Manager
Office Administrative
Bombay Tools PVT LTD
1 2005 - 1 2006
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