Supria Pari

• Company Overview: Dealers for SKODA Cars
• Responsible for handling customer inquiries and complaints across seven locations: Mount Road, Ambattur, Anna Nagar, Kattupakkam, Trichy, Tanjore, and Vellore showrooms
• Front office management
• Follow-up on inquiries
• Collection of purchase orders from the sales team
• Generation of sales reports
• Managing the CRM and DMS systems until December 2023 and transitioning to SFDC from 2024
• Responsible for mapping corporate clients, tagging them, and preparing claims for both corporate and retail customers, as well as follow-up with Skoda
• Serving as the sales audit in charge
• Overseeing showroom maintenance and vehicle displays, coordinating with the driver in charge
• Working with the HR team to manage housekeeping responsibilities
• Creating customer groups, sending emails, and confirming bookings via telephone
• Coordinating with workshops and backend teams for after-sales processes
• Overseeing the entire delivery process, including car handover, number plates, Fastag activation, accessory follow-up, delivery photo sharing, and post-delivery WhatsApp campaigns
• Conducting post-sales follow-ups, closing concerns, and sending welcome and post-purchase letters
• Monitoring and resolving issues on CX Portal, CCMS, and SFDC Complaint Portal, with a target of CC/0.25.
• Conducting visits to customers for complaint resolution

Customer Care (CC) target: 10

• Escalation Index: 0.25
• Voice of Customer (VOC) Retail: 10%
• Post-Sales Follow-up (PSF) satisfaction: 95%
• Overall satisfaction rating: 4.85
• Customer Experience (CX) Overall Satisfaction: 4.85
• CX Average Delivery Interval (ADI): 0.5 days
• CX Contract Ratio: 55%
• Recipient of the Best Performer Award from the dealership in 2017 and 2019.
• Earned a one-week trip to the Czech Republic as part of an incentive program (2017-18).
• Coached, mentored and trained team members in order to improve their job performance.

• Company Overview: Dealers for Toyota Kirloskar Motors - Passenger Car Business Unit
• Dealers for Toyota Kirloskar Motors - Passenger Car Business Unit

• There was a break in employment from March 2005 to January 2006 due to personal reasons.

• Company Overview: Dealer for Wipro & HP Computers and related products
• Progressed from Front Office Incharge to various roles and responsibilities within the company
• Dealer for Wipro & HP Computers and related products