Surbhi Singh Gehlot
Jagdalpur
Summary
Results-driven Customer Relationship Manager with 2 years of experience in the automotive and banking sectors. Skilled in utilizing CRM software to optimize sales workflows and enhance customer retention. Recognized for strong problem-solving, leadership, and communication skills in fast-paced environments. Proven ability to effectively manage customer relations, streamline operations, and increase customer satisfaction through tailored solutions and strategic engagement.
Overview
3
3
years of professional experience
3
3
Languages
Work History
CUSTOMER RELATION MANAGER
JAGDALPUR MOTORS (TATA MOTORS DEALERSHIP)
04.2024 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Managed customer relations on ongoing basis to maximize customer retention
- Increased customer retention by improving service follow-ups and personalized engagement, which resulted in a measurable improvement in repeat customer visits.
- Streamlined billing process, resulting in fewer errors and more efficient transactions, saving significant time in processing invoices.
- Enhanced collaboration between sales and service teams, improving dealership workflow and communication.
- Spearheaded customer interactions, managing inquiries, post-service follow-ups, and ensuring a premium customer experience.
- Managed end-to-end billing & invoicing for vehicle sales, services, and insurance transactions.
- Oversaw loan agreements, RTO documentation, and insurance claims, ensuring seamless financing processes.
- Acted as a bridge between customers and teams, enhancing customer retention & satisfaction.
- Leveraged CRM tools to track customer behavior and predict preferences, driving personalized engagement.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Streamlined internal processes to improve overall efficiency in handling customer inquiries and complaints.
ASSISTANT ACQUISITION MANAGER
KOTAK MAHINDRA BANK
07.2022 - 01.2023
- Upheld strict financial control by keeeping funds secure and accurately transferring monies
- Operated money room including verification of loose and bundled money and coin transactions
- Verified and monitored distribution of cash banks
- Ensured proper money handling procedures
- Ensured compliance will all department and company rules , regulation,policies ,procedures and internal controls including government rules and regulations
- Safeguarded all company assets and prepared all necessary paperwork
- Executed customer transactions, including deposits, withdrawals,money orders and check
- Assisted customer in writing checks and opening account
- Proactively encouraging new and existing customer to register for and use alternative delivery channels
- Handled and resolved customer complaints and disputes
- Identifying and addressing customer needs by actively promoting relevant bank solutions
- Balance cash register and identified customer for cross selling opportunity
- Keeping records of each client including all correspondence up to date member lists client instructions,ensuring that all current information related to members or changes in status of client is included in accounting and customer relation manager module
Education
M.Com -
01.2020 - 1 2022
B.Com - undefined
01.2017 - 1 2020
12th - undefined
01.2016 - 1 2017
10th - undefined
01.2014 - 1 2015
Skills
🛠 TECHNICAL SKILLS
CRM Software: Siebel CRM, Salesforce, AutoRaptor, HubSpot CRM
Billing & Invoicing Tools: Siebel CRM (Invoicing), Tally, QuickBooks, Dealer Management System (DMS)
Database Management: MY-SQL, Excel (Advanced), ERP Systems
Office Productivity: MS Office Suite (Excel, Word, PowerPoint)
🎯 CORE SKILLS & EXPERTISE
Customer Relationship Management: CRM Software, Client Handling, Customer Retention Strategies
Sales & Billing Coordination: Billing, Invoicing, Loan & Insurance Documentation, Sales Coordination
Service Coordination: Sales & Service Team Collaboration, Post-Service Follow-ups
Data Management & Reporting: Data Entry, Record-Keeping, Database Management (MY-SQL)
Problem Solving & Conflict Resolution: Proactive Issue Resolution, Client Concerns Management
Financial Management: Accounting, Billing Management, Loan Processing
Team Leadership & Cross-functional Collaboration: Leading Cross-Functional Teams, Promoting Teamwork
Communication: Excellent Written and Verbal Communication Skills
Soft Skills: Empathy, Active Listening, Time Management, Adaptability, Conflict Resolution, Teamwork, Attention to Detail
Accomplishments
CERTIFICATIONS & ACHIEVEMENTS
- Awarded for Regional Level Basketball Championship (Kendriya Vidyalaya Sports Meet)
- Ranked in Regional Level Kabaddi Championship (Kendriya Vidyalaya Sports Meet)
- Recognized by MLA (Mr. Rekh Chand Jain) for NGO startup for stray dogs
- Rank Holder in Personality Development & Leadership Training (Vivekananda Seva Samiti)
Timeline
CUSTOMER RELATION MANAGER - JAGDALPUR MOTORS (TATA MOTORS DEALERSHIP)
04.2024 - Current
ASSISTANT ACQUISITION MANAGER - KOTAK MAHINDRA BANK
07.2022 - 01.2023
Shaheed Mahendra Karma Vishwavidyalaya (BVV) University - M.Com,
01.2020 - 1 2022
Pt. Ravishankar Shukla University - B.Com,
01.2017 - 1 2020
Kendriya Vidhyalaya - 12th,
01.2016 - 1 2017
Kendriya Vidhyalaya - 10th,
01.2014 - 1 2015