SUSHMITA SRIVASTAVA
Customer Care Manager
LUCKNOW
Summary
Professional in customer service management prepared to elevate client satisfaction and streamline processes. Proven track record in resolving complex issues, enhancing customer experiences, and fostering collaborative team environment. Strong communication, problem-solving, and leadership skills ensure adaptability to changing needs and reliability in achieving impactful results.
Overview
6
6
years of professional experience
4027
4027
years of post-secondary education
2
2
Languages
Work History
Customer Care Manager
M/S Mega Motors Maruti Suzuki
07.2020 - Current
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Ensured timely completion of post-service follow-ups to enhance customer experience.
- Cross-checked feedback forms and satisfaction notes for accuracy.
- Leveraged data analytics tools for insights on customer feedback trends, refining best practices accordingly.
- Resolved complaints promptly to maintain high service standards.
- Achieved NPS CEI score of 95% consistently.
- Maintained quarterly NPS above 90% in Maruti NEXA and over 85% in Maruti Arena.
- Sustained less than five customer complaints per 10,000 interactions quarterly.
- Received award for three consecutive years for outstanding customer satisfaction.
SHOWROOM HOSTESS
M/S MEGA MOTORS SHOWROOM
12.2018 - 07.2020
- Handling all customer queries and tried to resolve.
- Supervising day to day operation at the front office, Public Relations, ensuring that guest queries are replied effectively in stipulated time.
- Ensuring booked vehicle availability schedule in coordination with relationship manager.
- Ordering HSRP based on requirement on Online Portal.
- Delivering the vehicle to the customer and collecting delivery feedback in Google form.
- Receiving new vehicle at Showroom billed by Maruti with due checkup and formalities.
- Facilitated efficient scheduling of appointments for prospective clients to maximize showroom utilization.
- Fielded customer inquiries, offering knowledgeable guidance to help clients make informed decisions.
- Maintained a clean, organized, and visually appealing showroom for an inviting atmosphere.
- Gathered valuable customer feedback for continuous improvement of products and services offered in the showroom.
- Conducted showroom tours to showcase available products, features, and customization options.
Education
MBA -
BBD UNIVERSITY
LUCKNOWB.COM -
Awadh University
FaizabadSSC - undefined
UDAYA PUBLIC SCHOOL
FaizabadHSC - undefined
UDAYA PUBLIC SCHOOL
Skills
Team management
Internship
Bharti AXA Life Insurance
Project Title - Recruitment and selection of the Life Advisor
Duration - 45 days ( 15th JUN-13 to 30th JUL-13 )
Job Profile - Business development manager
- Generated new business with marketing initiatives and strategic plans.
- To aware advisor about policy.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Appreciated by Branch Manager of the company for successful completion of the project.
Personal Information
- Father : Mr. Satish Chandra Srivastava
- Mother : Mrs. Sunita Srivastava
- Date of Birth: 18/10/92
- Gender: Female
Disclaimer
I confirm that the information provided by me is true to the best of my knowledge and belief.
Timeline
Customer Care Manager
M/S Mega Motors Maruti Suzuki
07.2020 - Current
SHOWROOM HOSTESS
M/S MEGA MOTORS SHOWROOM
12.2018 - 07.2020
SSC - undefined
UDAYA PUBLIC SCHOOL
HSC - undefined
UDAYA PUBLIC SCHOOL
MBA -
BBD UNIVERSITY
B.COM -
Awadh University
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