Swaty Pant
Delhi
Summary
Dynamic professional with extensive experience at Hozo Cars Pvt. Ltd. specializing in customer relationship management and process improvement. Proven ability to enhance customer satisfaction and retention through strategic initiatives and effective team leadership. Expertise in decision-making and workforce improvement, driving organizational success in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Manager, Sales and Customer Support
Hozo Cars Pvt. Ltd
07.2026 - Current
- Managed customer support processes to enhance service delivery speed and quality.
- Developed strategies to address common customer complaints, reducing potential reputational damage.
- Analyzed customer feedback data to pinpoint areas for improvement in support services.
- Coordinated cross-departmental efforts among sales, marketing, IT, and operations to drive collaborative solutions.
- Initiated weekly calls with customers to evaluate experiences and resolve concerns.
Business Development Manager
Rastey.com
10.2019 - 06.2026
- Directed cross-functional teams to execute business development initiatives and projects.
- Managed client relationships to retain key accounts and drive satisfaction improvements.
- Collaborated with teams to resolve complex customer inquiries, enhancing service delivery.
- Provided prompt, friendly service for routine questions and complaints, ensuring customer support.
Payroll & Admin Manager
American Express (payroll - Team Lease)
Delhi
02.2012 - 04.2013
- Designing and administrating recruiting on-boarding and compensation plans for complete facility and Transport department.
- Conducted employee on-boarding and helped organizational training and development initiatives.
- Prepared employees' work matrix and maintained on weekly basis.
- Taking care of quarterly review on 1-on-1s and sharing yearly performance of each employee to management.
- Prepared employees' work matrix and maintained on weekly basis.
- Implemented strategies to reduce employee attrition rates.
Customer Relation Manager
Mega Cabs Ltd
Delhi
06.2010 - 01.2012
- Focused on customer retention and resolution of all customer complaints within SLA.
- Enhanced customer retention by resolving all complaints within SLA.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Generated customer satisfaction surveys to analyze results into action plans.
- Partnered with upper management to streamline customer service processes and support structures across the company.
- Developed customer satisfaction surveys to translate results into actionable improvement plans.
Customer Service Team Leader
Meru Cabs Pvt Ltd
Delhi
02.2007 - 05.2010
- Created roster shifts to optimize manpower utilization.
- Resolved team-related issues to foster a positive work environment.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolving all team related issues effectively for better work environment.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Conducted regular staff meetings to address customer service issues and develop actionable solutions.
Customer Service Executive
Bird Infotech Services
Gurgaon
03.2006 - 01.2007
- Collaborated with Magic Bricks team to enhance project outcomes.
- Upsold memberships to existing customers, increasing retention and engagement.
- Provided company information and policies to customers in response to inquiries, addressing questions via phone, email, or online chat.
Sales Executive
Saffron Global
Delhi
06.2005 - 12.2005
- Selling mobile connections to Australian and UK customers.
- Developed strong relationships with clients to understand their needs and preferences.
- Conducted market research to identify trends and customer demands effectively.
- Collaborated with marketing teams to create targeted sales campaigns and promotions.
Education
MBA - Human Resources Management
Bharati Vidyapeeth
Pune03-2024
Bachelor of Arts -
Delhi University
07-2016
Skills
- Customer relationship management
- Data analysis
- Business development
- Service delivery improvement
- Customer retention strategies
- Feedback analysis
- Performance management
Timeline
Manager, Sales and Customer Support
Hozo Cars Pvt. Ltd
07.2026 - Current
Business Development Manager
Rastey.com
10.2019 - 06.2026
Payroll & Admin Manager
American Express (payroll - Team Lease)
02.2012 - 04.2013
Customer Relation Manager
Mega Cabs Ltd
06.2010 - 01.2012
Customer Service Team Leader
Meru Cabs Pvt Ltd
02.2007 - 05.2010
Customer Service Executive
Bird Infotech Services
03.2006 - 01.2007
Sales Executive
Saffron Global
06.2005 - 12.2005
MBA - Human Resources Management
Bharati Vidyapeeth
Bachelor of Arts -
Delhi University