Sushmita Das

Coordinator - Dubai

CRM T: +971-**-*******

E: ac088e@r.postjobfree.com

PERSONAL DETAILS

Date of Birth: 8th August, 1985

Passport No.: J9777344

Visa Status: Husband Visa

Marital Status: Married

Linguistic Skills: English, Hindi, Marathi & Bengali

Preferred Job Location: Dubai, UAE

UAE Driving License: Yes

LinkedIn Profile: https://www.linkedin.com/pub/sushmita-das/30/94b/b05

PERSONAL STATEMENT

An experienced and talented Customer Relationship and HR Manager who has the motivation and right skill sets needed to retain customer satisfaction by resolving customer complains, service & sales related issues within defined timelines. She has the effective communication skills to build a profitable relationship with customers and key decision makers alike.

AREAS OF EXPERTISE

Headed the Customer Relationship Management Team in resolving all the sales & service related issues.

Making strategies for efficient functioning of the CRM team to enhance customer satisfaction and retention.

Proficient in MS Word, Excel, PowerPoint, Outlook, CDK & CDMS (SAP) tools.

CAREER HISTORY

AL Nabooda Automobiles

Coordinator – Customer Relationship Management MAY 2015 – JUNE 2015

Responsible for handling all customer complaints, responsible for taking customer feedback on call, maintaining customer database on CDK system on daily basis, providing suggestions to service advisers and help in resolving issues within defined timelines and building an extensive client base.

Duties

Collecting feedback from customers over telephonic calls, register it into CDK and assign it to the concern department/person to take corrective actions.

Handling all kinds of Customer Complaints.

Achieve daily and weekly targets.

Updating customers with promotional offers as and when required.

To follow respective escalation matrix in order to resolve customer complains within the defined timeline.

Ensuring accurate customer information is updated into the system, which helps other business units to communicate promotional offers as and when required.

Regular update of customer’s feedback on CDK System.

Providing suggestions to service advisers in order to minimize recurring complaints.

Piaggio Vespa India Pvt. Ltd.

Asst. Manager – Customer Relationship Manger JAN 2013 – JAN 2014

Responsible for handling all customer complaint, assisting in legal cases, Preparing progress status reports on daily basis, providing suggestion to team, supporting all service centers in resolving issues within defined timelines, preparing weekly and monthly MIS, and building an extensive client base.

Duties

Handling all sorts of Customer Complaints & assisting the legal advisory team in resolving Legal Cases. Analyze them and provide strategic solutions to retain customer relationship and loyalty.

Was responsible for developing CRM best practices across Piaggio PAN India by optimizing the processes and procedures to deliver the world class customer experiences across the consumer lifecycle.

Making strategies to enhance the effectiveness and productivity of the CRM team.

Making sure company policies are customer focused and compliant with the industry standards, carry out compliancy check on regular intervals and take necessary measurements.

Making sure customer database/records are up-to-date by conducting internal audits on regular intervals.

Involved in training call center executives to respond to customer issues in a sensitive manner and update the complaint database accurately.

Conducting Induction programs for the newly recruits (sales & service division).

Performing gap analysis if the CRM strategies are not achieved as per brand set guidelines.

Organizing awareness programs and conducting sessions to convey the CRM strategies to the relevant teams. Making sure customer complaints are well understood and resolution timeline is provided by estimating the required effort.

Preparing daily reports, monthly MIS reports, and weekly Progress status reports.

Responsible for maintaining relationship between Piaggio and the Franchise/dealers.

Achievement

Awarded for BEST PERFORMER (SHABASHI AWARD) of 2ND QUARTER 2013: Excellent contribution exhibited in streamlining the process of complaint management in terms of receiving the complaints from field till follow up and closure of same, played crucial role in implementing and obtaining ISO certification in the area of CRM, Continuous tracking of complaints facilitated resulting into reduction in the resolution time to 7 days from 11 days.

Travel Port India Pvt. Ltd

Asst. Manager – Customer Relationship Manger JUN 2008 – DEC 2012

Duties

Actively managed corporate tie-ups, Customer Relationships management.

Customer Complaint handling.

Ticketing Services.

Preparing presentations for executives.

Develop relations with new clients and secured profitable business.

Managing brand building, promotion & advertisements.

Resume screening on Naukri.com & Quikr (For Marketing Team) and conducting interviews.

Daily, weekly and monthly report generation and presentation to executives.

Supporting all the service centers in resolving all service as well as sales related issues.

Managed a team of 5 Marketing & Sales representatives and groomed them for their role.

ICICI Bank Ltd.

Summer Training June 2007 – July 2007

Analyzing the market potential of Small Enterprise Group (SEG) of ICICI Bank for Pune region.

ACADEMIC QUALIFICATIONS

MIT Pune, India 2011 – 2012 Certificate in Human Resource Management

University of Pune, India 2006 – 2008 MBA in Marketing

M.S University (Baroda), India 2003 – 2006 Bachelors of Commerce

REFERENCES – Available on request

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