Sales Manager
Resume:
Simranjeet Singh
***************@*****.***
Summary:
Overall 16 years of experience in Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers. Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business
Providing training on administrative policies and procedures for all department personnel. Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers. Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives. Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy. Looking for Similar kind of full time opportunities down the line.
Quality /Sales Manager NEXA (Modern Automobiles, Panchkula)
Nov 2017 to Present
Key Deliverables
Responsible for achieving Sales and Wholesale targets.
Taking care of Sales /Admin team, enquiry management and follow up.
Maintaining Payment/Delivery tracker for vehicle order purpose.
Taking care of RM/SRM daily/Weekly roster.
Handling customer complaints and issues.
Supervision to maintain hospitality and floor decorum.
Taking care of event management.
Customer visit to ensure booking and retail.
Managing floor Walk-Ins and feature explanation.
Regular follow ups of Booking, Waiting and Retail customers to curb issues internally.
Call Center / Service Manager (CCM) Globe Toyota Ambala
Jan 2017 to Nov 2017
Key Deliverables - Service Operations
Responsible for achieving targets of Service.
Taking care of Sales through calling on drop out data for 8 Dealerships of Globe Toyota (Punjab/Haryana).
Managing service operations at Dealership workshops with focus on implementing SOP and procedures.
Achieving monthly/ yearly pick and drop facility.
Ensuring that operations at the service points match the company’s standards.
Organizing Calling Campaigns for Inactive customers, service marketing& analyzing competitors’ situation, products advantage/ disadvantage and competitiveness.
Analyze current procedures and activities to identify and present opportunities to increase output/ fix it right first time.
Analyze comeback sheets, vehicle repair history to identify the possible root cause resulting in come back & submit monthly Comeback Analysis report to Toyota Kirloskar Motor (TKM).
Discuss all new technical developments with quality group members and also get feedback from them for sending FTIR to solve/improve field defects.
Client Servicing
Monitoring the post service activities like post service feedback, follow up with the customers, service reminders.
Handling customer complaints, call-center activities management for superior customer service.
Enhancing satisfaction matrices through on-time delivery of cars after servicing at workshops & monitoring customer complaints & warranty issues.
Team Management
Supervising & monitoring the performance level of the Service/Call Center staff for ensuring superior customer service and accomplishment of service targets.
Conceptualizing & developing training & development initiatives for improved performance & productivity.
Organizing competence development for service staff, discussing current work issues; devising solutions for enhanced operations.
Taking care of staff work stress by pitching stress buster activities and introducing new KAIZENS every week.
Achievements
Successfully completed Toyota’s Holi Campaign by converting 300+ Inactive customers in the month of March’17 and also claimed First position across North region.
Enhanced the retention rate of 1K (13%) and 5K (9%) service.
Enhanced the conversion rate by 6% at group level.
Improved contact rate by 4% at group level.
Reduced NO SHOW rate at group level by maintaining less than 23% month wise.
Improved alternate availability and database accuracy.
Increased sales by 30% through drop out database at group level.
(Business Development Manager) DTS Live,Panchkula
Jan 2016 to Jan 2017
Responsibilities:
Generate new leads/business at onsite client engagement level.
Keeping track of and maintaining weekly reports to be shared with internal and external teams.
Understand the existing leads and helping team understand the requirements to generate business accordingly.
Monitor account performance against client SLAs.
Prepare candidates for onboarding and welcome them.
Adhere to and monitor my team to adhere to employment policies for onboarding candidates.
Assists candidates and clients with daily inquiries.
Maintain high work ethics and standards throughout team.
Account Management Includes:
Account management
Approaching decision makers and maintaining relationships for current and future business.
Ensure that business pipeline remains full with qualified leads & prospects.
Business Development and lead generation.
Provide coaching for existing Account Executives & training for new reps.
Market Research/Analysis and Understanding Industry Trends.
Team leader at Serco Private Limited, Mohali
Oct 2012 to Dec 2015
Responsibilities:
To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable.
Delivery of team sales, service level components, quality and productivity targets & indicators.
People Management, including all HR related issues, as well as staff development.
Operational Management: Managing the floor, adherence to schedule.
Ownership and problem resolution.
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Training and development of staff.
Motivation, leadership for a team of 35 and developing future leaders.
Recommendations for product and process development based on customer feedback and analysis of the same.
Conducting performance appraisal for the team.
Contribute for the initial hiring and selecting process of the front line.
Compiling reports on team’s performance and customer feedback.
Communication and being a focal point of dissemination of information from management to team and vice versa.
Work very closely with team members to solve customer problems. Also needs to understand agent’s problems and weaknesses and address these.
Offers solutions and suggestions for process and product improvement to management.
Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.
Possesses certain additional supervisory level authority for reversal of charges.
Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.
Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Team leader at KocharInfoTech Private Limited, Amritsar
May 2008 –Oct 2012
Responsibilities:
Teams performance and Handling team of 25 agents and 1 S.M.E of Domestic & International Process.
Timely submission of Operations Review in International process.
Handling US/UK Process for technical Troubleshooting.
Attrition control.
Conduct audits & share feedback with team members.
Analyze various reports including process dashboards & team performance reports.
Work with the manager to develop/implement action plans to achieve desired performance levels.
Target achievement on International sales.
Responsible for Client escalations.
Propagate positive teamwork across work groups & drive business results.
Active participation during team huddles to ensure retention.
Own and Drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives.
Sales& Marketing Manager – Two/Four Wheeler Loansat Centurion Bank of Punjab, Amritsar
July2003- Nov .2007
Responsibilities:
Responsible for sourcing Auto loans through Channels – Dealer/DSA, Bank Branches and Corporate Sourcing.
Achieve targeted disbursements, weighted IRR & cost of acquisition.
Empanel new channel partners to grow business.
Source Used Cars cases from organized players in the market.
Achieve The Insurance Cross Sell targets
Build and manage a team of 4-5 dedicated executives.
Handling the team of 10 People.
Sourcing Business from Dealers and Branches through the FOS Team.
Ensuring that time lines of disbursal are met.
Ensuring collection of Post-deliveryDocuments like Registration certificates.
Cross selling the other Third Party Products.
Maintaining TAT / PDD and servicing dealers.
Sales& Marketing Executive– Two/Four Wheeler Loansat Centurion Bank of Punjab, Amritsar
July 2001- May 2003
Responsibilities:
Responsible to achieve monthly targets of two/four wheeler sales.
Greeting and dealing of dealership walk-in to insure sales.
Putting the canopy and organizing fair to maximize sales.
Responsible for completion of all required documentation to disburse customer case file for login.
Responsible for accessories and other value added products.
Computer Proficiency:
3 years Diploma in certified Computing from Aptech Computer Education.MS Word, MS Excel, Windows XP, Windows Me, Windows 98, Intermediate Internet Skills, Basics of HTML, C,C++, Oracle SQL, Handling Windows troubleshooting.
Education: Bachelors of Arts from Allahabad University in 2003
References: References and writing samples available upon request.
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