customer relations manager

Prashanth M

# **/**, ******* *********** *****,

Karupannan pathai santhu,

Chokkamputhur,

Coimbatore - 641039

Email: *************@**********.***

Mobile : +91-959******* / 744-***-****

Objective:

Seeking an opportunity to serve an organization that offers challenges and Professional growth while being resourceful, innovative and flexible utilizing my skills and abilities in Travel, Transport & Hospitality Industry.

Having an overall experience of 16 years in Travel, Aviation and Automobile Industry.

Professional strengths:

Self motivated, dynamic Professional having good experience in Managing Travel & Transport activities with the help of a good team.

Superb communication skills and instant credibility.

Strong customer focus, relationship builder and team player incorporating an involved style with a determination to succeed and make things happen.

Combine ambition with a flexible outlook, strong commercial acumen and have the ability to multi-task in order to handle competing priorities.

Ability to identify problems quickly and generate sound solutions.

Knowledge of basic operating systems like Microsoft Word, Excel.

Work Experience:

1. Company Name : Currently working with Advaith Hyundai, Bangalore

Designation : Customer Relations Manager

Department : Customer Care, Delivery Dept. (SSI)

Duration : 11th September 2014 to till date.

Responsibilities:

Handling two dealer facilities (Residency Road Branch - Head Office & Vasanthnagar Branch)

Responsibility as a Trainer: Conducted training for SSI Dept. on monthly basis for four facilities in Bangalore.

Conducted Review meetings with Director Sales, Sales Manager, General Manager Sales along with the team on weekly basis.

Sensitization done and Action Plan prepared for the Sales team based on SSI reports received from Hyundai Motors, Regional Office.

Regular follow up done with Customer Relation Executives on complaint reports.

Follow up done on registered complaints in GDMS (Global Dealer Management System).

Monitoring on PSFU calls (Post Sales Follow Up) with CRE's.

Conducted 15th day home visits for critical customers.

Coordinating and escalating the service concern to service department if customers complain at the time of 30 day calling.

2. Company Name : Worked for Ravindu Toyota

Designation : Asst. Manager Customer Relations

Department : Sales

Duration : 22nd April 2013 to 31St July 2014

Responsibilities:

Daily follow up done with Customer Relation Executive's on complaint handling.

Capturing the Customer voice and updating in CTDMS (Centralize Toyota Dealer Management System).

Registering the internal VOC in CTDMS if customer is dissatisfied.

Acknowledging sample based VOC registered by TKML (Toyota Kirloskar Motors Limited).

Monitoring on Sales Satisfaction Index (SSI) regards to scoring.

Monitoring on PSFU calls (Post Sales Follow Up) with CRE's.

Tracking of Customer Touch Points with sales officer wise.

Capturing of ECDR (Early Complaint Detection and Resolution) and register in ECDR.

Acknowledging the critical concerns raised by the customer's to TKM.

Analyzing the process gap of all sales concerns.

Follow up with quick resolutions within the target date of complaint handling.

Generating daily and monthly reports of CR activities.

Sharing SSI action plans with sales department on monthly basis.

Review meet conducted weekly, fortnightly and monthly.

3. Company Name : Worked for Volkswagen, Bangalore,

Electronic city

Designation : Customer Relations Manager

Department : Sales

Duration : 5th June 2010 to 10th March 2013.

Responsibilities:

Daily follow up of CRM enquiries.

Coordinating with CRE's to follow up on land line, line and walk-in customers

Daily follow up done on CCMS reports and CSS report.

Taking care of Test Drives and planning accordingly to route the cars.

Daily follow up with Customers regarding their complaints and sending them apology mails and get the concern solved and also inform the customer to send a satisfaction mail.

Taking care of delivery process and taking photographs of customer with his car, introducing the after sales contact partner to the Customer to solve his queries about his car in future.

Taking care of Display vehicles, reception area, lounge room and sometimes house - keeping.

And solving the problems regarding documents concerned to RTO like R.0 card and Insurance.

4. Company Name : GLOBE GROUND India Pvt. Ltd.

Designation : Assistant Operations (Lufthansa)

Department : Services and Logistics.

Duration : 4th June 2008 to 19th May 2010.

Responsibilities:

Flight Marshalling and Ground Handling.

Flight maintenance auditing.

Training for all the staff members.

Supervision of ground handling Chauffeurs.

To sure that all the government standards for safety and security are implemented

To coordinate with the in-Flight Crew while landing.

To constantly update on newer and safer ways of coordinating operations.

Rostering and generating daily reports.

*Appreciation received and Awarded best employee for rescuing promptly during fire accidents.

5. Company Name : Live Well Aviation Pvt. Ltd. for King Fisher Airlines

India Pvt. Ltd.

Designation : Guest Relation Supervisor.

Department : Guest and VIP services.

Duration : 15th Jan 2003 to 25th July 2007.

Responsibilities:

In charge of departure and arrivals of VIPs and other Guests.

Security checks, confirmation and endorsement of tickets.

Supervises day-to-day travel requirements of elite guests; oversees travel itinerary, monitors specific travel arrangements and handles related details

Actively participates in building relations with guests

Supervises development and implementation of new Guest Relations programs as assigned under the direction and supervision of the Management

Ensures that lounge service providers are properly informed and prepared for daily

activities, coordinates ordering, maintenance and distribution of appropriate supplies

Ensures service to guest is of high quality level, involvement in guest response system via mail, telephone or in person

Provides value added service to guests such as gifts on birthdays/ anniversaries/ or personal visits during any service recovery assignment.

Participates in service recovery, and ensures progress is appropriately monitored and on target

Development and implementation of new programs to enhance guest satisfaction. Improve performance and enhance guest experience through continuous interaction and involvement

Coordinates, plans and advises on matters relating to guest flow, queuing and counter staffing to the Airport Manager

Supervises and directs the activities of support staff, such as vendors, housecleaning and their personnel

Creating, updating and maintaining MIS reports on a weekly, monthly and quarterly basis

Guiding and allotting Valets for guest escorting.

6. Company Name

Designation Department Duration

: Cox & Kings India Pvt. Ltd. : Travel coordinator.

: Inbound & Outbound Tours.

:01 July 2000 to Dec 2002.

Responsibilities:

Responsible for all travel arrangements.

Booking domestic and international travel.

Handling Hotel and Transport bookings.

Foreign Exchange.

Escorting and arrange facilities for guests.

Education:

B B A through From University of Madras (June 2003).

PUC from Vijaya College (July 2000).

Completed S.S.L.0 from the Board of Public examination, from J.H.S, Bangalore (April 1997).

Computer Skills:

Operating systems: MS DOS, WINDOWS 95/98/ME/XP.

*Completed Diploma in Computer Science from Aptech.

Personal Profile:

Date of Birth : 11th November 1980.

Age : 35 years.

Sex : Male.

Marital Status : Married

Languages Known : English, Kannada, Hindi and Tamil.

Personal Traits:

Comprehensive problem solving abilities.

Excellent verbal and written communication skills.

Ability to deal with people diplomatically.

Enthusiastic to learn.

Team facilitator.

Declaration

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

(PRASHANTH. M)

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