Customer Service Manager

Jaimin Thakor

Greater New York 917-***-**** *********@*****.***

Summary:

A Successful Manager with 15 plus years of experience in automotive and transportation vertical that has brought me great work experiences. I am very strong in both these professions and now I search to work for the best in the industry. I have excelled in leadership roles while having great relations with decision makers and cross-management teams. I am Accomplished Product Manager & Brand Marketing Manager., Success in Business Development, Account Management, planning strategies, executing in CRM, Dealer Marketing, Dealer Training, Experiential Marketing, Fleet Management, and High Customer Service Quotient. Active to EV culture and actively influencing local dealers and community leaders.

Automotive Marketing

Dealer Marketing - Define & implement annual program of Marketing events for all new & life-cycle product launches & tactical events - marketing, auto-shows, motorsport events, and driving experiences. Dealership Process Management, both small and large volume dealers. Set Customer Service Standards & parameters (CSI), apply detail analysis for all staff (KPI), and include principal in decision process. Applied digital, software, and technical tools to sync the flow of operations. Brand Marketing - Development & implementation of the long term loyalty strategy which is a focused, engaging continuous lifetime dialogue. Manage and developed overall program budget. Planning and executing SEO/Digital experience, CRM, Analyst - developed strategies based on new and life-cycle models targeting to reach core audience. Connect and maintain relationship with agency partners for successful execution. Counsel and advise other business areas in company on messaging for brand to be reflected in their businesses. Use data integration to work collectively across the brands, improve process to review and scope of work. Cross Management - worked with multiple agencies and cross functionally to ensure the effective and thorough modulation of communication, act as a brand steward to integrate the communication and participate in strategy and planning.

Transportation & Operations

Fleet operations - forecasting, purchasing, brand relations, Vendor relations, and maintenance. Analyze data to improve on-demand and road operations, with a focus on providing excellent service to customers. Customer Management - Established and Manage call center, provide hands-on leadership in achieving transportation business objectives. Manage and develop web based and classroom training. Manage budget, provide monthly updates and monthly forecasts. Managed regional & local distribution Accounts, manage inventory on daily basis to control costs and complete monthly inventory reports. Manage business operating system re-bills, inspection data input and reports, to ensure fleet planning process and engage all stakeholders and incorporate into business plan. Develop and overview the financial analysis related to fleet planning and develop sensitivity analysis to understand the related impact boundaries. Recommend and managed continuous operations and process improvement for the high value customer retention program, provide guidance to business and marketing teams.

Experiences:

Self-Employed - Operations Manager - Greater New York City June 2014 - Present

Clean Air Car Corp LLC - Transportation Manager - New York City March 2013 - April 2014

MBUSA - Marketing & CRM Manager - Northeast States May 2007 - November 2011

AL-Hassan Freights LLC - Operations Manager - Greater New York City March 2007 - December 2012

Budget Rent a Car - Station Manager - New York City May 2005 - November 2006

GM - Events Manager - Nationwide January 2000 - December 2004

PROFESSIONAL SKILLS: ADVANCED EDUCATION:

- Fleet Management - NYC College of Technology - Deferred 1998 - 2000

- Automotive Brand Marketing and CRM - Mechanical Engineering Technology

- High Customer Service Quotient (CSI): Expert - City College of New York - Deferred 1994 - 1998

- Call Center Management - Mechanical Engineering

- Training and Recruitment

- Events and Experiential Management

- Budget and KPI - USA Citizen

- Microsoft office applications, especially Excel and PowerPoint

- Ability to lead a cross-functional team - Active in EV community, influencing dealers & leaders.

- Digital Integration and CRM Software

- Account Management

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