Customer Service Relationship Manager
Resume:
V KOWSALYA
***************@*****.***
Coimbatore
Customer Relationship Manager offering 6-years track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Customer Relationship manager – G Square Realtors Pvt Ltd Coimbatore May 2022 - Current
Handling customers to process for registration within the stipulated time period.
Ensuring the entire payment collection from the customer and established quality control standards and followed procedures for optimal customer interactions.
Maintained statistical database of customers using Salesforce for types of customer agreements, Payment collection, Legal and resolutions offered by organization.
Post sales customer follow up, resolving customer escalations, repeat purchase where some other attributes.
Liaised between customers and organization with particular focus on working with Sales and CRM department.
Made customers aware of current and new programs and services and managed customer relations on ongoing basis to maximize customer retention.
Delivered superior customer service to strengthen relationships and drive future business revenue.
PROFESSIONAL SUMMARY
WORK HISTORY
Customer Relations Manager Audi Coimbatore Coimbatore August 2018 – March 2022
Worked with clients to address and assist with banking to process through vehicle purchase.
Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
Maintain and monitor customer relations department KPIs for business analysis and forecasting upcoming month target.
Facilitate reviews and inputs for business planning to improve processes with CEM, LRS and Audit score.
Manage synthesis of customer complaints from all sources and ensure appropriate communication to relevant stakeholders and create action plans for complaint closure.
Post sale feedback, seek and analyse customer satisfaction feedback
(CEM) on the overall Audi sales experience. Ensure resolution of open issues.
Track the progress and resolution of customer complaints with relevant stakeholders and escalate to dealership senior management if required. MEASURE REPORTS SOFTWARE
Sales Force & DMS
Customer Experience Management Software (CEM)
Customer Complaint Management (Hot Alert / Escalation)
Lead Response Score (LRS)
Questions pertaining to Sales Process Audit such as: Vehicle Handover / Delivery Process CRM Process Quality
Bachelor of Engineering Electronics and Communication Engineering KGISL Institute of Technology, Coimbatore August 2013 – May 2017 Higher Secondary School
Sindhi Vidyalaya Matric Higher Secondary School – CBE June 2012 – April 2013 SSLC
Sindhi Vidyalaya Matric Higher Secondary School – CBE June 2010 – April 2011 ACADEMICS
Sales Force Dot Com (SFDC)
Database Management System ( DMS) Software
Customer Service
Active Listening
Time Management
Data Analysis & Marketing
Negotiation
Business Development
Objection Handling
Meeting Monthly Targets
Customer acquisition & Retention
Star CRM Performer for the Quarter III - G Square - 2022
CRM Topper for the Quarter IV - G Square – 2022
Best CRM for the Quarter I - 2023
Best Customer Relationship Manager – Audi India – 2019 / 2020 / 2021
Best Performer for Quarter IV – Audi Coimbatore – 2019 Father’s Name: P.Veera Kumar
Date of Birth: 22-08-1995
Languages Known:
English Tamil Kannada
To Read
To Speak
V.KOWSALYA
Date:
SKILL SET
AWARDS & HONOUR
PERSONAL DETAILS
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