R E S U M E

Prakriti Chawla

Kakowal Road, Shimla Colny

Ludhiana, (Punjab) India- 141007.

Cell: 896-***-****

Career Objectives

To learn and implement the best business practices with an organization rendering competitive environment with avenues for professional growth.

My Qualification

1-Educational

Post Graduation

2- Professional

Completed citation in DCA.

(Diploma in computer application)

Certification:-

Certified from IMT (Institute of Management Technology) Ghaziabad.

Programmed for 3day (19-21 August, 2019) from MSIL

My Present Employment

Designation : Quality Manager (Sales)

Company : Gulzar Motors Services Pvt Ltd.

Authorized Dealership of MSIL, Ludhiana.

Swani Motors Services Pvt. Ltd. (Discontinue)

Duration : 1st Oct 2017 to Continue

Profile - Responsibilities

- Ensuring that 100% enquiries from all sources are captured distributed to teams and is followed up.

- Ensuring that 100% customer queries are responded

- Responsible for IT systems & MIS

- Ensuring implementation of SOS & quality of sales aspects in showroom

- Handling of customer utilities & conveniences including processes of Floor Management, Valet, Pantry and car delivery.

- Capturing of customer complaints, response within 1 hour and resolution within 24 hours through RMs

My Previous Employment

Designation : Customer Relationship Manager (CRM)

Company : Padam Cars Pvt Ltd.

Authorized Dealership of RENO, Ludhiana.

Duration : 7st Feb 2016 to 8th Feb 2017

Salary Drawning : 2.50 Lacs per anm.

Profile – Responsibilities

a) Managing entire Customer Care Department of W/S (GT RD & FZR RD).

b) Managing report from all tele callers and service advisor.

c) Managing daily report between dealership and company.

d) Organising and checking all the activities for IACS & CSS.

e) Regular checking of all the PSF concern and services appointment.

f) Managing the customer data (SDR, PSF, RENO Secure, IACS, CSS, IFC & no show).

g) Daily report to Area Officer and dealership GM.

h) Monitor final follow-ups and customer feedback.

i) WIP in bodyshop tracked and updated on daily basis.

My Previous Employment

Designation : Customer Relationship Manager (CRM)

Company : Padam Cars Pvt Ltd.

Authorized Dealership of Chevy, Ludhiana.

Duration : 21st Jan, 2014 to 23 Sep,15

Salary Drawning : 2.50 Lacs per anm.

Profile - Responsibilities

a)Managing entire Customer Care Department of W/S.

b)Managing report from all tele callers and service advisor.

c)Managing daily report between dealership and company.

d)Organising and checking all the activities for JDP & SSS.

e)Regular checking of all the PSF concern and services appointment.

f)Managing the customer data (SDF, PSF, WARRANTY, JDP, SSS & no7 show).

g)Daily report to Regional Sales Manager and dealership GM.

h)Monitor final follow-ups and customer feedback.

My Previous Employment

Designation : Customer relationship Manager

Company : Balak Automotives Pvt. Ltd. & Modern Motors

Authorized Dealership of M&M, Ludhiana.

Duration : 1st Jan, 2007 to 31th Dec, 2013.

My SSI CHAMP experience.

a)Monitor the Cleanliness, Upkeep and Maintenance of Showroom & Parking Premises, Customer Interface areas and Display of POP (all posters & standee) and information boards (Daily Delivery Board, Offer Of month, etc.).

b)Monitor OTF Discipline for Customer Contact Details and Commitment Date communicated to customer.

c)Monitor daily review of (D-7) Delivery process by the Sales Manager with the Sales Consultant.

a.The review will be on vital aspects like vehicle condition and cleanliness, fitment of accessories, Completion of RTO, Insurance documentation, etc,

b.The review will also be on the softer aspects (customer likings, habits, profile etc.) of customer and his experience with us from walk-in to Booking to present day, which will be the basis to create a DELIGHT / RECOVERY

d)Monitor the compliance of Processes by the Role Holders and immediately escalate the GAP / Deviation to the Sales Manager. Shall also ensure that the understanding of the Processes are there with the role holders by having the role holder read 1 process circular daily in the morning meetings.

e)RAW Observation of a live Delivery Process. Should be about 1 Delivery a day. Ensure that the physical hard copy of the Delivery Tracker is filled in instantly.

f)Ensure that the 3rd Day call CCCF’s are tracked and closed with speed, spirit and quality. Ageing of concerns beyond 6 days should be escalated to the DP.

g)Ensure the Home Installation adherence; monitor the review of status and home installation feedback of customer by the Sales Manager.

h)Ensure the MNVH feedback form is reviewed by the Sales Manager with the Delivery Team and Sales Consultant.

i)Ensure the BRE feedback is shared and reviewed by the Sales Manager with the Team.

j)Personally do the Contact Calendar Planning for each customer till Aug’11 and ensure the contact is made by the respective role holders assigned for.

Reporting from Dealership To M&M

a)Daily call tracker (JDP location)

b)Daily enquiry tracker

c)Universe database

d)+ & - Verbatim sheet

e)SSI data of sales

f)AWD format

g)ISR report

h)Top 2 Box report (Sc & Dlr)

i)Contact Calendar (JDP)

j)Action plan for Mystry Shopping (JDP)

k)Review presentation for JDP customer (JDP)

l)Delivery timing tracker(JDP)

m)VC format(JDP)

n)6006 concern closing(JDP)

o)Home Installation report(JDP)

p)F2F report(JDP)

q)BRE feedback(JDP)

r)Vital Few(JDP)

s)SSI action plan(JDP)

About Myself

Date of Birth : 1st Nov, 1987.

Husband’s Name : Mr. Arun Chawla

Nationality : Indian

Marital Status : Married

Contact No. : 896-***-****

Desired to relocate : Yes

Current designation : Quality Manager

Dated

Place: Ludhiana Prakriti Chawla

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