Bavani.A

Email: adien4@r.postjobfree.com

Mobile: 91-805*******

PROFESSIONAL SUMMARY:

Overall Fourteen years’ experience in Customer Care Department and Nine years as manager in Customer Care department of organizations.

Lead the Customer Care department, supporting all inbound service inquiries; provided focused, timely, high quality resolutions for escalated customer issues and developed broad influence through a robust set of internal/external relationships across the organization. Promoted a win-win outcome within among and across teams, using the diverse perspectives of others to achieve results and improved the customer's experience among other tasks.

Developed quality leadership by sharing knowledge, vision, goals and open communication.

Improved overall morale. Used a "Team" philosophy to grow a strong working relationship and team building.

ACHIEVEMENTS:

Certified as BEST Customer Accounts Manager by Honda (HCIL) 2011.

Selected as BEST Customer Accounts Manager by Honda and went to Noida, HCIL Plant.

Professionally trained H-CAM, H-Smart-ADV by Honda (HCIL).

Awarded for BEST COMPLAINT HANDLING (2015 FLOOD) by Honda.

Awarded as BEST CUSTOMER SUPPORT EXECUTIVE by Mahindra & Mahindra.

Professionally trained CRE by Mahindra & Mahindra

Professionally trained CRM by Honda.

CAREER RECITAL :

V.S.T Titanium Motors – Mercedes Benz Dealer PRM– After Sales Dec 2018 – Aug 2020

Promoted as Priority Relationship Manager- After Sales.

Responsible for Service appointments and vehicle inflow and Throughput of the Organisation.

Executing Campaign plans in order to attract potential customers and retain existing ones.

Handling Direct Mercedes Benz escalation complaints and internal complaints.

Preparing Root cause analysis and countermeasure for complaints.

Responsible for CSI Score.

Lead the team of Priority Relationship Executives, driving them to achieve their targets by executing special service offers.

Generating after Sales reports.

Preparing Monthly reports and submitting to Mercedes Benz India.

Taking care of Goodwill Claims of Dealership.

Volkswagen Madras CRM – Service Marketing Jan 2018 – Nov 2018

Promoted as Customer Relationship Manager-Service Marketing.

Responsible for developing, implementing and executing strategic marketing plans for the growth of Business.

Executing Campaign plans in order to attract potential customers and retain existing ones.

Developing the marketing strategy for the company in line with company objectives.

Co-ordinating marketing campaigns with sales activities.

Responsible for inflow of service vehicles.

Preparing Monthly reports and submitting to Volkswagen.

Lead the team of CRE’s, driving them to achieve their targets by executing special service offers.

Capital Honda Customer Relationship Manager Apr 2015 – Jan 2018

Promoted as Customer Relationship Manager.

Responsible for handling Customer complaints, internal and direct escalations to Honda, related to Service.

Preparing PDCA’s for all dealer and Honda escalated 121 Complaints.

Collected & collated data on repeat jobs/ other specific complaints & discussed the same with the manufacturing team for counter measures.

Lead the team of CRE’s, driving them to achieve their targets by conducting service camps.

Making Special Activity calls.

Conducting Special events for customer, especially JDP Customers.

Making monthly Service MIS reports for HCIL and Service Advisor wise analysis Reports.

Responsible for handling and closing all escalations from customers regarding service quality.

Responsible for Handling Service Advisors complaints and generating their reports based on Instant Feedback and Post Service Feedback Analysis.

Capital Honda Customer Accounts- Team Manager Aug-2010 – Mar2015

Taking care of customer complaints.

Responsible for Parts Up gradation Calls.

Special Activity Campaign Calls.

Responsible for Service Feedback and Marketing calls.

V.S.T Auto Agency Ingenious Customer Relation Executive Feb’2007 - July’ 2010

Making Feedback and Marketing calls.

Visiting to customer place for special occasions.

Conducting special events for JDP Customers.

Taking care of customer complaints.

Making Retro fitment calls.

Taking care of JDP Customers by maintaining JDP Calendar.

Sending Service due Remainder Letters to customers.

ABT Maruti Ltd Showroom Hostess and Finance Coordinator Feb’2006 - Jan’ 2007

Receiving customers and taking care of Showroom

Responsible for Entire Showroom activities and handling customers.

Dealing with customer regarding New car Finance co-ordination

Making Telemarketing calls.

R.K.Industries Merchandising Co-ordinator July 2005 - Dec’ 2006

Dealing with customer queries.

Preparing Quality Analysis Report.

Dealing with Foreign delicates orders.

Quality checking of Garments.

EDUCATIONAL QUALIFICATION :

1.IGNOU (Tamilnadu Open University, 2004-2006) - Passed out M.B.A (HR) with a distinction score of 77%

2.Madras University (Prince Shri Venkateshwara Arts and Science College, 2001-2004) - Passed out B.Sc Micro Biology with a First class score of 71%

3.Higher Secondary (2001) - Passed out with a First Class score of 70%

4.Matriculation Board (1999) – Passed out with a Distinction score of 87%

HOBBIES:

Hearing Music’s

Drawing

Playing Carom

PERSONAL DETAILS:

DATE OF BIRTH : 29.08.1984

NATIONALITY : INDIAN

RELIGION : HINDU

FATHER’S NAME : GUNASEKARAN.B

HUSBAND NAME : ASHOK.S

LANGUAGES KNOWN : ENGLISH, TAMIL, AND SANSKRIT

DECLARATION

I hereby declare that all the above mentioned information is true to my concern and knowledge.

Place: Chennai Signature

Date:

(Bavani.A)

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