Cross, Milk Colony, Malleshwaram Bangalore 560 055
Phone: +91 9591394287 e–mail:firstname.lastname@example.org
Seeking to shoulder wider and challenging responsibilities in Senior Managerial Level
in the field of Customer Relations & Operations.
A seasoned Service Professional with over 14 plus years of extensive
experience in operations involving service, Business Development, Channel
Management, and Team handling.
A keen planner and strategist in managing business operations with focus
on top-line & bottom line performance and expertise in determining company’s
mission & strategic direction as conveyed through policies & corporate
An effective communicator in team building, leadership skills, with strong,
organizational abilities. Possess a flexible & detail oriented attitude.
Presently working as Manager Business Operations and Strategy
Puravankara Projects as Manager Business Operations.
Strategy Planning/ Operations Management
Handling overall service operation which involves conceptualizing and
implementing sound business strategies for accomplishment of service targets
and customer satisfaction by handling surveys such as SSI(Sales Satisfaction
Index),CSI(Customer Service Index),JD-POWER(James- David Power)etc,.
Ensured maximum customer satisfaction by providing them with pre sales/post
service assistance which helped in achieving quality service norms.
Handled training Programs for new product launches to widen the product
portfolio and generate exceptional services.
Assisted in “Train the trainees” program, to help sales and marketing team to
Key Account Management
Interfacing with customers for suggesting the most viable product range and
cultivating relations with them for securing repeat business.
Managing activities pertaining to negotiating/ finalization of deals for smooth
execution of service and order processing.
Developing relations with key decision makers in the organization for service
development in post sales negotiation stages.
Identifying corporate/ institutional accounts & strategically secure profitable
business in the concerned domain.
Periodically conducted “Do it yourself’,” True Friendship Visits”, Always around
camps” to enhance the customer’s delight.
2. Professional Experience:
Manager – Business Operations
Bangalore (Aug’14 Till date)
Developed and maintained process flow for timely referral payouts.
Established and managed an effective team regarding referral claims.
Introduced Customer Engagement initiatives, such as “Owners Day Out” at
Initiated and meticulously handled data cleansing.
Handled team for initial recognition of income towards signing of sale and
Escalation handling with referring to unresolved query from customer.
Assisting the team in handling legal query, with assistance from core legal team
Identify and assess customer response and introduce services as per customer
Allocating and assigning of the new sales Log in to the team.
Providing MIS on the relevance of income recognition.
Due diligence referring to the new sales log in’s with the required details.
Point of contact referring to the allocation and follow up of the sales log in’s.
One point of contact for all escalations referring to new product launch.
Ensured minimal resolution of customer issues to preserve customer loyalty
while complying with company policies, which accounted in appreciations from
Recognized as Top second with reference to overall performance for the year
Introduced “Welcome Call” concept for new sales log in.
Manager Customer Care
Bangalore (Sep’13 to July’14)
Responsible for understanding customer Interaction.
Ensuring generation of Enquiries through marketing campaigns.
Process Management on Post Sales Follow UP.
Interacting and coordinating with the Principal Manufacturer.
Managing standards of Customer Satisfaction.
Responsibilities: After Sales
Touch Point for all customer concerns.
Follow up and advise the service center on appointments.
Maintaining deliverable in accordance to CIC(customer Interaction Center)
3. Handled customer satisfaction Surveys as required by the principal
Elevated Customer-satisfaction index Sales and After sales from 86% to 92%
within 11 months; ensured the swift resolution of customer issues to preserve
customer loyalty while complying with company policies.
Trained customer relation executives, managers for significant improvements in
customer satisfaction in sales and aftersales.
Introduced training programs that enhanced employee performance and helped
build a motivated workforce.
TRIDENT AUTOMOBILES PVT LTD
Deputy Mangaer-Customer Care
Bangalore (Sep’ 2002 to Aug’13)
Responsible for understanding customer’s requirements during sales and post
Address the customer’s concerns.
Advice and assist by providing data the service department accordingly to
achieve their targets.
Proactively sending weekly report across all the branches on Target Vs
Processing the request as per the company’s turn around time.
Logging calls for all the branch requests.
Maintaining the lost customer’s list and to retain them.
Handling a team of 19 to achieve the target as per the guideline of company.
Completed PG Diploma in Human Resources Management 2003.
Completed Bachelor of Commerce from Sheshadripuram College, in the year
Competed P.U.C from Seshadripuram College from the year 95 – 97
from Kendriya Vidyalaya Malleshwaram in the year 95.
Received excellent feedback from reporting managers.
Achieved best scores in Key Performance Indicators.
Set a record in dec’12 for the highest number of paid service cars turn around at
CSI-2012 (Customer Service Index) score 95%.
4. Was a topper in the contests held for Pan India referring to customer satisfaction
Received appreciations in form of mails and voice.
Received best tele-caller award from HYUNDAI MOTOR INDIA LTD in the year
Self-regulation, Self - motivation, team spirit, and desire to stay on the learning
curve, like to face challenges, Team Handling.
Date of birth : 23rd
Languages Known : English,Hindi,KannadaTamilTelugu& Malayalam
Phone No. : +91 95913 94287
e–mail : email@example.com