Shashikala CV

SHASHIKALA.K.V
#115,5TH
Cross, Milk Colony, Malleshwaram Bangalore 560 055
Phone: +91 9591394287 e–mail:sashikala.kv@gmail.com
Seeking to shoulder wider and challenging responsibilities in Senior Managerial Level
in the field of Customer Relations & Operations.
Professional Profile:
 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
objectives.
 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.
Competencies Overview:
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.
Business Development/Marketing
 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
achieve targets.
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.
Professional Experience:
Puravankara Projects
Manager – Business Operations
Bangalore (Aug’14 Till date)
Responsibilities:
 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
various projects.
 Initiated and meticulously handled data cleansing.
 Handled team for initial recognition of income towards signing of sale and
construction agreements.
 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
demand/needs.
 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.
Achievements:
 Ensured minimal resolution of customer issues to preserve customer loyalty
while complying with company policies, which accounted in appreciations from
management.
 Recognized as Top second with reference to overall performance for the year
2013-2014
 Introduced “Welcome Call” concept for new sales log in.
Professional Experience:
NAVNIT MOTORS
Manager Customer Care
Bangalore (Sep’13 to July’14)
Responsibilities: Sales
 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)
Standard
 Handled customer satisfaction Surveys as required by the principal
manufacturer.
Achievements:
 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)
Responsibilities:
 Responsible for understanding customer’s requirements during sales and post
sales.
 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
Achieved.
 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.
Academic Background:
 Completed PG Diploma in Human Resources Management 2003.
 Completed Bachelor of Commerce from Sheshadripuram College, in the year
2001.
 Competed P.U.C from Seshadripuram College from the year 95 – 97
 Completed 10th
from Kendriya Vidyalaya Malleshwaram in the year 95.
Achievements:
 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
service centers.
 CSI-2012 (Customer Service Index) score 95%.
 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
2005.
Perceived Strength:
 Self-regulation, Self - motivation, team spirit, and desire to stay on the learning
curve, like to face challenges, Team Handling.
Personal Details:
 Date of birth : 23rd
January 1980
 Languages Known : English,Hindi,KannadaTamilTelugu& Malayalam
 Phone No. : +91 95913 94287
 e–mail : sashikala.kv@gmail.com
(Shashikala.K.V)

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Shashikala CV

  • 1. SHASHIKALA.K.V #115,5TH Cross, Milk Colony, Malleshwaram Bangalore 560 055 Phone: +91 9591394287 e–mail:sashikala.kv@gmail.com Seeking to shoulder wider and challenging responsibilities in Senior Managerial Level in the field of Customer Relations & Operations. Professional Profile:  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 objectives.  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. Competencies Overview: 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. Business Development/Marketing  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 achieve targets. 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: Puravankara Projects Manager – Business Operations Bangalore (Aug’14 Till date) Responsibilities:  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 various projects.  Initiated and meticulously handled data cleansing.  Handled team for initial recognition of income towards signing of sale and construction agreements.  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 demand/needs.  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. Achievements:  Ensured minimal resolution of customer issues to preserve customer loyalty while complying with company policies, which accounted in appreciations from management.  Recognized as Top second with reference to overall performance for the year 2013-2014  Introduced “Welcome Call” concept for new sales log in. Professional Experience: NAVNIT MOTORS Manager Customer Care Bangalore (Sep’13 to July’14) Responsibilities: Sales  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) Standard
  • 3.  Handled customer satisfaction Surveys as required by the principal manufacturer. Achievements:  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) Responsibilities:  Responsible for understanding customer’s requirements during sales and post sales.  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 Achieved.  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. Academic Background:  Completed PG Diploma in Human Resources Management 2003.  Completed Bachelor of Commerce from Sheshadripuram College, in the year 2001.  Competed P.U.C from Seshadripuram College from the year 95 – 97  Completed 10th from Kendriya Vidyalaya Malleshwaram in the year 95. Achievements:  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 service centers.  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 2005. Perceived Strength:  Self-regulation, Self - motivation, team spirit, and desire to stay on the learning curve, like to face challenges, Team Handling. Personal Details:  Date of birth : 23rd January 1980  Languages Known : English,Hindi,KannadaTamilTelugu& Malayalam  Phone No. : +91 95913 94287  e–mail : sashikala.kv@gmail.com (Shashikala.K.V)