Bhagyashree D. Email and Phone Number

HR AdministratorRoles & Responsibilities:• Participating in Recruitment Efforts• Scheduling Job Interviews and assisting in interview process• Preparing New Employee Files• Maintaining current HR Files & documentations• Maintaining records related to grievances, performance reviews, disciplinary actions• Setting appointments and arranging meetings• Collecting Employment and Tax Information• Participating in Appraisal process

Customer Service, Business Development, Business Analysis, Customer Handling, Customer Service Management, digital Portals handling, report analysis. MIS Report, Escalation handling. Root Cause analysis

Customer Care/Relationship Manager – Jun 2018 to currentM/S Autobahn Automobile Pvt Ltd. – Kavish FORD & Autobahn VOLKSWAGEN workshop Authorized dealers of multinational brand in Automobile. Reported to General Manager / Managing DirectorRoles & Responsibilities:• Handling the three domains for SMR/Appointment Team.• Regular Analysis of Calling data turn-up & SMR Team performances• Daily & monthly setting the Target for each domain & updating total thru put of vehicles to Service Heads & GM• Pick up and Drop Management• Managed PSF team of Service for next day follow up Analyze Open concerns and categorization of the same based on the type of complaints• Closing The Hot Alert concerns raised, interact with customer and update in portal with proper closure document• Conducted VEHICLE MODEL DAY in celebration of X-mass for generates more vehicle load.• Handled Front Office for a short tenure and manage all Walk in and Appointment customers.

Customer service & Complaint Handling Jogeshwari & Govandi location Authorised dealers of Hyundai brand in AutomobileM/S Shivam Autozone Pvt Ltd – Centralised Service Marketing –Nexa Shivam Autozone Andheri workshop,& Maruti Suzuki channels- Talasari, Shahapur, Nalasopara Workshops Authorised dealers of Maruti Suzuki brand in Automobile. Reported to SMR-HEAD/CEO/CFO/Managing DirectorMaintaining the Dealership Service data.Accountable for Dealer KPI parameters.Strictly monitoring Sales & Service RetentionDaily Maintaining & Tracking Target & Achievement sheetMonitoring Location CRMs report & Analyzing the performanceAbility to deep dive for the performance with team & conclude with resolutionsMonitoring Customer complaints of PSF Visit follow up with CRMs and also directly handling all escalated complaintsMonitoring CRE’s Team for effective “service Reminder” calls for paid services and giving appointmentsAnalyzing and sending daily Reports of Post visit follow up, SMR Calls, Pending List.Cost and Time Deviation Report, Daily workshop Loading to Works ManagerDiscussing with works manager and General Manager with Job related to them on daily basis.Providing Induction Training to newly appointed staff.Preparing Various Reports like CRE Tracking and Productive Reports, Appointment Vs Turn up Report, Target Vs Achievement Report, PSF Concern, Advisor wise Complaint Report, CEI Report etcMonthly basis Preparing Report..strict adherence to service processTo discuss Productivity on weekly basis with higher Authority.Constantly monitored the calls of the executive and over saw the quality of calls made.Working on root cause analysis of complaints that are frequently being raised by the customersMaintaining System Portals for e.g. WhatsApp Studio, Google studio, ECRM, ARTIMIST, DIGIVCRAFT, KNOWLARITY, CRM 2.0, WAPSENDER.

Assistant Customer Care Manager – Aug 2017 till May 2018 Authorized dealers of Maruti Suzuki India Limited Reported to Service HeadRoles & Responsibilities:• Managed the overall operations of PSF & Appointment team• Targeted and achieved monthly Inflow of 900 cars• Extraction of Calling Data from DMS and distribution amongst the SMR Team• Regular Analysis of Calling data turn up & SMR Team performances• Pick up and Drop Management• Managed PSF team for 6th day follow up, Analyze Open concerns and categorization of the same based on the type of complaints• Close all open concerns within 48 hrs. with proper Satisfaction Note and documentation.• Exposed to MSIL regular Audits• Handle HO Concerns raised, interact with customer and revert to MSIL with proper closure• Conducted periodical Service Campaigns• Handled Front Office for a short tenure and manage all Walk in and Appointment customers