Edlebert Fernandes Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Mumbai Area, India

The focus has been multifold across the following areas:1. Improve the data quality within the CRM system and enforce a structure among Retailers and employees to manage data within JLR India's Salesforce effectively2. Manage JLR India's sales funnel and ensure that leads from all customer touch points (both Digital and Offline) are effectively managed and acted upon in a timely manner3. Ensure that JLR India's Call Centre agency works in line with JLR India's business requirements for Sales and Marketing actions4. Manage customer journeys and email sends through Salesforce and automate important email communications across the customer journey5. Work alongside the creative agency to improve email comms through insights derived6. Explore new avenues to automate and improve business processes wherever possible and implement these. Have worked on building JLR India's Marketing Retailer Co-op system, automating mail sends in Salesforce Marketing Cloud and refining JLR India's online Branded Goods portal.Although the initial job involved managing data and comms-related actions for JLR India, the role has grown to encompass insight generation across functions.To this effect, have learnt Tableau and Excel's Power Query from scratch on-the-job and have been using this to aid the organisation to derive meaningful actionable insights from the various data sources available both internally and externally.

Mumbai Area, India

Winner of Rising Star Award Tata Motors CVBU, 2018-2019As Tata Motors strives to improve the overall experience its customers receive at various touch points, my role involves exploring, analysing and implementing various initiatives which will help improve the CEI score for Tata Motors CVBU. Exploring opportunities for process improvement and carrying out innovative solutions to business challenges is part of the role. Also, taking steps towards reduction in customer sales complaints is part of the job.One of the major achievements has been the deployment of a Post Sales Feedback (PSF) desk at every dealership and the subsequent linkage of the same to root cause addressing of customer complaints. The desk has also been digitised through the deployment of a CRM module for the PSF efforts.The actions taken have resulted in an increase in the internal PSF score from 79% in F18 to 82% in F19 and to 85% in Q1 F20 and the deployment of an improved process to better identify customer complaints accurately.

Winner of Rising Star Award Tata Motors CVBU, 2016-2017Winner of Rising Star Award Tata Motors CVBU, 2017-2018TML E-Guru – Tablet-based mobility initiative – Jul 2017 to Mar 2018• Carried out quantitative research to understand the features to be included in the solution• Liaised with internal teams and multiple agencies to deliver the solution • Deployed the solution - product demo, need analysis, enquiry management, sales pipeline• Reach – Pan-India initiative for 240 dealerships and for 350 TML employeesTML Sales Champion – Comprehensive Evaluation Model – Jul 2016 to Jul 2017• Developed a template to map knowledge levels of sales force vis-à-vis their sales performance• Conceptualised an online platform to evaluate sales force manpower• Managed end-to-end rollout of the evaluation program – communications, training, analytics, technology• Presented a Talent Scorecard to every dealer to highlight key areas of focus in training manpower• Reach – 8,000 Dealer Sales Executives and 350 TML employees

Mumbai

• Critically analysed competitor’s steps and developed plan to build awareness among customers about the 3718 truck product offering• Captured customer verbatim about the 3718 truck in the Mumbai area• Provided an action plan to establish the 37 ton truck in the Mumbai market

Mumbai Area, India

Awarded a special letter of appreciation from Chief Executive Dr. Pravin Shah for work done in tech initiatives• Managed experiential marketing projects aimed at improving overall customer satisfaction• Designed and managed rollout of solution – touchscreen kiosks & tablets at all dealerships in India• Drove dealer acceptance of the solution through confidence-building trainings and continuous reporting of key metrics• Liaised with product teams and agencies to deliver solution within deadline• Envisioned and implemented mobile enquiry management app and imparted training

Master Of Business Administration (M.B.A.)

Bachelor Of Engineering (B.E.)

Education record

Education record