Naveen Singhal Email & Phone Number

New Delhi, Delhi, India

• Developing and implementing strategies to elevate customer satisfaction and retention.• Leading initiatives to innovate and enhance products/services, aligning them with evolving customer needs.• Collaborating with cross-functional teams to identify growth opportunities and formulate strategic plans.• Leading a 4-member team in the Customer Experience department, including the Head of Marketing and CRM.• Driving growth through exceptional customer service and team training on cultivating connections with senior management at client companies.• Conducting on-site visits to client locations exploring new business opportunities and strengthen partnerships.

Jaipur, Rajasthan, India

• Leadership of a direct team of 3 members, including Sr. Managers & Managers, with overall responsibility for 42 individuals across Sales, Customer Service, Finance, and Administration.• Managed leads generated through the App, Web Portal, and direct walk-ins.• Steered the entire CarDekho Mall operations in Rajasthan, focusing on Customer Service, Revenue Generation, and profitability from sales of Used Cars, Finance, Insurance, etc.• Reviewing and assigning targets to the team, monitoring KPI such as sales, average margin on vehicles post-cost considerations, and overseeing in-house finance and insurance.• Monitored and planned inventory aging and showroom utilization, ensured optimal utilization of certified cars parked versus showroom capacity.• Contribution to system integration initiatives aimed at enhancing productivity, including the implementation of MIS reporting to senior management.

Jaipur

Jaipur

Jaipur

Role:✮ Heading a team of 4 members consisting of Managers and Asst. Managers Customer Service & repeat Sales✮ Responsible for Customer Satisfaction & Revenue Generation for Mahindra World City, Jaipur (MWCJ) from office space solutions, Industrial land leasing and BTS solutions - warehousing✮ Executing annual NPS Surveys and Quarterly Client Meetings to ascertain customer satisfaction & subsequent corrective measures✮ Achieved +100% NPS targets consistently. Started from a NPS score of -24 and taken it to +88 during the tenure.✮ Planning and executing various Customer Engagement events to enhance vibrancy, interaction and boost overall sense of belongingness to the organization. Highlights:✮ Successfully accomplished +100% sales target year on year✮ Several appreciation & champ of the month certificates received.

Gurugram, Haryana, India

• Led a team of 7 individuals and overseeing multiple projects.• Ensured the highest level of customer service while meeting all business process requirements.• Prioritized sales by guiding clients through the home loan process from application submission to final disbursal.• Secured repeat sales by providing timely updates and developments to HNI clients via the Salesforce platform.• Direct engagement with clients to address queries through various communication channels, including phone, email, and face-to-face meetings• Recognized and commended by senior management for outstanding client service

New Delhi, Delhi, India

Role: ✮ Managing Auto Loans Collections via team of 11 Collection Managers & Executives. ✮ Modified credit processes to mitigate credit losses & to maximize recoveries✮ Implemented processes for optimizing the recoveries by interacting with legal advisors, collection & skip agencies ✮ Selection of soft collection, rigid collection & field investigation vendors✮ Scrutinizing agency bills to curb leakages Highlights:✮ Received Certificate from Sr. Management for excellent performance delivery in 2010 ✮ Achieved 90% in 2007-2008, 99% in 2008-2009 and 105% of collections targets in 2009-2010✮ Successfully reduced and sustained delinquencies from +2% to less than 2% in 2 Quarters in 2008 onwards✮ Part of elite Leadership Management Program

✮ Managed the team of 10 FTEs working for III Party Late Stage Collections for Credit Cards and Cheque payments authorization.✮ Adept in directing and implementing training programs for new and existing staff to ensure proper adherence to company procedures and policies.✮ Scheduled and organized day to day work to ensure all the schedules are adhered to within scheduled time.✮ Identified areas of improvement while working with delegates and effectively coached them to improve their performance consistently to meet stringent Service Level Agreements set parameters.✮ Monitored agent calls and carried out performance appraisal of agents on monthly basis with a development plan on a quarterly basis; implemented the incentive plan (monetary) for agents so as to enhance performance.

Master Of Business Administration (Mba), Marketing

Bachelor Of Commerce (B.Com.), Business/Commerce, General