Sangeetha Srijit Murthy, Ccxp, Lssgb Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

• Driving customer delight delivery to 5000+ customers every month at 53 dealer channel outlets with a team of 35 customer care managers (CCM)
• Raised customer experience indicator – Customer Delight Index by 10 points resulting in 25% of channel partners jump into higher BSC bands.
• Implemented strong customer feedback capturing at channel outlets, increasing internal concern capturing by 43% and reducing company level queries by 26%.
• Conceptualized, rolled out and monitored innovative on ground practices across 53 showrooms for better on floor customer experiences increasing showroom experience indicator by 11 points at regional level and.
• Identified and resolved systemic policy concerns effecting customer experience at the dealer channel partners, reducing post sales complaints by 27%
• Fostered and mentored managerial skills in CCMs through workshops, OJTs and handholding.

Mumbai, Maharashtra, India

• Handled one of top challenging market – Mumbai in addition to Goa and Ratnagiri for retail productivity increasing it from 4 to 5.5 per sales consultant.
• Accomplished dealer manpower attrition degrowth by 31% to 12.4, ensured through timely induction, performance reviews and working environment policies.
• Headed cultural change adoption project – “Arena” concept across 35 channel partners through 200 classroom training hours, 500+ on the job training hours.
• Facilitated new 4 dealer activation and handholding for new process adaptability as per company standards.
• Directed 4 training agencies, 16 trainers and achieved 93% training completion across the dealer manpower.
• Delivered 85000+ hours of sales and process trainings to 10000 sales manpower over a span of 6 years.

Bengaluru, Karnataka, India

• Spearheaded manpower readiness of XUV 500 launch pan India with recruitment of 1530 sales manpower.
• Collaborated and executed first ever manufacturing plant based 8 days new model launch training at Chakan Plant for 2500 sales manpower and 85 company personnel.
• Contributed to sales training content formulation – new model launches, product and process implemented across 200 dealers.
• Delivered 30000+ hours of training to 4500 sales front end manpower across 4 states – Gujarat, Madhya Pradesh, Andhra Pradesh and Karnataka across personal, commercial vehicles channel.
• Achieved 91% adherence to Crusade – 75 pointers checklist for all round customer experience SOP in the 1st quarter of roll out in 2014.
• Coordinated national level trainings – dealer profitability, leadership programs etc. for channel partners.

B.Tech; B.Tech, Mechanical And Automation; Regular

in the 7th semester –; Worked on a project titled “Emission Norms & Emerging Air Quality Trends” and actively participated in the launch.

Bachelor Of Technology (B.Tech.), Mechanical Engineering, A

Higher Secondary; Sr. Secondary

Matriculation