Vivek Kumar Email & Phone Number

Key Responsibility:Prospect Lead Management & CRM: Handling inbound & Outbound Customer Digital Tractor leads management Customer Complaint Management: Handling Customer Complaint Management for Sonalika Tractors.Dealership Manpower Incentive Management: Driving complete Dealership Manpower Incentive program for more than 4K manpower.Loyalty Program Management: Managing Referral point management & incentive drive for Loyal Customers & Vendors. Tractor Delivery Validation: Retail validation program for Pan India Dealership. Volume forecasting - Volume study based on the past promotion activity wise trend. .Business KPI & Call Quality Monitoring the business KPI i.e. ACHT, Call abandon rate ,SLA, Missed Call, Lead Generation etc. Manpower Retention Taking corrective measures on retention of manpower by employee engagement initiatives.SOP Management – Managing & preparing process improvement documents to improve output. Management Review- Weekly management review on KPI performance and action plan.Customer Satisfaction - Accountable for customer complaints resolution/reduction within the deadline by satisfying customers. Ensuring Dealership 3S norms adherence at dealership to ensure customer WOW factors. Dealership Manpower Retention – Taking corrective measures on retention of manpower through dealerships initiatives.Process Enhancement Monitoring & timely review SOPs to towards customer centricity.New Model Launch-Customer &Dealer communication through various channels, SMS blast, IVR system modification to add new product. Sales & CS Training – Sales & CS Training to dealerships manpower to ensure effective & right communication to customers to create WOW factor.Customer Satisfaction Index Leading the Pan India Customer Survey project. Monitoring process implementation across the India to improve the Customer Satisfaction Index (CSI) score at the dealership.New Product Development - Part of survey team for promotional strategies development for New Product/Model for Indian Market.Prospect Lead Management: Capturing the lead information through various channels like IVR & Social media and assigning to dealership & filed team for follow up.DMS: Coordination with field team to ensure timely DMS implementation and performance monitoring at dealerships across India. 3S IT Requirement: Point of contact for Sales, Service & Spares department for their IT requirement. Review of the requirement. Cost and output analysis before development.

Listed skills include Servers, Itil, It Service Management, Data Center, and 20 others.

• 

  Sikkim Manipal University Of Health, Medical And Technological Sciences