Prasha Shrivastava

Dedicated Customer Representative the experience with motivation to maintain customer satisfaction and contribute to company success. A people driven customer relationship with extensive experience in organization, execution and improving both physical and organizational systems. Growth is a function of strategy , planning and execution. It requires experience to develop and manage teams within finite and sometimes uncertain resource constraints. Customer Relations- After Sales and Sales Infinity Cars India Pvt. Ltd.-BMW (March’22-Present) Indore • Responsible for the various analytics that are provided to the business. • Responsible for the disciplinary framework in the organization. • Provide the team with a vision of the project objective. • Motive and inspire team members. • Monitor voice of the customer feedback, respond and act where necessary - identify trends and proactively • Help keep the team focused and on track. • Preparation of Report of daily workout send to HOD. • Arrange Service Camp in Other cities. • Capable to use CRM/OAS/DMS/Issue Management system • Responsibility in customer feedback and management • Analyze report and discuss gaps with functional division. • Analysis of PSF report to monition customer satisfaction. • Prepare car delivery documents as well belongings. • Maintain house keeping items as well stationery • Monitoring implementation of action plans within the target’s dates. • Maintain all sales target reports as well service reports.

Leading a team to deliver strategic and tactical communication to the existing and prospective customers. Consumer understanding & insights mapping. Planning and implementation of CCM process and systems on the corporate and dealership level. • Handling team of 20 members. • Handel PSF Department. • Handel SMR’E Department. • Customer Concern (PSF, CCR) closure within 3 - 4 days. • Analysis of Customer Satisfaction Level. • Monitor Customer Satisfaction Trend • Analysis of PSF Report • Improve customer loyalty & referrals. • Recruiting my own team members and handling their training and development. • Handling the entire department for coordinating Customer relations. • Promote appointment system during each customer contact. • Organizing events for customers (Movie Shows etc) • Record feedback in the prescribed format. • Analysis of data through Vlookup & PivoteTable. • Conduct a service reminder system for all SMR’e customers. • Conduct service reminders for Service Camp customers. • Report customer concerns & repeat jobs to the Service Advisor • Capable to use DMS, Smart Pickup app. Online appointment app & Business Intelligence Tool & CEI portal. • Responsible for the Basic requirements of our valuable customers. • Conduct the marketing activity for better customer satisfaction. • Managing all Service promotional activities like petrol pump activities, fishbowl activities & Customer meet, etc • Record the customer concern, tracking and closing them. • Building a good relationship with all the customers making all reports. • Handel Team Grievances as well Customer Grievances. • Maintain Daily Vehicle Status Reports. • Maintain Daily CCE Vehicle Status Reports. • Ability to Manage Multiple Priorities. • Effective usage of data analysis tools • Keeping a record of customer interaction and details of actions taken.

• End-to-End Back Office Sales. • Sourcing and Screening candidates as per requirement through skill identification. • Conducting Interviews, discussing offers & issuing offer letters making salary fitment, and handling joining formalities. • Maintaining daily recruitment reports. • Salary Negotiation. • Pre & post joining formalities (offer letter generation). • Conducting Employee engagement activities. • Grievance handling of a new employees to maintain a healthy work environment. • Maintaining daily Attendance Reports. • Internet job posting, job portals, direct sourcing/cold calling. • Maintain KYC of Clients.