Keerthika Sathiyanarayanan

Led the Sales & Service Customer Care department, overseeing tele calling for vehicle inflow and providing comprehensive dashboard reporting.

Responsible for the dealer development activities and KPI reports for sales and service activities.

Monitored compliance with industry regulations and company policies to mitigate risk.

Marketing plan for brand awareness, sales event planning, and customer service retention.

Responsible for accessories sales and KPI reports for Volvo India.

Lost customer analysis and calling activity.

On the 3rd and 15th days, regular PSF calling activities.

JD and NON-JD CSI calling activities and Monitoring.

Led cross-functional teams to drive successful Sales & Service Marketing programs, ensuring efficient customer management and retention strategies.

Responsible for customer retention and complaint closures within TAT.

· Responsible for SSI and CSI Dealer ranking scores and follow up with the Hyundai Dealer Support team.

· Buyer type Analysis follow up for Exchange penetration.

· Exchange not satisfied customers follow ups with the True value team.

· Test Drive & Demo Vehicle Monitoring.

Implemented strategies that resulted in improved conversion rates for walk-in customers and boosted overall sales performance.

Responsible for the sales targets.

· Best in experience for all the customers walk ins and Enquiry generated, with the regular follow ups.

· Handled enquiry creation and other marketing activities for the Lead generation. Handled enquiry for Booking and Retails Conversions.

· To ensure the customer satisfaction and continuous business from customers.

• Proven ability to handle diverse customer segments effectively across different business points like Dealerships, Manufacturers, and Customer Retentions.
• Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
• Managed customer service inquiries and complaints in a timely manner.
• Assisted in the development of operational strategies to ensure efficient and productive operations.

Drove successful execution of customer care activities for TVS Customer Care, responsible for managing both Inbound & Outbound campaigns.

· Within next 1 year I was promoted as Team Leader, responsible for managing both Renault & Nissan Customer care platforms.

· Have experience in handling both the Voice and Non-Voice Campaigns.

· Managed the customer complaints back-office desk and assuring resolution and closure of customer within the business TAT.

· Handling the E-mail complaint desk for Renault & Nissan Customer care.

· Best in working towards the conversion of the Enquiries to Bookings for the business development.

Conducted regular performance reviews to assess individual team member progress.