Oct 2024 – Mar 2025 · 5 mos · Gurugram, Haryana, India · On-site

• Customer Service and Vendor Management

Oct 2022 – Jun 2023 · 8 mos · Gurugram, Haryana, India · On-site

• Leading team of CSE's to ensure all aspects of customer relations are managed
• Complaint Management and Escalations
• PMS targets forecasting, setting, and fulfillment
• Compliance and Audits as per Audi India guidelines

May 2017 – Jul 2019 · 2 yrs 2 mos

• Business Development with all leading dealerships across the country
• Training OF Dealership staff on renewal business products and offerings
• Achieving company’s Insurance (Renewal) sales targets
• Develop and enhance systems to ensure business compliance within evolving regulatory framework
• Imparting Insurance product and system training to relevant departments of BMW, MINI and MOTORAD
• dealerships
• IRDAI on site Audits
• Monthly compliance of MISP guidelines reporting to BMW Compliance department
• Co-ordinating with various departments (internal/external) for customer complaint resolutions

Sep 2011 – Apr 2017 · 5 yrs 7 mos

• CIC (Customer interaction centre) is an initiative by BMW India to be close to the end customer. Started in 2011, I was in the first core group of employees on this project. My key responsibilities so far have been into the following
• Managing customer's complaints and work with internal departments and the dealerships till the final resolution.
• Act as a platform between the company, customer and the dealerships to ensure complete satisfaction, service delivery as per the defined company standards
• Develop and follow the standard operating procedures of complaint handing, complaint follow up and complaint resolution.
• Preparation of reports, analysis on various aspects of complaint management
• Provide existing and prospective customers complete information about new product launches, new services and connect them to dealerships or internal departments for best of services

Apr 2004 – Dec 2010 · 6 yrs 8 mos · New Delhi, Delhi, India

• IFE(Domestic and International operations)
• Key responsibilities
• Spearheading the cabin operations and ensure that all standard operating procedures of customer service, customer care, delivery, safety and security of flight and passengers are implemented in all domestic and international operations
• Keep a check on customer complaints, grievances and proper means to address them for ensuring customer retention rate
• Responsible for preparing daily flight reports for inventory, manpower and customer service
• Taking pre-departure and post-landing briefing from the crew members and allocate tasks accordingly
• Work position allocation to all crew members and in-flight security checks and service checks to ensure proper service delivery and safety of passengers at all time
• Assessment of crew members on service and safety issues and reporting the crew performance to the base In-charge

May 2003 – Mar 2004 · 10 mos

Jun 2002 – Mar 2003 · 9 mos

• Key responsibility:
• Provide training on Personality development, communication skills, soft skills to the corporate clients.