RESUME

Contact No: [Link]

sarithamaknoor@gmail com
91-9550380395
Objective
Permanent Address:
➢ To serve in a dynamic organization and to be a part of a team of highly talented,
H No-29-1499/2/2, equally motivated professionals.
West Kakathiya Nagar,
Old PS, Neredmet, Education
Malkajgiri, ➢ M.B.A (HR) Vanitha Maha Vidyalaya college, Osmania University, Hyd.
Hyderabad - 500056
Awards, Recognitions & Achievements
Personal Profile:
➢ Valuable Contribution in Generating Leads, Won Monsoon Dhamaka Incentive
Name : S SARITHA Year 2010.
➢ Certificate of Appreciation for Outstanding Commitment in Customer Relations
Gender : Female
Year 2014.
Nationality : Indian ➢ Special Recognition awarded as Outstanding Performer for 2015.
Marital Status : Married
Job Status
Languages known:
➢ Working for Automotive (Mahindra) as a CRM and Call Center from July 2024 to
English, Telugu, Hindi.
Till Date.
Hobbies:
Job Profile
Reading Books.
Cooking,
Listening to
music. & ➢ Monitoring CXMs.
Watching movie. ➢ To ensure customer satisfaction.
➢ Customer concern resolution.
➢ Sending Daily Reports, Monthly Report.
➢ NDC Calls validation daily.
➢ NDC complaints update daily.
➢ Take Care Escalation/ Intello’s Complaints.
➢ Punching Extended Warranty and RSA leads and update in daily reports.
➢ Google reviews enquiries and follow-up.
➢ Tracking the complaints from all sources and focusing on closures.
➢ Sending Daily Report & Monthly Reports. (QlikView, Qualtrics).
➢ RCA report analysis on Monthly basis and sending the report to all.
➢ Taking Care of Call Centre Team.
➢ Checking daily reports of ICRE's and coordinating with them.
➢ Monitoring ICRE's and their performance review reports.
➢ Monitoring Retention/Free Service/Service Action Data.
➢ Monitoring WYH, Appointment Booking in DMS & Taking care MPACT.
➢ Monitoring spare parts and upstream business volumes.
7. Previous Experience

➢ Worked for RKS Motors as a GCRM and Call Center from July 2023 to
Till Date.

➢ Worked for RKS Motors Uppal as a Customer Care Manager from Sep 2018 to
31-12-2022.

➢ Customer Care Department (Related to Maruti branded four-wheeler Automobiles)

Roles & Responsibilities

➢ Monitoring Customer Care operation.

➢ To ensure customer satisfaction.
➢ To provide technical feedback to the technical team.
➢ Customer concern resolution.
➢ Sending Daily Reports, Monthly Report.
➢ Monitoring front office including customer lounge.
➢ PSF calls validation daily.
➢ PSF complaints update daily.
➢ Checking daily reports of CRE's and coordinating with them in updating.
➢ DMS and CRM Reports Updating for SMR and PSF callings.
➢ Take Care HQ Complaints.
➢ Monitoring CRE's. CRE performance review reports.
➢ Monitoring of Ext. Warranty Leads update in daily reports.
➢ Validation calls: Random calls will be made to Satisfied customers but all the dissatisfied customers.
➢ Attending web, Hyper local enquiries and follow-up.
➢ Monthly reports of the management.
➢ Tracking the complaints from all sources and focusing on closures.
➢ Report on feedback received from customers.
➢ Sending Daily Report, Weekly & Monthly Reports.
➢ CSI report analysis on weekly basis and send the report to all.

6. Previous Experience

➢ Worked for Lakshmi Hyundai Dealership as a Customer Relation Manager from June 2017 to 2018.
(Related to Hyundai branded four-wheeler automobiles)

Roles & Responsibilities

➢ Customer complaints. Legal cases handling

➢ PSF calls validation daily.
➢ PSF complaints update daily.
➢ Customer Concern Resolution.
➢ Checking daily reports of CRE's and coordinating with them in updating.
➢ GDMS and Ninja Reports Updating for SMR and PSF callings.
➢ Take Care HQ Complaints.
➢ Monitoring CRE's.
➢ Monitoring Ext. Warranty leads.
➢ Validation calls: Random calls will be made to satisfy customers but all the dissatisfied customers.
➢ Attending to the Just dial, web enquiries and follow-up.
➢ Monthly reports of the management.
➢ Tracking the complaints from all sources and focusing on closures.
➢ Report on feedback received from customers.
➢ CRE and SA performance review reports.
➢ Sending Daily Report, Weekly & Monthly Reports.
 ➢ CSI report analysis on weekly basis and send the report to all.
➢ Sending MIS Report to Management.

5. Previous Experience

➢ Working for Vahan Motor Pvt. Ltd (CarZ) as a Customer Relation Manager from May 2012 to May
2017.
➢ Customer Care Department (Related to Multi branded four-wheeler automobiles CarZ).

Roles & Responsibilities

➢ PSF calls validation daily.

➢ PSF complaints update daily to Facilities.
➢ Customer Concern Resolution.
➢ Checking daily reports of CRE's and coordinating with them in updating.
➢ Tracking insurance leads to all facilities and uploading it online.
➢ Initial calling to all insurance leads and takes the required information.
➢ Monitoring CRE's at all facilities.
➢ Monitoring Ext. Warranty leads to updates in daily reports of each facility.
➢ Validation calls: Random calls will be made to satisfied customers, but all the dissatisfied customers have
to be having to be contacted.
➢ Attending to the Just dial, Sulekha and web enquiries and follow-up.
➢ Monthly reports of the management.
➢ Tracking the complaints from all sources and focusing on closures.
➢ Report on feedback received from customers at all locations.
➢ CRE and SA performance review reports.
➢ Sending Daily Report & Weekly Report.

4. Previous Experience
Organization : RKS Motor Pvt. Ltd
Duration : April 2011 to May 2012
Designation : Customer Care Manager
Division : Customer Care Department (Related to 4
wheeler Automobiles (Maruti Suzuki)

Roles & Responsibilities

➢ Customer complaints/ Legal cases handling.

➢ Recognizing and managing assertive customer calls.
➢ Follow-up with participants within a 24-hour period regarding the initial calls.
➢ Document all calls with regard to participant inquires using Call Tracking System.
➢ Monitoring Customer Care operation.
➢ Monitoring spare parts and upstream business volumes.
➢ To ensure customer satisfaction.
➢ To provide technical feedback to the technical team.
➢ Customer concern resolution.
➢ Sending Daily Reports, Monthly Report.
➢ Monitoring front office including customer lounge.

Competencies

➢ Ability to work with tight deadlines.

➢ Ability to work either independently with little supervision or as a team member to achieve
business goals.
➢ Working with a team, eager to explore and learn.
➢ Strong verbal and written communication, presentation skills

3. Previous Experience
Competencies
Organization : Eureka Forbes Ltd (Sales & Services)
Duration : March 2010 to April 2011
Designation : GCRS (Group Customer Relation Specialist)
Division : CRM (Customer Relationship Management)

Roles & Responsibilities

➢ Associated with SAP ONLINE: Systems applications & products in data processing & its ERP Software
➢ Worked as a Group Customer Relation Specialist: - Recognizing the signals of customer irritation and
how to respond appropriately and assist in quickly finding workable solutions to customer problems.
➢ Aligning skills with Market Place Demand.
➢ Online data processing which deals with service-related complaints.
➢ In Customer Relation Management, service related to operations and reporting service complaints status.

2. Previous Experience

Organization : Eureka Forbes Ltd (Sales &

Services)Duration : November 2008 to March 2010
Designation : Coordinator (Customer Confidence Centre)
Division : CCC (Customer Confidence Centre- its verification Department)

Roles & Responsibilities

Worked as Co-coordinator - Customer Confidence Centre is a Confirmation Centre where Customers can
callto check the authenticity of Euro champs (Sales & Technician person) Restore Customer Confidence.

➢ Enhance Database
➢ Reduce Customer Movement to Parallel Operators.
➢ Restricted Parallel Operators.
➢ Improved more outgoing calls and incoming calls/verification calls
➢ Visited BP’s and CRC’s to make awareness of CCC
➢ Improved more Sales and AMC (Annual Maintenance Contract) Leads
➢ Friend get a friend (FGAF)

1. Previous Experience

Organization : Zavata India Pvt. Ltd

Location : Hyderabad
Duration : April 2004 to June 2007
Designation : Process Associate (Non-Voice)

Project # 1

Project Name : HCFA (Health Care Financing Administration)

Client Name : Samraksha (India)
Duration : July 2006 to June 2007
Description: Typing the provided information like (Facility Billing, Mailing addresses, Tax ID’s & Provider
billingamounts) as per the client given conventions.

Responsibilities:

➢ Active team member & clarifying doubts to my co-superiors

➢ Assigning the work to users
➢ Uploading completed work within the client given tad-dates
➢ Sending mail to client for work orders
➢ Updating the new conventions within the team members

Project # 2

Project Name : PUM (Provider Updated Maintenance)

Client Name : Multiplan (US)
Duration : Aug 2005 to June 2006
Description : Updating the provider information like (First Name, Last Name, SSN, DOB,
Service,
Billing, Mailing addresses, Tax Identification Numbers, Hospital Affiliations) as per client
request.

Roles & Responsibilities:

➢ My role includes clarifying doubts which arise, and collecting information related to the Health
Insurance of people.
➢ Taking input from the Clients (US Clients) and updating the same within the team.
➢ As a Group Mentor, I handle 10 members of team size.
➢ Active member in the team in collecting & gathering data related to health insurance.

Project # 3
Project Name : OB Call (Outbound
Call)Client Name : Multiplan (US)
Duration : April 2004 to Jul 2005
Description : Typing the provided information like (Facility Billing, Mailing addresses, Tax ID’s &
Provider billing amounts) as per the client given conventions.

Roles & Responsibilities:

➢ Active team member & clarifying doubts to my co-superiors

➢ Assigning the work to users
➢ Uploading completed work within the client given tad-dates
➢ Sending mail to client for work orders
➢ Updating the new conventions within the team members