LAVANYA.V

[email protected] • 9840668237 • Chennai
LinkedIn: http://www.linkedin.com/in/lavanya-vidyadharan-7b66228a

PROFESSIONAL SUMMARY

I am a self-motivated Customer service professional with 21 Years of experience in Pharma (6Yrs)/ Automobile (15Yrs) Sector. A young, passionate visionary woman dreaming to be a legend in marketing and build a career with committed and dedicated people which helps me to explore myself. Willing to work as a key player in challenging & creative environment.

WORK EXPERIENCE

Customer Experience Manager
12/2021 - Present
LAKSHMI TATA
• Achieved and maintained 100% Turnaround Time (TAT) while reducing Customer Perceived Time Value (CPTV) to below 40, significantly enhancing customer satisfaction and loyalty.
• Improved SSI scores to consistently exceed 900 through targeted training and process enhancements, resulting in a 15% increase in customer retention.
• Developed and implemented process improvements that streamlined operations, leading to a 20% increase in productivity and a reduction in service delivery times.
• Fostered strong relationships with key customers, contributing to a 25% growth in repeat business and overall profitability.
Customer Care Manager
03/2021 - 11/2021
KUN HYUNDAI
• Supporting the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
• Responsible for CX7, CXI, Scores.
• Building and maintaining profitable relationships with key customers.
• Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resource
• Responsible to achieve all Hyundai Parameters.
• Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery
Customer Service Specialist
02/2014 - 12/2020
Baxter India Pvt Limited
• Focus on Customer Satisfaction.
• Maintaining Master Data.
• Collaborating with team members, vendors and suppliers.
• Preparing Agreements in GSP.
• Support TSC on timely closures of FCA.
• Responsible for ordering and maintaining the spare parts inventory.
• Establish close partnership with the functional business teams to support organizational goals.
Customer Care Manager
07/2012 - 06/2013
AIE CARS
• Responsible for CSI Scores.
• Monitoring Customer Care Activities.
• Monitoring Tele calling team for Vehicle Appointments.
• Enlarging the business by getting the vehicle to workshop.
• Responsible for Marketing Activities.
Customer Relation Manager (Sales & Service)
10/2010 - 06/2012
Lanson Toyota, Neelangarai, Chennai , Neelangarai, Chennai
• Overall responsibility of monitoring all complaint resolution.
• Liason with functional departments in case of critical issues.
• Onsite customer meets & Explanation.
• Overall Reviewing & analyzing trends of complaints.
• Handling & Analyzing serious complaint cases with functional Divisions.
• Implementing and monitoring of Customer Touch Point.
• Discussing action plans with functional divisions with action plan.
Assistant Customer Care Manager
03/2007 - 09/2010
Capital Honda
• Handling a team of Customer Care Department.
• Responsible for Sales Satisfaction Index Scores.
• Meeting Complaint customers at customer place.
• Monthly reports to GM & MD.
• Conducting meetings for sales consultant on their performance. (PPT)
• Weekly & Monthly Meeting with SM & GM on action plans.
• Analyze complaint and suggest improvement plans.
Customer Care Executive
12/2005 - 02/2007
Tafe Access Ltd., Mount Road, Chennai , Mount Road, Chennai
• Updating Delivery Files.
• Updating customer information in direct feedback system.
• Responsible for customer Concern.
• PSF report updation and maintenance.
• Handling RC Book.
• Fixing appointments for service customers.

EDUCATION

MBA
01/2015
Madras University
BSC
01/2004
New Prince Shri Bhavani Arts and Science College

SKILLS

CERTIFICATIONS

Customer Relations Training Advanced Level

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