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Shashikala CV

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Shashikala KV is a seasoned professional with over 14 years of experience in customer relations and operations management. She is currently working as the Manager of Business Operations at Puravankara Projects in Bangalore. Prior to this, she held managerial positions at Navnit Motors and Trident Automobiles, where she improved customer satisfaction metrics and received awards for her performance. She is seeking a senior managerial role that allows her to take on wider responsibilities in customer relations and operations.

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SHASHIKALA.K.V #115,5TH Cross, Milk Colony, Malleshwaram Bangalore 560 055 Phone: +91 9591394287 e–mail:sashikala.kv@gmail.com Seeking to shoulder wider and challenging responsibilities in Senior Managerial Level in the field of Customer Relations & Operations. Professional Profile:  A seasoned Service Professional with over 14 plus years of extensive experience in operations involving service, Business Development, Channel Management, and Team handling.  A keen planner and strategist in managing business operations with focus on top-line & bottom line performance and expertise in determining company’s mission & strategic direction as conveyed through policies & corporate objectives.  An effective communicator in team building, leadership skills, with strong, organizational abilities. Possess a flexible & detail oriented attitude.  Presently working as Manager Business Operations and Strategy Puravankara Projects as Manager Business Operations. Competencies Overview: Strategy Planning/ Operations Management  Handling overall service operation which involves conceptualizing and implementing sound business strategies for accomplishment of service targets and customer satisfaction by handling surveys such as SSI(Sales Satisfaction Index),CSI(Customer Service Index),JD-POWER(James- David Power)etc,.  Ensured maximum customer satisfaction by providing them with pre sales/post service assistance which helped in achieving quality service norms. Business Development/Marketing  Handled training Programs for new product launches to widen the product portfolio and generate exceptional services.  Assisted in “Train the trainees” program, to help sales and marketing team to achieve targets. Key Account Management  Interfacing with customers for suggesting the most viable product range and cultivating relations with them for securing repeat business.  Managing activities pertaining to negotiating/ finalization of deals for smooth execution of service and order processing.  Developing relations with key decision makers in the organization for service development in post sales negotiation stages.  Identifying corporate/ institutional accounts & strategically secure profitable business in the concerned domain.  Periodically conducted “Do it yourself’,” True Friendship Visits”, Always around camps” to enhance the customer’s delight.

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Professional Experience: Puravankara Projects Manager – Business Operations Bangalore (Aug’14 Till date) Responsibilities:  Developed and maintained process flow for timely referral payouts.  Established and managed an effective team regarding referral claims.  Introduced Customer Engagement initiatives, such as “Owners Day Out” at various projects.  Initiated and meticulously handled data cleansing.  Handled team for initial recognition of income towards signing of sale and construction agreements.  Escalation handling with referring to unresolved query from customer.  Assisting the team in handling legal query, with assistance from core legal team  Identify and assess customer response and introduce services as per customer demand/needs.  Allocating and assigning of the new sales Log in to the team.  Providing MIS on the relevance of income recognition.  Due diligence referring to the new sales log in’s with the required details.  Point of contact referring to the allocation and follow up of the sales log in’s.  One point of contact for all escalations referring to new product launch. Achievements:  Ensured minimal resolution of customer issues to preserve customer loyalty while complying with company policies, which accounted in appreciations from management.  Recognized as Top second with reference to overall performance for the year 2013-2014  Introduced “Welcome Call” concept for new sales log in. Professional Experience: NAVNIT MOTORS Manager Customer Care Bangalore (Sep’13 to July’14) Responsibilities: Sales  Responsible for understanding customer Interaction.  Ensuring generation of Enquiries through marketing campaigns.  Process Management on Post Sales Follow UP.  Interacting and coordinating with the Principal Manufacturer.  Managing standards of Customer Satisfaction. Responsibilities: After Sales  Touch Point for all customer concerns.  Follow up and advise the service center on appointments.  Maintaining deliverable in accordance to CIC(customer Interaction Center) Standard

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 Handled customer satisfaction Surveys as required by the principal manufacturer. Achievements:  Elevated Customer-satisfaction index Sales and After sales from 86% to 92% within 11 months; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.  Trained customer relation executives, managers for significant improvements in customer satisfaction in sales and aftersales.  Introduced training programs that enhanced employee performance and helped build a motivated workforce. TRIDENT AUTOMOBILES PVT LTD Deputy Mangaer-Customer Care Bangalore (Sep’ 2002 to Aug’13) Responsibilities:  Responsible for understanding customer’s requirements during sales and post sales.  Address the customer’s concerns.  Advice and assist by providing data the service department accordingly to achieve their targets.  Proactively sending weekly report across all the branches on Target Vs Achieved.  Processing the request as per the company’s turn around time.  Logging calls for all the branch requests.  Maintaining the lost customer’s list and to retain them.  Handling a team of 19 to achieve the target as per the guideline of company. Academic Background:  Completed PG Diploma in Human Resources Management 2003.  Completed Bachelor of Commerce from Sheshadripuram College, in the year 2001.  Competed P.U.C from Seshadripuram College from the year 95 – 97  Completed 10th from Kendriya Vidyalaya Malleshwaram in the year 95. Achievements:  Received excellent feedback from reporting managers.  Achieved best scores in Key Performance Indicators.  Set a record in dec’12 for the highest number of paid service cars turn around at service centers.  CSI-2012 (Customer Service Index) score 95%.

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 Was a topper in the contests held for Pan India referring to customer satisfaction  Received appreciations in form of mails and voice.  Received best tele-caller award from HYUNDAI MOTOR INDIA LTD in the year 2005. Perceived Strength:  Self-regulation, Self - motivation, team spirit, and desire to stay on the learning curve, like to face challenges, Team Handling. Personal Details:  Date of birth : 23rd January 1980  Languages Known : English,Hindi,KannadaTamilTelugu& Malayalam  Phone No. : +91 95913 94287  e–mail : sashikala.kv@gmail.com (Shashikala.K.V)

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Shashikala CV

  • 1. SHASHIKALA.K.V #115,5TH Cross, Milk Colony, Malleshwaram Bangalore 560 055 Phone: +91 9591394287 e–mail:sashikala.kv@gmail.com Seeking to shoulder wider and challenging responsibilities in Senior Managerial Level in the field of Customer Relations & Operations. Professional Profile:  A seasoned Service Professional with over 14 plus years of extensive experience in operations involving service, Business Development, Channel Management, and Team handling.  A keen planner and strategist in managing business operations with focus on top-line & bottom line performance and expertise in determining company’s mission & strategic direction as conveyed through policies & corporate objectives.  An effective communicator in team building, leadership skills, with strong, organizational abilities. Possess a flexible & detail oriented attitude.  Presently working as Manager Business Operations and Strategy Puravankara Projects as Manager Business Operations. Competencies Overview: Strategy Planning/ Operations Management  Handling overall service operation which involves conceptualizing and implementing sound business strategies for accomplishment of service targets and customer satisfaction by handling surveys such as SSI(Sales Satisfaction Index),CSI(Customer Service Index),JD-POWER(James- David Power)etc,.  Ensured maximum customer satisfaction by providing them with pre sales/post service assistance which helped in achieving quality service norms. Business Development/Marketing  Handled training Programs for new product launches to widen the product portfolio and generate exceptional services.  Assisted in “Train the trainees” program, to help sales and marketing team to achieve targets. Key Account Management  Interfacing with customers for suggesting the most viable product range and cultivating relations with them for securing repeat business.  Managing activities pertaining to negotiating/ finalization of deals for smooth execution of service and order processing.  Developing relations with key decision makers in the organization for service development in post sales negotiation stages.  Identifying corporate/ institutional accounts & strategically secure profitable business in the concerned domain.  Periodically conducted “Do it yourself’,” True Friendship Visits”, Always around camps” to enhance the customer’s delight.
  • 2. Professional Experience: Puravankara Projects Manager – Business Operations Bangalore (Aug’14 Till date) Responsibilities:  Developed and maintained process flow for timely referral payouts.  Established and managed an effective team regarding referral claims.  Introduced Customer Engagement initiatives, such as “Owners Day Out” at various projects.  Initiated and meticulously handled data cleansing.  Handled team for initial recognition of income towards signing of sale and construction agreements.  Escalation handling with referring to unresolved query from customer.  Assisting the team in handling legal query, with assistance from core legal team  Identify and assess customer response and introduce services as per customer demand/needs.  Allocating and assigning of the new sales Log in to the team.  Providing MIS on the relevance of income recognition.  Due diligence referring to the new sales log in’s with the required details.  Point of contact referring to the allocation and follow up of the sales log in’s.  One point of contact for all escalations referring to new product launch. Achievements:  Ensured minimal resolution of customer issues to preserve customer loyalty while complying with company policies, which accounted in appreciations from management.  Recognized as Top second with reference to overall performance for the year 2013-2014  Introduced “Welcome Call” concept for new sales log in. Professional Experience: NAVNIT MOTORS Manager Customer Care Bangalore (Sep’13 to July’14) Responsibilities: Sales  Responsible for understanding customer Interaction.  Ensuring generation of Enquiries through marketing campaigns.  Process Management on Post Sales Follow UP.  Interacting and coordinating with the Principal Manufacturer.  Managing standards of Customer Satisfaction. Responsibilities: After Sales  Touch Point for all customer concerns.  Follow up and advise the service center on appointments.  Maintaining deliverable in accordance to CIC(customer Interaction Center) Standard
  • 3.  Handled customer satisfaction Surveys as required by the principal manufacturer. Achievements:  Elevated Customer-satisfaction index Sales and After sales from 86% to 92% within 11 months; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.  Trained customer relation executives, managers for significant improvements in customer satisfaction in sales and aftersales.  Introduced training programs that enhanced employee performance and helped build a motivated workforce. TRIDENT AUTOMOBILES PVT LTD Deputy Mangaer-Customer Care Bangalore (Sep’ 2002 to Aug’13) Responsibilities:  Responsible for understanding customer’s requirements during sales and post sales.  Address the customer’s concerns.  Advice and assist by providing data the service department accordingly to achieve their targets.  Proactively sending weekly report across all the branches on Target Vs Achieved.  Processing the request as per the company’s turn around time.  Logging calls for all the branch requests.  Maintaining the lost customer’s list and to retain them.  Handling a team of 19 to achieve the target as per the guideline of company. Academic Background:  Completed PG Diploma in Human Resources Management 2003.  Completed Bachelor of Commerce from Sheshadripuram College, in the year 2001.  Competed P.U.C from Seshadripuram College from the year 95 – 97  Completed 10th from Kendriya Vidyalaya Malleshwaram in the year 95. Achievements:  Received excellent feedback from reporting managers.  Achieved best scores in Key Performance Indicators.  Set a record in dec’12 for the highest number of paid service cars turn around at service centers.  CSI-2012 (Customer Service Index) score 95%.
  • 4.  Was a topper in the contests held for Pan India referring to customer satisfaction  Received appreciations in form of mails and voice.  Received best tele-caller award from HYUNDAI MOTOR INDIA LTD in the year 2005. Perceived Strength:  Self-regulation, Self - motivation, team spirit, and desire to stay on the learning curve, like to face challenges, Team Handling. Personal Details:  Date of birth : 23rd January 1980  Languages Known : English,Hindi,KannadaTamilTelugu& Malayalam  Phone No. : +91 95913 94287  e–mail : sashikala.kv@gmail.com (Shashikala.K.V)