Pooja Anand

Head of Customer Service (Sales, Aftersales and Preowned) @Audi India

Mumbai, IN

Handling all India customer escalation and providing amicable resolution to gain win-win situation and resulted in reducing escalation from 1.5% to 0.8%(2017) Developed & established procedures & policies governing correspondence for customer complaint handling with adherence to internal code of conduct. Mentorship role to key customer support personnel by assisting in the execution of their duties & ensure constant sharpening of the required skills. Responsible for prompt and quick resolution of Social media complaints. Drive various customer satisfaction surveys on key customer insights assisting in process reengineering. Fostered 20% increase in customer loyalty by implementing engaging actions at all customer touch points. Benchmarking best practices and standardizing across India to achieve parity in satisfaction levels. Elevated overall customer satisfaction from 79% to 89% across India by analyzing reports and implementing counter measures. Responsible for monthly Kundentisch report to highlight key concerns and implement countermeasure. Retained No. 1 position for International Aftersales Customer Survey (IACS), 3 times in a row. Management & accountability for 3rd party vendor’s SLA achievements in line to business requirements.o Contact Centreo 24X 7 -Road Side Assistance Responsible for hiring of customer facing manpower. Responsible for developing and delivering customer handling training programs. Planning of yearly budget for customer experience initiatives.