Sonali Garg
Customer Service Expert and Operations Leader
- Role
- Assistant General Manager-crm at M3M India Private Limited
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sonali Garg
Customer-centric and results-driven professional with 20+ years of experience leading…
Experience
Assistant General Manager-crm
May 2024 — Present · Gurugram, IN
At M3M, I head the Customer Care Centre, leading a team of 30+ CRM professionals to deliver excellence across pre-sales and post-sales operations. I have enhanced CSAT scores, secured ISO 9001 & ISO certifications, and optimized the customer journey through close collaboration with Sales, Marketing, and IT teams.Key achievements include driving CRM operations for M3M Altitude (targeting HNIs), expanding digital engagement through Galabox and Marketing Cloud, and leading SOP enhancements to strengthen operational efficiency and elevate client satisfaction.
Education
FMS-BHU
Master of Business Administration (M.B.A.)
2000 — 2002
St. Johns College Agra
Bachelor’s Degree
1997 — 2000
Skills
- Team Building
- Management
- Lead Generation
- Vendor Management
- Customer Acquisition
- Customer Engagement
- Policies & Procedures
- Team Leadership
- Post-Sales Support
- Business Process Improvement
- Client Presentation
- Business Relationship Management
- Newsletters
- Customer Retention
- Reporting & Analysis
- Customer Service
- Customer Service Management
- Market Research
- Database Maintenance
- Back Office Operations
- Data Analysis
- Client Services
- Hni Client Management
- Management Information Systems (Mis)
- Business Management
- Performance Appraisal
- Business Development
- Sales
- Strategic Planning
- Client Relations
- Project Management
- Sales Management
- Leadership
- New Business Opportunities
- Event Planning
- Team Management
- Lead Management
- Recruitment
- Customer Relationship Management (Crm)
- Documentation
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