Taruna Anand
Building Spinny PRO at Spinny
- Role
- Sr Manager- Spinny Pro at Spinny
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Taruna Anand
My background includes 12 years of experience serving as a customer relations within both…
Experience
Sr Manager- Spinny Pro
Nov 2022 — Present · Gurugram, IN
Sep 2023 to till date• Responsible for launching, stabilization and expansion of the Services project Pan India (Paid Periodic Car maintenance from the customers) through partnered workshops• Managing the entire order life cycle, right from lead generation to closure• Monitoring Sales performance, Customer Feedback, Market Trends, etc. and incorporating the required improvements in the upcoming product• Actively involved with the Product Team to build internal CRM and the Consumer facing portal• Working in 12 cities as of now, achieved ARR of 4 Cr.Senior Customer Experience Manager (Nov 2022-Sep 2023)• Enhanced Customer Experience & Quality Control: Oversaw comprehensive customer experience management, quality assurance, and business improvement initiatives to elevate service standards and operational efficiency. Reduced resolution time from 72hrs. To 24 hrs.• Led Customer-Centric Projects: Directed key projects focused on customer satisfaction, including the development and implementation of the Goodwill Policy, optimization of the Deal Desk/Oncore processes, and the establishment of the Root Cause Analysis (RCA) Panel.• Supervised Escalations Team: Managed the escalations team, successfully reducing resolution times and significantly boosting customer satisfaction levels through effective problem-solving and support strategies.• Post-Sales Journey Analysis: Conducted in-depth analyses of the post-sales journey, compiling and presenting monthly reports to senior management to identify and address areas needing improvement, thereby driving continuous enhancement in customer service delivery.• Successfully established a B2C business model for non-warranty cases across three key cities—Delhi, Mumbai, and Bangalore—achieving an Annual Recurring Revenue of ₹12 lakhs.
Education
Institute of Management Technology, Ghaziabad
Master's degree
2014 — 2016
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