PRACHI TEJAS MANE

Location: Dombivli, Mumbai

Email: [email protected]; Mobile: +91- 9892555639

PROFESSIONAL EXPERIENCE

LANDMARK CARS LIMITED - MERCEDES BENZ Dec 2022 - Jan 2025

CRM- Assistant Manager
⚫ Training of complete CRM Roles & Responsibilities given to the new joiners, and interns and as
an when required
⚫ Maintaining Delivery Planner & Updating
⚫ Looking after complete Delivery Process - (From documentation till delivery for 5 locations)
⚫ Handling Pre-Enquiry & Post Enquiry calls of delivery
⚫ Creating Leads for all 4 locations post Sales done by the Sales Consultant
⚫ Required changes done in SFDC portal as per requirement & email sent for the same once
updated
⚫ Sending Email notifications to all customers for (Welcome mail, Congratulations mail, non-
contacted customers, thank you email)
⚫ Taking Care of Showroom Duty in absence of the showroom hostess
⚫ Supporting Showroom via Lunch Breaks and as an when required
⚫ Keep a track and maintain excel for Hygiene and Perma guard stock
⚫ Maintain Inventory stock in excel for Chocolates, Delivery boxes, Special Hampers & all
required material
⚫ Maintain excel for Delivery Ceremony Arrangements (Cake, Bouquet, Balloons, Coconut,
Garland, Champagne, special hampers, special set up)
⚫ Coordinate with Operation In charge for all PDI, updating, handover process for all cars
⚫ Coordinate with Workshop service team - for all Perma guard, Paint Protection, any issues
related to car / spare parts
⚫ Coordinate with Car Registration department for RTO documents for all respective deliveries
⚫ Coordinate with Accounts In charge & department for payments, debit notes, Tax invoice for all
lined up deliveries
⚫ Creating WhatsApp group for all fresh contract customer (New booking)
⚫ Attending deliveries personally and taking care of documentations done from customer’s end
⚫ Making sure that the MMCR pairing and activation of the vehicle is done for each model
⚫ Managing all special & emergency deliveries lined up
⚫ Maintain Physical Delivery Report of the cars delivered for each month
⚫ Taking care of Enquiry Leads - (Direct enquiry from customers through portal, Palladium leads,
Jio World, or any event when required)
⚫ Updating the delivery report sheet with exact locations and send it to the service team
⚫ Coordinate with the accessories team for the available & out of stock accessories to communicate
to the customer accordingly (Keyring, Flask-bottle, Tissue Box, Organizer, etc.)
⚫ Update Data Quality for all the customers on day-to-day basis as an when required
⚫ Keep a track of all Bills & Invoice and send it to the accounts team to release the payment (Cake, Bouquet,
Garland, Coconut, Number plates)
⚫ Coordinate with the vendor for number plate, mascot plate to order accordingly
⚫ Punching leads of customer's enquiry in the system on day-to-day basis
⚫ Coordinating with Cleaning & Housekeeping department for (Car arrangements, Car cleaning,
showroom set up, cafeteria clean up etc.)
⚫ Maintain the excel and keep an update of delivery material
⚫ Maintain a record of scanned documents for all delivered car and send it to the respective to all location
CRE’s
⚫ Attend morning meeting whenever required and give update to all Sales Consultants, all locations, and
location CRE.
⚫ Prepare Daily MOM and submit it to the heads.

DANIEL WELLINGTON Mar 2022 - Dec 2022

Customer Service Advisor
⚫ Managing end to end CS operations
⚫ Accountable for return operations
⚫ Handling escalations and resolve them effectively in a desired TAT
⚫ Close coordination and follow up with the courier partners
⚫ To provide insights to the internal stakeholders listening to VOC’s
⚫ Taking lead on projects front and work with the global team to accomplish them.
⚫ Accountable for high CSAT, Customer focused approach and thinking
⚫ In sync with the management for CS plans, expectations and executing them with the team.
⚫ Work on CS dashboard to keep a track of the data

KOTAK BANK Nov 2019 - Oct 2020

Deputy Manager
⚫ Being a Deputy Manager needs to handle inbound calls of the privilege customer (investments in (lakhs &
crores)
⚫ Need to care of calls related to any network issue, Applications like mobile banking, Internet banking
⚫ Take care of any fraud transactions happening on customer’s account
⚫ Look after any KYC details, payments, transferring of funds information, and raised an escalation as an
when required
⚫ Also take care of customers who need to place the order for shares
⚫ Also look after Out calls to customers as an when required and informed the customer about the details
and status.

WIPRO PVT LTD Oct 2015 – Dec 2018

Senior Associate (Airtel _ Voice and Chat process)
⚫ Responsible to handle inbound calls of the customers
⚫ Use to take care of all calls related Billing, Payment, Bill Clarification, Network related issues, any kind of
escalations
⚫ Also use to handle Supervisor and escalation calls as an when required
⚫ Also use to take care of Outbound calls when required where use to make calls to customers take care of
all there escalations and get it closed within the time period and make sure that the customer stay
connected with our network
⚫ Also use to take care of team made in terms of there login hours, deficit, productivity, breaks in the
absence of TL and make sure attendance is marked for all relevant dates and leaves get approved.

WIPRO PVT LTD

Senior Associate (Australian Chat Process)
• Use takes care of Australian chats of the customers
• Responsible to handle chats related to any network issue, placing the order, order status, new launched
products info to the customers, any fraud, delivery status, help the customer online to place the order
• Need to handle the chats with the mention related products: - Mobile phones, Dongles, Routers, Wi-Fi.
STATE STREET SYNTEL SERVICES PVT LTD Jan 2014 - June 2014
HR-Officer
⚫ Responsible for full-cycle recruitment related to any profile except IT
⚫ Analyze the quality people and the contact them through phone, Email.
⚫ Recruit the people and perform various different steps.
⚫ Arranging the telephonic interviews of candidates as per the requirement & schedule face to face to
interview
⚫ Preparing a daily tracker of the recruitment process & updating it to Team Leader
⚫ Sourcing the CVs from various channels like Job Portals: - (Monster, Naukri, Times)
⚫ Screening, Hiring, Shortlisting candidates as per the requirement
⚫ Sourcing on various kinds of profiles like, Back Office, Accounts & Finance also handled calling interviews
of Higher-Level Designations like Team leader, Manager. etc.

GLOBAL INNOVSOURCE PVT.LTD Sep 2014 - May 2015

HR Executive – Sourcing
⚫ Sourcing from various channels like (Monster, Naukri) as per client’s requirements
⚫ Screening and shortlisting candidates for employers to interview
⚫ Manages the entire staffing process: recruits, screens, interviews, tests and selects employees to fill
vacant positions throughout organization
⚫ Working for different clients like Tata Teleservices, Tata Motors, Sony, Amazon, Aremax, M swipe, Dr.
Batra, Ugam for PAN INDIA for all the locations.
⚫ Handling Telephonic interviews of candidates, screening their whole resume as per our requirement for
all the profiles
⚫ Co-ordinating with Manager for day-to-day update and also coordinating with all departments related
to interviews, feedback
⚫ Taking face to face interviews for candidates for lower as well as higher level designation like Account
executive, Team Leader, Manager, HR etc.
⚫ Making Job Posting as per requirement if on priority basis

EDUCATIONAL QUALIFICATION

▪ Bachelors in Commerce passed in Oct 2013 from Mumbai University

▪ HSC passed in Feb 2010 from Maharashtra Board
▪ SSC passed in March 2008 from Maharashtra Board

TECHNICAL PROFICIENCY
▪ Environment: - Windows 95/98, Windows 2000, MS Office, Advanced Excel.
▪ Applications: - MS Office (Word, Excel, Power point.)

OTHER QUALIFICATIONS
▪ Successfully completed Typing Course of English 30wpm & 40wpm, & Marathi 30wpm
▪ Successfully completed Diploma in Office Automation & Financial Accounting.
▪ Successfully completed MS-CIT.

ADDITIONAL INFORMATION
▪ Languages Known: English, Hindi & Marathi
▪ References: Would be furnished upon Request