Curriculum Vitae
Krunal.J.Parmar
Curent Address :- Plot No-199 – Sameer Palace
Flat No-9, Sector -29, Gandhinagar
Email ID : Krunalparmar172064 AT yahoo.com
Mobile No : 09898172064
Objectives :
I would like to work in a challenging environment where my abilities can be used to make a difference thereby allowing me to grow along with the organization
Achievement :
** All over India Best CRM Officer - 1st Runner up Award -2015-16 (PAN INDIA) at Atul Auto Ltd.
** All over India Best CRM Officer - 1st Runner up Award -2014-15 (PAN INDIA) at Atul Auto Ltd.
** All over India Best CRM Officer Award – 2011 (PAN INDIA) at Piaggio Vehicle Pvt Ltd.
Experience :-
1. Organization : Atul Auto Ltd.
Tenure : 14th Nov’2011 till date
Designation : CRM Officer. (Customer Relationship Management) Service - Gujarat
Type of industry : Manufacturer of Light commercial vehicles (3 Wheelers).
CRM Role :
** Collecting the daily sales reports from all the centers & Analyzing the report and providing suggestion to the centers.
** Collection of customer database from dealerships on a daily basis.
** Make follow up call after resolution of complaint & compile resolution status.
** Conditions for availing Extended warranty benefits.
** Dealership CRM executives Handling & CRE Meeting once in a quarterly basis indicating improvement areas and also for rewarding the performers.
** Heading the Customer Relationship Management Team in resolving all the service related issues (Team size 12).
** Making strategies for efficient functioning of the CRM team to increase their productivity like Providing Training to the CRM department at dealers point in Gujarat and new joiner in Atul Auto Ltd.
** Responsible for maintaining relationship between company and the telecom operators.
** Looking after the promotional activities of company by handling SMS Advertising / SMS Campaigning / E-Mail Campaigning and also attend selected service activities for a day & collect direct feedback from individual customers.
** Provide solutions for problems by identifying, evaluating and implementing alternatives in a professional manner
** Generating & compiling CRM reports which will share with the regional & service planning team on monthly basis.
** Atul Sahay (LGO – Local Garage Owner) Contact Every Month to meet the organization goals.
Job Profile : - HR and Administration Activities
** Handling HR activities like maintaining attendance record and update database of employees in biometric system.
** Maintaining leave records of all employees of Corporate Office - Ahmedabad.
** Updating inward and outward courier details on a daily basis.
** Housekeeping Handling (RCS)
** Checking all bills related to sales, service and other office expenses.
New Initiatives :
** Developed a template i.e. CRM SOP (Standard Operating Process) which help at dealership to improve their productivity.
** Designing and applying various methods to accomplish targets on monthly, quarterly, and yearly basis like SSI & CSI.
** Ownership of customer feedback Reports of all dealership of Gujarat to improve and suggest any product modification.
2. Organization : Cargo ford - Dealership
Tenure : 25th July’11 (3 Month 16 Days)
Designation : CCM (Customer care Manager) Service.
Type of industry : 4Wheelers Automobiles Ford.
Job Profile :-
** Handling Dealership CCE (Team Size – 3) and Tele callers through daily report, i.e. Home visit reports, free service calls follow-up, JDP calls, PSF calls, and Weekly reports check.
** Customer complains handling. i.e. ( CVP and JDP Customer )
** Daily Open concern & close concern reports – ( PSF – Customer )
** Daily free service data & paid service data fill up in comp. Software as a tele callers properly Mention.
** Every day’s follow-up reports generated CCE – day wise.
** Booking list daily in fill up in excel sheet
** CVP (Customer View Point) customer complain Handling & close the Satisfaction.
** Dealership Daily performance Tracker excel sheet i.e.(CVP,FRFT,)
** Monthly reports tracking.
3.
Organization : PIAGGIO Vehicles Pvt. Ltd.
Tenure : 23rd Sept -2009 to 23 July-2011 (22 Month)
Designation : CRM Officer. (Customer Relationship Management) Service – Gujarat
Type of industry : Italian Multinational Co. Manufacturer of Light commercial vehicles (3 & 4 Wheelers)
Job Profile :-
** Improved Service Quality By Implementing.
** Strategic guidance to channel partners on service matters.
** Organizing service camps & promotion activities.
** Ape Pariwar Customer Meet & Briefed PIAGGIO profile, ape pariwar Scheme information, Monthly reports.
** Ape Pariwar meet Report Dealer and State wise monthly service MIS.
** Customer Input data from Service Engineer Gujarat.
** Resolving Customer Complaints, Sending Failure Information Reports
** Key Account Customer satisfaction MIS reports.
** Vehicle off road reports Daily Basis – 4W Vehicle - dealer wise –Gujarat.
IN CDMS (Customer Dealer Management system) :
** Post Sales Satisfaction (New Vehicle Installation Feedback). Every QTR. Monthly report.
** ** Close monitoring of product performance & feedback
** ** Customers are briefed on 3W, i.e. Product, privilege, and Ape Pariwar Scheme, at the time of vehicle purchase.
** Happy calls Analysis – Service per dealer customer contact daily basis.
** Internal CSI parameters as per format 3w – 4w customer quarter wise Reports.
** Completion of Dealer & State wise CSI feedback for the Quarterlies 3w & 4w.
** State wise Internal CSI Score 3w & 4W.
** Internal CSI Score reports quarter wise average 3W & 4W.
** CRM Activity Monthly report Dealer wise.(GUJARAT)
** None reporting customer Analysis and contacted & complain and Saul the problem.
** Heading the Customer Relationship Management Team in resolving all the service related issues (Team size 10)
** Organizing CRE Meeting. (It is expected that the CRO organizes the dealer CRE meeting once in a quarter for better understanding of CRM activities in the state and also showing them dealer wise result on quarterly basis indicating improvement areas and also for rewarding the performers).
Previous Experience :
4. Organization : Cambay Family Holidays
Employee : Neesa Leisure Limited.
Tenure : 03rd Sept 2008 to Aug – 2009 (1Years 1Month 28 Days)
Designation : Tele Marketing Executive
Type of Hotel : 3¶Hotels and 5µHotels across India
** I have been Experience CambayFamily Holidaysas a Tele Marketing Executive as a Time Share Division.
** Membership calling i.e. Spa, Golf, Club…etc.….
** Outbound customer calling (Postpaid Connection) Billing Payment.
5. I Was Worked with Kotak Mahindra life Insurance as a Tele Marketing Executives last 8 months. (Jan - 2008 to Aug – 2008)
6. I was worked with Pace setter Business Center pvt. (Vodafone) as a Tele Calling last 6 months. (April -2007 to Oct – 2007)
Goal in life :
To Excel in my field and be recognized in the family of the industrial society as a successful person…
Computer Knowledge base :
Operating System : Windows XP, Windows 98, Windows 2000 Professional.
Application Soft- wares : PGDCA, MS-Office, Power point
Academics :-
PGDCA JUNE – 2009/2010 ECIL – ECIT B GREAD
T.Y.B.A MARCH – 2008 NORTH GUJARAT UNI 60.00%
H.S.C MARCH – 2004 GUJARAT BOARD 64.00%
I.T.I JULY – 2000 / 2002 GSVT 67.00%
Personal Information :
Birth-Date : 8th July, 1985
Permanent Address : D /1 01, Rajkamal Apartment, NH.No.8, Nr.Bajrang Ashram, Saijpur Bogha, Krishanagar, Ahmedabad – 382345.
Marital Status : Married
Languages Known : English, Hindi and Gujarati.
Hobbies : Watching Movie, Cricket.
Strengths :
A good team member, Cooperative, Good listener, hardworking, confident about my work
Declaration :
I hope you will give a chance to interact. I will perform my duties with the best of my ability, and I will try my best to satisfy you and my superior with my hard work for which I shall thank you.
Date :
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