Divya Carol

Dedicated and customer-focused professional with over 14 years of experience in the automobile industry. Proven expertise in Sales Quality Management, Customer Relationship Management, and Dealership Operations. Adept at enhancing customer satisfaction, streamlining operational processes, and leading cross-functional teams to deliver sales and service excellence. Recognized for strong communication, problem-solving abilities, and effective leadership in high-pressure environments.

Office Assistant - M/s Delta Infralogistics (Worldwide) Ltd - Mangalore

(2011-01 - 2015-12)

• Shipping Department: Handled invoicing processes, coordinated shipping documentation, and ensured timely dispatch of goods.
• Store Department: Managed inventory by placing part orders and entering stock details accurately into the system.
• Accounts Department: Assisted in preparing bills, maintaining ledgers, and supporting monthly reconciliation.
• HR Department: Provided administrative support, maintained employee records, and assisted in payroll documentation.

Customer Relations Officer - Auto Matrix (TATA Motors Dealership) - Mangalore

(2016-01 - 2017-12)

• Worked in the Service Department, acting as the key point of contact between customers and the workshop.
• Handled customer service appointments, ensuring smooth scheduling and timely follow-ups.
• Resolved service-related complaints by coordinating with the technical team and ensuring customer concerns were addressed promptly.
• Focused on customer satisfaction initiatives, collecting feedback and working on continuous service quality improvement.

Customer Care Executive - Nexa, Mandovi Motors Pvt Ltd (Maruti Cars) - Mangalore

(2017-01 - 2019-12)

• Worked in the Sales Department, managing the end-to-end customer engagement process.
• Handled enquiry follow-ups and coordinated test drive appointments to enhance lead conversion.
• Maintained accurate file management for bookings, vehicle deliveries, and customer documentation.
• Collected after-sales feedback to assess customer satisfaction and identify areas for improvement.

Customer Relationship Manager - Niran Motors Pvt Ltd (Royal Enfield Dealership) - Mangalore

(2019-01 - 2022-12)

• Managed service appointments, ensuring timely scheduling and effective communication with customers.
• Handled customer complaints efficiently, coordinating with the service team for quick and satisfactory resolutions.
• Focused on customer satisfaction by building long-term relationships, conducting follow-ups, and implementing retention strategies.
• Generated daily, weekly, and monthly reports on service performance, customer feedback, and complaint resolution to support management reviews and decision-making.

Sales Quality Manager - Artha Honda (Honda Cars Authorized Dealership) - Mangalore

(2022-01)

• Followed up on sales queries and customer inquiries, ensuring prompt responses and satisfaction.
• Managed post-delivery follow-up, gathering valuable customer feedback to improve sales processes and customer experiences.
• Led complaint management, addressing and resolving customer concerns effectively.
• Conducted thorough file audits to ensure compliance and accuracy in documentation.
• Coordinated accessories follow-up and provided recommendations to enhance vehicle customization options.
• Ensured smooth and organized delivery processes, managing all related documentation and vehicle handover protocols.
• Trained new joiners, ensuring they understood company policies, processes, and customer service standards.
• Maintained showroom cleanliness, ensuring a welcoming and professional environment for customers.
• Regularly inspected and maintained demo cars used for test drives to ensure they met quality standards.

Customer Relation Manager – Service - Cauvery Tata Motors Pvt Ltd - Mangalore

(2025-01)

• Managing customer relations in the service department, ensuring high levels of customer satisfaction.
• Handling customer complaints and coordinating with the service team for timely resolution.
• Monitoring vehicle service progress and providing regular updates to customers.
• Conducting post-service follow-ups to collect feedback and improve service experience.
• Coordinating with workshop, technical team, and management to resolve escalated cases.
• Maintaining service records, complaint logs, and ensuring proper documentation.
• Supporting customer retention by ensuring smooth service delivery and communication.

Pre-University Course (PUC) - Govt. Women's College, Carstreet, Mangalore (2009-01 - 2009-12)

Higher Diploma in Computer Application - Computer Application - S.D.M Mangala Jyothi, Vamanjuru (2011-01 - 2011-12)

Speed Typing (English and Kannada) - Typing (2011-01 - 2011-12)