Reema Srivastava
@reemasrivastava
Customer Support & CRM specialist with 5+ years improving CSAT, resolving complaints, and training teams on CRM processes.
IndiaWhat I'm looking for
I’m a result-oriented Customer Support & CRM professional with 5+ years of experience in customer handling, complaint resolution, and service operations. I focus on managing escalations effectively and improving customer satisfaction (CSAT) in fast-paced environments.
Currently, I work as a CRM Trainer | Skoda Dealership, where I train staff on CRM and customer handling while continuously improving CSAT scores. I also manage escalations to ensure issues are resolved with quality and consistency.
Previously, as a CRM Specialist at Skoda Dealership and Volkswagen (Lucknow), I handled daily customer interactions through calls and emails, managed complaints, and ensured timely resolution. Earlier experience includes Bodyshop Admin and Trainee roles at Volkswagen, strengthening my records management, coordination, and customer operations support.
Experience
Work history, roles, and key accomplishments
CRM Trainer
Skoda Dealership
Oct 2024 - Present (1 year 7 months)
Trained staff on CRM and customer handling to strengthen service quality. Improved CSAT and managed escalations to ensure customer issues were resolved.
CRM Specialist
Skoda Dealership
Feb 2022 - Sep 2024 (2 years 7 months)
Handled daily customer interactions via calls and emails, ensuring timely complaint resolution. Managed customer complaints and maintained high customer satisfaction.
CRM Specialist
Volkswagen
Mar 2020 - Jan 2022 (1 year 10 months)
Managed customer handling and complaint resolution for service operations. Ensured customers received effective follow-up and support to resolve issues.
Bodyshop Admin
Volkswagen
Jan 2018 - Feb 2019 (1 year 1 month)
Handled records management and coordinated bodyshop operations to support customer service workflows. Provided administrative support to keep service processes on track.
Trainee
Volkswagen
Sep 2016 - Dec 2017 (1 year 3 months)
Assisted in customer operations and supported day-to-day service processes. Helped with handling customer-related tasks under supervision.
Customer Support Associate
Volkswagen
Jun 2010 - Jun 2011 (1 year)
Handled customer queries and provided support to resolve common issues. Supported service operations through consistent customer communication.
Education
Degrees, certifications, and relevant coursework
Unknown
Master of Business Administration, Business Administration
Earned a Master of Business Administration (MBA).
Unknown
Master of Arts, Economics
Earned a Master of Arts in Economics.
Unknown
Bachelor of Business Administration, Business Administration
Earned a Bachelor of Business Administration (BBA).
Unknown
Bachelor of Laws, Law
Earned a Bachelor of Laws (LLB).
Availability
Location
IndiaAuthorized to work in
Job categories
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