Sabiha a

I’m a Result-driven General Manager with 19+ years in the automobile industry, specializing in CRM, After-Sales Operations, and Process Excellence. My focus is always the same: raise customer satisfaction while tightening operational control through KPI management and repeatable processes.

In my current role as Group General Manager – Process at GBM Vahaan Pvt. Ltd., I lead process transformation initiatives across multi-branch operations. I drive data-based decisions to improve KPIs and efficiency, while managing cross-functional teams to strengthen quality compliance.

Previously, as Head – Customer Relations at Sterling Automobiles (Honda), I managed CRM and after-sales operations across 4 branches and led a team of 122 members. I achieved a CSI score of 976/1000 through strong customer engagement strategies, while reducing complaints significantly and maintaining industry-leading complaint ratios as low as 0.40%.

I’ve consistently improved service outcomes by translating feedback into structured CRM initiatives, reducing complaints from double-digit levels to single-digit levels. I’m recognized multiple times for CRM excellence and KPI achievements, and I bring practical process improvement, stakeholder management, and service excellence to every transformation I lead.