Summary
Overview
Work history
Education
Skills
Accomplishments
Languages
Timeline
Generic

KHUSHBOO PANDEY

Hinckley,Leicestershire

Summary

Offering compassion, patience, and strong interpersonal skills. Knowledgeable about providing support, ensuring comfort, and maintaining a safe environment for individuals. Empathetic and driven professional with a talent for problem-solving and communication, bringing strong customer service and leadership skills. Manage team, dynamics and resolving complex issues ensures smooth operations and high customer satisfaction.

Overview

16
16
years of professional experience
2
2
years of post-secondary education

Work history

Care Assistant

HC One Hinckley Park
Hinckley, Leicestershire
05.2025 - Current
  • Facilitated smooth communication between resident and medical staff, fostering understanding and trust.
  • Adhered strictly to professional standards, regulations and policies at all times while executing duties.
  • Respected privacy and dignity of each resident during provision of care services.
  • Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
  • Maintained optimal safety standards throughout client home and care environments, prioritising risk-reduction, health and hygiene.

Customer Care Manager

Frontier Kia
Gurgaon , India
02.2023 - 11.2023
  • Organized and facilitated training sessions, achieving 100% training completion while strengthening employee soft skills, resulting in improved team performance and service quality
  • Handled customer complaints effectively, providing swift resolutions resulting in increased customer satisfaction by 85%.
  • Monitored, managed, and reported on complaint cases ensuring timely resolution within defined TAT within 2 working days.
  • Conducted regular meetings with the team to discuss performance and set targets.

Customer Care Manager

BMW Infinity Cars
Delhi, India
02.2021 - 11.2021
  • Maximized sales revenue growth by successfully identifying up- and cross-selling opportunities to 100%.
  • Supported continuous improvement initiatives, collecting every customer feedback to inform future business processes.
  • Drove customer retention, building engaging relationships through every interaction.


Head of Customer Experience - Sales & Service

BMW Titanium Autos
Ranchi, India
06.2019 - 01.2020
  • Established a team of customer experience professionals to deliver quality service.
  • Reduced the number of complaints with an efficient complaint resolution system.
  • Improved online user experience with website redesign and simplification project
  • Facilitated workshops on empathy-building amongst employees which positively influenced how they dealt with complex or sensitive situations involving customers.

Customer Care Manager - Aftersales

Audi Ranchi
Ranchi, India
07.2016 - 05.2019
  • Streamlined customer service procedures, enhancing efficiency
  • Resolved escalated complaints with diplomacy and tact.
  • Devised new policies for dealing with difficult situations, reducing complaint escalations.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.

Customer Care Manager

Tata Motors Basudeb
Ranchi, India
05.2009 - 06.2016
  • Revamped outdated processes to meet modern business requirements.
  • Implemented new CRM systems for better customer data management.
  • Improved customer satisfaction by proactive problem-solving strategies.

Education

Master of Business Administration - Information Technology

Doranda College
Ranchi India
04.2017 - 03.2019

Skills

  • Emergency Procedure
  • MED e-care
  • Infection Control Competency
  • Food Safety
  • Equality, Diversity & Inclusion
  • Control of Substances Hazardous to Health
  • Dementia Care
  • Microsoft Office proficiency
  • Complaint handling and retention strategies
  • Data analysis and reporting
  • Manual handling certification
  • End-Of-Life support

Accomplishments

  • Excellence Award in Team Leadership and Customer Retention - Audi
  • All Over 2nd Rank CRM Sales in Tata Motors India in 2014

Languages

English
Fluent

Timeline

Care Assistant

HC One Hinckley Park
05.2025 - Current

Customer Care Manager

Frontier Kia
02.2023 - 11.2023

Customer Care Manager

BMW Infinity Cars
02.2021 - 11.2021

Head of Customer Experience - Sales & Service

BMW Titanium Autos
06.2019 - 01.2020

Master of Business Administration - Information Technology

Doranda College
04.2017 - 03.2019

Customer Care Manager - Aftersales

Audi Ranchi
07.2016 - 05.2019

Customer Care Manager

Tata Motors Basudeb
05.2009 - 06.2016

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KHUSHBOO PANDEY