Roma Dias

A dedicated, self motivated and competent individual holding an Executive Master of Business Management and a Bachelors degree in Computer Science. Worked as a Head of the Dept. - Customer Relationship Manager for a Mercedes Dealership and has acquired complete expertise in Managing various automobile brands and Real Estate segments.

My positive attitude, flexibility in terms of day-to-day work, as well as high standards of performance are some of the aspects, which assist me in performing my duties with high standards.

I have the maturity, skills, abilities and can understand various issues involved with maintaining and administering corporate infrastructure with excellent communication, interpersonal and problem solving skills, who builds consensus and promotes teamwork.

1.ALCON CONSTRUCTIONS (Goa) PVT. LTD-COUNTO MOTORS DIV, Goa India

Designation: HOD-Customer Relationship Manager (January 2020 – March 2021)

Job Profile:

• Ensure customers are satisfied during the purchase of their Mercedes-Benz by taking an instant feedback during delivery and post sales/service calls.
• Maintain a long term relationship with the customers by preparing a follow-up activity and documenting their comments on the Salesforce portal.
• If any grievances are captured at various touch points, provide effective and timely resolutions or escalate the concerns to the higher authorities by maintaining the hierarchy.
• Documenting feedbacks from prospects upon inquiry for a new purchase of the product and also tele-calling lost leads.
• Provide insights to customers’ activities in assisting the marketing department to improve their communication medium.
• Closely monitor after sales complaints by reducing the turnaround time to resolve each concern.
• Reporting to the team of Mercedes-Benz India on a monthly basis by analyzing the feedback provided and ensuring that the dealership maintains a 5-star rating and various performance parameters that will generate more revenue to the organization.

2. PRIORITY AUTOMOBILES (I) PVT. LTD, Goa India

Designation: Brand Manager (January 2017 – January 7th 2020)

Job Profile:

• Work closely with many teams, including researchers, marketing personnel, Parent Company Heads, Information Technology departments, creative agencies to ensure that the company brand values and image are followed.
• Ensure products and services and product lines that fall under the domain resonate with current and potential customers.
• Monitor marketing trends, keeping an eye on competitive products in the marketplace.
• Develop, implement and execute marketing initiatives and activities for the brand. These include advertisement campaigns, events, corporate social responsibility programs, sponsorships, loyalty programs, etc.
• Specify budget oriented policies that include strategic plans for Sales & Marketing management.
• Develop short term and long term strategic plans for the Sales and Service departments.
• Build up company’s reputation through marketing channels, public relations, media, CSR activities, etc.
• Measure and report performance of all marketing campaigns, and assess against ROI and KPIs.
• Plan promotional events that would benefit Employees as well as the organization, assist in Rewards and Recognition Programs.
• Prepare presentations, proposals; plans on new Projects to be ventured that would help build up the Group’s brand.
• Perform regular audits at premises before the Parent Company that would help the dealership achieve massive incentives.
• Calculate dealers incentive receivables in achieving targets.

3. PRIORITY CONSTRUCTIONS, Goa India

Designation: Property Sales Consultant (February 17th 2014 – Promoted to BM)

Job Profile:

• Assist client’s requirement in the purchase of shops, apartments and plots.
• Achieve sales target set up by the organization.
• Make marketing decisions to promote the organizations brand image by placing products across various marketing channels such as newspapers, magazines, Radio jingles, local television channels, etc. 
• Participate amongst the local property expo’s to deliver a face to face communication with our prospective buyers.
• Verify client’s particulars on agreements, sale deeds and prepare demand letters and other notifications, reminder letters etc.
• Communicate client’s customized requirements against their apartments to the engineers responsible in delivering the same.
• Attend to telephone calls and emails on regular basis to provide project information/ status as and when inquired.
• Understand the legalities involved and also ensuring clients agreement with the same in the purchase of such assets.
• Offer visits to the site to provide a living experience pertaining to clients requirements.
• Prepare Development potential project reports for various properties.
• Document proposals towards the growing need of the company.

4. CHOWGULE INDUSTRIES PVT. LTD., Goa India

Designation: Internal Trainer (May 1st 2012 – August 1st 2013)

Job Profile:

• Provide Induction training for new Entrants with an overview of the automobile technology, products and services sold etc.
• Update the Dealer Sales Executives with competition products and newly launched vehicles.
• Soft skills training for Dealer Sales Executives and Customer Care Executives.
• Organize events for Employees and customers.
• Resolve issues related to Human Resource.
• Track performance of Executives and provide necessary counselling to them to achieve the targets set up by the organization.

5.COREBIZ TECHNOLOGY SOLUTIONS, Dubai, UAE

Designation: Administrator cum Client Support (May 10th 2011 – June 30th 2011)

Job Profile:

• Resolve billing and service complaints and refer grievances to designated departments for investigation.
• Attend to the emails and answer telephone calls to provide support to the client.
• Confrere with customers via telephone for service continuance or discontinuance, etc.
• Prepare proposals for the products and follow up on the same.
• Prepare Invoices and receipts for the products and services dealt by the company.
• Main point of contact to liaise between the company and the customers.
• Handle the accounts and petty cash payments of the company.

6. COMPASS INTERNATIONAL FZE, Dubai, UAE

Designation: Web Developer (August 10th 2010 – December 31st 2010)

Job Profile:

• Establish the purpose of the website based on its target audience.
• Determine any functionality that the site must support and develop PHP content based on practical approved layout.
• Identify the content type the site would host and ensure compatibility with the PHP programming requirements.
• Give guidance on colors, layout and styles for the client website.
• Develop and upload web based applications.
• Created a website for a school- result generation.

1. Post Graduate Diploma in Management

At Goa Institute of Management- Ribandar Goa India.

Result: Grade B

Graduated in March 2016

2. Bachelor of Science- Computer Science

At Dhempe College of Arts & Science

 Goa India.

Result: Distinction

Graduated in April 2010