Manager - CRM & Banking Relation - OMAXE LIMITED - Lucknow, UP
(2021-08)
- Managed end-to-end customer lifecycle
- Flowing up with Bank & Financial Institution for Project Approval for Retail funding
- Assist team with meeting deadlines (BBA, Registration, Payment, All KYC Documents collect with all customers
- Coordinated loan approvals & disbursements
- Reduced overdue accounts via MIS tracking
- Ensured UPRERA compliance
- Led collections team
- Corporate Finding
- Developed and implemented comprehensive CRM strategies resulting in a 30% increase in customer acquisition
- Led a cross-functional team to enhance CRM platform integration, improving data accuracy and user engagement
- Assessed customer feedback and analytics, presenting insights that informed strategic business decisions and targeted marketing
- Collaborated with IT and marketing to streamline CRM processes, achieving a 40% reduction in response time
- Conducted workshops for improving team skills in CRM, leading to enhanced customer relationship management capabilities
Deputy Manager – CRM - TDI INFRACORP (India) LIMITED
(2017-01 - 2021-12)
- Managed receivables and collections
- Improved cash flow strategies
- Handled customer query resolution
- Managed end-to-end customer lifecycle
- Coordinated loan approvals & disbursements
- Optimized CRM tools and techniques, contributing to a 25% improvement in customer retention rates
- Analyzed complex customer data to provide actionable insights, strengthening cross-departmental strategic initiatives
- Managed multiple CRM enhancement projects, ensuring seamless integration and functionality across platforms
- Utilized interpersonal skills to effectively mediate between teams, fostering a collaborative work environment
Deputy Manager – CRM - RUDRA BUILDWELL PROJECTS PVT. LTD.
(2013-01 - 2016-12)
- Achieved sales targets through channel sourcing
- Led team and drove business growth
- Assisted in the development of CRM systems, leading to improved data management and a 15% increase in sales efficiency
- Implemented training programs focused on CRM tool usage, elevating team competence and productivity
- Conducted data analysis and reports, offering strategic insights that enhanced team performance and customer satisfaction
- Utilized effective communication to convey technical insights to non-technical staff, improving operational coherence
TSM – Mortgage Finance - ICICI BANK LIMITED
(2011-01 - 2013-12)
- Achieved sales targets through channel sourcing
- Led team and drove business growth
- Improved collection efficiency to 95% (up from 65%), Surpassing monthly achievement goals
- Reduced client churn by 35% though the implementation of a comprehensive onboarding program and tailored customer success roadmap
- Managed post sale documentation including allotment letter Demand letter payment receipts agreement to sale (BBA) and another bank related document PTT, khasra boundary wall letter of flat and plot TPA and PTM etc.
- Coordinated with sales team to execute targeted market campaigns increasing lead conversion rates by 20%
- Streamline the sales NOC efficiency to 85% (up from 45%) for project lander
- Reduced operational cost by 15% by automation manual process through CRM software enhancements
- Managed post sales issues and acted as the primary liaison between company and clients for possession handover
- Customer service protocol to enhance response time and resolution efficiency cutting average customer wait times by 40% and boosting customer satisfaction by 25%
- Managed CRM data analysis projects, uncovering key customer behavior trends and translating these into actionable strategies, boosting annual revenues by 15%
- Managed a portfolio of CRM campaigns for key clients, contributing to an annual growth rate of 12% in client loyalty metrics
- Pioneered a new segmentation approach that improved target marketing effectiveness and increased customer satisfaction by 22%
