Nikhil Gupta

I'm particularly interested in the opening/ Position, which relates strongly to my work profile. I have nearly 19 years of experience in Operations Management, Collections Management/ Accounts Receivables, SLA Management, Legal Documentation & Compliance Management. Working with Shalimar Corp Ltd (Real Estate Company), Lucknow as CRM Head (GM-CRM), I believe I meet all the essential criteria for the position. A summary of my experience and key accomplishments includes the following:

Showcased excellence in implementing the recovery strategies in case of payment defaults; understanding the reasons behind the default and accordingly providing options to regularize payment
Leveraged success in streamlining customer services functions by designing innovative systems & processes to generate high value propositions for the customers
Achievement oriented professional with excellent people management skills and an ability to manage change with ease

Head- CRM (GM)

Shalimar Corp. Ltd. (Real Estate Co.) • Lucknow UP

02/2021 – till date

Key Result Areas

Led a 10-member Operations team, overseeing the entire customer lifecycle from onboarding to registry, ensuring 100% compliance with customer service standards.

Developed and executed proactive/reactive churn control strategies, resulting in a reduction in customer churn over 12 months.

Managed inventory for residential/commercial projects, optimizing debtors & creditors aging reports, reducing recovery periods.

Created and implemented detailed collection plans, delegated recovery targets, and achieved an 85% recovery rate within the designated timelines.

Supervised operational processes and ensured 100% adherence to Service Level Agreements (SLA), reducing service delays.

Led and mentored a high-performing team, increasing process efficiency by 25% and ensuring all group/individual targets were met.

Analyzed customer feedback and implemented process improvements, improving customer satisfaction scores.

Conceptualized and launched customer service strategies, leading to improvement in customer retention through tailored services.

Designed and executed customer lifecycle management strategies, arresting churn rates and maintaining customer retention rate.

Managed and streamlined the collection and processing of booking forms, reducing processing errors.

Executed Allotment Letters/Builder Buyer Agreements, ensuring 100% compliance with legal documentation protocols.

Developed comprehensive monthly sales & collection reports, ensuring 100% accuracy in commission data, interest sheets, and other costs.

Executed the reconciliation of commercial data and accounts, improving audit accuracy prior to issuing NOC and transfers.

Tracked daily collections, cancellations, and refunds, reducing booking cancellation.

Collaborated with cross-functional teams (Sales, Legal, Finance) to streamline processes, improving inter-departmental coordination.

Deputy General Manager- CRM

Curo India Pvt. Ltd. (Real Estate Co.) • DL

11/2019 - 02/2021

Key Result Areas

Lead Operations Team of 4 persons which looks complete customer lifecycle from onboarding to Registry.

Strategizing and managing churn control activities, both proactive and reactive.

Working on inventory management of residential & commercial projects, analysis of debtors & creditors ageing, recovery period and balance confirmation procedures.

Preparing collection plans, delegating the targets and developing overall and case specific strategies to recover money.

Supervising overall functioning of processes; ensuring compliance to the agreed SLA levels.

Leading, mentoring & monitoring the performance of the team members to ensure efficiency in process operations and meeting of individual & group targets.

Assessing customer feedback, evaluating the improvement areas & providing critical inputs.

Conceptualizing customer services strategies based on extensive analysis of service operation and market dynamics.

Planning & executing of customer life cycle management therapies, to arrest churn levels of customers.

Managing collection & processing of booking forms from Marketing Department and punching in ERP

Execution of Allotment Letter/ Builder Buyer Agreement

Developing monthly sales & collection reports, commission data for dealers, interest sheet and holding charges & other misc. cost

Executing reconciliation of commercial data with accounts, audit of files before issuing NOC & transfer.

Tracking daily collections, cases of booking cancellation, refund & adjustments and TPA & PTM in case of Bank Loans.

Liaising with Sales & Marketing, Account & Finance, Legal, Architecture and IT Dept. for necessary inter-relationship

Assistant General Manager- CRM

Omaxe Limited (Real Estate Company) • Chandigarh, CH

08/2010 – 11/2019

Key Result Areas

Lead Operations Team of 5 persons which looks complete customer lifecycle from onboarding to Registry.