Sr. Manager CRM at CITY ONE Group (2022-05 – Present)
- Supervising the daily operations of the customer service department
- Developed and implemented customer service policies and procedures to ensure efficient and effective operations
- Led and managed a team of Maximum 10 customer service representatives, providing guidance, training and support to ensure exceptional customer service delivery
- Took full ownership of customer problems, coordinating cross-functional efforts to achieve resolution
- Designed and executed customer-centric procedures that improved service delivery and engagement
- Oversaw complete CRM post-sales operations, including customer follow-ups, issue resolution, and data management
- Coordinated APF file preparation, aligning Legal and Technical documentation with specific bank protocols
- Maintained precise records of customer interactions and documented all service activities for operational transparency
- Ensured RERA compliance by managing documentation and timely updates on the RERA portal
- Handled MHADA-related paperwork, including agreement drafting and compliance documentation
- Prepared Daily, Weekly, and Monthly dashboards along with Quarterly Cash Flow reports to support strategic decision-making
- Managed new project registrations on the RERA portal, ensuring timely and accurate submissions
- Coordinated seamlessly with Legal, Finance, Architecture, and RERA teams to streamline compliance processes
- Oversaw SRO – CREDAI registration and maintained adherence to industry standards
- Prepared and finalized statutory formats including Form 1 (Architect), Form 2 (Engineer Certificate), declarations, cost estimations, Agreement to Sale, deviation reports, and allotment letters
- Supported project launch activities by drafting and finalizing booking forms, letterheads, and other essential documentation
- Handled verification forms and accurately filled Agreement to Sale (ATS) documents to support legal processing
- Prepared agreement drafts and coordinated scheduling for registration with relevant authorities
- Ensured timely recovery of dues by tracking milestone-linked payment schedules and initiating follow-ups
- Led recovery efforts for ageing cases, ensuring retention through targeted engagement
- Coordinated first and partial disbursement processes by preparing and submitting DOCKET and DRF documentation
- Acted as liaison between clients and financial institutions to streamline home loan approvals through accurate documentation and APF compliance
- Identified non-recoverable accounts and initiated legal proceedings in collaboration with the Legal department
- Addressed and resolved customer concerns through proactive communication and issue tracking
- Reduced customer cancellations by deploying dedicated dispute resolution personnel to address concerns proactively
- Implemented retention strategies to recover cases flagged for cancellation, minimizing revenue loss and improving customer satisfaction
- Prepared pre-delivery inspection documentation and checklists to ensure readiness for possession handovers
- Drafted possession receipts and letters, enabling smooth transition of property ownership to customers
- Snag list clearance and inspection of a unit
- Compiled and maintained Occupancy Certificate (OC) documentation index for regulatory submission and compliance tracking
- Ensured compliance with MSEB (electricity board) and property tax documentation requirements during project handovers
- Facilitated handover readiness by tracking snag point clearance and aligning schedules with engineering deliverables
- Successfully handed over 400+ residential units across multiple projects
- Prepared property tax documentation in prescribed formats for regulatory adherence
- Monitored post-possession ticket rectification turnaround times (TATs) and implemented improvements for faster resolution
CRM Manager at Naiknavare Developers (2020-09 – 2022-04)
CRM Manager at Xrbia Developers Ltd. (2018-05 – 2020-08)
Quality Analyst/Team Lead at TATA Business Support Services Limited (2016-10 – 2018-05)
- Guide the project to team to improve them in future
- Participates in design of call monitoring formats and quality standards
- Performs call monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Participates in customer and client listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for call center staff
- Maintains customer records by updating account information
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction
- Prepares product or service reports by collecting and analyzing customer information
- Contributes to team effort by accomplishing related results as needed
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Quality Analyst/Team Lead at Aegis PVT. Ltd (2014-12 – 2016-10)
Customer Service Representative at Idea Cellular Limited (2010-11 – 2011-11)
Customer Service Representative at Reliance Infrastructure Pvt. Ltd (2007-09 – 2009-09)
