Prashant Tiwari

Accomplished CRM and After-Sales professional with 9+ years of experience in the real estate industry and IT, leading customer relationship management, post-sales operations, possession coordination, and customer lifecycle management. Proven ability to drive operational excellence by streamlining CRM processes, managing high-value customer interactions, resolving escalations, and delivering exceptional customer satisfaction. Skilled in leading cross-functional coordination with Sales, Finance, Legal, Projects, and Collections to ensure seamless customer journeys and timely project handovers.

Advanced expertise in Microsoft Excel, Power BI, MIS reporting, and data analysis, with a strong track record of using data-driven insights to improve business performance, optimize processes, and support strategic decision-making. A proactive leader committed to building customer trust, enhancing operational efficiency, and contributing to organizational growth.

Assistant Manager CRM at Realty Assistant Pvt Ltd (2024-04 – 2026-07)

• Assisted in managing daily operations of real estate listings and client communications.
• Achieved ~85% collections recovery within defined timelines through structured collection planning and case-specific recovery strategies.
• Managed inventory for residential and commercial projects, optimizing debtors aging and reducing recovery cycles.
• Ensured 100% SLA compliance, reducing service delays and escalations.
• Executed Allotment Letters and Builder Buyer Agreements with full legal compliance.
• Conducted commercial and account reconciliations prior to NOC issuance and unit transfers.
• Improved operational efficiency by 25% through process standardization and team mentoring.
• Coordinated property viewings and scheduled appointments for clients and agents.
• Developed marketing materials to promote available properties and enhance visibility.
• Manage and update CRM system with client information.
• Track and analyze client interactions and data.
• Support real estate agents with client relationship management.
• Develop strategies to improve customer engagement.
• Coordinate with sales and marketing teams to drive growth.
• Provide training and support on CRM best practices.
• Prepare reports on sales activities and client feedback.
• Clients documentation.
• Sales teams coordination.
• Managed budget planning processes.
• Training CRM team.
• Training sales team for Pitch.
• Maintained accurate records of transactions and updated client databases regularly.
• Supported the training of new team members on company policies and procedures.
• Collaborated with agents to streamline workflow and improve service delivery.
• Resolved client inquiries promptly, ensuring a positive customer experience.
• Organized team meetings, preparing agendas and documenting meeting outcomes.
• Managed customer service inquiries and complaints in a timely manner.
• Supervised daily operations including scheduling shifts, assigning duties.
• Maintained up-to-date knowledge of company products and services.
• Ensured compliance with safety regulations and company policies.
• Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
• Collaborated with management on developing strategic plans for achieving business goals.
• Developed a system for tracking inventory and ordering supplies as needed.
• Created reports on sales trends, inventory levels, and financial data.
• Assisted in the development of operational strategies to ensure efficient and productive operations.
• Maintained accurate records of sales transactions using point-of-sale systems.

MIS MANAGER at Urbanfeat Technologies (2022-06 – 2024-03)

• Led development of information systems for Urbanfeat Technologies.
• Managed team of IT professionals to enhance system functionality.
• Oversaw project timelines and resource allocation for technology initiatives.
• Collaborated with stakeholders to identify technology needs and solutions.
• Developed training programs for staff on new information systems.
• Evaluated software solutions to improve operational efficiency and effectiveness.
• Implemented data security protocols to protect company information assets.
• Streamlined reporting processes for better decision-making within the organization.
• Managed and developed the MIS department budget.
• Provided guidance to IT staff regarding installation, configuration, and support of software applications.
• Maintained an effective working relationship with all levels of internal staff as well as external partners.
• Reviewed customer service requests from end-users in order to provide timely resolution of any issues encountered.
• Created reports on system performance, usage, and other related metrics.
• Identified opportunities for automation or process improvement within the MIS department.
• Developed strategies to improve system performance and user experience.
• Oversaw day-to-day operations of the MIS Department including personnel management activities such as hiring and firing decisions and performance reviews.
• Analyzed workflows and established priorities for daily operations.
• Evaluated organization's technology to recommend upgrades for hardware and software.

M&E Assistant at Tanager International (2017-01 – 2022-05)

• Coordinated project logistics and scheduling for multiple international initiatives.
• Assisted in data collection and analysis for monitoring and evaluation reports.
• Collaborated with team members to ensure compliance with organizational guidelines.
• Managed documentation and record-keeping for project activities and outcomes.
• Supported training sessions by preparing materials and facilitating discussions.
• Communicated with stakeholders to gather feedback and provide updates on projects.
• Organized meetings, taking notes, and distributing agendas to attendees promptly.
• Researched best practices in monitoring and evaluation to enhance team effectiveness.
• Maintained records of all meetings attended by members of the M&E team.
• Collaborated with other departments to ensure effective coordination of activities related to M&E efforts.
• Participated in stakeholder meetings regarding progress updates on specific projects or initiatives.
• Created dashboards using Tableau software to visualize trends in program performance metrics.
• Provided technical support to internal teams in developing evaluation tools and methods for monitoring impact of programs.
• Facilitated training sessions related to M&E best practices for project partners.

BCA – IGNOU (2016-06)

12TH ISC – ST JOHN BOSCO (2012-05)

10TH ICSE – ST JOHN BOSCO (2010-05)