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Result-driven CRM & Post-Sales leader with 20+ years in Real Estate, heading end-to-end CRM operations for M/s. Goyal & Co | Hariyana Group, Bengaluru — managing a project portfolio worth ₹5,000+ Crores across residential apartments, villas, row houses and plots. Proven track record of building and leading high-performing CRM teams, driving collection efficiency, ensuring RERA and legal compliance, and delivering consistent, on-time possession and handover across large-scale developments.

Recognized for strong cross-functional stakeholder management with banks, financial institutions, legal counsel and channel partners, and for designing scalable post-sales processes, SOPs and MIS frameworks. ISO 9001:2008 Management Representative with hands-on experience securing CRISIL ratings. Seeking to bring this depth of CRM leadership and process rigor to a category-leading builder as Head – CRM.

Head – CRM at M/s. Goyal & Co | Hariyana Group (2021-03 – 2026-08)

Headed CRM operations for the entire project portfolio of the organization, worth ₹5,000+ Crores, spanning multiple residential developments.

• Owned end-to-end post-sales operations and backend CRM processes for all customers, from booking through possession, across a ₹5,000+ Crore project portfolio.
• Drove project approvals and coordinated with banks and financial institutions to facilitate customer home loans and disbursements.
• Partnered with the Legal Department to resolve queries on project approvals, Agreement for Sale and Sale Deeds, ensuring full regulatory and RERA compliance.
• Owned the complete documentation lifecycle — Allotment, Loan Facilitation, Agreement for Sale, Assignment Agreement, Supplementary Agreement, GPA, Demand Notes, TDS remittance and Registration Process.
• Coordinated loan take-overs, technical valuations and disbursement schedules with CRM project in-charges, bankers and clients.
• Managed channel partner and sales team invoicing and payment processing.
• Owned annual and monthly cash flow projections, collection targets, and registration/handover planning across projects, driving disciplined recovery of outstanding dues.
• Built team effectiveness through structured collaboration frameworks and hands-on mentoring.
• Reviewed, verified and approved all customer-facing documentation; delivered monthly MIS and stakeholder reports to leadership and finance.

Head – CRM at M/s. CNTC India Projects (2019-11 – 2021-02)

• Led the CRM function, partnering proactively with clients on collections and due-diligence documentation to enable timely loan closures.
• Generated management funding reports and collaborated with internal stakeholders and attorneys on loan documentation.
• Managed queries on Agreement of Sale and Sale Deed in coordination with the Legal Department; negotiated legal and policy loan components with customers, bankers and legal counsel.
• Served as first point of contact for management on client performance and financial status reviews; owned MIS reporting.

General Manager – CRM & MR (ISO) at M/s. Suvilas Properties Pvt Ltd (2012-05 – 2018-03)

• Headed CRM operations and coordinated with financial institutions to secure Private Equity funding for projects.
• Validated and approved allocation kit documents, including allotment letters, incidental letters, payment schedules and Sale Agreements.
• Coordinated bankers and clients on loan approvals and disbursements aligned to payment schedules.
• Designed and implemented process manuals, flowcharts, letters and standardized CRM documentation.
• Served as Management Representative for ISO 9001:2008 certification and coordinated CRISIL rating engagement.

Senior Manager – CRM & Corporate Affairs at M/s. Metrocorp Infrastructure Ltd. (2009-07 – 2012-04)

• Managed CRM and corporate affairs functions, strengthening post-sales customer engagement and compliance processes.

Manager – Marketing & CRM at M/s. Golden Gate Properties Pvt. Ltd. (2000-07 – 2009-06)

• Managed marketing and CRM operations, building early foundations in customer relationship and post-sales management.

Executive – Admin & HR at M/s. IBSA (1999-05 – 2000-06)

• Supported administration and HR operations, gaining foundational experience in organizational processes.

Bachelor of Arts in Industrial Relations, Economics, Sociology (IES) – St. Joseph's College