Head – CRM at ABS Townships Pvt. Ltd. (2022-04 – Present)
108-acre residential & commercial township, Tricity region — 500+ unit portfolio, team of 9
- Managed complete post-booking customer lifecycle — documentation, allotment, buyer agreements, demand notices, collections, possession and registry — for 500+ residential and commercial units
- Executed possession of 300+ units through coordinated planning with Project Management, achieving reduction in possession timelines and seamless handover to the Estate team
- Maintained and expanded APF panel — onboarded additional banks, ensuring wider home loan coverage and strengthening collections throughput across the portfolio
- Consistently achieved collection targets through structured demand management, payment plan enforcement and proactive banking coordination
- Reduced customer escalations through SLA-driven grievance frameworks, proactive communication and structured query resolution processes
- Generated referral and upsell revenue — converted existing customer satisfaction into new bookings and higher-configuration upgrades
- Developed and institutionalised booking-to-registry SOPs adopted across all projects
- Provided MIS-based inputs to management on customer feedback, portfolio health and process improvements
Chief Manager – CRM at Omaxe Limited (2021-06 – 2022-04)
1,000-acre mega township, Tricity region — 2,000 unit post-sales portfolio
- Managed post-sales CRM operations for 2,000 units — collections, servicing, documentation and grievance resolution
- Expanded APF panel by onboarding SBI and HDFC — improved home loan availability and collections support
- Strengthened collections through channel partner coordination and systematic demand follow-up
- Improved customer communication TATs and post-sales experience through process enhancements
General Manager – CRM & Operations at Ubber Buildtech Pvt. Ltd. (2015-08 – 2021-06)
4 projects — plotting, high-rise and independent floors — 1,000+ units, Tricity region
- Spearheaded APF empanelment from the ground up — independently onboarded all major banks, creating the home loan infrastructure that directly enabled customer financing
- Established RERA compliance framework from scratch across all 4 projects — built documentation processes, ensured regulatory filings and managed ongoing authority liaisoning
- Directed full-spectrum CRM, collections, possession and registry functions across all projects simultaneously
- Drove upselling and referral programmes generating incremental revenue from active customer base
- Implemented structured customer communication frameworks reducing response TATs and improving satisfaction
AGM – CRM at K. Soni Builders & Promoters Pvt. Ltd. (2013-07 – 2015-08)
Residential projects, Tricity region
- Managed end-to-end customer lifecycle — booking, agreement execution, demand management, collections, possession and registry
- Maintained high satisfaction through proactive grievance resolution and long-term customer relationship management
- Generated consistent referral leads through relationship cultivation with existing customers
Manager – CRM at Konark Rajhans Estates Pvt. Ltd. (2012-09 – 2013-06)
Residential projects, Tricity region
- Managed customer relations, booking documentation, demand management and collections
- Coordinated with banks for home loan processing, disbursement and registry readiness
Manager – Projects at Holtec Consulting Pvt. Ltd.
Cement plant commissioning, BOQ reviews, technical coordination and project MIS
Engineer – Technical Support & Customer Solutions at Gujarat Ambuja Cements Ltd.
Customer-facing technical engagement
