Hem P
Senior Manager - Grievance Officer | CRM & Customer Experience Strategist | Expert in Process Automation, Policy Initiation & Training | Enhancing Efficiency in CRM, Sales, Collections & Facility Management
- Role
- Senior Manager - Customer Experience and Success at Sunteck Realty Ltd
- Location
- Thane, MH, IN
- LinkedIn followers
- 500 followers
About Hem P
As a Senior Customer Experience & Success Manager at Sunteck Realty Ltd, I am passionate…
Experience
Senior Manager - Customer Experience and Success
Nov 2021 — Present · Mumbai, IN
Overseeing Sales and Post Sales Activities: Orchestrated sales and post-sales activities, ensuring seamless transition from onboarding to possession phase for customers- Customer Hand-Holding: Provided personalized support to clients throughout their journey, addressing queries and concerns promptly- Registration Management: Ensured timely registration of units, facilitating smooth documentation processes-Bank Disbursement Facilitation: Coordinated with bankers to expedite disbursement processes, ensuring timely fund availability- Collection Target Setting and Monitoring: Established collection targets in collaboration with team leaders and monitored their achievement- MIS Maintenance: Maintained comprehensive Management Information System (MIS) for CRM activities, facilitating data-driven decision-making- Interdepartmental Liaison: Fostered collaboration with Sales, Marketing, Legal, Projects, and Facility & Hospitality Management teams to align business objectives- Weekly Performance Reviews: Conducted weekly performance reviews with top management, providing insights and recommendations for improvement- Channel Partner Helpdesk: Ensuring that the CP invoices are processed. Ensuring that the CP is updated about the customer’s journey till the brokerage is released- Facility Management: Overseeing the post-possession complaints for all projects which are within the warranty period and ensuring that the issues are addressed in a timely manner.
Education
Monad University
Bachelor’s Degree
2011 — 2013
Skills
- Team Leadership
- Business Analysis
- Customer Satisfaction
- Training
- Presentation Skills
- Credit Cards
- Customer Service
- Training & Development
- Banking
- Team Management
- Leadership
- Content Management
- Process Excellence
- Floor Management
- Quality Management
- Bpo
- Attrition Reduction
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