Deepak Tuteja

About Deepak Tuteja

Managing customer relationships and collections in high-value portfolios requires a blend of strategic insight, operational discipline, and a genuine focus on people. With over 16 years of experience across Real Estate, Banking, and Customer Services, I have built a career around optimizing customer satisfaction, revenue performance, and process effectiveness.In my current role as DGM – CRM & Collections at M3M India, I lead a 10-member team managing commercial projects across NCR. I focus on enhancing collection efficiency, refining customer engagement strategies, and ensuring that every interaction contributes to long-term client retention. Early results in my tenure include improved revenue realization and a notable reduction in customer complaints, achieved through precise analysis and targeted initiatives.Over the years, I have consistently worked on maximizing portfolio performance, elevating customer satisfaction, and fostering operational excellence. I have successfully handled residential and commercial projects, coordinated with banks and clients for timely processes, and maintained high Net Promoter Scores throughout the customer lifecycle. My approach combines analytical rigor, attention to process detail, and a focus on actionable results.Key HighlightsCollection & Portfolio Management: Managing high-value residential and commercial portfolios with effective tracking and recovery strategies.Customer Success & Retention: Designing approaches to reduce churn and enhance satisfaction across all touchpoints.Operational & Risk Management: Overseeing process compliance, risk mitigation, and payment monitoring.Team Leadership & Performance Oversight: Leading recruitment, training, and performance monitoring for teams of up to 15 members.Business Development & Revenue Growth: Identifying upselling and cross-selling opportunities within existing client portfolios.ProjectsLed customer service optimization for high-value projects at M3M India Ltd, resulting in improved collection efficiency by 15% within six months.Managed registration and possession of 680 apartments at Umang Realtors while redesigning parking layouts to maintain green areas and ensure owner satisfaction.CertificationsSix Sigma Green Belt, 2017Advanced Excel CertifiedIRDA CertifiedI focus on creating strategies and processes that balance customer experience with business outcomes, ensuring every engagement adds value for clients and organizations alike.

Experience

1. Deputy General Manager-crm

   M3M India Private Limited

   Apr 2025 — Present

   operations for large-scale residential portfolios, ensuring accurate revenue tracking, customer satisfaction, and smooth post-sales processes across ongoing projects. Focuses on strengthening systems that support business stability and customer trust.Manages collection performance, customer engagement, internal coordination, and documentation workflows, ensuring aligned communication between customers, banks, and internal teams. Drives structured follow-ups, timely updates, and resolution-oriented service to maintain operational consistency.Achievements- Improved collection efficiency through structured follow-ups and enhanced customer communication- Supported bank coordination for disbursement alignment across active portfolios- Reduced escalations by maintaining transparent and consistent customer interactions- Strengthened reporting accuracy for management review and revenue planning.

Education

• SMU

  Master of Business Administration (MBA), Marketing

  2008 — 2011

• Indian Institute of Management Ahmedabad

  Executive programe in Business Finance, Business Finance

• Delhi University

  B-Com, Commerce

  2005 — 2008