Nikhilesh Pandey
Customer Relationship Management Team Lead @Godrej Properties Limited
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WORK HISTORY
Customer Relationship Management Team Lead @Godrej Properties Limited
Bengaluru, IN
Project Portfolio: ₹1500+ Cr | Customer Base: Led: 6 Relationship Managers, 3 CRG MembersKey Responsibilities:> Spearheading end-to-end CRM operations for a large-scale residential project, managing the full customer lifecycle from booking to handover.> Forecasting and driving collections with strong focus on monthly and quarterly planning, achieving high efficiency through team reviews and structured follow-ups.> Leading resolution of customer escalations with a focus on timely response, root-cause correction, and retention.> Driving customer satisfaction through structured NPS surveys, feedback tracking, and service quality enhancement.> Coaching and upskilling Relationship Managers on customer communication, sales pitching, and objection handling.> Overseeing documentation and agreement registration processes, ensuring regulatory compliance and zero-error execution via CRG team.> Maximizing cross-sell opportunities through referral and loyalty programs, increasing repeat business and customer advocacy.> Collaborating across sales, legal, liaison, IT, and operations teams to plan and execute successful project launches and handovers.Key Achievements:> Collected ~₹400 Cr within six months post-launch through structured collection strategies.> Achieved and sustained 95%+ Fresh Dues Collection Efficiency.> Drove NPS to 85% through consistent customer experience initiatives.> Enabled Loyalty and Referral sales via strategic customer engagement events and on-ground activations.> Successfully led a project launch and supported 2 handovers with minimal deviation or escalation.
EDUCATION
Sri Sathya Sai Institute of Higher Learning
Master of Business Administration - MBA, Business Administration and Management, General
Saint Paul's Senior Secondary School, Katni, Madhya Pradesh
XII Standard, Business/Commerce, General
Sri Sathya Sai Institute of Higher Learning
Bachelor of Commerce (Honours), Business, Management, Marketing, and Related Support Services
ABOUT NIKHILESH PANDEY
I’m an MBA graduate from Sri Sathya Sai Institute of Higher Learning, passionate about exploring diverse facets of business—from Marketing to Consultancy—to sharpen my skills and build impactful careers. As a dedicated and adaptable individual, I thrive in dynamic workplace environments and embrace every opportunity to lead and communicate effectively.Currently, I’m excelling as a result-driven CRM Team Lead at Godrej Properties Limited, where I’ve spent the past 3 years spearheading ₹1500+ Cr residential real estate projects. My journey has been defined by delivering exceptional collection efficiency, ensuring outstanding customer satisfaction, and guiding cross-functional teams. Armed with expertise in customer lifecycle management, process optimization, data-led decision-making, and a string of awards for relationship management, collections, and project launches, I’m excited to take on new challenges and drive continued success.
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