May 2013 – Apr 2025 · 11 yrs 11 mos · Gurgaon, India

• Planning & executing customer life cycle management therapies, to arrest churn levels of customers; designing customer segmentation approach, and effectuating different strategies for different segments of the customers
• Ensuring compliance to verification & documentation processes/policies and error-free service provisioning & activation
• Spearheading gamut of operations entailing projects (both front & back-end) in respect to Sales Accounting, Documentation, Collections & Customer Management
• Getting the reporting system in place and devising the mechanism to have robust controls
• Steering end-to-end process entailing receipt of booking till handing over the possession post registration of the property
• Liaising with the MD / Marketing for rate approvals
• Coordinating with Projects & Accounts Team for processing of Demand Notices and other service requests
• Verifying rates for respective booking as per the deal offered & authentication of same for buyer agreement execution
• Reviewing & interpreting the market trends/ client feedback as per requirements

Oct 2011 – Dec 2012 · 1 yr 2 mos · Ghaziabad U. P. INDIA

• Played important role in setting up the process for CRM for new township being developed in Zirakpur, Punjab (Capital City Chandigarh)
• Primary responsible for overall smooth operations of Projects (both front & back end) in respect to Sales Accounting, Documentation ,Collections & Customer Handling
• Consolidated the status , establishing the backlog and accomplishment of same
• Getting the reporting system in place and devising the mechanism to have robust controls
• Responsible for the smooth running of a streamlined back-end process for all customer records & documentation related to the commercial projects in close coordination with Marketing department
• End to End process responsibility, i.e. from receipt of booking till handing over the possession post registration of the property
• Change management and exploring the opportunities for new ERP implementation
• Software: I-build

Feb 2011 – Sep 2011 · 7 mos · Gurgaon, India

• Primary responsible for overall smooth operations of Commercial Projects
• Consolidated the status , establishing the backlog and accomplishment of same
• Getting the reporting system in place and devising the mechanism to have robust controls
• Proposed and trying to implement the gross BSP rate mechanism effecting variable discounts prevailing/ being offered in commercial units
• Responsible for the smooth running of a streamlined back-end process for all customer records & documentation related to the commercial projects in close coordination with Marketing department.
• Coordination with the Director / Marketing for approvals related to Customer adjustments/ Discount/ variable-specific plans being offered to underwriters
• Getting the exceptions implemented in system and devising requisite controls along with processing of Demand Notices and formulating the basic processed for customer handling/interaction/allotment/transfers
• To ensure that we go beyond our customer expectation and all queries responded as per defined time frames , further escalations if any get addressed
• Strategizing policies & procedures to ascertain the customer needs
• Software: Oracle

Oct 2008 – Jan 2011 · 2 yrs 3 mos · New Delhi Area, India

• New Delhi.
• Key Responsibilities:
• Proficient in managing & leading teams for running successful operations & experience of both framing and implementing procedures, service standards for business excellence.
• Responsible for the smooth running of a streamlined back-end process for all customer records & documentation related to the Group Housing Projects in coordination with Marketing department, projects department and teams at the Site office.
• Controlling /Handling / Recording of all respective bookings received for all New & Current Projects.
• Coordination with the CMD / Marketing for approvals related to Customer Refunds/ adjustments
• Coordination with Accounts department for processing of Demand Notices and other service requests.
• Verification of Rates for respective booking as per the deal offered & authentication of same for Flat Buyer Agreement execution
• Ensuring customer satisfaction by achieving delivery of service quality norms.
• Strategizing policies & procedures to ascertain the customer needs.
• Reviewing & interpreting the market trends/ client feedback as per requirements.

Feb 2007 – Sep 2008 · 1 yr 7 mos

• Key Responsibilities:
• Handling 4 teams (Accounts Payable, Vendor Maintenance, Financial Analysis & Globe Advertisement Billing) for a US based Media Client, including a team of 23 Associates and 3 team leads for F&A Processes in the Infosys Financial Information Centre based in Jaipur
• Have been part of SLA negotiations/ sign-off, managed offshore training, parallel run & stabilized the processes
• Ensuring that service level Agreements are met. Holding Operations review meetings with customers.
• Downloading learning's, Providing Timely Feedback and encouraging team initiatives
• Handling customer conference calls and escalations. Monitoring compliance of various key performance indicators.
• Lead, initiate and undertake process and quality improvements/transformations
• Managing job allocations, rotations & creating backups.
• Configuration Controller for the engagement comprising of 21 processes. Which includes managing legal compliances, self assessment & document repository (comprising of all requisite documents )

Dec 2003 – Apr 2005 · 1 yr 4 mos

• Sales Compensation Administration
• Key Responsibilities:
• Accomplished SOL ID for sales compensation for Sweden & Italy (on Site).
• Responsible for Transition & Process migration from U.S. comprising 08 FTEs and three sub-teams i.e. Deal Analysis, Balance & Roll-ups and manual compensation.
• Handled a team of 11 Associates for the Sales Compensation Administration process in the Global Financial Information Centre based in Bangalore.
• Ensuring that service level Agreements are met. Holding Operations review meetings with customers.
• Downloading learning's, Providing Timely Feedback and encouraging team initiatives
• Handling customer conference calls and escalations. Monitoring compliance of various key performance indicators.
• Lead, initiate and undertake process and quality improvements.
• Managing job allocations, rotations & creating backups.

May 2003 – Nov 2003 · 6 mos

• Business Process Expert - General Accounting
• Key Responsibilities:
• Supporting the General Accounting - General Ledger team for all Geo - graphics Asia Pacific, Europe and Americas.
• Handling month end close of the Intra company Ledger for Agilent worldwide operations
• Approving financial Transactions.
• Uploading data from Legacy Systems onto Oracle and reconciling the same.
• Maintaining customer relationships
• Updation of the Desk Instructions.

Nov 2000 – May 2003 · 2 yrs 6 mos

• Key Responsibilities:
• Worked with Global Remittance Team in Cash Accounting function
• Migrated end of day accounting process (Chicago Lock Box), which involved an on job Training for 2 months in Chicago.
• Process Documentation And Defining CTQ's
• Card Member Debits / Credits / Refunds.
• Emergency Cheque Encashing.
• Query Handling for Asia Pacific Region (both ECC & Remittance).
• Coordinator for business Continuity Planning (Crisis Mgmt.) for Global Remittance Team.
• Identification of Critical to Quality / Control items.
• Involvement in Automation of Processes.

Nov 1995 – Nov 2000 · 5 yrs

• Finance & Accounts
• Key Responsibilities:
• Budget Analysis / MIS Reporting for Branches Across India
• Reconciliation of Sale / Purchase / Debtors / Creditors / Airlines / Bank, Inter Branch & Inter Company Reconciliation's.
• Maintenance of effective co-ordination between Branch & H.