Oct 2018 – Oct 2019 · 1 yr · Pune, Maharashtra, India

• Currently heading multiple departments incuding the Brand, Marketing, CRM, Collections, Pre Sales, Alternate Sales & Business Performance Verticals
• Responsible for managing and driving the teams to deliver results in line with the Organisations growth trajectory

May 2018 – Oct 2018 · 5 mos · Pune, Maharashtra, India

• Successfuly planned and launched 2 Projects back to back in a span of 2 weeks with over 2.5lac Sq ft sales and 300cr revenue..

Sep 2014 – Apr 2018 · 3 yrs 7 mos · Pune Area, India

• Head of Customer Centricity for Pune & Nagpur Regions
• Lead the CRM, Collections, Documentation, Snagging/De-Snagging, Handover & Facility Management Teams in successfully accomplishing their responsibilities.
• Ensuring timely Collections and Cash flow
• Post Sales Communication with all Customers
• Readiness of Properties for Possession
• Possession of Property
• Post Possession Support
• Forecasting & Long Term Planning
• Customer Satisfaction
• Achievements:
• Successful and Timely Handover of Godrej Horizon in Pune
• Successful and on time Handover of Tower F Godrej Anandam Nagpur
• Highest CSAT Scores with Pune and Nagpur being among the top 3 Regions in GPL
• Highest NPS Scores from Customers at time of Possession
• Highest Collection Efficiency pan India

Feb 2010 – Aug 2014 · 4 yrs 6 mos

• Citizen Handover
• Heading the Citizen Handover Team whose primary function is to provide possession to Lavasa Citizens. The Citizen Handover team ensures that the customer experience at time of taking possession is hassle free and all snags or queries are handled and resolved within pre-defined timelines. This dept will be the single point contact for Citizens, the Projects teams and the Snagging team to provide snag free properties and other infra to customers..
• Additionally it is also the responsibility of this dept to ensure that citizens get started in Lavasa with all basic necessities such as utility connections, GP registration ,etc..
• CCC
• The Citizen Contact Centre comprises of the 24X7 helpline (modelled on the 311 centres) is a non emergency call facility for all citizens to report queries complaints, grievances, ask for information/updates etc. This is also the official MSEDCL Billing and collection Centre.
• Citizens, can call, email, text or walk in to the CCC and meet the trained teams there to get their issues solved.
• The CCC is a single Window solution to all the needs of the LAVASA Citizen.
• E- Governance Operations
• Set up the E-Governance Operations for the City Management Services for Lavasa.
• Lease Management
• Assist Citizens in handling all their Lease and Property Management Solutions through a team of Vendors/ Specialists for this job.
• As Head of these teams it has been my responsibility to set up, manage the day to day operations, staffing, MIS and ensure quick and speedy resolution through the various teams to ensure Customer satisfaction..

Oct 2007 – Aug 2009 · 1 yr 10 mos

• Projects Handled include:
• Revenue Reconciliation
• Margin Analysis
• Inventory Reconciliation
• Virtual PA services
• Order Management
• Expense Management
• Job Responsibilities
• Day to Day operations of the Projects
• Client Interaction
• Escalations resolution
• Work with the Sales & Transition Teams to identify new business opportunity
• ISO & BT compliance
• SEZ compliance for movement to Hinjewadi SEZ Campus
• Achievements:
• 60% Revenue of BT BPO Pune was from My projects for FY 08-09
• Best Manager 2008 - 2009
• Handling the largest BT Project in TechM
• Successful Transition of 4 Projects
• Fastest Ramp up--50 associates(including Hiring/Pre-process/Process training) within 17 days

Mar 2007 – Aug 2007 · 5 mos

• The portfolio includes leading a team (20) in operations which is part of a large Travel Process & also working with the Business Development Team to procure additional Business.
• Managing, monitoring and improving on the day to day performance of the operations team while keeping in mind organization wide Goals on Service levels and CSAT which is key to the success of the operations.
• Additional responsibility of Business Development for the organization which is a direct client interface assignment for planning, execution & transition of new sub processes, and acquiring new clients.

Jan 2004 – Mar 2007 · 3 yrs 2 mos

• Team Stregth of 25 agents.
• Job Responsibilities include to motivate and enhance performance of the team.
• Send out daily Client reports and prepare internal reports.
• Forecasting of call volumes and rostering agents accordingly.
• Monitoring calls and coaching agents to improve quality and accuracy scores.
• Weekly and monthly feedback sharing with agents.
• Weekly and Monthly process reports to be shared with Management.
• Training new agents on the process and call answering skills.
• Administration work like sending out Time sheets for Salary, Attendance, incentives etc.
• Implementing and monitoring CSAT Scores fo rthe team
• No Attrition in my team for the last one year.