Apr 2023 – Mar 2024 · 11 mos · Faridabad, Haryana, India · On-site

• BPTP Limited is a well-established real estate development company based in India, primarily focused on the National Capital Region (NCR). Founded in 1996, BPTP has made a significant mark in residential, commercial, and retail real estate sectors. BPTP's portfolio includes a range of developments, from luxury apartments to affordable housing, catering to diverse customer needs. With a commitment to delivering value and enhancing urban lifestyles, BPTP continues to play a key role in shaping the real estate landscape in the NCR region.
• ▪ Spearheaded CRM transformation aligning with RERA standards across the customer journey -
• from Allotment to Physical handover.
• ▪ Successfully managed Customer Experience for a diverse portfolio of 30+ projects (₹8,000
• crore, 2,500 acres) in Greater Faridabad, ensuring a client-centric approach across all project
• lifecycles.
• ▪ Implemented targeted CRM initiatives to enhance engagement with over 7,500 customers,
• fostering strong relationships and improving satisfaction.
• ▪ Enhanced inter-departmental coordination by instituting regular meetings with department
• heads, fostering better communication and collaboration.
• ▪ Introduced proactive customer outreach initiatives, helping resolve potential issues before they
• became complaints, and reducing churn by 15%.
• ▪ Continuously monitored project performance metrics to identify areas for improvement in
• customer service delivery, leading to enhanced customer retention and loyalty.
• ▪ Enhanced CRM reporting and performance tracking to aid strategic business decisions.

Dec 2017 – Apr 2023 · 5 yrs 4 mos · Chandigarh Area, India

• DLF Ltd. (Delhi Land & Finance Limited) is one of India's largest real estate developers, founded in 1946. The company is headquartered in Gurugram, Haryana, and has played a significant role in shaping urban landscapes across major Indian cities. DLF focuses on residential, commercial, and retail properties, and is known for its commitment to quality and sustainability. The company's total assets have been valued at 7.2 billion USD and has developed numerous iconic projects, contributing to its reputation as a leader in the real estate sector.
• ▪ Led CRM initiatives for DLF’s residential projects, enhancing customer relations and driving
• collections from ₹4 Cr to ₹150 Cr.
• ▪ Streamlined interdepartmental processes (sales, legal, accounts) to reduce turnaround time for
• customer inquiries from allotment to registry.
• ▪ Developed and presented MIS reports and performance insights to top management, aiding
• strategic decision-making.
• ▪ Acted as the primary liaison for internal and external stakeholders, fostering strong relationships
• and ensuring exceptional customer service.
• ▪ Mentored team members on effective communication and soft skills, improving overall
• customer satisfaction and productivity.
• ▪ Implemented a legal settlements policy, reducing legal cases by over 70%.

Jun 2014 – Nov 2017 · 3 yrs 5 mos · Chandigarh Area, India

• Visionaire an e4Site Company, is a Southern California based, full-service custom technology solution provider. Visionaire delivers technical solutions to business problems and operates in between business and technology.
• As VP Operations and Sales, I have been spearheading the end-to-end operations of multiple Hi-Tech Support Centers comprising of 500 strong workforces while handling more than 50,000 transactions every month generating more than $1 million.
• My job profile included (but not limited to) the following:
• ▪ Managed customer support and sales operations, overseeing P&L for a comprehensive tech
• support and sales program.
• ▪ Provided tech support for Windows/Mac OS, software applications, peripherals, and networking
• for customers in the US, Canada, UK, and Australia.
• ▪ Led all departments, including Sales, Support, Quality, Billing, IT, and HR, while spearheading
• organizational restructuring and process re-engineering.
• ▪ Implemented strategies that drove annual revenue from $120,000 to over $12 million,
• maintaining customer satisfaction above 95% and a resolve rate of 98%, with outflow under
• 5.5%.

Mar 2012 – Jun 2014 · 2 yrs 3 mos · Bangalore, India

• Infinite Computer Solutions. Infinite Computer Solutions Ltd. is an Indian multinational technology company headquartered in Bangalore, India. The company was founded in 1999 by Mr. Sanjay Govil and is listed on the Bombay Stock Exchange and the National Stock Exchange of India.
• Clients: iYogi Technical Services Pvt. Ltd. & Novatel Wireless Inc.
• US Tech Sales and Support (iYogi Technical Services & Novatel Wireless USA)
• ▪ Achieved annual revenue exceeding $2 million through strategic up-selling/cross-selling
• initiatives while serving a customer base of 2.5 million users
• ▪ Maintained exceptional service quality metrics: 92% Customer Satisfaction (CSAT), 70% First
• Call Resolution (FCR), and average handling time of less than 58 minutes
• ▪ Served as Customer Retention Manager across multiple organizations, effectively controlling
• revenue outflows and consistently keeping refunds below 5%
• ▪ Established and scaled Level 2 technical support program for MiFi products, successfully
• expanding team operations from 10 members to 50 FTEs
• ▪ Implemented comprehensive ITIL V3-based framework including incident management,
• problem management, and change management processes
• ▪ Drove significant operational improvements: enhanced call handling efficiency from 60% to 85%
• and ensured 100% follow-up completion on voicemails and emails
• ▪ Introduced Net Promoter Score (NPS) measurement system and developed comprehensive
• Standard Operating Procedures (SOPs) and knowledge base infrastructure.

Apr 2011 – Sep 2011 · 5 mos · Chennai

• iOPEX Technologies, a niche Start up founded in 2009, is a new-generation Digital services provider offering optimized Digital Engineering, Operations and Studio services. Having presence in 6 countries (including India), the company has achieved many milestones since its inception and growing rapidly.
• Clients: Support First USA & Virgin Media UK
• ▪ Established global tech support centre for domestic and overseas markets (B2B/B2C) with
• teams of 50-100 technicians focused on technical sales, troubleshooting OS, software,
• networking, and peripherals.
• ▪ Launched specialized Tier 2 tech support operations for major telecommunications providers
• including Virgin Media's broadband and smartphone services.
• ▪ Developed comprehensive Standard Operating Procedures (SOPs) for voice, email, and chat
• functions, as well as quality of service and knowledge base systems.
• ▪ Collaborated with development teams to implement robust CRM systems and successfully
• transitioned teams to production environments.
• ▪ Oversaw comprehensive transitions of people, processes, technology, and training programs
• across multiple regions.
• ▪ Reduced Average Handle Time (AHT) from 35 minutes to 20 minutes while maintaining 99% first
• call resolution rate.
• ▪ Achieved exceptional customer satisfaction with 85% NPS for broadband support (target 45%)
• and 75% for smartphone support (target 35%) within five weeks of implementation.

Aug 2008 – Mar 2011 · 2 yrs 7 mos · Chandigarh, Chandigarh, India

• ▪ Led and managed Dell on Call, a high-revenue Tier 3 troubleshooting process for all Dell
• products, including laptops, desktops, and printers.
• ▪ Launched the process with a team of 25, scaling to 120 members and generating over
• $400,000 in monthly revenue.
• ▪ Established SOPs and a follow-up process, achieving over 95% resolution rate, 75% customer
• experience score, and under 4% churn while exceeding revenue targets.
• ▪ Provided guidance on customer support needs, follow-ups, escalations, and performance
• optimization.
• ▪ Analysed reports for root cause analysis (RCA) and implemented corrective and preventive
• actions (CAPA).
• ▪ Managed attrition and developed strategies to enhance retention, while identifying and
• implementing best practices across teams.
• ▪ Conducted appraisals, created development plans, and identified training needs for the team.
• ▪ Acted as ZEE Manager to control executive escalations as part of the Zero Executive Escalation
• initiative.

Apr 2005 – Aug 2008 · 3 yrs 4 mos · Noida, Uttar Pradesh, India

• ▪ Provided Level 2 tech support, analysing problems to enhance customer experience.
• ▪ Promoted to Team Leader within six months through fast-track growth.
• ▪ Managed multiple groups (nesting, transitioning, split shift) with a team of 25 agents.
• ▪ Focused on performance management, productivity, shrinkage, attrition, and appraisals.
• ▪ Conducted regular quality monitoring, coaching, and 1o1 sessions for team development.
• ▪ Represented the Noida site in weekly calibration sessions with the client.
• ▪ Served as ID Management SPOC to ensure agents had access to all necessary tools.
• ▪ Led the AHT intervention drive, reducing average handling time from 20 to 18 minutes, earning
• a special bonus from the client.

Mar 2004 – Mar 2005 · 1 yr · Gurugram, Haryana, India

• ▪ Troubleshot AT&T dial-up, broadband, and wireless router issues on Windows and Mac OS
• ▪ Consistently achieved over 90% CSAT, 80% SOCC, and maintained AHT under 15 minutes.
• ▪ Elite member of the Apple Mac Team, providing floor support as an interim SME
• ▪ Served as Process Coordinator for the Save Desk and generated MIS reports to analysis
• customer trends.

Mar 2002 – Apr 2004 · 2 yrs 1 mo · New Delhi Area, India

• Managed sales and telemarketing campaigns for telecom/ISP, credit cards, and travel vouchers.
• ▪ Worked with premium clients like Comcast and Capital One, providing product information and
• promotions.
• ▪ Achieved sales targets through effective cold calling and maintained a 100% follow-up rate with
• an 85% touch rate.

Apr 1996 – Feb 2002 · 5 yrs 10 mos · Rajpura, Punjab

• ▪ Provided computer education and study abroad consulting for 350-400 students.
• ▪ Managed all branch activities, including recruitment, marketing, faculty, and student
• placements.
• ▪ Introduced recognized distance learning IT degree programs and maintained an excellent
• placement record with local industries.
• ▪ Facilitated student recruitment for top universities in France, Germany, and Australia.