Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
Generic

Amarpreet Panesar

Mumbai

Summary

Customer Experience and Post-Sales Operations Leader with over 21 years of expertise in Real Estate and Telecom sectors. Specialist in collections strategy, handover and possession management at scale, client escalation resolution, SOP design, and cross-functional stakeholder engagement. Demonstrated success in achieving over 100% collection efficiency, mitigating disputes and litigation through proactive governance, and ensuring seamless customer journeys.

Overview

21
21
years of professional experience

Work History

Senior Manager – Customer Service, Site Lead

The Wadhwa Group
Mumbai
04.2022 - Current
  • Led site collections of ₹605 Cr with 101% efficiency in FY 2024–25 across three projects by executing strategic recovery initiatives and stronger discipline.
  • Delivered 1,400+ possessions in 2 years via meticulous planning, inter‑team coordination, and robust site operations.
  • Prevented potential litigation by resolving rotational/valet parking backlash and warm‑shell vs bare‑shell disputes through proactive stakeholder engagement and regulatory alignment in commercial projects - Epicenter and Gateway.
  • Improved project profitability by managing interest escalations and ensuring incremental revenue realization.
  • Personally led escalations to reinforce customer trust and smooth handovers, strengthening brand reputation.
  • Designed and rolled out SOPs for future booking management to improve operational consistency.
  • Prepared monthly collection projection reports for senior management for precise cash‑flow planning.
  • Built and published monthly/annual achievement dashboards for project and team performance.
  • Drove on‑ground customer/partner events and high‑profile engagements; collaborated in partner/lender review meetings.
  • Introduced productivity improvements across Sales and CRM teams to accelerate TAT and reduce rework.

Assistant Manager – Customer Service

Godrej Properties Ltd
Mumbai
04.2018 - 04.2022
  • Completed 200+ high‑profile possessions including Godrej Central & Godrej Prime.
  • 6th highest performer nationally in advance payment collections with ₹9.5 Cr (FY 2019–20).
  • Ranked 3rd in opening outstanding collections, Mumbai region (FY 2020–21).
  • Generated ₹10.83 Cr via unit resale by steering complex cancellation cases (Oct 2020 – Mar 2021).
  • GPL Legend Performer Award (2018).
  • Served as escalation Point‑of‑Contact; owned end‑to‑end closure of customer issues across Finance, Registration, IT, Taxation, and FM.
  • Strengthened loyalty and referral sales in partnership with the Sales function through timely issue resolution and engagement.
  • Co‑led customer engagement events to deepen relationships and improve advocacy.
  • Member, Customer Advisory Board under the Chief Customer Officer.
  • Maintained SAP modules, trackers, and complete customer histories for smooth downstream operations.

Associate Manager – Customer Service

Macrotech Developers (Lodha Group)
Mumbai
05.2015 - 04.2018
  • Managed customer queries, escalations, and registrations across marquee launches including Amara (Code name Big Bang), Riverside (Palava), Golden Tomorrow, and Central Park.
  • Handled manager‑level escalation mailbox; streamlined resolution pathways with cross‑functional teams.

Analyst – NPS Campaign; Quality Coach/Auditor

Tech Mahindra Business Services
Mumbai
03.2007 - 05.2015
  • Drove NPS analytics, root‑cause analysis for repeat contacts, and insights for service/process improvement; reported to Management and Dublin HO.
  • Coached advisors to improve CSAT and First Call Resolution; developed troubleshooters for smartphones and mobile broadband.
  • Conducted comprehensive quality briefings, ensuring that the team remained up- to-date with process updates and best practices.
  • Assisted and guided advisors in delivering exceptional customer satisfaction (C- Sat) and achieving first call resolution targets.
  • Performed audits of the Back Office department to maintain adherence to quality standards and compliance requirements.
  • Collaborated with the process and change team in Dublin, actively participating in revisiting and refining the Help & Support section of Three's website.

Customer Support Representative

ICICI Firstsource Ltd.
Mumbai
08.2004 - 03.2007
  • Provided customer assistance for Lloyds TSB (UK) across a range of banking queries with consistent SLA adherence.

Education

Bachelor of Arts (B.A) -

Mumbai University
01-2003

Higher Secondary Certificate (H.S.C) -

Mumbai University
01-2000

Skills

  • Collections strategy
  • Possession and handover management
  • Customer escalation management
  • Process design and SOPs
  • Performance dashboards
  • Cash flow projections
  • SAP and CRM tools
  • Microsoft Excel
  • Presentation skills

Languages

  • English
  • Hindi
  • Marathi
  • Punjabi

Interests

Music, numismatics, and philately

Timeline

Senior Manager – Customer Service, Site Lead

The Wadhwa Group
04.2022 - Current

Assistant Manager – Customer Service

Godrej Properties Ltd
04.2018 - 04.2022

Associate Manager – Customer Service

Macrotech Developers (Lodha Group)
05.2015 - 04.2018

Analyst – NPS Campaign; Quality Coach/Auditor

Tech Mahindra Business Services
03.2007 - 05.2015

Customer Support Representative

ICICI Firstsource Ltd.
08.2004 - 03.2007

Bachelor of Arts (B.A) -

Mumbai University

Higher Secondary Certificate (H.S.C) -

Mumbai University

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Amarpreet Panesar