ANKITA OBEROI

E-Commerce Customer Service & Operations

• Collaborated with cross-functional teams (sales, marketing, operations, and customer service) to identify service gaps and implement improvements, boosting overall organizational performance.
• Maintained detailed records of customer interactions in CRM systems, tracking trends and identifying process improvement opportunities.
• Developed personalized customer solutions, fostering long-term relationships and driving brand loyalty.
• Resolved queries via chatbots and managed PMR case resolutions, improving response times and customer satisfaction.
• Processed refunds in compliance with company policies, ensuring accuracy and maintaining financial integrity.
• Conducted daily website hygiene checks, ensuring all links, product pages, and visuals were accurate and functional.
• Managed product listings, cataloging, and discount updates, enhancing product visibility and optimizing customer experience.
• Handled Shopify and Logic software integration to streamline omnichannel retail operations.
• Created and maintained special SMU (Special Market Unit) product categories, improving discoverability and increasing sales.
• Oversaw inventory management processes, ensuring timely replenishment and accurate stock levels.
• Coordinated product samples for style photo shoots to support marketing and merchandising initiatives.
• Generated and analyzed weekly sales reports to identify top-performing items and guide merchandising strategies.
• Monitored daily sales performance, strategizing actionable methods to maximize revenue.
• Managed push notifications for promotions, new arrivals, and updates, driving customer engagement and repeat sales.
• Conducted reporting and analysis to track business trends and provide data-driven recommendations for growth.

• Accurately documented customer queries from booking to registry in CRM, ERP, and SAP software, ensuring a high level of customer satisfaction.
• Handled management escalations, critical, and legal cases by conducting thorough case studies from start to end, providing amicable resolutions to HNI/NRI customers.
• Coordinated with finance, project, and facilities departments to address customer-related issues across various projects.
• Created a safe, healthy, and positive working environment for all associates.
• Achieved all Key Performance Indicators on the Plant Scorecard for the aforementioned areas.
• Monitored daily sales login to ensure accurate and up-to-date sales data.
• Provided updated information for future projects along with pre-booking cheques.
• Coordinated with finance, project, and facilities departments to address customer-related issues across various projects.
• Responsible for collections of outstanding dues from high net worth customers.

• Manage and nurture relationships with over 150 high-value clients, ensuring their needs are met and expectations exceeded.
• Implement and oversee customer loyalty programs, resulting in a 20% increase in client retention over three years.
• Collaborate with sales and marketing teams to develop strategies for attracting and retaining clients, contributing to a 15% growth in sales.
• Resolve complex customer complaints and issues efficiently, maintaining a customer satisfaction rate of 95%.
• Assist customers with all bank loan-related queries and documentation, ensuring a smooth and hassle-free experience.
• Coordinate with financial institutions to facilitate seamless loan processing for clients.
• Conduct market research to stay informed on industry trends and client preferences, providing valuable insights to the development team.
• Coordinate with finance, project, and facilities departments to address customer-related issues across different projects.
• Managed high call volumes with exceptional time management and multitasking skills
• Improved customer satisfaction by promptly addressing inquiries and resolving issues

• Taking care of customer queries related to project and their payment
• Coordinating, Correspondence and Information given with Customers as well broker related to Company project.
• Taking care of Customer bookings, Payments, Change ownership account application, unit change, unit cancellation process and making cheques bouncing report for reconcile with Account team.
• Prepare welcome letters, allotment letters, Builder Buyer Agreement and Receipts.
• Working on 4QT software & Co-ordinate with their team members for implementation
• Maintaining the payment status of customer by realizations of payments, Builder Buyer Agreements, generating.
• Receipts & account statements.
• Meeting with customers and solve their problem.
• Coordinate with internal as well as external staff.

• Provided exceptional customer service to clients throughout the home buying process, from initial inquiry to post-sale support.
• Assisted in developing marketing materials and promotional campaigns to attract potential buyers.
• Conducted property tours and presentations, effectively highlighting features and benefits to prospective clients.
• Collaborated with the sales team to achieve monthly and quarterly sales targets.
• Maintained comprehensive customer records, ensuring data accuracy and confidentiality.

• Handling Possessions and dues sheets.
• Handling Real Estate Projects like Rudra, Aqua casa, Key Responsibilities Sunworld City etc.
• Preparing & maintaining all the essential documents such as Maintenance & Services Agreement, Possession Papers, No Dues Certificate, Registry and Attending complaints of the clients and forwarding the same to the Maintenance Department.
• Handling all financial terms like filling forms, collecting & checking booking documents, submitting to sales team, getting CRM entry for further process & entertain customers till the time of Possession.
• Handling all the 7 franchise backhand process.