Anshul K. Bajpai
Senior Manager | Customer Centricity
Flat No 2107, Bldg 17, Regency Anantam, Dombivli (E), Thane
Summary
Versatile Senior Manager specializing in Customer Centricity and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
16
16
years of professional experience
1
1
Language
Work History
Senior Manager, Customer Centricity
Birla Estates
Mumbai
02.2019 - Current
- Joined the organization as Manager in 2019 and got promoted to Sr. Manager in 2023
- Managing a team comprising of Relationship Managers and Backoffice at Birla Niyaara, Worli
- Prior to Birla Niyaara at Worli, handled Birla Vanya project at Kalyan
- Manage timely onboarding of customers, followed by the registration. Ensure to provide customers with a registration experience that stands out from others.
- Track construction progress for appropriate billing and help the project achieve targets and ensure a 95% + collection efficiency.
- Provide justifications on the Audit Reports and implement corrective steps to fill any process gap.
- Handling customer escalations and liaise with Senior Management to provide a solution for customer's query/concern.
- Track customer's emails through ticketing system in C4C. Objective is to fast-track the responses and provide resolution.
- Managing customer events and activities to make sure there is customer engagement in regular intervals and help Relationship Managers collect customer's feedback. This is also an opportunity to seek referrals from our existing customers.
- Scrutinise various documents like agreements, NOCs, tri-partite agreements, and deeds before they are sent to the authorised signatory for signing.
- I have been involved in designing various letters like demands, receipts, reminders, cancellation letters, etc. Further, we have also developed certain reports with the help of the IT team to ensure better efficiency.
- Managing Cancellation requests as well and closely working with the Management to retain the same.
- Part of SAP core team to implement new tasks, reports in the system and also to bring improvement in the existing ones.
- Part of company's core brainstorming team to help with ideas during new project/phase launch.
- Have been actively involved in customer app development and enhancement. Have taken measures to ensure maximum penetration across customer base.
- Publish various reports to Senior Management on daily, weekly and monthly basis. Presenting project's weekly review as well.
- Have taken certain initiatives to elevate customer experience at PAN india level.
Manager
Runwal Group
01.2016 - 01.2019
- Joined the organization as Asst. Manager in 2016 and got promoted to Manager in 2018
- Managed Relationship Managers at Runwal Forests, Kanjurmarg, Mumbai
- Scrutinize agreement, NOC and other TPA’s generated by the team members prior to sign off by the authorized signatories
- Drive loyalty program by regular callings, messages and emails across customer base to yield referral/loyalty bookings
- Streamlined demand letter and various other documents for the project to ensure ease of understanding and convenience for the customer
- Track construction progress for appropriate billing and help the team and other projects achieve collection target
- Conduct process audits of the team
- Manage escalations and highlight the issues to the stake holders and relevant team for action
- Conducting regular reviews of the team members to dip check the performance and gauze projections
- Understand the challenge/s faced by the team members and arrive at solutions to be implemented for driving the performance
- Publish data to the General Manager of the achievements and challenges faced along with recommendations to resolve the same.
Assistant Manager
Lodha Group of Companies
06.2014 - 01.2016
- Managed post booking CRM activities including customer queries/concerns/escalation
- Took initiatives like loyalty booking and drive collection.
- Managed escalations received within the project and for other projects as well.
- Process Improvements & continuous co-ordination with the central team for Operational issues like system enhancements, payment appropriation
- Ensured timely closure of complaints received from Legal, social media and other department
- Managed and also assisted other team members with possession activity and publish necessary reports to the senior management.
Senior Executive – Backend
Tech Mahindra BPO PVT LTD
11.2007 - 05.2014
- Managed customer's payment posting related affairs which involved consistent co-ordination with clients and banks
- Handled customer's cancellation/retention along with delivery process of their mobile handsets and data
- Modem
- Handled training batches that achieved a rating of 4.5 out of 5 at the graduation stage
- Worked on a project which significantly curbed revenue loss of apprx 2000-2500 Euros
- Worked on a project which helped us reduce delivery timelines of mobiles, sim cards and data modem in a tremendous way resulting into improved customer service
- Received best employee and team awards on multiple occasions.
05.2010 - 08.2010
- Was part of back-end team at Tech Mahindra Business Processing Unit
- We were outsourced partner for 3 Global Services to take new orders of Mobile and Broadband devices along with service deliverables
- Had run a project wherein we clubbed certain shipments and amended our pattern of deliveries to save on courier cost
- This project had saved us approx 2000 EUROS every month
- Got the award of “The Best Stellar Team” in yearly R&R and there was a special mention of this initiative.
Executive
WNS Global Services PVT LTD
10.2007 - 10.2008
- Handle customer's payment related issues
- Tracking Consignment delivery and keeping customers updated
- Regular follow up with courier company to ensure smooth delivery of consignments
- Handled OJT batches
- Suggested multiple process improvement plans and processes to enhance customer experience and delight
- Received certificates of Appreciation for outstanding performance
- Name: Be Responsible, Go Green
Education
BA - English
Indira Gandhi National Open University
New, DelhiHSC - undefined
B.N.S.D Inter College
SSC - undefined
St Francis Xavier High School
Skills
Lateral Thinking
Out-of-the-box thinking and Artistic Creativity
People Management
Problem Solving and Analytical Mind
Microsoft office excel/word/power point
Presentation Skills
Good Communication Skills
Photography, Poetry and Digital Painting
- Photography: Passionate photographer with a keen eye for detail and aesthetics. Proficient in capturing and editing high-quality images to convey messages effectively. Strong understanding of composition and lighting techniques.
- Poetry: A learning writer who believes in the power of words and usually writes about life and experiences and an avid reader as well.
- Digital Painting: An amateur digital painter, painting the most loved things seen by eyes on digital canvas
Additional Information
Married and a proud father of a 5 years old girl
Timeline
Senior Manager, Customer Centricity
Birla Estates
02.2019 - Current
Manager
Runwal Group
01.2016 - 01.2019
Assistant Manager
Lodha Group of Companies
06.2014 - 01.2016
05.2010 - 08.2010
Senior Executive – Backend
Tech Mahindra BPO PVT LTD
11.2007 - 05.2014
Executive
WNS Global Services PVT LTD
10.2007 - 10.2008
BA - English
Indira Gandhi National Open University
HSC - undefined
B.N.S.D Inter College
SSC - undefined
St Francis Xavier High School