In4Velocity - ERP
Brishti Samanta
Assistant General Manager With 12+ Year Expertise In CRM And Customer Experience Enhancement
Pune
Summary
Dynamic and results-driven Assistant General Manager with extensive experience in Customer Relationship Management (CRM). Proven track record in developing and implementing CRM strategies to drive customer retention and enhance the customer experience. Skilled in leveraging data-driven insights to understand customer behavior and needs. Adept at leading cross-functional teams and managing multiple projects simultaneously. Committed to improving business operations and achieving customer service excellence.
Overview
12
12
years of professional experience
Work History
Assistant General Manager
Justo Realfintech Pvt Ltd
Pune
12.2020 - 09.2023
- Directed 7-8-person team of customer service personnel while helping front-line team members work effectively with over 200 daily customers in different client engagements to deliver financial, CRM, customer contract management, obligations and payments collection, banking and timely documentation.
- Responsibility for delivering end-to-end CRM and contract management services to the enterprise real estate projects having 1500 + clients.
- Responsible for resolution of complex customer issues with time-sensitive measures, consulting the experts, collaborating with inter departmental leaders, negotiating and documenting settlements.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Generate and review management reports and presenting to department leaders.
- Leveraged Business intelligent, Analytics and MS office tools, Advance Excel, Pivot tables, etc. for analytics, MIS reports, transaction review and periodically conduct process reviews to identify gaps in processes and thus create excellent customer experience in multiple client engagements simultaneously.
CRM – Sr. Executive
Mantra Properties & Development Pvt Ltd
Pune
03.2019 - 02.2020
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Liaised between customers and organization with particular focus on working with sales department.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Maintained statistical database of customers using In4velocity - ERP for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
Customer Relationship Manager
Kasturi Housing Pvt Ltd
Pune
05.2017 - 10.2018
- Start to end transactions in SAP CRM processes from customer contracts to possession and delivery to customers including payment collection, snagging, MIS reporting to management.
Sr. Sales Executive & Customer Relationship Manage
Vision Realtors
Pune
05.2011 - 05.2017
- Sales and customer relationship throughout construction period including customer agreements, payment collection till possession for commercial and residential units.
Education
PGDM - Digital Marketing & Communication - Digital Marketing & Communication
MICA | The School of Ideas
India 04.2020 - 2021.05
Bachelor of Commerce - Business And Managerial Economics
Amravati University
India 05.2008 - 2011.10
Skills
Database administration
Software
SAP Real Estate & Property Management Software
Microsoft Power BI
Microsoft Office Suite
Justoverse
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Assistant General Manager
Justo Realfintech Pvt Ltd
12.2020 - 09.2023
PGDM - Digital Marketing & Communication - Digital Marketing & Communication
MICA | The School of Ideas
04.2020 - 2021.05
CRM – Sr. Executive
Mantra Properties & Development Pvt Ltd
03.2019 - 02.2020
Customer Relationship Manager
Kasturi Housing Pvt Ltd
05.2017 - 10.2018
Sr. Sales Executive & Customer Relationship Manage
Vision Realtors
05.2011 - 05.2017
Bachelor of Commerce - Business And Managerial Economics
Amravati University
05.2008 - 2011.10
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