Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Deepanshu Taneja

Gurgaon

Summary

Customer service professional with over 12 years of experience in customer relations within residential and commercial real estate. Demonstrated expertise in CRM management and data analysis, leading to increased customer satisfaction and loyalty. Proven ability to implement communication strategies that drive business growth and enhance customer experience. Skilled in strategic planning, team leadership, and operational improvement, with a focus on productivity and efficient task completion.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Assistant General Manager – CRM

Smartworld Developers
Gurgaon
06.2025 - Current
  • Led Channel Partner Care operations for Smartworld and Trump Gurgaon projects, ensuring timely resolution of partner concerns.
  • Maintained strong relationships with top Channel Partner firms through regular meetings and addressing CRM-related matters.
  • Served as core team member and Certified Internal Auditor for ISO certification processes.
  • Spearheaded escalations from Channel Partners, Sales, and Direct Customers to guarantee swift resolution.
  • Achieved 90% Channel Partner satisfaction score based on direct feedback.
  • Ensured accurate updates on bookings, payment demands, overdue accounts, and registration status for each Channel Partner.
  • Collaborated with Legal Team as CRM SPOC to resolve legal issues and implement preventive improvements.
  • Coordinated project timelines and resource allocation while managing vendor relationships for ongoing construction initiatives.

Senior Manager – CRM

Smartworld Developers
Gurgaon
12.2023 - 06.2025
  • Led Channel Partner Care function across multiple projects, managing escalations and optimizing partner experience.
  • Actively liaised with Channel Partner firms for issue resolution and strategic sales collaboration.
  • Defined CRM standard operating procedures and streamlined operational workflows.
  • Directed Salesforce enhancements, including customer application onboarding and WhatsApp integration.
  • Contributed to SAP implementation, ensuring seamless integration with Salesforce.
  • Conducted training programs to upskill CRM team in customer service and communication skills.
  • Collaborated with Sales on launching new projects and high-end property allotments.
  • Oversaw vendor management for CRM, including order processing, invoicing, and coordination.

Customer Services Manager

Smartworld Developers
Gurgaon
04.2022 - 11.2023
  • Improved customer service processes, increasing operational efficiency by 20% and significantly reducing response time.
  • Contributed to the successful implementation of Salesforce, ensuring a seamless transition and adoption across teams.
  • Led Project One-DXP as Team Lead, providing strategic guidance and coaching to deliver outstanding service performance.
  • Developed and delivered ongoing training programs to enhance team effectiveness in product knowledge and conflict resolution.
  • Implemented a quality assurance framework, resulting in a 95% customer satisfaction rating.
  • Fostered cross-functional collaboration with Sales and Marketing teams to align service delivery with business goals and improve customer retention.
  • Used data analytics to identify service trends and drive informed decision-making.
  • Resolved high-priority customer issues with professionalism, ensuring customer-centric outcomes.
  • Maintained full compliance with industry regulations and internal policies, upholding service excellence standards.

Deputy Manager Customer Services - Documentation

Emaar India
12.2021 - 04.2022
  • Ensuring all Documentation related processes and responsibilities are completed within the desired Turn Around Time.
  • Processes include –
  • 1. Nomination change (Transfer, Mutation, Name Addition/Deletion/Substitution)
  • 2. Conveyance Deed Drafting
  • 3. Conveyance Deed Registration
  • 4. Raising Demands as per different payment plans
  • 5. Dispatch of documents
  • 6. Cheque Entry and Receipt generation
  • 7. Filing and DMS
  • Co-ordinating with different verticals to ensure correct drafts and information is sent to customers.
  • Creating Logic Notes to collect and approve information and charges for issuing Offer of Possession.
  • Testing process Improvements and implementations for Automation of manual processes.
  • Assisting in Audit process and ensuring requirements are met.

Assistant Manager Customer Services

Emaar India
08.2018 - 12.2021
  • Handling Customer queries and issues whilst maintaining company integrity and Brand Standards
  • Handholding customers starting from Booking till Possession
  • SME for Nomination change (Transfer, Mutation, Name Addition/Deletion/Substitution)
  • Assisted in handling commercial projects with Longstanding issues in the NCR region
  • Co-ordinating with channel partners to generate revenue is resale and understand market competition.
  • Addressing and Handling concerns from Residential associations ensuring post possession Customer satisfaction.
  • Reshaped and modeled new and existing SOP’s resulting in a shorter TAT and distributed workload.
  • Maintaining various MIS for Wait time, Service time, FTR, IOP’s and Nomination change.
  • Working closely with Legal team to provide Inputs required for contesting litigations
  • Ensuring closure for Legal Settlements by assisting the customers with documentation requirements and operational processes post Legal Settlement.

Customer Experience Specialist

Airseva- an Airbnb company
03.2018 - 07.2018
  • Handling Customer issues on messaging and E-mail and resolving cases within the SLA.
  • Assisting Hosts to set-up new properties and assist them with using the platform.
  • Team SME for Customer First, initiative.
  • Driving and Maintaining team NPS.
  • Providing support to Nesting Team Members

Assistant Manager Front Office

Radisson Blu
Ludhiana
01.2017 - 09.2017
  • Ensuring all Front Desk responsibilities are completed within desired time frame and as per defined standards.
  • Preparing Roster, and Scheduling Leaves for Front Office and Reservation Staff.
  • Carrying out appraisals and assisting with Recruitment and Training of new Staff.
  • Assisting the F.O.M with Revenue Forecast, Expense Forecast and Budget.
  • Handling Operational and Financial Audits.
  • Handling guest Complaints and Service Issues.
  • Processing Reservations and Maintaining Online Inventory.
  • Pushing Departmental Revenue and Sales, In Transport, Business Centre and Concierge.
  • Training Staff in all aspects also including- Emergency Procedures, SOP’s, and Loyalty Programs.
  • Ensuring Customer Delight and making sure the Team collectively works towards Guest satisfaction.

CRM Executive Hotels and Holidays

GoIbibo.com
10.2015 - 01.2017
  • Handling and resolving Customer Queries over Call and E-mail.
  • Resolving customer service issues in contracted properties by communicating with Hotel management
  • Driving Customer satisfaction scores for the team.
  • Maintaining Refund sheet for refund processing in cancellation issues.
  • Handling Customer dispute cases for social team.
  • Floor support for On- Call agents.

Front Office Executive

Anya Hotels and Resorts
Gurugram
04.2014 - 10.2015
  • Managing the Lobby.
  • Training the Team for different aspects of Front Office and Guest Handling
  • Processing reservations and handling inventory on Extranet.
  • Making the Training Schedules and Roster.
  • Doing Night Audit
  • Handling Finance related Issues.
  • VIP Guest Handling, and maintaining Know your Guest Log for Long Stayers and Repeat Guests
  • Ensuring a Happy and Memorable Stay for all the Guests

Guest Service Agent

Hilton Garden Inn
Gurugram
10.2012 - 04.2014
  • Front Desk responsibilities
  • Check-in, Check-out and making sure guest has a comfortable stay
  • Handling Cashiering and Finance.
  • Taking care of stores and indenting process.
  • Setting up training schedules and training fellow colleagues.
  • Handling Operators and Telephones.
  • Making Departmental and Hotel Status Presentations for Monthly HOD Meeting.
  • Doing Night Audit

Education

Diploma - AHTM

Frankfinn / ICM UK
01.2012

Senior Secondary - F.M.M

Central Board of Secondary Education
01.2010

Higher Secondary -

Central Board of Secondary Education
01.2008

Skills

  • Salesforce, SAP, and Oracle expertise
  • Process improvement strategies
  • Customer escalation management
  • Channel partner relations and management
  • ISO auditing practices
  • Vendor management
  • Team training and development
  • Staff management techniques

Accomplishments

  • Received “CRM Champ” award in Smartworld.
  • Received “Rockstar” award in Emaar India.
  • Received “Team Member of the year” award in Hilton Garden Inn, Gurgaon.

Certification

National Stock Exchanges Certification in Financial Markets - Modules Cleared 1. Beginners' module 2. Capital Markets 3. Derivative markets

Timeline

Assistant General Manager – CRM

Smartworld Developers
06.2025 - Current

Senior Manager – CRM

Smartworld Developers
12.2023 - 06.2025

Customer Services Manager

Smartworld Developers
04.2022 - 11.2023

Deputy Manager Customer Services - Documentation

Emaar India
12.2021 - 04.2022

Assistant Manager Customer Services

Emaar India
08.2018 - 12.2021

Customer Experience Specialist

Airseva- an Airbnb company
03.2018 - 07.2018

Assistant Manager Front Office

Radisson Blu
01.2017 - 09.2017

CRM Executive Hotels and Holidays

GoIbibo.com
10.2015 - 01.2017

Front Office Executive

Anya Hotels and Resorts
04.2014 - 10.2015

Guest Service Agent

Hilton Garden Inn
10.2012 - 04.2014

Diploma - AHTM

Frankfinn / ICM UK

Senior Secondary - F.M.M

Central Board of Secondary Education

Higher Secondary -

Central Board of Secondary Education

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Deepanshu Taneja