Deepti Panicker
Greater Noida West
Summary
Senior Manager with extensive experience in customer retention and relationship management at Alisa Infratech Pvt Ltd. Expertise in RERA compliance and legal coordination, effectively resolving complex grievances to enhance client satisfaction. Proactive strategies have led to a significant reduction in attrition during project delays, ensuring smooth project handovers and fostering long-term client loyalty.
Overview
20
20
years of professional experience
Work History
Senior Manager CRM-Front
Alisa Infratech Pvt Ltd
Noida
04.2024 - Current
- Acted as the primary point of contact for existing customers, ensuring effective communication and relationship management for a delayed commercial project.
- Engaged with unit holders to encourage retention through transparent communication, trust-building, and tailored resolution strategies.
- Collected and documented RERA extension consents from customers in compliance with regulatory requirements.
- Addressed and resolved customer grievances with a customer-first approach, ensuring professional handling of escalations and complex concerns.
- Liaised with legal and compliance teams to prepare, review, and finalize customer-specific legal documentation, such as addendums, extension letters, and agreements.
- Coordinated with internal departments (legal, construction, sales) to provide accurate project updates and align customer expectations.
- Played a pivotal role in customer engagement initiatives to maintain goodwill, and minimize attrition during prolonged project delays.
Manager CRM-Front
Gaursons Promoters Pvt Ltd
Indirapuram
10.2022 - 04.2024
- Handling all customers' grievances, pre- and post-sales documentation, and working on Farvision Software.
- Handling queries of walk-in customers and solving their queries or grievances related to demand, payment, holding charges, interest or penalty, and handover of property.
- Helping them in allotment, agreement, transfer, and registration by coordinating with the concerned department.
- Maintaining excellent relations with clients to generate avenues for further business.
- Preparing No Dues Certificate, and processing for possession and registry of units.
- Responsible for handling the team, motivating, and assisting trainees and staff.
- Assisting customers with the allotment of flats, registration, cancellation, bank loan issues, transfer of deeds, and handling grievances of the customers regarding possession, while satisfying them in a convincing manner.
- Review customer complaints and suggestions, and conduct regular meetings with the team to know their responses.
- To coordinate with the facility manager in case of any complaints received at the site and resolve them ASAP.
Manager CRM
MSS Infracon Pvt Ltd
Govindpuram
08.2020 - 09.2022
- Taking care of all the CRM and backend activities. Working on 4QT software.
- Handled all customers' queries, pre- and post-sales documentation, agreements, demand notices, collections, transfer of units, bank loan process documents, and cancellations, etc.
- Handled queries of walk-in customers and solved their queries/grievances related to demand, payment, holding charges, interest/penalty, and handover of property.
- Help them in allotment, agreement, loan processing, transfer, and registration by coordinating with the concerned department.
- Preparing and sending demand letters, reminders, and cancellation letters to the client.
- Follow up with customers for the collection of payment.
- Preparing and sending daily, weekly, and monthly projections for collection.
- Assisting customers and dealers with the disbursement of payments.
- Processing for possession and registry of units.
- Handling dealers' queries regarding. Commission, credit note, and payment.
Deputy Manager CRM
SAYA Buildcon Consortium Pvt Ltd
Indirapuram
02.2018 - 11.2019
- Responsible for the CRM function, handling the bookings, and logging in to the ERP.
- Ensuring the execution of all back office sales administration operations, such as builder buyer agreements and payment receipts.
- Issuing payment receipts, demand letters, and reminders accordingly.
- Preparing and issuing allotment letters, buyers' agreements, to the customers.
- Handling post-sales queries through emails and calls.
- Coordinating with the sales team.
- Ensuring the collection of payment on time. Regular communication to customers.
- Inventory Management for the assigned project.
- Handling possession of residential projects and assisting customers with possession and registry formalities.
Astt. Manager CRM
MSS Infracon Pvt Ltd
Ghaziabad
02.2015 - 02.2018
- Responsible for the CRM function and looking after the CRM emails.
- Feeding and maintaining data on 4QT Software, such as applications, receipts, generating receipts, demand letters, and reminders as per schedule.
- Preparing the welcome letter, allotment letter, BBA, TPA, and PTM.
- Handling customer queries, understanding customer requirements, and suggesting efficient solutions.
- Ensuring the collection of payment on time. Regular communication to customers.
- Following up on the process for all transfer cases and cancellation cases.
- Coordinating with bankers and financial institutions for home loan queries.
- Managing the filing of dispatch slips and necessary documents, such as demands, allotments, TPA, and PTM, to the customer file as per schedule.
- Inventory management for both residential and commercial projects.
Sr. Back Office Coordinator
Future First Homes Pvt Ltd.
Noida
09.2013 - 12.2014
- It's a real estate broking firm that deals in residential and commercial projects in Noida/Noida Extension.
- Accepting applications for new bookings, scrutinizing them to ensure that all details mentioned are correct, and ensuring that the booking form is logged in.
- Records and document management, and prepare MIS.
- Handling customer queries regarding all post- and pre-sale activities.
- Handling customer complaints and payment-related issues.
- Keeping track of customer payments and following up for collection and recovery.
- Helping the customer to get a bank loan and ensuring that a quick sanction letter has been provided to the customer.
Back Office Executive
SHAREKHAN LTD.
Noida
01.2011 - 09.2013
- Reporting to the Branch Manager and Regional Office, to handle the entire back office operations, including KYC verification, document processing, and data entry.
- Coordinating with various tasks in the branch and also managing general office administration activities.
- Verification, punching, and processing of trading and Demat KYC forms.
- Interacting and coordinating with branches, customers for handling and processing queries (trading and demat accounts).
- Uploading the customer's check in the software for activation of the customer's trading limit.
- Handling miscellaneous queries from branches, franchisees, and customers regarding Demat and trading accounts, as well as many others, such as holding, ledger, contract notes, DIS, and DRF.
- Monitoring risk for customers at the branch level.
- Following up with customers, branches, franchises, and internal customers.
- Responsible for the compilation of customer, franchisee, and remiser/associate documents.
- Process delivery instructions and Demat requests of the customers.
EXECUTIVE (KYC Department)
TRUSTLINE SECURITIES LTD.
Noida
06.2010 - 12.2010
- Handling the KYC process for Equity & Commodity Demat Account on PAN India basis.
- Working in the back office operation in the account opening department.
- Documentation verification of trading and Demat A/c KYC.
- Issuing welcome letters to all customers on a daily basis.
- Handling mail regarding discrepancies in account opening KYC across all branches.
- Generating certain MIS reports, as well as daily reports related to account opening KYC, in the format desired by the Team Manager.
- Trading account closing process, profile updating of customer.
- Reactivation process after deactivated and closed account.
BACK OFFICE EXECUTIVE
UNICON SECURITIES PVT. LTD.
Indirapuram
07.2007 - 02.2008
- Handling the entire back-office operations, including document processing and data entry.
- Coordinating with various tasks in the branch and also managing general office administration activities.
- Verification, punching, and processing of trading and Demat KYC forms.
- Standardize, maintain, and validate customer data and related items.
- Document processing includes verification of documents, margin check punching, KYC verification, and punching.
- Process delivery instructions and Demat requests of the customers.
- Organized filing systems for easy retrieval of documents when needed.
- Organized documents related to customer accounts for easy retrieval when needed.
FRONT DESK EXECUTIVE
INDIABULLS SECURITIES LTD.
Udyog Vihar
04.2005 - 05.2007
- Performs a variety of tasks, including answering telephone calls from customers, solving their queries, and maintaining the highest level of customer service.
- Responding to customer inquiries regarding their Trading and Demat account.
- Registering customer complaints regarding their products.
- Preparing MIS and maintaining customer service records.
- Answered incoming calls and provided information about services and products.
Education
BACHELOR DEGREE - ARTS
DELHI UNIVERSITY
03.2002
Office Assistant certificate course -
Bhartiya Vidhya Bhawan
DelhiAccount Assistant certificate course -
Bhartiya Vidhya Bhawan
DelhiSkills
- Customer retention and relationship management
- RERA compliance and documentation
- Legal coordination and grievance handling
- Post-sales services for commercial and residential projects
- Experience in documentation, such as agreements, handover, and possession formalities
- Collections and dues management
Languages
- English
- Hindi
Personal Information
- Husband's Name: Mr. Suresh Panicker
- Date of Birth: 10/08/81
- Marital Status: Married
Disclaimer
I hereby confirm that all the information given above is correct to the best of my knowledge and will be considered true and genuine.
Timeline
Senior Manager CRM-Front
Alisa Infratech Pvt Ltd
04.2024 - Current
Manager CRM-Front
Gaursons Promoters Pvt Ltd
10.2022 - 04.2024
Manager CRM
MSS Infracon Pvt Ltd
08.2020 - 09.2022
Deputy Manager CRM
SAYA Buildcon Consortium Pvt Ltd
02.2018 - 11.2019
Astt. Manager CRM
MSS Infracon Pvt Ltd
02.2015 - 02.2018
Sr. Back Office Coordinator
Future First Homes Pvt Ltd.
09.2013 - 12.2014
Back Office Executive
SHAREKHAN LTD.
01.2011 - 09.2013
EXECUTIVE (KYC Department)
TRUSTLINE SECURITIES LTD.
06.2010 - 12.2010
BACK OFFICE EXECUTIVE
UNICON SECURITIES PVT. LTD.
07.2007 - 02.2008
FRONT DESK EXECUTIVE
INDIABULLS SECURITIES LTD.
04.2005 - 05.2007
BACHELOR DEGREE - ARTS
DELHI UNIVERSITY
Office Assistant certificate course -
Bhartiya Vidhya Bhawan
Account Assistant certificate course -
Bhartiya Vidhya Bhawan
Similar Profiles
Nilesh Eknath ShedgeNilesh Eknath Shedge
Assistant Operations Manager at Cart2Port Services Pvt. Ltd. (New Vertical Of I-Marine Infratech India Pvt. Ltd.)Assistant Operations Manager at Cart2Port Services Pvt. Ltd. (New Vertical Of I-Marine Infratech India Pvt. Ltd.)
Dinesh KumarDinesh Kumar
Electrician at APCO INFRATECH PVT LTDElectrician at APCO INFRATECH PVT LTD
Raju YadavRaju Yadav
Project Engineer at JPC INFRATECH PVT LTD.Project Engineer at JPC INFRATECH PVT LTD.
EKTA MATHUREKTA MATHUR
Primary School Teacher at R.D. Memorial Public SchoolPrimary School Teacher at R.D. Memorial Public School
Sachin Kumar SharmaSachin Kumar Sharma
Major Incident Manager at NAB Innovation Center IndiaMajor Incident Manager at NAB Innovation Center India