Dhanashree Chavan
Sr. Manager (CRM & Quality, Pre-Sales Team)
Kalyan
Summary
Professional with experience in Sales, CRM, Quality, and Team Handling. Skilled in managing clients, solving issues, improving customer experience, and supporting the sales process. Able to guide teams, follow processes, and maintain smooth day-to-day operations.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Sr. Quality Manager & CRM Manager
Holistic Nature Homes
Vashi, India
02.2021 - Current
- Monitoring calls daily and evaluating quality performance
- Sharing weekly feedback with team members and guiding improvement actions
- Training new joiners on product knowledge, CRM usage, and communication standards
- Conducting refresher sessions and maintaining monthly quality dashboards
- Performing call audits and presenting insights to management
- Managing lead allocation, tagging accuracy, and overall CRM hygiene
- Raising tickets to Sell.do for technical issues and tracking resolutions
- Conducting CRM training for the team and updating them on new features or changes
- Preparing weekly and monthly CRM activity reports and tracking team performance
- Ensuring accurate documentation and smooth CRM operations
- Handling the Pre-Sales team and ensuring proper lead flow and follow-ups
- Working as a Sales Manager when needed, managing client interactions and closures
- Coordinating between Sales, Marketing, and CRM teams to maintain workflow clarity
- Reviewing team performance and supporting continuous improvement
- Visiting project sites for client meetings whenever required
Home Loan Officer & Quality Analyst
HDFC Sales Pvt. Ltd
12.2014 - 05.2017
- Calling customers who showed interest in home loans and explaining product benefits
- Checking loan eligibility based on income, CIBIL, documentation, and property details
- Explaining the home loan process clearly and guiding clients step-by-step
- Fixing appointments for Sales Officers and coordinating client meetings
- Preparing daily and weekly MIS reports
- Monitoring calls, emails, and chats to ensure quality compliance
- Sharing feedback through coaching sessions and team discussions
- Preparing monthly quality and performance reports
- Conducting refresher sessions and participating in calibration meetings
Pre-Sales Consultant & Front Sales Executive
Nirmal Lifestyle Developers
05.2013 - 04.2014
- Handling customer queries and providing project information
- Attending site visits and explaining project features
- Managing customer escalations and ensuring smooth resolution
- Collaborated with cross-functional teams to refine sales strategies, resulting in improved lead conversion rates and customer satisfaction.
- Trained and mentored junior sales staff, fostering a culture of knowledge-sharing that improved overall team performance.
Pre-Sales Consultant
Sutherland Global Services – Lodha Construction
10.2012 - 05.2013
- Managing customer inquiries and assisting with project information
- Supporting the sales team with lead engagement and conversions
Phone Banking Officer
First Source BPO – Axis Bank (Retail Banking)
01.2011 - 04.2012
- Handling customer queries and resolving service requests
- Managing escalations and promoting bank products
- Updating customer details on Finacle and generating leads
Education
B.COM - Accounting & Finance
Birla College(Mumbai University)
Mumbai, India01-2010
H.S.C - Commerce
Mumbai University
Mumbai, India01-2007
S.S.C -
National English High School
Mumbai, India01-2005
Skills
Proficient in CRM software Active listeningSelf motivationDecision-makingMultitasking AbilitiesStrong work ethicProblem-solving abilitiesTime managementTeamworkTeam TrainingProject site visitsSales supportTechnical issue resolutionWorkflow coordinationCRM hygieneTeam leadershipPerformance reportingTeam lead distributionConstructive feedback sharingCRM software trainingQuality assurance in call auditingStrong customer service skillsPositive attitudeAccuracy in reportingEscalation managementTimely feedback provisionInterdepartmental coordinationClient relationship managementSkilled in Excel and PowerPoint presentationsProficient in CRM software
Interests
Exploring new places / local travel, Music & relaxation activities, Listening to motivational and sales podcasts, Spending quality time with friends and family, Watching movies and web series
Accomplishments
- Enhanced Call Quality: Improved team call quality scores by 15% in 6 months through targeted training.
- Improved CRM Accuracy: Reduced CRM data errors by 30% by implementing better lead tagging processes.
- Optimized CRM Operations: Managed and resolved over 90% of CRM tickets within SLA through effective coordination with Sell.do.
Strengths
- Strong communication and interpersonal skills
- Quick learner with a practical approach
- Good at multitasking and time management
- Reliable, organized, and detail-oriented
Timeline
Sr. Quality Manager & CRM Manager
Holistic Nature Homes
02.2021 - Current
Home Loan Officer & Quality Analyst
HDFC Sales Pvt. Ltd
12.2014 - 05.2017
Pre-Sales Consultant & Front Sales Executive
Nirmal Lifestyle Developers
05.2013 - 04.2014
Pre-Sales Consultant
Sutherland Global Services – Lodha Construction
10.2012 - 05.2013
Phone Banking Officer
First Source BPO – Axis Bank (Retail Banking)
01.2011 - 04.2012
B.COM - Accounting & Finance
Birla College(Mumbai University)
H.S.C - Commerce
Mumbai University
S.S.C -
National English High School