Durgesh Kumar Pandey

• Company Overview: Currently I am working with Enviro Integrated Facility Management Pvt Ltd. as a Customer Relationship Manager (CRM) at ATS One Hamlet, Sec-104, Noida, which is a residential and commercial society, I manage 998 flats, 25 shops, and 8 villas. For complaints and residency records, there is the use of No Broker Hood, My Gate, and Park Smart App.
• Handle queries, complaints, and requests from residents.
• Maintain a polite, professional, and service-oriented approach.
• Ensure timely closure of complaints tickets.
• Maintain records of complaints, service requests, and resolutions.
• Prepare periodic reports on common issues, resolution times, and feedback.
• Conduct periodic surveys or feedback collection.
  Follow up with residents after issue resolution to ensure satisfaction.
• Notify residents of planned maintenance, outages, or other updates via emails, and notices through NBH and My gate.
• Managing and responding to all resident emails on daily basis.
• Update the complaint tracker and send it to DGM sir (Vatika) on daily basis.
• Managing the Residents sticker Data in Google Sheet.
• · Managing the Flat renovation work permit & Contractor data.
• Managing the Store and Parking data.
• Managing the GBM (General Board Meeting) & EC (Election Committee) data.
• Managing the Fines data in Google sheet.
• Managing the Renovation Flat visit data.
• Managing the Shop employee’s card data.
• Maintain all records of residency in Google sheet. (Move in & move out tracker).
• Managing the all the complaint escalation and resolved on priority.

• Provide a list of complaints not closed during the shift to the reporting manager, with reasons for follow-up.
• Maintain daily attendance of all staff.
• Reporting to EM Sir on daily and monthly basis.
• Maintain all stationery records.
• Update the DMR and send it to AOA members on a daily basis.
• Prepare daily, weekly, and monthly maintenance reports.
• Manage office supplies, documentation, and internal communication.
• Schedule and coordinate with external vendors and service providers (e.g., plumbing, electrical, pest control, swimming pool,).
  Track service contracts, AMCs (Annual Maintenance Contracts), and ensure timely renewals.
• Maintain a feedback system to ensure satisfaction.
• Maintain records of tools, equipment, and maintenance inventory
• Maintain records of staff duty rosters, leaves, and basic HR documentation.
• Circulate notices regarding maintenance work, water shut-downs, or repair schedules.
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• Managing of helpdesk and answering to all service calls from customers.
• Logging the all complain on My gate & No broker Hood (Online Portal).
• Taking action on all the service calls by coordinating the service vendors and getting the requested work done by issuing Job Ticket.
• Clarify all queries and general complaints (Electrical, Plumbing & housekeeping etc.) on daily basis.
• Provide a list of Requests / Complaints not closed during the shift to reporting manager with reasons for follow up.

• Maintain daily basis attendance of all staff.

• Reporting to EM sir on daily basis and monthly basis.

• Maintain all stationary record.

• Update DMR and sent to AOA Members on daily basis