Gopal Singh Bajwa

Managing Pre-Sales Operations at ANAROCK since its inception in 2017, leading end-to-end management across two strategic hubs – North (Gurgaon) and South (Bangalore) – for multiple high-value real estate projects.

Key Responsibilities:

• Work with digital marketing teams to design, run, and monitor targeted campaigns, ensuring steady flow of high-quality leads across channels.
• Oversee CRM administration with accurate tracking of leads, customer interactions, and follow-ups to maximize lead-to-site-visit and conversion rates.
• Lead recruitment, onboarding, and training of pre-sales executives to build and scale high-performance teams across regional centers.
• Create and implement SOPs and best practices for call handling, lead nurturing, and site visit scheduling to deliver a consistent customer experience nationwide.
• Drive digital transformation initiatives, including the use of AI-driven analytics to improve decision-making and operational efficiency.
• Conduct regular audits and quality checks to ensure compliance, process efficiency, and high service standards.
• Partner with sales leaders to ensure smooth lead handover, maintaining strong alignment between pre-sales and revenue outcomes.
• Develop data-driven reports and dashboards to monitor KPIs (lead-to-visit ratio, qualification %, agent productivity).
• Improve lead utilization and cost efficiency by reducing lead leakage and strengthening follow-up protocols.
• Introduce and manage new technologies such as AI-based calling, virtual mobile numbers, and Truecaller integrations to improve contactability.
• Build employee engagement and retention programs to enhance pre-sales team stability and performance.

• Managed a sales team and drove business growth through Channel Partners/Brokers across PAN India locations.
• Interacted with top brokers virtually and in-person, understanding their listing requirements and offering customized listing packages on monthly and annual memberships.
• Handled account management and upselling for existing clients, ensuring continued engagement and revenue growth.
• Assisted brokers with the best practices for property listings across all segments – New Launch & Resale, Residential & Commercial, and Rental properties.
• Provided strategic guidance to partners to maximize property visibility and ROI on Makaan.com.
• Built and nurtured long-term broker relationships, ensuring strong market presence and loyalty.
• Monitored sales performance, renewals, and package utilization while aligning with organizational revenue targets.
• Coordinated with internal teams to deliver seamless onboarding, service delivery, and client support.

Qualified and nurtured real estate leads across PAN India and international markets (Dubai, Sharjah, Abu Dhabi, Singapore), ensuring timely follow-ups, engaging customers, and driving conversions till site visits.

As a Telecaller – Real Estate, I serviced and qualified leads across PAN India, ensuring timely follow-ups and smooth lead nurturing. I handled inbound and outbound calls, understood customer requirements, and coordinated effectively between field sales teams and clients. I monitored TAT (Turnaround Time), maintained accurate lead records, and assisted in scheduling site visits to enhance customer satisfaction. I also mentored new team members and supported their onboarding by sharing effective calling techniques.

Provided technical service assistance for Virgin Mobile customers, resolving queries related to mobile services, billing, and technical issues. Ensured high-quality customer support through inbound calls, troubleshooting, and timely resolution. Maintained service level agreements (SLAs) and delivered customer satisfaction with effective communication and problem-solving skills.

Handled Comcast US clients through chat support, servicing queries related to Television, Internet, Landline, and Home Security services. Assisted existing customers with troubleshooting and account-related issues while focusing on upselling packages and promoting combo offers such as Quad Play and Triple Play. Ensured customer satisfaction by providing seamless support and recommending suitable service upgrades.

Managed front desk operations including guest check-ins, check-outs, and reservations. Handled guest queries, provided concierge assistance, and ensured a seamless guest experience. Coordinated with housekeeping and other departments to maintain service standards and customer satisfaction.