Komal Mayekar
Dombivili, Thane
Summary
Experienced Customer Relationship Management professional with over 11 years in real estate. Manages CRM operations throughout the customer lifecycle, ensuring service quality and prompt issue resolution. Skilled in customer lifecycle management, collections, and documentation. Drives customer satisfaction and revenue growth through effective client relationships and stakeholder coordination. Utilises SAP, Salesforce, Farvision ERP, and Tally ERP.
Overview
1
1
Language
12
12
years of professional experience
Work History
Manager
Lodha Group
Mumbai
06.2024 - Current
- Lead and manage the CRM team, including workload allocation, performance tracking, coaching, KRAs/KPIs and achieving customer-service objectives.
- Manage the complete customer lifecycle from booking to possession, ensuring timely communication, documentation, payment coordination and a seamless customer experience.
- Resolved critical customer escalations and grievances through effective coordination with Sales, Finance, Legal, Projects, Collections, and other stakeholders, ensuring timely resolutions and enhanced customer satisfaction.
- Drive seamless cross-functional coordination across Legal, Liaison, IT, Accounts, Operations, Sales, Site, Construction, Design, Possession and Service teams to ensure timely resolution of customer requirements, smooth project execution and end-to-end customer experience.
- Streamlined CRM operations and collections processes, ensuring payment follow-ups, data accuracy, SOP adherence, TAT monitoring, and continuous process improvements.
- Managed relationships with 250 high-net-worth individual customers, overseeing collections processes and ensuring personalised service to enhance client satisfaction.
- Prepare MIS and management reports, analyse customer/operational trends and provide actionable insights to improve customer satisfaction, team productivity and business outcomes.
- Generating revenue via Loyalty for the company
- Compiled and organised daily and monthly reports to track team and operational performance.
Assistant Manager
Godrej Properties
Vikhroli
12.2021 - 06.2024
- Trained new employees on company policies, customer service excellence, and sales techniques.
- Handled 250 customer complaints through phone, mail, and in-person interactions, ensuring resolution and customer satisfaction.
- Resolved escalated customer complaints by offering practical solutions and maintaining professionalism.
- Coordinated with senior management to implement strategic plans for revenue growth.
- Managed relationships with channel partners and brokerages, facilitating smooth operations and communication.
- Performing customer services resourcefully during large project events and new launches
- Scheduled and processed agreements, managing printing, tracking, signing, and registration efficiently.
- Proficient with SAP & SFDC (ECRM module) ● Monitoring site progress and sharing and updating recurring demands accordingly
- Managed car parking logistics for project, ensuring efficient distribution among all units.
- Drafting NOCs and ROCs for clients seeking bank loans and diligently handling several payments tracking
- Developing and processing possession documents and handover same to the clients with all relevant completion
- Constructing rental NOCs and resale NOCs
- Maintaining daily and monthly reports for management
Assistant Manager
Sunteck Realty
Mumbai
05.2021 - 12.2021
- Ensured collection of outstanding payments from clients prior to possession, facilitating smooth transactions.
- Processed possession formalities with a checklist, ensuring all requirements were met for successful completion.
- Performed follow-up on outstanding collections to ensure timely payments, arranged car parking allotment throughout the project
- Handled and resolved possession escalations, maintaining client satisfaction and operational efficiency.
- Managed client documents and unit keys during possession process
- Effectively handled NOC transfer either of rental or possession
- Conducted SDR payments follow up and registration process
- Determined to cross check all relevant documents related to payments etc before possession
- Handled and updated clients’ database on ERP and SFDC including new booking process, welcome call, creation of booking ,checking and verification, initial booking payment and conduct follow up accordingly
- Approx. 200 cases possession scheduled for Goregaon projects with balance payment and interest collection.
Assistant Manager
Runwal Group
Dombivili
02.2015 - 02.2021
- Handled 300 customer queries and complaints over mail, phone and in- person
- Ensured to answer all customers’ mail and calls, and resolve them in a timely manner
- Established a weekly collection forecast and monitored its achievement, and tracked payment and collection performance on a weekly basis
- Maintained a database of bookings, approvals and payments collection
- Monitored site progress and shared and updated recurring demands accordingly
- Oversaw relationships with channel partners and brokerages to enhance collaboration
- Drafted NOCs and ROCs for clients seeking bank loans and diligently handled several payments tracking
- Developed and processed possession documents and handed over the same to the clients with all relevant completion
- Created rental and resale NOCs to facilitate property transactions
- Handed over all necessary documents and unit keys to clients.
- Maintained daily and monthly reports
- Prepared RERA reports
- Utilised Farvision ERP to manage project workflows and data
- Prepared IOM and routed it through the relevant signatories and tracked it accordingly
- Supported team members during additional workload
Education
MBA - Marketing
ITM Kharghar
08-2020
Graduation / B.Com - Commerce
Mumbai University
05-2013
HSC / 12th - Commerce
Maharashtra Board
05-2010
SSC / 10th - All
Maharashtra Board
06-2008
Skills
- SAP Salesforce (SFDC) Farvision ERP Tally ERP 9 MS Excel MS Word MS PowerPoint
- Customer management
- Collections management
- Escalation handling
- Stakeholder coordination
- Process coordination
- SAP CRM
- SFDC module
- Revenue tracking
- MIS reporting
- Possession documentation
- Leadership management
- Stakeholder management
- Leadership
PERSONAL INFORMATION
Languages Known: English, Marathi, Hindi
Websites, Portfolios, Profiles
linkedin.com/in/komal-mayekar-310669ab
Timeline
Manager
Lodha Group
06.2024 - Current
Assistant Manager
Godrej Properties
12.2021 - 06.2024
Assistant Manager
Sunteck Realty
05.2021 - 12.2021
Assistant Manager
Runwal Group
02.2015 - 02.2021
MBA - Marketing
ITM Kharghar
Graduation / B.Com - Commerce
Mumbai University
HSC / 12th - Commerce
Maharashtra Board
SSC / 10th - All
Maharashtra Board