Leena Selvam
AGM CRM
Navi Mumbai
Summary
Highly experienced CRM professional with a 14-year track record in project sales, direct selling, and channel management. Demonstrated expertise in building customer-centric service experiences, implementing effective CRM solutions, and managing complex process operations. Committed to enhancing customer satisfaction and loyalty, and driving organic growth.
Core Competencies:
- Customer Lifecycle Management
- Channel Sales & Process Improvement
- Customer Retention & ERP Implementation
- SLA/TAT Management & People Management
Accomplishments:
- Awarded "Most Influence Global Marketing Leader" by the World Marketing Congress, Nov'20
Skills:
- Real estate CRM
- Project management
- Leadership & Relationship building
- Interpersonal & Problem-solving skills
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Assistant General Manager
Reliance Retail Industry, Reliance Jewels
11.2022 - Current
- Handling PAN India stores, complaints, customer retaining program, customer loyalty
- Shaping and delivering the analytics and insight needed to drive CRM programs across clients
- Creating a positive experience for every customer directly or indirectly interacting with the Brand
- Performing Root Cause analysis on client issues and suggest process improvements
- Building the CRM (customer complaint and loyalty) agenda for the business
- Respond and resolve customer complaints quickly and efficiently
- Escalation Higher management, Social media, Legal case, Consumer complaints all external customer complaints
- Customer proposition development by analyzing Net Promoter Score & monitoring it
- Develop and manage a customer-centric CRM strategy
- Manage customer journey mapping, customer segmentation
- Analyze customer data to identify trends, key insights and opportunities
- Develop and manage customer feedback processes to identify customer needs and preferences
- Ensure alignment with industry best practice and implementing the necessary process
- Train customer service staff on best practices for responding to customer inquiries
- Develop and implement strategies to increase customer satisfaction
- Monitor customer feedback and develop strategies to address customer concerns
- Analyze customer data to identify trends and opportunities for improvement
- Investigate customer complaints and take appropriate action to resolve them
- Ensure inter department queries are raised and resolved for the customer complaints
- Key Result Areas
Assistant General Manager
JP Infra Pvt. Ltd
Mumbai
06.2021 - 11.2022
- Building dedicated key account relationships with customers
- Responsible for MIS, monitoring all documentation, agreements and registrations as well as monitoring/ follow-up for payments and collections in the region
- Timely customer query resolution Completeness and comprehensiveness of data and documentation
- Timely dispatch of documents
- Case study to the management, with regards to customer complaints, queries & requests resolved/answered
- Follow set processes for generation of demands, reminders for the milestone raised
- Handhold the customer through the post sales process till possession
- To ensure complete and comprehensive documentation of all customer related records
- Monitoring with RM’s for timely collections & recoveries
- Handling & counseling of cancellations, interest payments
- Timely escalation of cancellation cases ensuring customer retention, of issues/cases where management's approvals are required
- To ensure adequate support to customers for assistance in bank loans, registration of property
- Facilitate handing over of the property ensuring completion of all processes involved ensuring customer satisfaction with handover of the flat
- To lead and implement customer delight initiatives e.g
- Welcome kits for new customers, prompt allotment letters
- Strategically, to conceptualize & identify opportunities to create and implement customer delight
- CRM – Process SOP
AVP
Artisans, Artisans Events
Bengaluru
04.2020 - 05.2021
- Key Result Areas:
- Planning and delivering CRM strategies for the client and contributing as a support function for client in enhancing customer experience and customer satisfaction to increase brand loyalty and expanding the client’s brand name
- Mapping customer’s needs, identifying improvement areas and implementing measures to maximize customer satisfaction levels
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes
- Analysing representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model
- Accomplishing customer service human resource objectives by recruiting, selecting, training, and coaching employees
- Devising & implementing production, productivity, quality, and customer-service standards
- Acquiring new clients through new leads, cold calls, existing relationships, promotional events, or other means
- Describing the benefits and potential audience of specific media offerings to potential clients
- Ensuring timely query resolution within TAT and managing escalations & resolving them and controlling the matrix
- Collaborating with other departments of client to ensure the CRM strategy works well for every aspect of the business
- Presenting an excellent image of the company & its services to customers, and coordinating with clientele and management at all levels
Assistant General Manager
Ozone Group
Bengaluru
06.2019 - 04.2020
- Key Result Areas:
- Generated prospect for buyer leads, converted leads to appointments, closed agreements, and conducted high-level fiduciary needs analyses
- Presented homes & properties that meet clients’ needs, identified best options to meet those needs, refined needs along the way
- Consulted with clients to ensure fiduciary service of the real estate transaction from initial contact through contract to closure, and provided counsel on market conditions, prices, and mortgage options
- Created a lists of properties with detailed specifications, & market through open houses, advertisements, networking, and relationships
- Negotiated with industry professionals and clients, reviewed contracts terms, and verified accuracy
Head Sales & CRM
AKR Industry
06.2017 - 05.2019
- Addressed all customers queries & complains, managed sales, organised exhibitions in different cities and closed deals
- Visited China for machinery detailing regarding parts upgrading process and other complaints
- Generated lead through social network
- Kalpataru (Head Office), Mumbai as Assisting Sales & CRM Mar’17
Team Member
SAP
- 06.2017
- Key Result Areas:
- Steered projects regarding all types of Coordination, Disputed Cases, RERA Documents, and so on, for, Implementation
- Managed the RM & Back-office Operations and ensured 100% collection, as per the demand raised
- Ensured highest level of customer satisfaction
Head
The Wadhwa Group
Mumbai
11.2013 - 10.2016
- Key Result Areas:
- Played a key role in ERP implementation & Loyalty Program Activation
- Steered Customer Life Cycle Management; ensured highest level of customer satisfaction dealing with back-office for other legal documents post possession activity (Asst
- Department) Society handover
- Administered collection as per demand invoices raised
- Liaised with various banks for project approvals & disbursals
- Coordinated for the dispersal of the payments of Business Associates
- Collaborated with JV partners with regards to the process fulfilment
- Developed process on Oracle System for Prabhadevi Project
Manager
Shapoorji & Pallonji & Co. Ltd
Mumbai
02.2013 - 11.2013
Manager Marketing & Sales
Runwal Group
Mumbai
09.2009 - 12.2012
- Key Result Areas:
- Headed a team of Assistant Sales Managers, & Executives
- Played a strategic role in Project Planning, Selling, Pre-selling & Pre-marketing prior to project launch
- Devised and implemented innovative advertising plans & strategies for enhancement of corporate brand
- Commanded complete management of events like MCHI Exhibitions
- Acknowledged as the leadingperformer in marketing of Real Estate Product with exclusive direct marketing on the sales counter
- Evaluated competition & market information to fine-tune the marketing strategies
- Focused on performance enhancement & productivity in order to achieve team target month-after-month
- Formulated strategies for marketing the real estate projects; planned & implemented marketing activities in coordination with Engineering Teams & other external agencies
Asst. - Manager
Marathon Group
Mumbai
08.2005 - 08.2008
- Recognized as the leading performer in marketing of Real Estate Product with exclusive direct marketing on the sales counter
- Played a key role in providing inputs for promotional activities prior to product launch
- Pivotal in organizing variouspromotional events which includesproduct launch, property exhibition and possession ceremony
Education
International MBA -
B.A. - undefined
01.2004 - 04.2005
Diploma - Fashion Designing
01.2006 - 04.2007
Skills
Personal Detailsundefined
Additional Information
- AGM-CRM , An achievement-driven professional with a passion for solving customer problems, building customer centric products and delivering the best value to the customer; targeting senior-level assignments in Customer Relationship Management in Real Estate Industry
Timeline
Assistant General Manager - Reliance Retail Industry, Reliance Jewels
11.2022 - Current
Assistant General Manager - JP Infra Pvt. Ltd
06.2021 - 11.2022
AVP - Artisans, Artisans Events
04.2020 - 05.2021
Assistant General Manager - Ozone Group
06.2019 - 04.2020
Head Sales & CRM - AKR Industry
06.2017 - 05.2019
Head - The Wadhwa Group
11.2013 - 10.2016
Manager - Shapoorji & Pallonji & Co. Ltd
02.2013 - 11.2013
Manager Marketing & Sales - Runwal Group
09.2009 - 12.2012
IITC - (Indian International Trade Center - Diploma, Fashion Designing
01.2006 - 04.2007
Asst. - Manager - Marathon Group
08.2005 - 08.2008
Bhartiya Shiksha Parishad U.P - B.A.,
01.2004 - 04.2005
Team Member - SAP
- 06.2017
Ural Federal University - International MBA,
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