Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Lolita D’Souza

Lolita D’Souza

Mumbai

Summary

Dynamic service head with a proven track record at Lodha, excelling in project management and customer service. Spearheaded the successful closure of over 200 possessions, enhancing operational efficiency and client satisfaction. Recognized for strategic planning and conflict resolution, driving loyalty revenue and achieving key service metrics consistently.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Service Head

Lodha
Mumbai
07.2023 - Current
  • Promoted as a service head to manage new and growing outstation markets in Pune and Bangalore, along with the already established and expanding Eastern and Navi Mumbai Market
  • Manage a team of 20 relationship managers handled by two team leaders along with one possession strategy reporting to me
  • Have been entrusted to pilot and manage the Lodha Voucher Programme handled by two resources
  • Being a service head for 4 major markets has been a glorious learning year
  • Have been instrumental in ensuring key service parameters like, call handling, NPS, repeats and SLAs are met month on month along with achieving the loyalty revenue numbers
  • Have worked closely with the strategy, sales, CM, HPM team across all markets to simplify sales, design, and sustenance process especially in new regions like Pune & Bangalore
  • Been a design SPOC for CE team and have formed the design process automation to capture home modifications across projects in Lodha
  • Have been instrumental in designing play books around critical customer complaints related to delayed possession, change in development plans, and change in layouts etc
  • Encountered in Pune projects thus releasing customer angst
  • During my tenure have been awarded twice for LACE awards for contribution in coordination to Bangalore sales and Pune Loyalty performance for the year

Manager

Lodha
Mumbai
04.2019 - 07.2023
  • For the work done in the World Towers was provided a chance to handle a complete tower in possession at Lodha NCP market, had a successful run of closing more than 200 possessions in just 6 months which was the fastest in possession history for any tower in Hi-End brand
  • Further took the proactive effort of understanding the long standing legal concerns in the 1st four towers in Lodha NCP
  • Took the mantle of resolving the 37 cases in litigation with us and managed to close 50% of them with minimal settlement offers ensuring the interest of the company is not lost
  • Highlighted a number of apartment and project related concerns at the site which helped in streamlining the possession process and ensuring the smooth communication flow between the CC and the site team
  • In the absence of a TL at Lodha NCP was fortunate to grab the opportunity of handling the market as a one man show for 3 months since Nov'19 to Jan 2020
  • Was awarded a level up promotion for the above efforts and was thrown the challenge of handling the escalations for possession concerns at South Bombay and Harbour Market which consist of 2 Major developments - Lodha Park and Lodha New Cuffe Parade
  • Grabbed the opportunity to mentor new associates entering in the team, successfully mentored 2 associates who have shown tremendous improvement and have shown visible results
  • Piloted a new project which was introduced to achieve maximum sale of already ready inventory in RTMI property called 25 25 50 scheme
  • Was responsible to initiate process of automation by liaising with IT team and create workflows for the process
  • Further took the opportunity of making the process live and training associates in the hi-end desk
  • Was specially complimented and appreciated for the effort taken to ensure the process is a 100% success in Lodha NCP
  • Currently given the opportunity of introducing the process in the Park team
  • Promoted to Service Head from Team Leader in 2 years
  • One level up promotion from deputy manager to manager in less than 2 years
  • Selected to handle escalations and legal cases, also to resolve apartments which have been in the delayed possession bucket for long
  • Successful run of closing possessions in Lodha Estrella in NCP

AGM

Lodha
Mumbai
04.2021 - 06.2023
  • Handled and manage a team of 12 to 16 team members providing world class service to our cliental in the South Mumbai market
  • Handling projects like The World Towers, Lodha Park, Lodha Bellevue, Lodha Vista, New Cuffe Parade, Lodha Venezia, and Pinnacle Heights
  • Have been instrumental on ensuring the team brings in the highest revenue for the Yr
  • 20-21 (45Cr), by way of Loyalty
  • Have been part of the closing on possessions for Lodha Park, The World Towers and New Cuffe Parade
  • Have played a pivotal role in handling the complex process of MMRDA NOC for NCP
  • Have been a design SPOC for Luxury & Premium base, coordinating modifications, changes in layout, design request etc
  • Have managed Lodha Park being the most complicated project in terms of expanse, project delays & subsequent legal & commercial complications & have successfully completed possession of around 1800 residents and still counting
  • Have been an important resource in giving automation suggestions and incorporations
  • Have been blessed to work and coordinate with various departments like legal, accounts, design, liaison, construction management etc
  • To assist in complex customer queries and complaints
  • Been instrumental in helping the collections team in cracking defaults on some of the complex accounts thus bringing in revenue
  • Awarded the best TL in the recent quarterly awards

Deputy Manager

Lodha
Mumbai
12.2018 - 03.2019
  • During my tenure as a relationship manager to luxury brand, got an opportunity to serve clients in The Word Towers
  • Worked in the life cycle module which helped me in working with my clients through their journey from booking of his apartment to the possession of his dream house
  • The opportunity helped me in understanding and guiding my clients through the tedious registration process, to understanding the regulations around taxes etc and smoothly handing over the customer his dream home
  • Being a luxury project have managed clients who have been well known in the business circles like Tiki Tar Industries, Ruch Green, Rosemelta, Ican Investments
  • Got an opportunity to provide quality service to some of the prominent names in their respective fields like Mr
  • Porus & Noshir Kaka, Mr
  • Heet Dholokia, Ms
  • Schauna Saluja and many more
  • Being luxury it was imperative to ensure the clients had one point of contact and were being serviced at all times and not being confined to regular business hours
  • Along with the above, had opportunity to work closely with the legal department on legal responses on any notices or grievances raised by our high end customers
  • This helped me in understanding the vast legal nitty gritties of our real estate market and the laws of the land
  • As I was a single point of contact, that gave me an opportunity to work on collections, helping our clients with options with loans & funds to ensure there is regular in flow of monies
  • Face to Face conversations with our clients who would want to meet in person to resolve and conclude on matters important to them
  • During my tenure at Lodha NCP, was given the opportunity of completing quick handovers of phase II project, Lodha Estrella, and clear the sticky clients of Lodha Venezia and Golflinks so to ensure 100% possession of these towers
  • NCP helped me get exposed to some of the high level legal concerns around MMRDA approved projects, difference in carpet areas and how they need to be read out and explained to a client
  • It challenged and broadened my thinking in handling escalations regarding readiness of apartments, amenities or overall project
  • Dealing with some of our customers who have been waiting for their dream home for years together helped me to relate to their apprehensions and fears
  • This taught me of how they can be taken into confidence and keep proactively updating them about their house to ensure these clients do know that someone at their builders end do care about their investment
  • Was selected for high end project however with one month of my tenure, looking at my potential was handed over the opportunity to handle luxury project The World Towers
  • Single handledly handled the World Crest Tower and have successfully completed 200+ possessions in 8 months
  • Was again promoted to handed the World One project and have successfully helped in onboarding 10 customers along with competing 90+ possessions in the tower
  • Was awarded the best performer award within 6 months of my tenure at Lodha
  • Appreciated by clients for quick response and follow ups
  • Was given the challenging job of maintaining the in house data for the World Towers and have been appreciated for managing the same
  • Was given the added responsibility to be the SPOC in the smooth transition of getting sign offs from various departments for all high end projects and thus co coordinating with various levels to ensure clear closure of books of accounts and subsequent release & execution of possession formalities
  • Handed over the World Crest tower with 99.97% handover and helped complete the society handover
  • Was appreciated by the higher management for the quick turnaround of handovers, hence given the opportunity to handle the most important and difficult project of New Cuffe Parade

Team Leader

Tech Mahindra Business Services Limited
05.2010 - 11.2018

Team Coach

Tech Mahindra Business Services Limited
02.2008 - 05.2010

Advisor

Tech Mahindra Business Services Limited
02.2007 - 02.2008

Education

MBA - Operations Management

Symbiosis International University
Pune

Skills

  • Project management
  • Data analysis
  • Process improvement
  • Customer service
  • Team collaboration
  • Conflict resolution
  • Operational efficiency
  • Strategic planning
  • Advanced [language] ability
  • Quality assurance
  • Upselling
  • Staff motivation
  • Work Planning and Prioritization
  • Resource allocation
  • Goal oriented

Accomplishments

  • Awarded twice for LACE awards for contributions in coordination to Bangalore sales and Pune loyalty performance for the year 2023-24
  • Awarded the best team leader in the quarterly awards for the year 2021-22

Certification

  • Collaborating with Microsoft 365
  • Six Sigma White Belt
  • Project Management Foundations

Languages

Konkani
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Marathi
Advanced (C1)
C1

Timeline

Service Head

Lodha
07.2023 - Current

AGM

Lodha
04.2021 - 06.2023

Manager

Lodha
04.2019 - 07.2023

Deputy Manager

Lodha
12.2018 - 03.2019

Team Leader

Tech Mahindra Business Services Limited
05.2010 - 11.2018

Team Coach

Tech Mahindra Business Services Limited
02.2008 - 05.2010

Advisor

Tech Mahindra Business Services Limited
02.2007 - 02.2008

MBA - Operations Management

Symbiosis International University

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Lolita D’Souza