Vrashank Bhardwaj

Projects Heading: Gaur City Mall, Gaur City Centre, Gaur City - 1 & 2, Saundaryam, Sportswood, Atulyam

• Leading various teams such as RERA Compliance team, CRM team, Emailing team, Call Centre team and Possession team at site.
• Directly interacting and communicating with the customers for customer support, redressing complaints and grievances through effective services.
• Ensuring adherence of all CRM operations including but not limited to issuing allotment letters, assist in loan disbursement, execution of agreement, outstanding recovery etc moreover resolving customer concerns in co-ordination with design and projects teams.
• Handling the RERA conciliation cases and complying as per the RERA guidelines.
• Key emphasis on to reduce walk-in of existing customers and provide them solution over phone call and email.
• Engrossed in cross selling and converting customer for upgrading the unit which benefits in increase of revenue and collection of company.
• Engaged in negotiating with escalated customers, studying case and representing in front of management with feasible solutions, once approved by the management subsequently getting the settlement signed from the customer post negotiation.
• Part of core collection and banking team wherein pushing up the team to get the collection and attaining targets.
• Intimating customers for commencement of maintenance, collecting the maintenance amount before issuing the No Dues Certificate.
• Providing report to the management every fortnightly of No Dues and Handover of flats and discussing the issues, grievances of customers.
• Responsible for lining up the smooth operations of physical possessions at site.
• Communicating with clients and collecting information to settle case and preparing settlement offers accordingly by coordinating with management and teams.
• Supervising various teams and assisting them in Maintaining MIS of all queries and legal cases moreover assisting in maintaining all cases summary in an organized manner.
• Liaising with various government authorities including local departments & other authorities whenever required.
• Maintaining good co-ordination with all internal departments of the company and liaise with external people for regulatory work as and when required and identifying any risks in the real estate documentations.
• Keeping a track on regulatory and compliance-related requirements.
• Addressing, giving training and motivating team while taking sessions weekly.
• Building and maintaining strong relationships with customers, identifying their needs, and providing exceptional service to resolve their grievances.
• Assisting in preparing reports & utilizing data-driven insights to optimize customer journeys to enhance the overall customer experience.
• Analyzing & Visualization Data for customer segmentation in order to provide appropriate solution by presenting analytical & problem-solving services with strong presentation abilities

• Responsible for resolution of escalated matters by team for Customer’s grievance with in TAT and to provide after sales services keeping in view of generating business from existing clients & achieving profitability
• Engaged in offering the Possession of Project “Grand Ajnara Heritage”
• Responsible for strategy formulation and implementation to increase collection, ensure regular follow up with customers, brokers and banks by way of phone calls, emails, reminders, pre-cancellation letters etc
• Execution of TPA, issuance of PTM, NOC from project funded bank and mark the property lien for timely disbursement
• Overall responsible for post-sales activities and back-end operations of projects including booking login, issuance of Allotment Agreement till execution, refunds, cancellations, recovery & collections, final demand notice, reminders, and offer of possession till registry
• Fetching the data from SAP and collating the same to furnish the updated MIS to the upper and middle management with forecasting of collection as per the milestones
• Ensuring by taking necessary approvals from Authorities that the customer’s dues with interest and Holding Charges are settled before registry
• Coordinating with Site in charge for getting the flat ready with respect to the committed specification of items to be given within the stipulated time period
• Managing and allocating parking slots as per the type committed in agreement and updating the maintenance team to provide the sticker of the same
• Updating maintenance team in regards to the commencement of Maintenance Charges.

• Co-ordinating with Associates regarding Inventory besides updating them with changes occurring in the Project
• Co-ordinating with Management clients as per instructions given by the management
• Furthermore processing the cases like Name Addition/Deletion, Unit Shifting and Cancellation till the accomplishment
• Updating the internal sales force team with the current changes emerged in Project so that login could be done with the accuracy in the software
• Generating demand manually and examining on dispatching of documents like Welcome letter along with the Gift, Payment receipts, Demand letter, Allotment letter and subsequently getting software updated with the dispatch details
• Managing the booking and collection report by coordinating with the Sales team and relationship managers
• Updating management regarding collection, demand, and inventory.

• Was engaged in Offering Possession of two their major projects i.e Mahagun Mascot and Mahagun Puram
• Generating Offer of Possession and dispatching it to the respective customers
• Attending, solving queries and grievances of the customers post receiving of the letters
• Fixing up of appointments with the clients for document submission and possession signing Keeping a regular check up with the customer during signing process and ensure a smooth and comprehensive execution
• Also coordinates with site in charge for getting the flat ready in all terms
• Maintaining a good rapport with the clients post registry so that we may attain and enhance cliental base directly through customer propagation
• Coordinating with registry team & customer till registry appointment fix up
• Processing of Note for Approval(s) as per the requirement.

• Job Profile includes all day to day activities related with the Post Sales up to the Possession of the project:
• Ensuring Customers Problems related to construction is sorted out before registry
• Taking care of all grievances of the customers related to Project and Bookings;
• Coordinating with all concerned departments like Sales, Legal, Finance
• Handing over of flat to the end customer as per given instructions
• Responsible for making the flat ready from Pre final stage to Final stage into the given time frame
• Manage and ensure high level of client serving
• Forwarding the feedback from customer to the management.