Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Languages
Mobility
Personal Information
Timeline
Generic
MOHAMMED SIRAJ AHMED

MOHAMMED SIRAJ AHMED

Sangareddy

Summary

Dedicated and results-driven Senior CRM Manager with [11] years of experience in the construction industry, adept at developing and implementing effective customer relationship management strategies. Seeking to leverage proven expertise in CRM, team leadership, and construction industry knowledge to drive business growth and enhance customer satisfaction at a reputable construction company.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant General Manager CRM

Epitome Projects LLP
05.2024 - Current
  • Managed a team of CRM and Tele callers for Business Development and Getting revenue generation
  • Successfully resolved escalated customer issues and complaints, ensuring a positive resolution and preserving the company's reputation
  • Coordinating the Team for the Proper Scanning of the Application and The Documents of Customer and Monitoring the Tracker
  • Working proficiency with Advanced Excel, With Data Coordination’s
  • Process various types of incoming mortgage payments
  • Communicate with customers and third parties of loan modifications decisions based on investor guidelines
  • Collect, verify and analyse all documentation required for submitting files to underwriting
  • Analyses customer account status and history and perform necessary calculations to determine appropriate actions and payment plans
  • Managed a portfolio of loans in default, loan modifications, document validation, NPV modelling, second mortgage modifications, short sale and answer technical foreclosure questions
  • Responsible for creation and implementation of CRM process and structure
  • Ensuring delightful customer experience from the prospect to the handover stage for the customer
  • Responsible for Raising Demand Letter send to the customer as per the Stage of Construction
  • Ensuring timely query resolution within TAT and handling escalations and resolving them and controlling the matrix
  • Providing overview of various MIS and feedback for management review
  • Ensuring adherence to processes, policies & procedure within the TAT
  • Coordinating with various banks in order to facilitate the bank tie up for disbursement of loans to customers
  • Streamline processes between back office, RMs & Accounts
  • Measure team performance through collections
  • Meet all customers briefly on their visits to office/site
  • For exceptional customer cases, strictly follow Internal process
  • Assure customer files/data safely stored and no loss/misplacement of any important document
  • Assist team in meeting deadlines (agreements/registrations/payments)
  • Arrange for training of team member on technical skills (CRM, Spade, ERP, MS Office)
  • Assure all KYC (Pan card/passport/OCI) documents collected for all customers
  • Assure allotment/agreement process followed strictly
  • Assure team hands over important legal documents only to customers or their authorized personnel
  • Assure the maintenance & timely updation of Master sheet
  • Ensuring the maintenance & timely updation of allotment/agreement dates
  • Maintain the slab construction dates of all towers
  • Get timely updates from Architect & projects on plans/ changes – update team
  • Preparing the Ledgers to Obtain the NOC Form the Project Finance and Coordinating the Team to Complete the Work In the time Frame
  • Maintaining MIS pertains to Logins Sanction and Disbursement and Forwarding the reports to the Head office On Daily Basis
  • Collecting all the Required Documents from the customer based on the Profile and assessing the eligibility Processing with the Suitable Banks
  • Conducting Meeting with the Tele calling Team and Loan Executive Team with regards to the Documents Collection Logins and Sanctions on Day to Day Basis
  • Travelling Form Hyderabad to other Project Location for the Team Coordination to act as a Support Function for the Project Approval Related
  • Reporting to Vice President and Finance Director of the Company on the Week Basis For the End to end Process about the Collection and other Updates
  • Providing Documents and Kyc Training to the Agents for Documents Collection
  • Encouraging the team for the Productivity and Quality Work and Encouraging
  • Monitoring Office and Site teams’ daily work and checking their day reports
  • Monitoring overall customer complaints at all projects
  • Resolving customer issues
  • Coordinating with the Banker for the login to sanctions and Disbursements of Loans, Project Approvals, Part Payment Release, preparing all the Document Related to Disbursement, Obtaining NOC form the Project Finance Vendor
  • Coordinating with site engineers for customer issues, and attending meetings with staff and HO
  • Monitoring and responding to all queries posted in the Customer Care group wherever necessary
  • Monitoring and responding to all emails received
  • Updating Office Complaints master file with new complaints, parking issues, common issues, handover/ woodwork requests, pooja or clubhouse bookings, and approvals needed from HO
  • Monitor team for collecting Payment, for the Flats, final Quality Check and flat pictures once ready
  • Verifying all documents like possession letters, Agreement of Sales, Sale Deed, NOC modifications, maintenance payments, referral offers, etc
  • Before handing over the flat
  • Preparing monthly calendar schedule for site visits and office CC works
  • Updating possession analysis sheet monthly and preparing construction instructions based on agreement dates and current work status of the flats and getting it verified with the documentation department for accuracy
  • Coordinating with site engineers for closure of complaints/ readiness of new flats, for updating the complaints and construction instruction sheets, etc
  • Updating the monthly handovers of all sites in a consolidated sheet after checking the availability of all required documents like Zero billing, Maintenance advance, QC, etc., and taking necessary signatures from accounts, management & sales for issuing the Possession letters to customers
  • Co-ordinate with site CC Manager for daily Handling the Complaints/ Handovers and site issues of all Projects
  • With the design team for sending replies to modification queries from customers
  • Interacting with customers over the phone for any of their queries

Senior Manager CRM & Loans

NEBULA INFRASPACE LLP
03.2017 - 12.2023
  • Handling Team of 15 members, guiding them and motivating them to each the target
  • Taking care of Existing and New Customer
  • Maintain Relationship with the Corporate Clients
  • Handling HNI Customer and Holding good Rapo with the Clients
  • Handling Affordable segment Projects and providing Loan to them
  • Making Daily Activity
  • Updating the Daily Activity Prospectus and Generating Leads and converting them
  • Completing the work in responsible Manner
  • Ability to uphold the various tasks independently
  • Efficiently handle a large team of members for running major projects providing good customer service
  • Making Tele calling and generating Leads and taking feedback of the customer about the service
  • Taking Referrals
  • Coordinating with the Banker For the Project Approval and Process the Loan Application with Them Following form the login to Disbursement and Processing the File with in the Given TAT
  • Preparing the Ledgers to Obtain the NOC Form the Project Finance and Coordinating the Team to Complete the Work In the time Frame
  • Maintaining MIS pertains to Logins Sanction and Disbursement and Forwarding the reports to the Head office On Daily Basis
  • Handing The Client Base of 2670 Flats in Hyderabad Project and Chennai Project 6600 Flats and Ahmedabad Project and 2500 Flats and Dwaraka Luxury Villa 168 Client Base
  • Organizing Loan mela at the Project Site Coordinating with the Banker For the Smooth Processing for Client Loan Process
  • Collecting all the Required Documents from the customer based on the Profile and Assessing the eligibility Processing with the Suitable Banks
  • Handling customer Query with the Relates Loans and Other Process and Resolving with in the time Frame
  • Coordinating with the CRM Team and the Sales team for the Process Related Query and updating them with the Process
  • Providing Loan Documents Training to the Agents For Documents Collection
  • Encouraging the team for the Productivity and Quality Work and Encouraging them to get the Incentive on the Login
  • Coordinating the Team for the Proper Scanning of the agreements and The Documents of Customer and Monitoring the Tracker
  • Verifying the documents in the Day to Day Basis

Manager (Home loans & Mortgage)

TATA BUSINESS SUPPORT SERVICES PVT LTD
02.2016 - 03.2017
  • Company Overview: TBSS supports the Financial Products of TATA CAPITAL LIMITED –DIGITAL VERTICAL
  • Manage a team of 10 CRE`s and 3 Tele callers for sourcing the loan applications
  • Handling PL and HL for TATA CAPITAL and process for disbursement
  • Train CRE`s and Tele callers from time to time and update them with product
  • Handle critical cases directly and clear the queries of the customers
  • Assisting the team in field to support them in closing the cases in time and reduce the TAT
  • Prepare daily, weekly and monthly MIS and send them to the management
  • Assist TATA CAPITAL Operation team to in clearing the PL and HL cases up to the Disbursement level
  • Handle online leads and close the loan applications within the TAT
  • To support the aggregators to identifying the new areas to source the business
  • To update the product to the all aggregators from time to time
  • Assist TATA Team in organizing the road shows and arrange kiosks and organize events at various locations
  • Consistently procured the business and stood at 3 level PAN India
  • To support the teams in cross sell with in the products
  • Reporting to AVP in TBSS and NSM in TATA CAPITAL LTD
  • To train the aggregators team on the product from time to time
  • Conduct mystery visits and check CRE`s movements in the field
  • TBSS supports the Financial Products of TATA CAPITAL LIMITED –DIGITAL VERTICAL

Customer Service Manager

INDUSIND BANK LTD
08.2014 - 08.2015
  • Developed and executed innovative CRM strategies, resulting in a 15% increase in customer satisfaction and a 20% rise in customer retention rates
  • Led a high-performing team of CRM professionals, providing mentorship, performance evaluations, and fostering a customer-centric work culture
  • Collaborated with marketing and sales teams to design targeted campaigns based on customer segmentation and preferences, driving a 25% improvement in campaign effectiveness
  • Implemented CRM software enhancements and integrations, optimizing data management and streamlining processes, leading to a 30% increase in team efficiency
  • Conducted regular data analysis to identify customer trends and opportunities, enabling data-driven decision-making for new product launches and service improvements
  • Established and managed customer feedback mechanisms, capturing valuable insights to drive continuous improvement initiatives and reduce customer complaints by 20%

Customer Relation Officer

ICICI BANK
05.2013 - 07.2014
  • Provided personalized service to a diverse portfolio of customers, maintaining strong relationships and ensuring high levels of customer satisfaction
  • Assisted customers with various banking transactions, including account openings, fund transfers, and loan applications, ensuring accuracy and compliance with bank policies
  • Resolved customer inquiries, concerns, and complaints promptly and professionally, resulting in a 95% customer issue resolution rate
  • Actively promoted bank products and services to existing and potential customers, contributing to a 10% increase in cross-selling and upselling opportunities
  • Conducted customer needs assessments to identify suitable banking solutions, tailoring offerings to match individual financial goals and preferences
  • Collaborated with the sales team to identify new business opportunities and target potential clients, leading to a 15% growth in the customer base
  • Educated customers about digital banking options, encouraging the adoption of online and mobile banking services, leading to improved customer engagement and reduced operational costs
  • Assisted in organizing and participating in customer outreach and promotional events to enhance brand awareness and customer loyalty

Education

Post Graduation - Commerce

Periyar University
01.2013

Graduation - Commerce

Osmania University
01.2010

Intermediate - Commerce

Nagarjuna Jr College
01.2007

High School -

ST Mary’s High School
01.2005

Skills

  • Team leadership expertise
  • Employee Scheduling
  • Business operations knowledge
  • Workflow Coordination
  • Employee Relations
  • Training and development skill

Certification

  • Professional Certificate in Customer Relationship Management
  • Certified Strategic Brand Management
  • Certified Sales force Fundamentals Specialization
  • Indus Pro Certified in Customer Service Management

Disclaimer

I hereby declare that the above-mentioned information is correct and true as per my knowledge.

Languages

Excellent, Excellent, Excellent

Mobility

Willing to relocate anywhere in any environment and flexible to work in any atmosphere.

Personal Information

  • Age: 35
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married
  • Religion: Islam (Muslim)

Timeline

Assistant General Manager CRM

Epitome Projects LLP
05.2024 - Current

Senior Manager CRM & Loans

NEBULA INFRASPACE LLP
03.2017 - 12.2023

Manager (Home loans & Mortgage)

TATA BUSINESS SUPPORT SERVICES PVT LTD
02.2016 - 03.2017

Customer Service Manager

INDUSIND BANK LTD
08.2014 - 08.2015

Customer Relation Officer

ICICI BANK
05.2013 - 07.2014

Post Graduation - Commerce

Periyar University

Graduation - Commerce

Osmania University

Intermediate - Commerce

Nagarjuna Jr College

High School -

ST Mary’s High School

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MOHAMMED SIRAJ AHMED