MONICA SINGH
Real Estate CRM
Thane,MH
Summary
Manager- CRM leading real estate CRM across customer lifecycle, collections, and post-sales closure for residential projects. Manages RERA compliance, legal documentation, bank coordination, and possession handovers while resolving escalations through final settlement. Strengthens customer retention by keeping allotment, recovery, transfer, and society-formation processes aligned end to end.
Overview
2
2
Languages
17
17
years of professional experience
Work History
Manager- CRM
House of Hiranandani
10.2020 - Current
- Assessing and implementing effective CRM solutions with an aim to enhance customer contentment and consequently customer loyalty, repeat and referral business.
- Efficiently handling issues raised by customers and finding appropriate resolutions for the same.
- Handled customer issues, ensuring timely and satisfactory resolutions.
- Oversaw after sales functions until property possession, managing transfers, cancellations, recoveries, and client correspondence.
- Established, maintained and expanded customer base
- Handled customers queries and disputes & coordinating with possession team for post possession issues
- Involved in Handing Over of Co-Operative Societies after possession
- Post formation of the society, responsible for maintaining records of stock flats and ensuring the timely release and payment of maintenance charges and property tax for unsold inventory units.
- Prepare the monthly and quarterly plans for collection expected due to banks and financial institutions
- Adhering to RERA compliance and regulations for all the projects.
- Coordinating with auditors internal & external for any queries raised by auditor
- Guided customers through TDS payment procedures to ensure compliance with tax regulations.
- Guided customers through the process of downloading and verifying Form 16B to track TDS credits received against property transactions.
- Guided NRI customers through stamp duty and registration payments on GRAS portal, ensuring compliance and accuracy.
Deputy Manager- CRM
Acme Housing India Private Limited
10.2012 - 09.2020
- Managing existing customer base (1200+) of Acme Projects.
- Coordinate directly with banks for mortgage-related documentation, NOC issuance, and compliance requirements — acting as the primary bridge between clients and financial institutions
- Coordinated with multiple banks for project approvals (APF), facilitating seamless home loan processing for customers by ensuring project documentation was pre-approved, thereby reducing documentation requirements and expediting loan sanction approvals.
- Handled flat registrations, stamping, ownership transfers, terminations, and society formation documentation to ensure compliance and customer satisfaction.
- Draft and issue allotment letters, payment demand notices, slab completion updates, and possession communications.
- Managed proactive recovery calls for arrears and property tax collections, fostering strong client relationships through a professional, empathetic approach.
- Resolve customer escalations through structured redressal owing issues end-to-end until full closure
- Coordinated with customers, bankers, and the internal team to track fund disbursements based on demand.
- Coordinated with multiple banks for project approvals (APF), facilitating seamless home loan processing by ensuring pre-approval of project documentation, thus expediting loan sanction approvals.
- Ensuring tracking of disbursements of funds as per demand with proactive & proper coordination with customers, bankers and the internal team
Home Loan Consultant
HDFC SALES Private Limited
01.2011 - 08.2012
- Retained existing customers and acquired new business with Territory Manager, enhancing customer satisfaction and driving business growth.
- Scheduled and coordinated customer meetings, guiding clients on eligibility criteria and required documentation to facilitate smooth loan processing.
- Coordinated customer meetings and guided clients on eligibility criteria and required documentation, ensuring smooth loan processing.
- Resolved customer queries and concerns promptly, upholding high service standards and ensuring customer satisfaction.
Customer Care Executive
Sulekha.Com
10.2009 - 01.2010
- Promoted online advertising solutions to SMEs, corporate clients, and other business segments, enhancing customer acquisition and contributing to revenue growth.
- Promoted online advertising solutions to SMEs, corporate clients, and other business segments, driving customer acquisition and revenue growth.
- Generated qualified leads through market outreach, prospecting, and client engagement activities
- Coordinated with Business Development Executives to facilitate lead conversion and optimize campaign execution.
- Coordinated with Business Development Executives to ensure effective lead conversion and campaign execution.
- Provided exceptional customer service by actively listening to client needs, addressing queries, and fostering a positive customer experience.
Education
B.Com - Banking & Insurance
University 2009
Mumbai01-2009
H.S.C - Commerce
MH State Board
Mumbai, India01-2006
S.S.C -
MH State Board
Mumbai, India01-2004
Skills
Real estate CRM
Allotment & possession
Bank & NOC coordination
Mortgage documentation
Escalation management
Collections management
Society formation
Regulatory compliance
Property registration
Post-possession support
Timeline
Manager- CRM
House of Hiranandani
10.2020 - Current
Deputy Manager- CRM
Acme Housing India Private Limited
10.2012 - 09.2020
Home Loan Consultant
HDFC SALES Private Limited
01.2011 - 08.2012
Customer Care Executive
Sulekha.Com
10.2009 - 01.2010
B.Com - Banking & Insurance
University 2009
H.S.C - Commerce
MH State Board
S.S.C -
MH State Board
Reading Novels Swimming
I enjoy reading novels, which helps improve my communication and understanding of different perspectives. I also enjoy swimming, which helps me stay disciplined, focused, and maintain a healthy work-life balance. I am a quick learner, adaptable, and always eager to take on new challenges and grow professionally.