Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Hobbies & Interest
Timeline
Generic
Nilesh Ghutka

Nilesh Ghutka

Mumbai

Summary

Personable and dedicated Customer Service Representative with extensive experience in Customer Services across multiple business lines. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

18
18
years of professional experience

Work History

Customer Relations Manager

Godrej Properties Ltd
Mumbai
02.2023 - Current
  • Coordinated with other departments to ensure that all necessary information was shared with customers promptly and accurately.
  • Assisted customers with inquiries via telephone, email, or online chat.
  • Conducted regular staff meetings to discuss customer feedback, complaints, and suggestions.
  • Established relationships with key stakeholders within the organization to ensure effective problem-solving approaches.
  • Provided advice on best practices when dealing with dissatisfied customers.
  • Facilitated team discussions about ways to improve the company's overall approach to managing customer relations.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Customer Relationship Manager

L&T Realty Ltd
Mumbai
03.2022 - 02.2023
  • Maintained detailed records of customer interactions, transactions, comments, and complaints.
  • Collaborated with other departments within the organization to ensure customer satisfaction.
  • Tracked performance metrics related to customer service activities such as response times, resolution rates.
  • Utilized CRM tools effectively in order to manage relationships with customers.
  • Responded promptly to all incoming calls, emails, letters, or other communications from customers.
  • Created detailed reports outlining key insights gained from analyzing customer feedback data.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Customer Relations Manager

Lodha Developers Ltd
Mumbai
07.2018 - 03.2022
  • Monitored customer service standards to ensure high levels of customer satisfaction.
  • Established relationships with key stakeholders within the organization to ensure effective problem-solving approaches.
  • Coached and motivated new employees, driving performance development within team.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Produced thorough, accurate and timely reports of project activities.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Team Manager

J P Morgan Chase & co.
Mumbai
04.2017 - 06.2018
  • Developed and implemented team-building strategies to promote collaboration and cohesion.
  • Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
  • Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
  • Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
  • Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
  • Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
  • Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
  • Motivated team members to consistently achieve or exceed performance expectations.
  • Delegated work assignments and prioritized tasks.

Team Leader Manager

Tech Mahindra Business Services Ltd
Mumbai
02.2010 - 02.2017
  • Assigned and monitored daily tasks for team members.
  • Provided guidance, coaching, and feedback to team members.
  • Organized team meetings to discuss progress and challenges.
  • Maintained records of employee performance reviews.
  • Ensured compliance with company policies and regulations.
  • Analyzed data trends to identify opportunities for improvement.
  • Identified areas where teams could improve their skillset.
  • Promoted a culture of collaboration within the team.
  • Delegated work assignments and prioritized tasks.
  • Coached team for success by using corrective action processes.

Senior Service Advisor

Intelenet Global Services Ltd.
Mumbai
01.2009 - 01.2010

Senior Customer Service Representative

IBM Daksh Business Services Ltd
Mumbai
04.2006 - 01.2009
  • Conducted customer service training for new hires.
  • Developed and implemented customer service policies and procedures.
  • Resolved escalated customer complaints in a timely manner.
  • Ensured compliance with applicable laws and regulations related to customer service.
  • Created marketing campaigns designed to increase sales and promote brand awareness.

Education

Bachelor of Commerce - Accounting

Mumbai University
Mumbai
04-2006

Skills

  • Strategic Thinking
  • Customer Surveys
  • Vendor Relationship Management
  • Business Operations
  • CRM Software
  • Customer Service
  • Customer Relationship Management
  • Decision-Making
  • Team Management
  • Paperwork Processing
  • Customer Relations
  • Cross-Selling and Up-Selling
  • Cross-Functional Communication
  • Customer Complaints Escalation

Accomplishments

  • Highest Loyalty Revenue generation for FY 23-24 - 34Cr
  • Highest Collection of Interest after negotiation for FY22-23 1.8Cr
  • Top Collector of the month on multiple occasions
  • Specialized in collections negotiations and Interest closures
  • Promoted To Team Leader at Two organizations
  • Managed 18+ team members across teams

Languages

Gujarati
First Language
Hindi
Upper Intermediate (B2)
B2
English
Proficient (C2)
C2
Marathi
Intermediate (B1)
B1
Sindhi
Intermediate (B1)
B1

Hobbies & Interest

  • Cricket , Chess
  • Started reading again
  • Music,Movies
  • Wandering, Foodie

Timeline

Customer Relations Manager

Godrej Properties Ltd
02.2023 - Current

Customer Relationship Manager

L&T Realty Ltd
03.2022 - 02.2023

Customer Relations Manager

Lodha Developers Ltd
07.2018 - 03.2022

Team Manager

J P Morgan Chase & co.
04.2017 - 06.2018

Team Leader Manager

Tech Mahindra Business Services Ltd
02.2010 - 02.2017

Senior Service Advisor

Intelenet Global Services Ltd.
01.2009 - 01.2010

Senior Customer Service Representative

IBM Daksh Business Services Ltd
04.2006 - 01.2009

Bachelor of Commerce - Accounting

Mumbai University
Nilesh Ghutka