Pallavi Shendge
Senior CRM & Sales Manager – Real Estate
Pune,MH
Summary
Senior CRM & Sales Operations professional with 15+ years' experience
in real estate development, managing end-to-end customer lifecycle,
CRM operations, sales coordination, collections support, and handover
processes. Expert in large residential portfolios, client escalations,
stakeholder coordination, and process improvement, with a strong
focus on customer experience, compliance, and operational excellence.
Seeking a senior CRM / Sales Operations role with a reputed Dubai based
developer.
Overview
16
16
years of professional experience
2
2
Languages
Work History
Senior Manager – CRM & Sales Operations
NYATI GROUP
01.2022 - Current
- Managed end-to-end CRM operations for multiple large-scale residential projects, handling customers' bookings, agreements, collections, and possession stages.
- Acted as the single point of contact between sales, accounts, projects, and customers to ensure smooth transaction flow, and timely resolution.
- Oversaw customer documentation, agreement execution, payment follow-ups, and coordination with finance teams to support on-time collections.
- Led handover and possession processes, ensuring compliance with internal SOPs, and customer satisfaction benchmarks.
- Handled high-value client escalations, resolving issues related to delays, documentation, and coordination with cross-functional teams.
- Prepared and presented CRM MIS reports to senior management, improving visibility on customer status, receivables, and project readiness.
- Supported sales leadership with process streamlining, improving response time and reducing customer complaints.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
Assistant Manager – CRM / Sales Coordination
KUMAR PROPERTIES
01.2015 - 09.2022
- Managed CRM activities for residential projects, coordinating with sales teams from booking to possession.
- Handled customer communication, agreement coordination, and internal approvals.
- Supported sales closures through accurate documentation, CRM updates, and timely follow-ups.
- Coordinated with channel partners and internal teams to maintain customer data accuracy and reporting.
Sales Executive
NYATI GROUP
01.2010 - 12.2014
- Supported sales and CRM operations for residential real estate projects.
- Assisted in customer handling, site coordination, and basic documentation processes.
Education
BBA - Marketing Management
D Y Patil University
Mumbai, IndiaAdvanced Digital Marketing Certification - undefined
IIDE
Skills
Customer Relationship Management (CRM) & Client Engagement
Client Retention, Loyalty Programs & Customer Experience Management
End-to-End Customer Lifecycle Management (Booking to Handover)
Booking, Agreement Execution, Handover & Possession Operations
Customer Escalation Handling, Complaint Resolution & Grievance Management
Service Level Agreement (SLA) & Turnaround Time (TAT) Management
Management Information System (MIS), Data Analysis & Reporting
Cross-Functional Coordination with Sales, Legal, Finance & Site Teams
Real Estate Documentation, Compliance & Record Management
Collections Coordination, Payment Follow-ups & Revenue Support
High-Value Client Management & Bulk Booking Support
Process Improvement, SOP Implementation & Compliance Management
Timeline
Senior Manager – CRM & Sales Operations
NYATI GROUP
01.2022 - Current
Assistant Manager – CRM / Sales Coordination
KUMAR PROPERTIES
01.2015 - 09.2022
Sales Executive
NYATI GROUP
01.2010 - 12.2014
Advanced Digital Marketing Certification - undefined
IIDE
BBA - Marketing Management
D Y Patil University
DECLARATION
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.