Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Personal Information
Timeline
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Prasad Chaudhary

Prasad Chaudhary

Mumbai

Summary

Dynamic Customer Experience Manager with a proven track record, excelling in customer relationship management, and problem-solving. Enhanced customer satisfaction through effective communication and timely issue resolution, maintaining a low debtor percentage. Adept at team collaboration and task prioritization, driving exceptional service delivery and fostering positive client interactions.

Overview

14
14
years of professional experience

Work History

Customer Experience Manager

Avant Group
Mumbai
10.2024 - Current
  • Executed standard processes for service activities, including welcome calls and emails.
  • Resolved issues promptly to prevent escalation, addressing irate customers and clarifications.
  • Collected dues from customers while maintaining a low debtor percentage.
  • Ensured demand letters were dispatched upon milestone completion dates.
  • Facilitated timely execution of allotment letters, agreement registrations, and bank NOCs.

Manager Customer Experience

Piramal Realty
Mumbai
02.2024 - 09.2024
  • Ensure a uniform customer experience through standardized processes.
  • Promptly respond to customer calls and emails.
  • Welcome call, welcome email, payment schedule, etc.
  • Timely execution of Allotment Letter, Agreement Registration, and Bank NOC.
  • Possession experience with the highest level of customer satisfaction.
  • Liaising with the project team on flat readiness and ensuring possessions are scheduled accordingly.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Business Proprietor

Gurudev Mobile and Accessories
01.2023 - 01.2024
  • Company Overview: (Proprietorship)
  • Marketing of Products on Amazon, Flipkart, and Paytm etc.
  • Ensuring timely shipping of products with proper packaging.
  • Dealership in selling and buying refurbished phones with Cashify, Sahi value, Croma, Reliance Digital Etc.
  • Quality check on delivered and returned products.

Deputy Manager - Customer Service

Sunteck Realty Pvt Ltd.
Mumbai
08.2021 - 12.2022
  • Follow set processes on various service activities, i.e.
  • Welcome call, welcome email, payment schedule, etc.
  • Timely resolution of any issues and control further escalation, e.g.
  • Irate customers, customers requiring further clarifications, exceptions, etc.
  • Collection of dues from the customers, 16B Follow up, maintain a low debtor's percentage.
  • Ensure Demand Letters are sent upon the milestone completion date.
  • Timely execution of Allotment Letter, Agreement Registration, and Bank NOC.

Senior Underwriter (Analyst)

First Source Advantage LLC
Mumbai
08.2020 - 08.2021
  • Worked for Freedom Mortgage as a Loan Origination Underwriter.
  • Reviewing credits and assets part of underwriting.
  • Reviewing the bank statements, credit report, appraisal report, title report, VOE, tax return, divorce decree, purchase contract, and 1003.
  • Completing underwriting tasks on a daily basis for the assigned loans, FHLMC and FNMA.
  • Review and submit loan for either conditional or final approval.
  • Review fraud guard report or fraud alerts.
  • Maintain knowledge of all applicable agency and non-agency underwriting guidelines.

Associate Manager - Customer Service

Lodha Group
Mumbai
10.2017 - 08.2020
  • Ensure a uniform customer experience through standardized processes.
  • Promptly respond to customer calls and emails.
  • Follow set processes on various service activities, such as welcome call, welcome email, payment schedule, etc.
  • Timely resolution of any issues and control further escalation, e.g., irate customers, customers requiring further clarifications, exceptions, etc.
  • Collection of dues from the customers, 16B Follow up, maintain a low debtor's percentage.
  • Pre-intimation to customers before milestone is achieved.
  • Ensure Demand Letters are sent upon the milestone completion date.
  • Timely execution of Allotment Letter, Agreement Registration, and Bank NOC.

Relationship Manager, Collateral Based Solutions

Ocwen Financials Solution Pvt Ltd.
Mumbai
06.2013 - 10.2017
  • Preparing discount payoff agreements and missing documents letter for short sale and deed-in-lieu.
  • Helping teammates to improve their efficiency by helping them to understand and overcome their process-related queries.
  • Calling out the realtors for document collection and assigned as negotiator until the short is completed.

Senior Team Member

Bank of America
Mumbai
06.2011 - 06.2013
  • Training Team Members: Conducting sessions and training OJT batches after being promoted as Senior Team Member.
  • Monitoring and Feedback: Monitoring calls of advisors on a day-to-day basis in order to analyze, evaluate, and provide feedback to the associates.
  • Team Briefing: Conduct team briefings to provide specific inputs and address specific issues, customer complaints in a more personalized session.

Education

Bachelors in commerce -

Dalmia College, Mumbai University
Mumbai, India
10.2011

High School Certificate -

Prahladrai Dalmia Lions College of Arts & Commerce
Mumbai, India
03.2008

Secondary School Certificate -

St. Anthony's High School
Mumbai, India
03.2006

Skills

  • Customer relationship management
  • Lead generation
  • Salesforce expertise
  • Team collaboration
  • Customer service excellence
  • Communication skills
  • Problem solving
  • Expectation management
  • Adaptability
  • Task prioritization
  • Scheduling and coordination
  • Sales techniques

Hobbies and Interests

  • Playing Football
  • Playing Cricket
  • Gaming
  • Listening to Music

Languages

  • English
  • Hindi
  • Marathi

Personal Information

  • Date of Birth: 07/10/90
  • Nationality: Indian
  • Marital Status: Married

Timeline

Customer Experience Manager

Avant Group
10.2024 - Current

Manager Customer Experience

Piramal Realty
02.2024 - 09.2024

Business Proprietor

Gurudev Mobile and Accessories
01.2023 - 01.2024

Deputy Manager - Customer Service

Sunteck Realty Pvt Ltd.
08.2021 - 12.2022

Senior Underwriter (Analyst)

First Source Advantage LLC
08.2020 - 08.2021

Associate Manager - Customer Service

Lodha Group
10.2017 - 08.2020

Relationship Manager, Collateral Based Solutions

Ocwen Financials Solution Pvt Ltd.
06.2013 - 10.2017

Senior Team Member

Bank of America
06.2011 - 06.2013

Bachelors in commerce -

Dalmia College, Mumbai University

High School Certificate -

Prahladrai Dalmia Lions College of Arts & Commerce

Secondary School Certificate -

St. Anthony's High School

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Prasad Chaudhary