Summary
Work History
Education
Skills
Timeline
Generic

Rahul K. Hanumante

Customer Experience
Mumbai

Summary

A versatile and results-driven professional with overall 5+ years of experience in customer experience, client management, and sales across real estate and media sectors. Currently Deputy Manager – Customer Experience at Lodha Developers, managing client relationships, resolving escalations, and ensuring seamless possession journeys. Skilled in CRM (SFDC), cross-functional collaboration, and service excellence. Previous experience includes IFM services and broker relations at IndiQube, and brand campaigns with C-suite engagement at The Indian Express

Work History

Deputy Manager- Customer Experience

Lodha Group
01.2025 - Current
  • Act as the primary point of contact for customers, ensuring timely resolution of queries and complaints through calls, emails, and in-person interactions.
  • Manage irate customers with empathy and professionalism, achieving high customer satisfaction and retention levels.
  • Collaborate with cross-functional teams (Sales, Projects, Finance, HPM) to ensure a smooth possession process and post-possession support.
  • Monitor and track service requests through CRM (SFDC), ensuring adherence to defined turnaround times (TAT).
  • Conduct periodic follow-ups with customers to ensure seamless handover and satisfaction at each stage of the journey.
  • Analyze customer feedback and recurring issues to provide insights for process improvement and policy refinement.
  • Coordinate with the HPM/helpdesk teams for resolution of escalated queries related to taxation, possession, and facility management.
  • Recognized for improving response efficiency and strengthening customer relationships through proactive communication.

Manager- Business Development

IndiQube
09.2022 - 12.2024
  • Established strong connections with IPCs/ Commercial Brokers
  • Conducted site inspections at Commune and showcased floor amenities.
  • Interpreted clients' office needs accurately
  • Effectively conveyed requirements to the Design Team regarding test-fit layout.
  • Assessed rents using the test-fit layout
  • Submitted commercial proposals to clients.
  • Successfully reached agreements on rental fees with clients.
  • Delivered services tailored to individual client needs
  • Facilitating the preparation of LOIs in collaboration with the legal team.
  • Collaborated seamlessly with Project and CRM team to enhance Time-To-Completion metrics
  • Introduced Integrated Facility Management Services (IFM) to corporate clients.
  • Tailoring IFM services to match client's specific needs.
  • Performed site surveys to estimate housekeeping deployment, required materials and equipment.
  • Ensured seamless provision of services to clients by effectively communicating with the facility manager, supervisor, and service operation manager.
  • Served as the primary client liaison.
  • Possesses strong knowledge in facility management including deep cleaning, day-to-day operations and the usage of various chemicals in housekeeping as well as security procedures.

Deputy Manager

The Indian Express Private Limited
02.2016 - 03.2019
  • Worked on Product relaunch campaign - Mumbai and Pune.
  • Delivered in-person product presentations to CxOs to get them on board. (Niche Brand Promotion)
  • Retained 70% of C-level readers with a smooth brand and product delivery experience.
  • Acted as a one-stop solution manager to the client. (Handling complaints, if any)
  • Worked with the creative team for designing campaign communication and collateral.
  • Engaged the young minds with the brand based in Mumbai and Pune via Express Talk Brand Event.
  • Scheduling date, time, venue, topic & doing the reiki of the venue before the event.
  • Assisted the national head in building BTL strategies and in client engagement activities.
  • Worked on Brand Visibility Drive at key location shops
  • Vendor Management- for Institutional clients.
  • Coordinated various In-house Events.
  • Sent Invites via email for various In house events
  • Worked cross-functionally with Production, Logistics, Accounts, & Brand departments.
  • Handled Billing & payment collection of Institutional clients- Mumbai.
  • Received Exceed Expectation rating every year

Sales & Marketing Intern

Amul India
05.2015 - 05.2016
  • Conducted a survey with retailers to understand their Brand Perception
  • Implemented Retailers' awareness campaign
  • Implemented brand visibility drive at retail outlets
  • Studied the entire distribution chain of Amul Milk
  • Collected data and analyzed consumer's buying behavior.

Life Insurance Advisor

Life Insurance corporation of India
05.2011 - 12.2013
  • Collected over 2.5 Lac Premium every year
  • Acquired 50 plus individual clients
  • Won Award- Ayurvima Vir- 2013
  • Connect potential clients through referrals to expand the customer base
  • Interview prospective client to understand their need
  • Analyzed & studied clients' existing insurance cover and suggested additions or changes.

Education

MBA - Marketing

St. Francis Institute of Management And Research
Mumbai, India
06-2016

Bachelor in Management Studies - Marketing

Chetana College
Mumbai
04.2001 - 06.2013

Skills

Ability to MultitaskMicrosoft OfficeGood team playerProposal WritingCustomer ServiceClient ConsultationsCRM PlatformsKey decision makingNegotiationsRelationship building and managementOperationsVerbal and written communicationTeam CollaborationEvent PlanningCustomer Relationship Management (CRM)

Timeline

Deputy Manager- Customer Experience

Lodha Group
01.2025 - Current

Manager- Business Development

IndiQube
09.2022 - 12.2024

Deputy Manager

The Indian Express Private Limited
02.2016 - 03.2019

Sales & Marketing Intern

Amul India
05.2015 - 05.2016

Life Insurance Advisor

Life Insurance corporation of India
05.2011 - 12.2013

Bachelor in Management Studies - Marketing

Chetana College
04.2001 - 06.2013

MBA - Marketing

St. Francis Institute of Management And Research

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