Ranvir Singh Dagar
New Delhi
Summary
Experienced and results –driven customer relationship manager with over 19 years in post-sales operations within the real estate industry. Proven track record of enhancing client satisfaction, managing end-to - end handover processes,resolving esclations, and ensuring smooth coordination between internal departments and customer, Skilled in documentation, CRM systems, project follow-ups, and possession formalities.Adept at building long-term client relationship, maintaining high service standards, and driving loyalty and referrals. Committed to delivering exceptional post-sales experiences and supporting overall business growth.
Overview
22
22
years of professional experience
Work History
AGM CRM Backend / Frontend
MRJV Construction Company
Ghaziabad, India
02.2020 - Current
- Manage back Office CRM Operations including verticals like Transfer, Refund, Retention, Agreement execution, Collection and Recovery of Dues and Commercial Operations like issuing Demand Notices, Reminders and Cancellation.
- Negotiate Review, Renew and Coordinate Approval process for all Pending Customer Issues.
- Oversee Old and New Customer Account Administration and Policies including Computation of Late Payment Interest, Area Enhancement and Computation, Holding Charges, Levies, Registration Charges, Stamp Duty etc.
- Manage Quality of Customer Service initiatives including Problem Resolution and Overall Satisfaction.
- Inventory Management – Allotment of units to customers and Assigning inventory for sale to Sales teams and keeping inventory records.
- Assessing and Verifying Invoices of Channel Partners and Business Associates before release of brokerage.
- Liaised with banks for timely disbursal of sanctioned loans for individual customer accounts to keep collections up to date.
- RERA Compliance and Legal Cases
Senior Manager CRM
Yamuna Builtech Pvt Ltd (Migsun Group)
Ghaziabad, India
03.2019 - 01.2020
- Overall responsible for all post-sales activities and back-end operations of assigned projects including booking logins, letter of allotment, execution of agreement, transfers, refunds, cancellations, recovery, collections etc.
- Liaised with banks for timely disbursal of sanctioned loans for individual customer accounts to keep collections up to date.
- Assessing and Verifying Invoices of Channel Partners and Business Associates before release of brokerage.
- Mentored and supervised the staff and their key responsibility and work area and audited all the verticals of the process to ensure compliance and minimizing variance.
- Identified weaknesses in the existing CRM Operations and improved upon the same by introducing changes in the existing software with emphasis on data security and Proper mentoring and training of the subordinate staff on multiple CRM Process skills.
- Formulated the Standard Operational Procedures for the department and streamlined the entire CRM process Introduced proper customer record maintenance and customer profiling.
- Exercised a mature, diplomatic approach to resolving problematic issues; put customers at ease.
- Prevented the formation of Customer groups and Collective Bargaining through timely mediation and market intelligence in one of the delayed projects of the company.
Senior Manager CRM
Addela Group (JindalPromoters Pvt Ltd)
Noida, U.P., India
05.2015 - 11.2018
- Oversaw all the verticals of the CRM department beginning with the logging in of new bookings issuance of demand and welcome letters, updating and maintaining customer accounts, preparation of BBA and MOU complaint resolution through personal meetings emails or written communications, collection and recovery of dues, retention of bookings transfer of property.
- Liaised with banks for timely disbursal of sanctioned loans for individual customer accounts to keep collections up to date.
- Assessing and Verifying Invoices of Channel Partners and Business Associates before release of brokerage.
- Mentored and supervised the staff and their key responsibility and work area and audited all the verticals of the process to ensure compliance and minimizing variance.
- Identified weaknesses in the existing CRM Operations and improved upon the same by introducing changes in the existing software with emphasis on data security and Proper mentoring and training of the subordinate staff on multiple CRM Process skills.
- Formulated the Standard Operational Procedures for the department and streamlined the entire CRM process Introduced proper customer record maintenance and customer profiling.
- Exercised a mature, diplomatic approach to resolving problematic issues; put customers at ease.
- Prevented the formation of Customer groups and Collective Bargaining through timely mediation and market intelligence in one of the delayed projects of the company.
Sr.Manager (Post Sales- CRM)
MVL LTD
Gurgaon, Haryana, India
09.2013 - 04.2015
- Company Overview: MVL Limited established in 2006 is one of the fastest growing real estate companies in India with a market capitalization of Rs 1734 Cr. It is operating in Residential, Township, Commercial, Retail and Hospitality verticals with approximately 8.6 million sq.ft of total area.
- Manage back Office CRM Operations including verticals like Transfer, Refund, Retention, Agreement execution, Collection and Recovery of Dues and Commercial Operations like issuing Demand Notices, Reminders and Cancellation.
- Negotiate Review, Renew and Coordinate Approval process for all Pending Customer Issues.
- Oversee Old and New Customer Account Administration and Policies including Computation of Late Payment Interest, Area Enhancement and Computation, Holding Charges, Levies, Registration Charges, Stamp Duty etc.
- Manage Quality of Customer Service initiatives including Problem Resolution and Overall Satisfaction.
- Inventory Management – Allotment of units to customers and Assigning inventory for sale to Sales teams and keeping inventory records.
- Assessing and Verifying Invoices of Channel Partners and Business Associates before release of brokerage.
- Coordination with Banks - Submitting required documents for Project Approvals and timely disbursal of sanctioned loans by banks for individual customers by helping complete all documentation required between the customer, company and banks.
- Monitor and Mentor Subordinate staff in multiple customer handling techniques including customer interface and written communications.
- Monitor and verify all the Payment receipts generated and written replies to matters which are classified.
- Implemented & continuously refined CRM system and ensured the implementation of the standard procedures to enhance the team's productivity and efficiency thereby reducing operational cost.
- Mentored and supervised the team and their key responsibility and work area and audited all the verticals of the process to ensure compliance and minimizing variance.
- Counsel and Mentor Subordinates by taking daily team huddles, remove doubts about the Process and update on Projects of the company and convey instructions from the management to the subordinate staff.
- Site visit every month to meet with business associates and customers to resolve their query’s and concern with the help of management.
- MVL Limited established in 2006 is one of the fastest growing real estate companies in India with a market capitalization of Rs 1734 Cr. It is operating in Residential, Township, Commercial, Retail and Hospitality verticals with approximately 8.6 million sq.ft of total area.
Asst.Manager (Post Sales- CRM)
TDI INFRASTRUCTURE LTD
NEW DELHI, India
11.2009 - 04.2013
- Overall responsible for all post-sales activities and back-end operations of all the projects including booking logins, letter of allotment, execution of agreement, transfers, refunds, cancellations, recovery, collections and broker billing.
- Ensure timely demand raised in all projects according to progress reports of construction.
- Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.
- Maintaining sales record & customer details, handling inventory of projects.
- Reconciliation of Customer Accounts while maintaining collection reports on Daily/weekly/monthly basis.
- Co-ordination with accounts department for pending payment entries in ERP e.g. pending cheques, RTGS in bank accounts, Service Tax entries.
- Interaction with Daily Walk-in customer’s.
- Prepared Fortnight Collection report.
Sr. Executive Credit & Collection
TATA TELESERVICES LTD
OKHLA, NEW DELHI, India
09.2007 - 10.2009
- Responsible for managing the Collection & Churn for entire North zone for Level One and Level Two bucket.
- Ensuring 100% collection against assigned Target.
- Agency Collections Bill cycle Closure (Average circle level).
- Maximization of Collections and minimization of bad debts.
- Coordinate with the agencies to ensure Agency Manpower and Feedback capturing (Prescribed Format) reports.
- Handling customer escalation and preparing R.C.A. with end-to-end resolution.
- Analyzing reason for unresolved cases and retain the customer on the network.
- Regular agency visit to check that internal process of the agency are in according to the company guidelines.
- Making effective joint field visits with the Agency Supervisors, Field Executives and Sales team on non-contactable, high value and disputed accounts and resolve the cases.
- Timely Training of FOS and Telecaller in Agency.
- Strategic Planning: Involved in planning, implementing and monitoring of winning collection strategies to drive growth in business volumes. Reducing frauds.
- Team Management: Providing effective and inspirational leadership to the Agencies’ team through regular motivation in order to achieve set targets in activations as well as other performance parameters.
- Preparing case studies on the delinquent cases of the month & highlighting disconnects/loop holes in meeting.
- Customer Care: Effectively interfacing with people at all levels; managing healthy work environment and inculcating bonded teamwork with high work ethics.
- Received two performance rewards for commendable contribution.
- Successfully cracked accounts with overdue as old as 180 days and more.
Sr. Executive- Collection
Mahindra Holidays & Resorts India Ltd.
New Delhi, India
05.2007 - 09.2007
- Day to Day dealing with the member and DSA of Mahindra Holidays & Resorts India Ltd.
- Resolving the queries and solving out the problem of the member & getting the overdue payment collected.
- Managing team of 10 subordinates.
- Planning and achieve monthly collection targets on regular basis.
- Always tried to collect the complete RO from member, goals & objective once identified had to be taken seriously and aggressively.
- Close Coordination with accounts, MRD, Marketing, and DSA & Sales Team to resolve member issue.
Manager Collection
Matrix Processing House
East Of Kailash, India
10.2005 - 12.2006
- Company Overview: The most preferred company in the country providing integrated and cost effective business solutions enabling clients understand their customers/ subscribers and thus optimize customers’ usage of clients’ services.
- Managed collections, Retention process in Telecom as well as Banking Sector.
- Responsible for maintaining a good relation with existing clients.
- Business Development with new clients.
- Managed operational activity of all collection portfolios with reasonable costing of department.
- The most preferred company in the country providing integrated and cost effective business solutions enabling clients understand their customers/ subscribers and thus optimize customers’ usage of clients’ services.
Churn Management (Relationship Management) officer Customer Care
Bharti Infotel limited
India
02.2004 - 10.2005
- Company Overview: BHARTI INFOTEL LIMITED is Delhi’s first private telephone services and solutions provider under its Brand Named AIRTEL Broadband & Telephone Services.
- Involved in PR, analyzing and viewing of customer complaints and requests.
- Also, responsible for all Escalation related to Churn Management.
- Interaction with vendors/partners on an ongoing basis to rectify the errors & providing Coordination to ensure the target.
- Responsible for customer retention and act as a key interface between Company and Customers.
- Provide effective customer feedback and recommend service plans.
- Relationship marketing for reference selling and customer loyalty retention.
- Prime area is Service Delivery and to make customers feel delight with the services which Bharti is offering by understanding the need of customer and guiding them for a right decision.
- Customer education and feedback collections to endeavor continuous improvement in service delivery.
- Coordinating the team efforts to fulfill customer requirements.
- BHARTI INFOTEL LIMITED is Delhi’s first private telephone services and solutions provider under its Brand Named AIRTEL Broadband & Telephone Services.
- Rated as excellent in performance reviews.
Education
Bachelor of Arts -
Delhi University
Senior Secondary - undefined
Harcourt Butler Sr. Sec. School
Diploma in Computers - undefined
Baba Computer Institute
Skills
- Customer relationship management
- Post-sales back-end and front-end operation
- Post-sale expertise
- Data Analysis & Reporting
- Client Account Management
- Teamwork and collaboration
- Problem Solving and Conflict Resolution
- RERA compliance
- CRM software management
- Customer feedback analysis
- Calm under pressure
- Microsoft Office
- Excel
Accomplishments
- Received two performance rewards for commendable contribution.
- Successfully cracked accounts with overdue as old as 180 days and more.
Personal Information
- Father's Name: Late Shr. R.S. Verma
- Date of Birth: 10 Aug 1978
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Hobbies and Interests
- Reading
- Music
- Cricket
Timeline
AGM CRM Backend / Frontend
MRJV Construction Company
02.2020 - Current
Senior Manager CRM
Yamuna Builtech Pvt Ltd (Migsun Group)
03.2019 - 01.2020
Senior Manager CRM
Addela Group (JindalPromoters Pvt Ltd)
05.2015 - 11.2018
Sr.Manager (Post Sales- CRM)
MVL LTD
09.2013 - 04.2015
Asst.Manager (Post Sales- CRM)
TDI INFRASTRUCTURE LTD
11.2009 - 04.2013
Sr. Executive Credit & Collection
TATA TELESERVICES LTD
09.2007 - 10.2009
Sr. Executive- Collection
Mahindra Holidays & Resorts India Ltd.
05.2007 - 09.2007
Manager Collection
Matrix Processing House
10.2005 - 12.2006
Churn Management (Relationship Management) officer Customer Care
Bharti Infotel limited
02.2004 - 10.2005
Senior Secondary - undefined
Harcourt Butler Sr. Sec. School
Diploma in Computers - undefined
Baba Computer Institute
Bachelor of Arts -
Delhi University