Ravi Chaudhary
Pune
Summary
Experienced Service-Oriented Professional focused on delivering exceptional Customer Experiences to drive consistent Revenue Growth. Coordinates resources to meet Expected Business and Customer Demands. CRM expert, Organized Decision-Maker and Strategic Planner with Top-Notch Interpersonal and Communication Skills with 18 Years of Experience in Customer Centricity & a Post Graduate in Marketing Management.
Overview
18
18
years of professional experience
Work History
General Manager (CRM Head)
Solitaire Group
Pune
06.2024
- Handling the CRM Function for all the Projects in Pune for Solitaire Group
- The projects are Maha Trade Market ( Retails Shops and Offices – 2500 Units)in Bibvewadi, Solitaire World Tower ( 4 Residential Towers ) in Bibvewadi, Solitaire Retail Plaza in Bibvewadi, Solitaire Premier Towers ( Residential + Commercial Tower ) in Bibvewadi, Solitaire Business Hub – Viman Nagar, Kalyani Nagar ( Both Office Space Commercial Towers), Solitaire Kothrud (Residential Towers), Solitaire Business Hub I,II & III In Baner Balewadi Highstreet (3 Commercial Towers with Showrooms and Office Spaces)
- Responsible for P&L for all the projects
- Ensuring the compliance of set SOP is followed starting from the Welcome call till Possession
- Collections from the eligible Milestone when raised as per the Cost Sheet and achieving the set monthly targets
- Getting the Registration done for all the units where the initial OCR is received and the account is qualified to be registered
- Meeting with the projects team on 1st week of every month to understand the monthly expected construction forecast
- Basis the construction forecast to liase with the MIS team to understand the expected collections for the month basis which to set the Target
- Ensuring Customer Centric approach to all the booked customers, that includes sending the Welcome Letters on time, Allotment letters post receipt of 10%, registration email's, a thank you email/letter post registration is done, Sending Invoices as per the Cost Sheet, connecting with customers to collect payments on time, assisting in Home Loan where Bank Funding Cases are involved.
Assistant General Manager
Runwal Group
07.2021 - 06.2024
- Heading the CRM Team for the project from Onboarding of the customers to the sustenance
- Which ensures Welcome call to all the booked clients are done within the TAT along with sending the confirmation of bookings by an Allotment Letter
- Handling front-end relationships with the Booked customers
- Handling CRM activities, Process adherence and automation for Runwal Gardens which is a Township project at Dombivli
- Attempting retention for all customers before final cancellation from the system by meeting them in case of any payment deviation/ subvention to be offered
- Manage and publish MIS reflecting collection performance, forecast, and possible cancellation for better planning within the company policies for clear forecast on upselling and Collections
- In-charge of Process, Regulatory, and audit compliance for the entire project
- Manage end-to-end customer service & Product strategy and operations
- Service Strategy & Planning
- Be in charge of the Overall Customer Experience of customers in the project
- Key Personnel in Client Escalation Matrix
- Resolving client grievances and obtaining feedback on the resolution provided
- Preparing customer satisfaction surveys, overlooking the survey performance, and collating the survey data
- Taking necessary actions according to the survey results
- Conduct training/workshop for the team on verbal and non-verbal communication and client interaction skills
- Drafting the corporate communications for clients, this includes welcome letters, handover letters, allotment letters, newsletters, etc
- Conducting periodic audits for the team to ensure all external communication with clients are professional and prompt
- Making sure timely preparation of agreements for registration and coordination with the registration team to ensure achieving the monthly targets for the project
- After the registration process, ensuring a strong followup with all the registered customers for the payment towards eligible demand raised to ensure achieving the monthly target for the project.
Lodha Group
01.2016 - 01.2018
- Managing the front-end of Lodha’s relationship with its distinguished set of HNI NRI clients for projects in Thane, Mumbai and London
- Ensuring the highest standard of service delivery and query resolution within specified TAT
- Acting as an escalation point for NRI client meetings for issues and concerns beyond the operations team
- Handling the front-end engagement for the Agreement validation, collections, possession documentation and resale lease experience
- Actively engaging with the existing customer base for repeat and referral bookings during new launches and sustenance phase of project
- Keeping constant update of the latest fashion, design and luxury and devise brand compliant modes of regular engagement with the HNI NRI customer base.
Godrej Properties Limited
01.2018 - 07.2021
- Interacting with HNI clients about the existing flat and also coordinate with the Relationship Managers to provide good customer service to all the existing clients and maintaining TAT
- The ticket size for the project was from 2cr – 9cr
- Resolution on email and phone calls with calculating and explaining the entire payment life cycle, home loans, new bookings and possession of the project
- Getting the stamp duty and registration done and helping the customers for all the queries and concern regarding their unit
- Handing over possession of the project on the given timeline and maintain relationship with the client for the overall experience throughout
- Handing the escalations as a one point of contact for the entire project for The Trees and ensuring the resolution to avoid executive escalation
- Ensuring all the allotment letters, welcome letters and reminders and the communications are sent to all the customers on timely basis.
Tata Consultancy Services
09.2024 - 01.2024
Hutchison Global Services
06.2010 - 09.2013
Zenta Pvt ltd
07.2006 - 06.2010
Education
Post Graduation in Marketing Management -
Welingkars Institute
01.2016
T.Y.B.COM -
Mumbai University
01.2011
HSC -
Maharashtra State Board
01.2004
SSC -
Maharashtra State Board
01.2002
Skills
- Customer Relationship Management
- Expense Control
- Operations Oversight
- Workflow Planning
- Customer Retention
- Financial Administration
- Vendor Management
- Collections
Accomplishments
- With the given target of 70Cr, we achieved 101Cr for the Month of Nov 21 For Runwal Gardens and Achieved 1001Cr against the Annual Target of 988Cr for FY21-22.
- Closed 445 Registrations against the Target of 275 in Mar 22 which made this project the only project in Maharashtra with the highest number.
- With 100% Collections achieved for the FY20-21 for Godrej The Trees Project in Vikhroli and Closed 94% Possession in just 7 Months from the OC Received date.
- With a given target of 4 crores, achieved 16Cr FY 2016-2017 in Sales (Residential Sales) with Lodha Group which was a part of the Loyalty and Closed the 1st booking for the project in London (Lincoln Square) with a net value of 11 crores with Lodha Group.
Personal Information
- Date of Birth: 11/20/1986
- Marital Status: Married
Hobbies and Interests
- Bike Riding
- Listening to Music
- Cooking
Languages
- English
- Hindi
- Marathi
Timeline
Tata Consultancy Services
09.2024 - 01.2024
General Manager (CRM Head)
Solitaire Group
06.2024
Assistant General Manager
Runwal Group
07.2021 - 06.2024
Godrej Properties Limited
01.2018 - 07.2021
Lodha Group
01.2016 - 01.2018
Hutchison Global Services
06.2010 - 09.2013
Zenta Pvt ltd
07.2006 - 06.2010
Post Graduation in Marketing Management -
Welingkars Institute
T.Y.B.COM -
Mumbai University
HSC -
Maharashtra State Board
SSC -
Maharashtra State Board