REKHA UMESH
Real Estate
WOC Road, Bangalore
Summary
Seasoned senior executive with over 20 years in real estate, driving business growth and operational success. Leads diverse teams to achieve results in collaborative environments. Skilled in strategic execution, identifying opportunities, and optimizing resources to enhance productivity and customer outcomes.
Overview
3
3
Languages
1
1
Certification
25
25
years of professional experience
Work History
Asst. Vice President & Group Head - CRM
Mana Group
07.2026 - Current
- Drove team performance toward Rs. 100 crore collection target during first month of joining, delivering the highest-ever monthly collection.
- Partnered with executives to support strategic planning, budgeting, and decision-making.
- Directed operational initiatives to streamline reporting, controls, and cross-functional workflow alignment.
- Oversaw daily business operations, ensuring consistent execution of policies and procedures.
- Analyzed performance data to identify process gaps and recommended efficiency improvements.
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
- Implemented data-driven decision-making processes, leading to more informed strategic choices and improved overall performance metrics.
- Increased efficiency by streamlining processes and implementing new software tools for the team.
Head - Customer Relations
Brigade Group
05.2020 - 05.2025
- Responsible for complete post sales management from On-boarding to handover for 35+ projects across PAN India.
- Developed and executed CRM campaigns across multiple channels, including email, social media and mobile.
- Lead, mentor, and manage a high-performing CRM team, fostering a collaborative and results-driven work environment.
- Responsible for complete post sales management from On-boarding till handover for 35+ projects across PAN India.
- Implemented effective collections strategies to maximize debt recovery while maintaining positive customer relationship.
- Created a new revenue generating vertical, Home Loan team to help customers on home loan services and maximize high cash flow.
- Analyzed and strategized end to end CRM processes to CRM verticals which enhanced 100% productivity and efficiency.
- Holds a record of achieving Highest collection of INR of Rs. 500 Cr in a single month.
- Increased the collection figure of Rs. 100 Cr to Rs. 200 Cr in a span of 3 months of joining, further increased collection to 5X within 3 years.
- Holds a record of completing 500 registrations in a single month, further with a verticalization managed to register about 4500 units in a year
- Reduced Debt of > 90 days to under10% of the overall outstanding
- Implemented Virtual Account Numbers (VAN) for easy identification of payments and to reduce unidentified payments
- Significant Achievements:
Head CRM - Provident Housing Ltd.
Puravankara Projects Ltd.
11.2011 - 03.2020
- Lead Customer care activities for all projects across India, which include client relationship, collection, retention, registrations and handover process.
- Developed and implemented a streamlined collections process with a focus on technology and customer experience management interfaces.
- Followed processes, SLAs, guidelines, and audits to reduce errors and improve C-Sat scores.
- Created revenue generating vertical, In-house Home Loan team for the company works as DSA for all leading financial institutes and serving customers to help in availing timely home loans and disbursal
- Executed product launches to ensure seamless integration with project timelines.
- Leading Business intelligence & Strategy team (BIS) to support marketing team with market research data/vendor management and Inventory management during pre-launch
- Managed CEO's office to help in ensuring P &L responsibilities are met
- Handled incentives of internal SMC team and channel partners
- Highlighted key accomplishments
- Holds a record of regularizing 25 units within 18 hours oof login, further registered 600 agreements of a new launched RERA project within 3 months of launch
- Idealized and executed “Safe Day” at a construction site by allowing customers to witness the construction progress, enhanced collection efficiency
- Implemented SMS’s & What’s App distribution list for booked customers which increased customer reach and collection
- Customer retention by swapping/downgrading customers to lower budget units who wanted to move out due to financial constraints
- Debt. reduction ageing > 365 days to 20% year on year. Collected 82% of overdue debtors ageing > 90 dues within a year
- Increased revenue of Home Loan DSA from 40% to 88% in 2 years and boosted home loan availed through in-house by 150% within a year, significantly contributing to company revenue.
General Manager - Business Development
CSC Group & LXY Homes
01.2009 - 11.2011
- Engaged in business development through direct collaboration with press, television, and radio media to enhance brand visibility.
- Identified properties for the company and assisted in acquisition.
- Responsible for identification of properties for the company & assisting in acquisition
- Developed and implemented marketing and promotional strategies to drive business development efforts.
- Co-created processes that consistently meet or exceed performance standards and deploy them uniformly across locations.
- Secured and onboarded high-caliber talent with strong corporate relationships and solutioning abilities, enhancing employee retention.
- Experience in immediate dissemination, briefing & Training of sales team for all new product launches / Processes / Systems etc.
Manager - Business Development
Omaxe Housing & Infrastructure Ltd.
07.2008 - 12.2008
- Engaged in business development, fostering relationships with press, television, and radio media to enhance company visibility.
- Identified properties for the company and arranged site visits for the CEO, assisting in their acquisition.
- Interaction with Property owners, consultants & advocates for clear titles for the properties to be acquired by the company
- Prepared project feasibility statements and coordinated with head office on business development initiatives.
- Assisted the Director of the company with daily operations.
Dy. Manager - Mktg. / CRM
M/s. Sunil Mantri Realty Ltd.
10.2007 - 07.2008
- Enhanced customer retention by designing and implementing proactive programs targeting NRI and HNI customer segments.
- Personal rapport & relationship build-out with the HNI base. Assuring differential service experience to this very valued vase.
- Cross-sold, up-sold, and excited walk-ins by showcasing a different range of products and services.
- Responsible to cross-sell, up-sell & excite the walk-ins by show-casing different range of products & services
- Built personal rapport and relationships with HNI clients, ensuring differentiated service experiences for this valued segment.
- Resolved customer complaints promptly to enhance satisfaction.
Sr. Executive - Customer Relations
Adarsh Developers
02.2005 - 09.2007
- Responsible for execution of sale agreements of all projects including Villas, while interacting with legal departments for agreement & other queries related to projects from customers.
- Executed sale agreements for all projects, including Villas, while interacting with legal departments for agreement and other customer-related queries.
- Obtained and acted on customer feedback for all walk-ins, also collecting feedback from customers.
- Handled 3 projects independently of more than 350 apartments
- Generated monthly management information system (MIS) reports to track project-related metrics. on monthly collection, due reports and Inventory sales & marketing crucial to the project stakeholders
- Analyzed reports on product performance, needs assessment, and root cause analysis to inform strategic decisions.
Executive - Front Office / Admin.
M/s. Mantri Developers
01.2004 - 12.2005
- Planned and implemented administration principles and housekeeping in office to ensure orderly operations
- Liaised actively between working staff and management to facilitate communication and address concerns
- Managed front desk operations, greeting visitors and answering inquiries.
- Planning & Implementation of administration principles & housekeeping in office
Executive - Front Office / Personal Secretary
M/s. Alfa Estates
02.2002 - 01.2004
- Cultivated and strengthened relationships with current customers while establishing new customer partnerships.
- Coordinated appointments and travel arrangements for Chairman's office.
- Coordinated property documentation, ensuring accurate records and compliance with real estate procedures.
- Managed client follow-ups, resolving inquiries and maintaining strong service relationships.
- Oversaw site visit scheduling, aligning appointments with sales and operational priorities.
Education
Computer Science Graduate (3 Yrs Diploma) -
NADIGAR INSTITUTE OF TECHNOLOGY
BengaluruSkills
- CRM Software Management
- Customer Analytics
- Customer Service Management
- Sales Process Optimization
- Business strategy
- Process improvement
- Data Analysis Tools
- Analytical thinking
- Change management
- Team development
- Leadership
- Communication strategies
- Customer retention
- Sales Process Optimization
Certification
BRIGHT - Brigade High Talent Training by Vijay Menon Leading at the Speed of trust by Stephen
TRAININGS
- BRIGHT - Brigade High Talent Training by Vijay Menon
- Leading at the Speed of trust - by Stephen M Covey
- Take Charge of Your Life - Leadership & learning program by Born to Win learning Service
Accomplishments
- Holds a record of achieving Highest Collection Rs. 500 Cr collection in a single month.
- Holds a record of completing 500 registrations in a single month, further with a verticalization managed to register about 4500 units in a year.
- Increased the collection figure of Rs. 100 Cr to Rs. 200 Cr in a span of 3 months of joining, further increased collection to 5X within 3 years.
- Analyzed and strategized end to end CRM processes to CRM verticals which enhanced 100% productivity and efficiency.
- Reduced Debt of > 90 days to under10% of the overall outstanding.
- Implemented Virtual Account Numbers (VAN) for easy identification of payments and to reduce unidentified payments
Timeline
Asst. Vice President & Group Head - CRM
Mana Group
07.2026 - Current
Head - Customer Relations
Brigade Group
05.2020 - 05.2025
Head CRM - Provident Housing Ltd.
Puravankara Projects Ltd.
11.2011 - 03.2020
General Manager - Business Development
CSC Group & LXY Homes
01.2009 - 11.2011
Manager - Business Development
Omaxe Housing & Infrastructure Ltd.
07.2008 - 12.2008
Dy. Manager - Mktg. / CRM
M/s. Sunil Mantri Realty Ltd.
10.2007 - 07.2008
Sr. Executive - Customer Relations
Adarsh Developers
02.2005 - 09.2007
Executive - Front Office / Admin.
M/s. Mantri Developers
01.2004 - 12.2005
Executive - Front Office / Personal Secretary
M/s. Alfa Estates
02.2002 - 01.2004
Computer Science Graduate (3 Yrs Diploma) -
NADIGAR INSTITUTE OF TECHNOLOGY