Reshma Deepu

Results-driven CRM and Customer Experience Specialist with 15+ years of experience across Real Estate, Hospitality, Client Servicing, Collections, and Customer Support. Proven expertise in end-to-end customer lifecycle management, post-sales operations, stakeholder engagement, and process optimization for premium and luxury real estate projects. Strong track record in enhancing customer satisfaction, retention, and operational efficiency while leading high-performing teams and managing HNI client relationships.

• Key member of Mumbai launch team for major real estate projects.
• Awarded Champions Award four times for outstanding performance.
• Nominated for Prestige Digi Eureka Award (2023-24).
• Successfully handed over 1,200+ residential units.
• Managed APF acquisition for West Region projects.
• Introduced ERP systems to streamline CRM operations.
• Recognized by senior leadership for exceptional customer service.

PROFESSIONAL EXPERIENCE

Customer Relationship Management (CRM) • Customer Experience • Post-Sales Operations • Client Retention • Stakeholder Management • Team Leadership • Customer Journey Mapping • Escalation Management • HNI Client Handling • Lead Management • Cross-Functional Coordination • Vendor Management • Customer Feedback & Resolution • Process Improvement • SOP Development • CRM Analytics & Reporting • SAP • ERP • MS Excel • MIS Reporting •SDFC

CRM & Customer Experience Specialist— Real Estate
- Managed end-to-end customer lifecycle from booking to possession and post-handover services.
- Led post-sales operations for premium, luxury, and ultra-luxury residential projects.
- Developed and implemented CRM strategies to improve customer engagement and retention.
- Oversaw CRM system implementation, database management, and reporting.
- Handled customer escalations and ensured effective resolution with high satisfaction scores.
- Built and maintained relationships with HNIs, investors, brokers, and bankers.
- Coordinated with Sales, Marketing, Legal, Finance, and Project teams for seamless execution.
- Generated reports on customer satisfaction, lead conversion, and operational performance.
- Managed documentation, agreements, registration, and compliance processes.
- Mentored and trained CRM teams to deliver exceptional service.

Core Team Member — Mumbai Region Launch, Prestige Group

- Played a pivotal role in launching and operationalizing CRM and post-sales processes for Prestige projects in Mumbai.
- Designed end-to-end customer lifecycle workflows from booking to handover.
- Established Key Performance Indicators (KPIs) including CSAT, TAT, SLA adherence, complaint resolution rate, and collection efficiency.
- Structured SOPs, reporting dashboards, and performance monitoring frameworks.
- Coordinated with Sales, Marketing, Legal, Finance, and Project teams for seamless execution.
- Led customer communication strategy and escalation management during launch phases.
- Implemented CRM systems and trained teams to deliver service excellence aligned with brand standards.

• Date of Birth: 3 February 1985
• Marital Status: Married