Reshma Motwani
Customer Relation Management
Pune,MH
Summary
A seasoned professional with 14 years of experience in Customer Relationship Management in the real estate sector. Expertise in managing post-sales operations, driving customer engagement, and ensuring legal compliance. Currently serving as Deputy General Manager - CRM, I seek to leverage my skills in client management, team leadership, and legal operations to contribute to the growth of the organization while enhancing overall customer satisfaction.
Overview
16
16
years of professional experience
Work History
Manager to Deputy General Manager- CRM
Gera Developments Private Limited
08.2021 - Current
- Leading the Pune West CRM team, overseeing end-to-end post-sales operations to achieve collection targets while ensuring exceptional customer satisfaction
- Preparing and analyzing progress reports in Excel, covering areas like welcome calls, allotment acceptance letters, registrations, and Net Promoter Score (NPS)
- Collaborating with operations, legal, and other stakeholders to finalize customer communication drafts and agreement templates, ensuring readiness in SAP
- Coordinating billing milestones, site visit readiness, possession handovers, and society formation procedures
- Coordinating with internal operations teams and bank SPOCs to secure project APFs, sharing required documents, and resolving bank-related queries to technical verification
- Follow up operations and legal team on legal compliance, agreement updates, and RERA-related matters
- Streamlining the registration process by coordinating vendors/advocates and enhancing customer experience during registrations
- Implementing efficient parking allocation
- Training new employees in software systems, SAP modules, and organizational processes to enhance team efficiency
- Supervising quarterly audits to maintain process compliance and regulatory standards
- Handling customer queries and escalations, ensuring timely resolutions to enhance trust and loyalty
- Maintaining and tracking customer documents such as allotment letters, registered agreements, and other key records
- Ensuring accurate and timely updates in SAP and CRM systems for streamlined customer management
- Spearheading customer loyalty programs to drive satisfaction, generate referrals, and improve retention rates
- Collaborating with accounts and legal teams to resolve payment disputes and discrepancies
- Managing customer onboarding processes, loan facilitation with financial institutions, registration scheduling, and generating referrals and ensuring seamless coordination for loan documentation
- Analyzing customer feedback to refine service delivery and operational workflows for continuous improvement
- Coordinating reimbursements to customers for schemes offered and ensuring timely updates with the operations team
- Liaising with the finance team to secure No Objection Certificates (NOCs) before handovers
- Reconciling monthly payments in SAP and raising invoices for milestones achieved
- Actively contributing to technological innovation and promoting the adoption of automation across organizational platforms to improve efficiency
Senior Executive | Customer Centricity
Godrej Properties Ltd.
09.2018 - 11.2020
- Covering overall aspects of customer service management from onboarding, monitoring registration, collection, solving legal queries, and internal audits to ensure customer satisfaction by delivering quality services and adhering to delivery and quality standards
- Conducted client onboarding calls, issuing allotment letters, and ensuring timely execution of agreements and registration procedures
- Providing comprehensive assistance to customers for bank loans, addressing loan-related queries, and facilitating timely disbursements
- Coordination with third party technical team for site inspections, and overseeing technical surveys to streamline processes
- Maintaining up-to-date and accurate customer documentation records
- Ensuring the completion of assigned tasks by training and monitoring team performance, as directed by the Team Leader, to achieve operational efficiency, timely collections, and team and individual targets
- Ensuring the highest standards of service delivery by resolving customer queries within defined Turnaround Times (TATs)
- Building and maintaining long-term customer relationships by engaging consistently throughout the customer lifecycle
- Driving Net Promoter Score (NPS) improvements through targeted customer engagement initiatives and fostering positive customer experiences
- Generating leads from the existing client database, creating referral opportunities, and managing promotional activities to enhance business growth
- Managing key operational areas, including collections, customer interactions, and customer engagement, to meet organizational goals
- Preparing and presenting comprehensive weekly, monthly, and annual management reports on metrics such as agreement registrations, collection efficiency, outstanding analysis, and team productivity
- Coordinating with the project team for procuring electricity meters and supporting the process of society formation
Assistant Manager - CRM
Pride Purple Properties
08.2009 - 08.2018
- Handled the entire post-sales process from onboarding to possession, ensuring a seamless customer experience
- Conducted onboarding calls, performed KYC checks, and issued Letters of Intent
- Monitored and tracked agreement and registration statuses for various flat holders on a bi-weekly basis
- Coordinated with the registrar office for timely agreement registration
- Worked with financial institutions for the Approval of Project Finance (APF) for registered/sanctioned projects
- Issued invoices promptly as per the respective work stages
- Ensured payment collections were in line with the defined guidelines and target schedules
- Facilitated continuous customer interactions, addressing concerns and improving service delivery
- Prepared monthly Management Information System (MIS) reports for tracking performance
- Drafted necessary legal documents such as correction deeds, cancellation deeds, and Power of Attorneys
- Took proactive steps to minimize booking cancellations and improve customer retention
- Coordinated with the legal and liaison teams for updates on agreement drafts and sanction plans
- Assisted the accounts department in generating No Dues Certificates for respective clients
- Coordinated with the engineering and possession teams to ensure smooth and peaceful possession
- Ensured timely submission of reports for RERA compliance to the legal department
- Collaborated with the sales team during new launches and property expos
- Actively participated in customer service initiatives such as the Park Circle fest across all seasons
Education
LLB -
Dr. D.Y. Patil Law College
11.2020
Post-Graduation Diploma In Business Management (PGDBM) - Finance
IICMR, Atss
Pune04.2012
Bachelor Of Commerce -
MUCC College
Pune03.2010
Higher Secondary Certificate (HSC) -
Jai Hind Junior College
Pune, Maharashtra02.2007
Secondary School Certificate (SSC) -
Jai Hind High School
Pune, Maharashtra03.2005
Skills
- Customer Experience
- Accountability & Leadership
- Audit & Compliance
- Financial and Collection Management
- Legal Acumen
- Process Improvement
- Documentation / Record Management
- Staff Training and Development
- Strategic Planning
- Problem solving
- SAP CRM module
- SFDC
- In4 Velocity -ERP
- Microsoft Office
- Database management
- Decision-making
- Task delegation
Personal Information
- Date of Birth: 02/05/89
- Marital Status: Single
Awards
- Awarded the Annual Gold Outdo three times for exceptional performance in collections, referral generation, and achieving the highest NPS score at Gera Developments Private Limited
- Recognized with the quarterly ACE Award four times for outstanding performance in collections and referrals at Gera Developments Private Limited
- Accelerate Inspiration Award (Regional) - Godrej Properties, FY 2018-19
- Bright Spot Award (Pan-India) - Godrej Properties, FY 2019-20
- Significant Contributor - Pride Purple Group, FY 2011-12 & FY 2014-15
- Rewarded as Star Performer for FY 2015-16
Linguistic Abilities
- English
- Hindi
- Sindhi
- Marathi
Work Preference
Work Type
Full TimeWork Location
HybridOn-SiteImportant To Me
Career advancementPaid time offHealthcare benefitsWork-life balanceCompany CultureTeam Building / Company RetreatsLanguages
English
Hindi
Marathi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager to Deputy General Manager- CRM
Gera Developments Private Limited
08.2021 - Current
Senior Executive | Customer Centricity
Godrej Properties Ltd.
09.2018 - 11.2020
Assistant Manager - CRM
Pride Purple Properties
08.2009 - 08.2018
LLB -
Dr. D.Y. Patil Law College
Post-Graduation Diploma In Business Management (PGDBM) - Finance
IICMR, Atss
Bachelor Of Commerce -
MUCC College
Higher Secondary Certificate (HSC) -
Jai Hind Junior College
Secondary School Certificate (SSC) -
Jai Hind High School
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