Summary
Overview
Work History
Education
Skills
Timeline
Generic
Rohit Lokhande

Rohit Lokhande

Customer Experience
Pune,Maharashtra

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.

Overview

15
15
years of professional experience

Work History

Sr. Executive- Customer Experience Specialist

Godrej Properties Ltd
Pune
09.2016 - Current
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lag.
  • Monitor Service Request assigned to the RMs is closed within the SLA.
  • Reviewd RMs to understand opportunity areas to improve Collection & Registration Efficiency.
  • Prepare RM Score Cord to understand the Progress of the team.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Managed Executive & Social Media Escalations.
  • Strategically Managed Handovers for majorly three projects - Godrej Infinity, Keshavnagar, a 1200 unit project, Godrej Prana a 400 units, Godrej Horizon a 500 units & Godrej Anandam a 600 units.
  • Reviewed calls/emails and provided feedback to Relationship Managers & Call center agents to identify positive and negative behavior and improve customer experience.
  • Managed inbound process for 14000+ Customers for Godrej Pune Portfolio to deliver great customer experience and generate 15% Loyalty & referral sales.
  • Managed relationships with Major Banks like SBI, HDFC, ICICI, AXIS, Bajaj, IDBI for Bank tie-ups to get the Project Approved for a smooth disbursement process.
  • Managed Customer Life Cycle from Onboarding till Handover of the Project.
  • Led end-to-end delivery of a New Project creation in salesforce that include integration, inventory & customer communication draft automation.
  • Managed requirement gathering and coordinated with various stakeholders which include Costing & Budgeting, finance, design, sales strategy, marketing, cloud support, and business analysis.
  • Single Handedly Managed All New Project Launches Across Pune including Manpower Planning, Customer Onboarding activity, initial customer communication, welcome calls/meetings, customer onboarding experience, etc.


Sr. Customer Support Executive

G.R Enterprises
Nagpur
04.2011 - 09.2016
  • Listened to customers' queries and concerns to provide answers or responses.
  • Consistently generated additional revenue through skilled sales techniques.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Responded to customer requests for products, services, and company information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Property Audit & Account Assistant

Sharma Mukkewar & Co.
Nagpur
11.2009 - 03.2011
  • Handled documentation – a compilation of all property documents, auditing, and submitting various reports to management. Physical verification of land, analysis of encroachment of land, etc.

Programing & System Support Assistant

Nagpur Improvement Trust
Nagpur
10.2008 - 10.2009
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Handled back-office operations, collections, accounts etc

Education

BCCA -Bachelor of Commerce in Computer Application - Commerce

Nagpur University
Nagpur
03.2014

Skills

Professional Skills

  • Exceptional interpersonal communication
  • Customer Relationship Management Software (Salesforce -CRM)
  • People Management & Leadership
  • Strategic Planning & Analysis
  • Problem Solving & Decision Making
  • Process improvement specialist
  • Effective workflow management
  • Adherence to high customer service standards
  • Staff training and development
  • Public Relations

Technical Skills

  • Salesforce
  • Power BI
  • SAP
  • Microsoft Excel

Timeline

Sr. Executive- Customer Experience Specialist

Godrej Properties Ltd
09.2016 - Current

Sr. Customer Support Executive

G.R Enterprises
04.2011 - 09.2016

Property Audit & Account Assistant

Sharma Mukkewar & Co.
11.2009 - 03.2011

Programing & System Support Assistant

Nagpur Improvement Trust
10.2008 - 10.2009

BCCA -Bachelor of Commerce in Computer Application - Commerce

Nagpur University

Similar Profiles

CREATE PROFILE
Rohit LokhandeCustomer Experience