Rupali Nagwani

Residential

· Managed customer onboarding through welcome emails, calls, and issuance of allotment letters and successfully executed Agreements for Sale, ensuring compliance and customer satisfaction.

· Led payment request generation, demand notices, and managed collections to meet targets.

· Conducted regular follow-ups for payments and TDS certificates to ensure timely collections.

· Oversaw endorsement activities, including document execution, SAP updates, and new agreement processing.

· Handled cancellation requests, name additions/deletions, and prepared necessary applications and affidavits.

· Developed and implemented strategic CRM initiatives to improve customer engagement and service efficiency.

· Monitored customer feedback on a weekly, monthly, and quarterly basis, proactively driving initiatives to enhance customer experience.

Commercial

· Meetings with clients for their feedback and improvements.

· Engagement to understand their plans (Post Lock-In) - New requirements for expansion or consolidation

· Track lease tenures for all office and retail clients.

· Mutual Termination / Termination by efflux of time / Termination due to breach of contract (F&F Letters, receivables and Refund of IFRSD and IFRMD).

· Executing renewal of agreements with clients wherein the terms are same as earlier.

· Involve into Handover Process (Collecting all dues from customer, Possession Charges, Maintenance Charges, calculation of Delay Penalty, execute Settlement Letter, No Dues Certificate).

· Coordination with Project team for Handing over property smoothly.

· Act as a single point of contact for a customer for solving post sale issues till handover.

· Continuously monitor collections and follow up for payments from customers every month as per the agreement.

· Prepare MIS Reports on a weekly/monthly basis showing collections, outstanding payments, bookings done, etc.

· Face of the company / Point of contact for existing customers.

· Responsible for customer query management, customer complaints, escalations via meetings, phone call, email.

· Once the customer in on board, being SPOC for his allotment letter, builder buyer agreement, payment plan, etc.

· Assisting in post-sales operation, making CRM and billing related MIS.

· Generating reports like Labour reports, possessions reports, pendency reports, post-handover customer feedback reports, Complaint tracker.

· Responsible for car parking allotment in the project.

· Handling sensitive customer issues and important employee matters.

· Responsible for day to day functioning / complain tracking and MIS.

· Development and Implementation - Improve the marketing processes within the business through the development of a structured marketing plan, segmentation analysis and implementing ideas for the marketing and sales.

· Communication – Ensuring direct interacting with Builder, Real Estate consultant and deals with internal and external clients at all levels via telephone and email, to ensure successful communication via actively listening and probing questions.

· Professional Sales - Assist existing and prospective clients with identifying areas to look for property and suitable properties for their needs.

· Documentation – Preparing all documents for transfer property (Agreement to sell, Indemnity bond, affidavit , registry set, transfer set, etc.