Sahil Arora
CRM Collections
Gurugram
Summary
Accomplished professional with over 5 years of experience in business administration and a current role as a Deputy Manager. Proven track record in cultivating strong client relationships, driving customer satisfaction, and promoting brand loyalty within the real estate industry. Skilled in assessing client needs and designing customized solutions. With exceptional communication and interpersonal abilities, I am poised to utilize my expertise to enhance customer engagement and significantly contribute to organizational growth.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Deputy Manager
Smartworld Developers Pvt. Ltd.
Gurugram
02.2024 - Current
- Customer Relationship Management: Directly contacting customers via phone, email, and other channels to discuss outstanding invoices. This involves active listening, clear communication, and a professional demeanor to build rapport and understand the customer's situation. Cultivated strong client relationships to drive satisfaction and retention.
- Customer Satisfaction (CSAT): Monitoring and improving CSAT scores by providing excellent service and maintaining 95% CSAT score. This includes resolving issues promptly, offering flexible payment options, and ensuring a positive customer experience throughout the collections process.
- Task Efficiency: Managed various service channels including partner care, transfer executions collections, Walk-ins and escalations effectively within 100% TAT.
- Email Communication: Drafting and sending professional emails to customers regarding invoices, payment reminders, and account updates. This involves clear, concise writing, and the ability to tailor messages to individual customer needs and situations.
- Team Development: Enhanced team capabilities by training on CRM systems and best practices.
- Performance Reporting: Provided management with insights into client engagement and sales metrics.
- Escalation Management: Addressing and resolving escalated customer issues. This requires the ability to remain calm under pressure, investigate complaints thoroughly, and coordinate with other departments to find effective solutions.
Experience Manager
SPINNY
Gurugram
03.2022 - 06.2023
- Manage HNI customer relationships, addressing their queries and concerns via email and phone calls, ensuring high-quality customer service, striving for excellence in every interaction.
- Handle social media escalations, resolving issues promptly and professionally. Collaborate with internal teams to resolve customer issues and improve overall experience.
- Engage in strong negotiations with clients to facilitate luxury car procurement, meeting targets and driving revenue growth from 2% to 5-7% & Honored as the Q4 2022 star performer for high-margin deal closures.
- Maintained a remarkable 98% Customer Satisfaction (CSAT) score, consistently exceeding expectations.
Sales Manager
Flat & Flatmates Solutions Pvt. Ltd.
Gurugram
01.2021 - 02.2022
- Operational Strategy: Spearheaded initiatives to maximize efficiency within co-living space management.
- Team Leadership: Drove a team of 25 to consistently surpass sales goals.
- Sales Oversight: Developed comprehensive sales MIS to monitor key activities across the team.
- Performance Coaching: Enhanced sales effectiveness through targeted coaching and support.
Sr. Corporate Agency Manager
HDFC Life Insurance
Gurugram
07.2017 - 01.2021
- Branch Management: Oversaw sales across 4 branches, excelling in life insurance offerings.
- Performance Excellence: Attained continuous 5-star ratings through outstanding service.
- Award Recognition: Received multiple accolades for performance excellence including the Excellent Freshee Award.
- Team Management: Directed a team of 4 to build effective client engagement strategies.
- Client-Centric Approach: Enhanced client relationships through active listening and responsiveness.
Education
BBA - Business Management
Maharishi Dayanand University
Rohtak 07.2014 - 05.2017
High School Graduate - PCM
DPS
Gurgaon 04.2012 - 05.2013
Skills
Demand Collections
Customer Relationship Management
Customer Experience
Data Analysis
Time Management
MS Office
Backend Operations
Demand Planning & Execution
Quality Assurance & Compliance
Relationship Building
Negotiation
Interests
Writing
Travelling
Timeline
Deputy Manager
Smartworld Developers Pvt. Ltd.
02.2024 - Current
Experience Manager
SPINNY
03.2022 - 06.2023
Sales Manager
Flat & Flatmates Solutions Pvt. Ltd.
01.2021 - 02.2022
Sr. Corporate Agency Manager
HDFC Life Insurance
07.2017 - 01.2021
BBA - Business Management
Maharishi Dayanand University
07.2014 - 05.2017
High School Graduate - PCM
DPS
04.2012 - 05.2013