Summary
Overview
Work History
Education
Skills
Accomplishments
Technical Tools And Platforms
Timeline
Generic
SANTOSHI.S. WADHWA

SANTOSHI.S. WADHWA

CRM Specialist | Customer Relations | Data Management
Hubli,Karnataka

Summary

Customer-focused CRM Specialist with over 17 years of cross-functional experience in post-sales engagement, client relationship management, CRM setup, and support operations across real estate, consumer electronics, and IT sectors. Proven expertise in managing CRM platforms (Zoho, Shopify), analyzing customer data, and enhancing satisfaction and retention through strategic process improvements and automation.

Overview

18
18
years of professional experience
5
5
Languages

Work History

Manager- Customer Relations and Consultant

Continental Group (Sarah Housing)
Mumbai
10.2014 - 03.2025
  • Managed post-sale customer interactions, building trust and ensuring high customer satisfaction through consistent follow-ups and care.
  • Oversaw all aspects of client communication, including payment coordination, documentation, and conflict resolution, maintaining a professional and proactive approach.
  • Conducted in-depth analysis of customer feedback and implemented insights into process improvements, especially during the handover phase of property delivery.
  • Maintained and updated CRM records to ensure internal teams had accurate data for addressing client needs and improving service delivery.

Manager- Customer Relations

Sonic Lamb
Hubli
02.2023 - 08.2024
  • Designed and implemented a tailored Zoho CRM system to track customer engagement, resulting in faster issue resolution and improved service quality.
  • Managed Shopify storefront operations and integrated customer data across platforms, enhancing the ability to communicate effectively and build customer loyalty.
  • Led onboarding, email, and chat support processes, ensuring customers had a smooth, well-supported product journey from the start.
  • Built automated workflows and created dashboards to visualize user behavior and inform strategic decisions for customer experience improvements.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Technical Support Analyst

IBM India Pvt. Ltd.
Bangalore
03.2013 - 09.2014
  • Reviewed call quality and created performance reports to support service improvements.
  • Worked with service teams to track key metrics and recommend changes that enhanced customer experience.

Sales & Admin Executive

TATA Housing Development Co. Ltd.
Mumbai
10.2009 - 11.2012
  • Maintained accurate records of sales and payments, enabling timely financial reporting and improved cash flow tracking.
  • Acted as a key liaison between clients and internal departments for documentation and payment clearance, ensuring smooth transactions and client satisfaction.
  • Earned internal recognition through the Customer Handling Award for maintaining high service standards and professionalism.

Partner Data Analyst

Hewlett Packard India Ltd.
03.2008 - 04.2009
  • Validated internal and external partner sales reports and ensured database integrity.
  • Performed detailed validation of partner sales data without automation, ensuring reliable and error-free reporting.

Litigation Analyst

Ocwen Financial Services Pvt. Ltd.
07.2007 - 02.2008
  • Reviewed litigation correspondence and identified associated loan numbers for US-based teams.

Education

Bangalore University
Bangalore
04.2001 -

Skills

Zoho CRM Implementation & Customization

Customer Onboarding & Post-Sales Support

Escalation Handling & Issue Resolution

MIS Reporting

Client Communication & Coordination

Documentation & Process Streamlining

Shopify Customer Management

Accomplishments

  • Customer Handling Award – TATA Housing (2011)
  • Certificate of Excellence – Best Performer, Hewlett Packard (3 consecutive quarters)

Technical Tools And Platforms

  • Zoho CRM, Shopify
  • Google Sheets
  • Outlook, Gmail, Zoho Mail
  • Microsoft Office Suite (Word, Excel)

Timeline

Manager- Customer Relations

Sonic Lamb
02.2023 - 08.2024

Manager- Customer Relations and Consultant

Continental Group (Sarah Housing)
10.2014 - 03.2025

Technical Support Analyst

IBM India Pvt. Ltd.
03.2013 - 09.2014

Sales & Admin Executive

TATA Housing Development Co. Ltd.
10.2009 - 11.2012

Partner Data Analyst

Hewlett Packard India Ltd.
03.2008 - 04.2009

Litigation Analyst

Ocwen Financial Services Pvt. Ltd.
07.2007 - 02.2008

Bangalore University
04.2001 -

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SANTOSHI.S. WADHWACRM Specialist | Customer Relations | Data Management