SHABIN PUTHALAT
CX Professional
Navi Mumbai
Summary
Seasoned business leader with 25 years of cross-industry experience spanning Real Estate, Fintech, Telecom, and Food. Proven track record of driving business growth, innovation, and operational excellence through strategic leadership and a strong customer-centric approach. Adept at leading large-scale operations for CRM & Sales focused on loyalty, collections, onboarding, possession etc. Recognized for transforming customer experience into revenue while fostering sustainable business practices. Trusted P&L owner and transformation driver, known for launching high-impact projects and leading change across complex, dynamic environments.
Highly proactive manager with 25 years of experience in team leadership in Real Estate industry. Background includes sales, management and customer service in fast-paced settings.
Overview
25
25
years of professional experience
Work History
CRM Cluster Lead
RUNWAL DEVELOPERS PVT LTD
09.2022 - Current
- CRM Cluster Lead – Projects across Mumbai & Thane.
- Currently handling a portfolio of 2500+ customers across premium & mid-premium segments at various stages of lifecycle.
- Spearhead end-to-end business operations and ensure optimal efficiency, scalability & alignment with organizational goals.
- Strategic & Operational Leadership – Develop & execute operational strategies to drive productivity & service excellence. Translate business goals into actionable operating plans with clear KPIs. Drive process automation and system improvements. (SAP, SFDC, Farvision). Drive loyalty & referral business through focused calling, timely remuneration & repeat engagements with customers. Empower customers to embrace self-community building through loyalty & referral.
- People & Performance Management – Lead and inspire a team of managers across customer service & collections. Monitor performance metrics and implement robust review mechanisms. Foster a culture of continuous improvement and high accountability.
- Process Optimization & Quality control – identify bottlenecks and streamline workflows for cost efficiency. Drive SOPs and policy adherence across projects.
- Budgeting & Cost Management – Oversee operational budgeting, forecasting and resource planning. Optimize operational costs without compromising service quality.
- Customer Experience & service delivery – a) Ensure timely and seamless resolution delivery. b) Manage escalations and drive customer satisfaction metrics. (NPS, CSAT) c) Lead digital initiatives to enhance customer journey through frequent customer engagements programs like community events, masterclass, brand promotion events, testimonials, festival celebrations, feedback links on major milestones (booking/registration/collection levels/possession); possession events (short movies/choreographed dance, social media)
- Compliance & Risk Management – Ensure compliance with internal controls, statutory norms and regulatory guidelines. Proactively manage operational risks and implement mitigation plans.
MAHINDRA LIFESPACES PVT LTD
04.2021 - 09.2022
- Led Pan-India collections & banking operations across 16 projects in 6 regions.
- Drove ₹1,070+ Cr in collections over 9 months, surpassing company expectations despite COVID-19 Phase 2 impact in the first 3 months.
- Achieved 92%+ recovery on total outstanding dues from a 5,000+ customer base; 85% of collections made within due dates.
- Implemented micro-monitoring of 60+ day aging buckets, improving recovery timelines and reducing delinquency.
MAHINDRA LIFESPACES PVT LTD
12.2018 - 03.2021
- Regional Head – CRM for 4 premium and semi-premium projects worth ₹2,000+ Cr.
- Successfully led 2 high-impact project launches and 2 seamless possession handovers.
- Planned and executed 2 mega registration drives, ensuring smooth documentation and customer satisfaction.
- Drove cross-functional coordination across sales, legal, and operations to enhance customer experience and streamline post-sales processes.
VODAFONE INDIA Ltd
08.2007 - 12.2018
- Held multiple key roles across business development, sales, customer service, and retail operations:
- Business Development – M-Pesa: Spearheaded financial service expansion, driving adoption and market penetration.
- Cluster Retail Sales Lead: Managed distributor and retailer networks, boosting sales and channel engagement across assigned clusters.
- Retail Store Manager: Led customer experience initiatives and front-end operations, ensuring service excellence and team performance.
- Customer Service Manager: Oversaw service delivery for multiple business units, optimizing customer satisfaction across touchpoints.
Founder / Partner
MS ASSOCIATES (START-UP)
06.2007 - 07.2007
- Entrepreneurial leadership across food & beverage operations and distribution:
- Established and operated a Corporate Catering service with a focus on quality, scalability, and client satisfaction. Set up and managed a Central Kitchen to streamline large-scale food production and logistics. Acted as a Distributor for Mineral and Packaged Water, building supply chains and servicing institutional and retail clients.
Restaurant General Manager
McDonald's India & Pizza Hut India
06.2001 - 07.2007
- Led ~6 Years Led end-to-end operations for top retail food brands across QSR and dine-in formats:
- Managed full P&L responsibilities for high-volume business units, driving profitability and cost control.
- Delivered exceptional customer experience across dine-in, takeout, and home delivery channels.
- Spearheaded sales growth, team development, and operational excellence in both Quick Service (McDonald’s) and Dine In/Home Delivery (Pizza Hut) environments. Championed brand standards, hygiene, and compliance, ensuring consistent performance across metrics.
Education
Hotel Management & Catering Technology - Hospitality Administration And Management
IHM
Mumbai, India 04.2001 -
Higher Secondary - Higher Secondary School
Bharatiya Vidyapeeth College
Mumbai 04.2001 -
Skills
Innovation management
Goal oriented
Customer Experience
Operations management
Strategy
Timeline
CRM Cluster Lead
RUNWAL DEVELOPERS PVT LTD
09.2022 - Current
MAHINDRA LIFESPACES PVT LTD
04.2021 - 09.2022
MAHINDRA LIFESPACES PVT LTD
12.2018 - 03.2021
VODAFONE INDIA Ltd
08.2007 - 12.2018
Founder / Partner
MS ASSOCIATES (START-UP)
06.2007 - 07.2007
Restaurant General Manager
McDonald's India & Pizza Hut India
06.2001 - 07.2007
Hotel Management & Catering Technology - Hospitality Administration And Management
IHM
04.2001 -
Higher Secondary - Higher Secondary School
Bharatiya Vidyapeeth College
04.2001 -
EDUCATION/COMPETENCIES/CERTIFICATION
- I strive to be a key driver of business success by consistently contributing to performance and results in the most impactful and efficient way possible.
- I am passionate about leading teams through change management initiatives to effectively achieve projected goals and drive organizational growth.
- I focus on driving efficiency and optimizing processes to generate sustained, organic results.
- I actively engage stakeholders to build commitment and strengthen process improvement initiatives.
- Led successful system migration implementations at Runwal Developers, including transitions from Farvision to SAP and subsequently to SFDC (Salesforce).
- Business Development – Fintech (Vodafone M-Pesa): Drove distribution expansion and vendor management to grow M-Pesa's footprint in targeted markets.
- Process Outsourcing (Vodafone): Executed transition project for outsourcing Vodafone Mumbai’s back-office operations to WNS, ensuring smooth handover and continuity.
- Innovation Leadership (McDonald’s): Led the team for Innovate 2 India, introducing service and product innovations that remain relevant in McDonald’s India ecosystem.
Professional Outlook
- Eager to understand core customer behavior to contribute meaningfully to business transformation and organizational success through strategic thinking, operational excellence, and people leadership.