Cooking
Shekhar Kumar
CRM Professional
Gurgaon
Summary
Experienced CRM Professional with over 9 years of experience in Real Estate Sector. Excellent reputation for resolving problems and improving customer satisfaction and successfully at managing multiple priorities with a positive attitude.
Overview
16
16
years of professional experience
3
3
Certifications
Work History
Manager CRM
DLF Limited
Gurgaon
05.2023 - Current
- Provided primary customer support to Residential / Commercial Customers.
- Responded to customer requests for their investments in Residential / Commercial.
- Achieving Collections Target for Residential / Commercial projects.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by mentoring team members.
- Resolved Customers Query, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers & Internal Departments.
Deputy Manager CRM
DLF Limited
Gurgaon
11.2018 - 05.2023
- Managed Single department contact for all customer queries.
- Managing post sale activities regarding allotment, Registration of Buyer Agreement agreement, transfers.
- Managing activities regarding name addition, deletion, registration
- Managing Data with RAMCO Software and Sales force in DLF. Limited (Residential, Commercial & Residential Floors).
- Handling Collection queries & achieving Quarterly Targets
- Generates Demand & Outstanding Letter's, Final Notices, Forfeiture Letter.
- Handling queries related to post sale for Housing Projects, Residential, Commercial and Residential floors.
- Professionally handling incoming calls from customers and ensuring that issues are resolved both promptly, thoroughly within timelines.
- Conferred with customers each day to maintain current understanding of query, resolve issues and promote brand loyalty.
- Created reports and analyzed and interpreted data.
- Enhanced supervisory and leadership abilities by working closely with site team/handover team/legal team.
Asst. Manager CRM
Paras Buildtech Pvt.Ltd
Gurgaon
04.2013 - 11.2018
- Maintain customer's data and its contact profiles in Master Data & ERP
- Managed Single department contact for all customer queries
- Maintaining healthy & cordial relationships with clients for expanding business & resolving queries & complaints for high customer satisfaction
- Instrumental in Strategy formulation for Collection
- Handling Transfers & Registry Process of all (Residential & Commercial) Projects
- Generates Demand & Outstanding Letter's
- Analysis & Reporting.
Asst. Manager Operations
IBM Global Business Process Services
06.2007 - 03.2013
- Handling team of 15 Leads
- Driving Sales parameter to ensure team target is exceeded
- Ensure that team targets of Sales number for Product & Support are aligned to the business goals
- Ensure that team targets of customer satisfaction, customer resolution, and average handle time
- Single point of contact with team and Management through effective communication on key deliverables
- Responsible towards fostering development of team by motivating them and ensuring career advancement
- Coaching & Mentoring of Agents in tech lead roles and tech leads in team leading roles
- Quality monitoring, attending quality calibrations
- Client interaction Attend weekly Meeting with Client & Product Development Team
Education
PGDIT - IT
SCDL
Pune 04.2001 -
High School Diploma -
NIIT
New Delhi 04.2003 - 06.2007
B.COM - Commerce
Delhi University
New Delhi 04.2003 - 03.2007
the “FISH” Training - undefined
Skills
Customer Orientation and Customer First Belief
Six Sigma Yellow Belt training Certified
Operations management
Interpersonal Skills
Communication Skills
Certification
Certified QuickBooks User & Trainer.
Interests
Travelling
Reading Current Affairs & Business Updates
News , Business News,Financial Market Updates
Timeline
Manager CRM
DLF Limited
05.2023 - Current
Deputy Manager CRM
DLF Limited
11.2018 - 05.2023
Asst. Manager CRM
Paras Buildtech Pvt.Ltd
04.2013 - 11.2018
Asst. Manager Operations
IBM Global Business Process Services
06.2007 - 03.2013
High School Diploma -
NIIT
04.2003 - 06.2007
B.COM - Commerce
Delhi University
04.2003 - 03.2007
PGDIT - IT
SCDL
04.2001 -