Shipra Kohli
Customer Relation Manager
Lucknow,UP
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Able to handle 500 - 600 customers independently with End to End CRM Process client retention, Delivering Customer Service & Driving Customer Engagement, Creating positive experience with End to End CRM Process client retention ,Creating WOW experience
Overview
9
9
years of professional experience
7
7
years of post-secondary education
Work History
End to End CRM Process Client Retention
Azeagaia Development Pvt Ltd
Lucknow, Uttar Pradesh, India
10.2020 - Current
- Customer Centricity and Management: Welcome calls, Customer Support, Strategic planning, Able to handle 500 - 600 customers independently with End to End CRM Process client retention, Handover of flats and inventory, Delivering Customer Service & Driving Customer Engagement, Creating positive experience
- Ensures that customers receive quickest service possible.
- Assists representatives in handling disappointed customers and building and preserving trusting relationships
- Determines course of action to resolve customer problems and schedule regular meetings with customers to ensure they are satisfied.
- Ensure, monitor and Identify service gaps and establish programs to address gaps by interacting with all departments for resolving queries of customers. Collaborate with internal teams (e.g. operations, Accounts, sales, Projects, QC, senior management) to address customers' needs.
- Keep customer-oriented attitude and create memorable experience for them with maintaining core values of organization.
- Conducting business reviews using CRM programs.
- Ensure, monitor and Identify service gaps and establish programs to address gaps by interacting with all departments for resolving queries of customers.
- Handling flat handover proceedings, inventory checklist, closure documentations.
- Day to day engagement, driving discipline and schedule adherence within team and across functions
- Handling Customer Engagement (Telephones, Walk-in, IVR)
- Handling Collections (Customers, Channel partners).
- Focus on customer service & effectively manage and build customer relationships across entire life cycle of customer with the organization.
- Prepare complete and accurate work and update customer file.
- Able to handle block or 400 - 500 customers independently - entire CRM process. (from post sales to handling over)
- Adaptive to highly demanding work environment.
- New ideas to be implemented for process improvement. Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Strengthened communication skills through regular interactions with others
Customer Centricity and Management
Experion Developers Private limited | The Capital: FDI company
Lucknow, Uttar Pradesh, India
04.2018 - 09.2020
- Organized and detail-oriented with strong work ethic.
- Cultivated interpersonal skills by building positive relationships with others.
- Passionate about learning and committed to continual improvement.
- Proven ability to develop and implement creative solutions to complex problems.
- Taking care of front office responsibility & maintaining warm and pleasant atmosphere at the Front office all the time. Handling Front end.
- Filling up daily check list, access control monitoring and visitor management
- Handling Customer Engagement (Telephones, Walk-in, IVR)
- Handling Collections (Customers, Channel partners).
- Focus on customer service & effectively manage and build customer relationships across entire life cycle of customer with the organization.
- Trouble shoot customer issues related to Real Estate industry.
- Clarify customer requirements; probe for and confirm understanding of requirements or problem.
- Prepare complete and accurate work and update customer file.
- Facilitation and Execution of bank loan documentation
- Maintaining excellent interpersonal communication with customers and ensure high-quality guest relation.
- Able to handle block or 200 - 300 customers independently - entire CRM process. (from post sales to handling over)
- Sending welcome letter, demand letter, payment collection, follow up, convincing/negotiating with customer.
- Ensure Customer delight, delivery of KPIs, delivery of compliance requirements.
- Maintaining cordial relationship with Sales, Home Loan, Registration and other departments
- Adaptive to highly demanding work environment
- Co-ordination with project teams, project updates,
- Expertise in Legal query solving.
- MIS Reports & documentations.
- Outstanding payment collections reports by constant follow ups.
- Delivering Customer Service & Driving Customer Engagement
- Day to day engagement, driving discipline and schedule adherence within team and across functions.
- New ideas to be implemented for process improvement.
HOD- Academics
Aarambh IIT-JEE | MEDICAL Simplified - A Tata enterprise
Lucknow, Uttar Pradesh, India
04.2014 - 04.2018
- Proven ability to develop and implement creative solutions to complex problems.
- Worked effectively in fast-paced environments.
- Ran errands and provided general office support in professional environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Resolved problems, improved operations and provided exceptional service.
- Delivered services to customer locations within specific timeframes.
- Champion entire student cycle: Prospecting, Counseling, Admission, Orientation, Support, Satisfaction, Retention and Productive Output.
- Prepare and execute overall annual plan for academic requirements.
- Closely monitor progress of academic work distributed to all faculties. Ensure error-free and relevant quality content for Medical and IIT programs across all courses.
- Suggest & implement new academic products and initiatives for all courses at Centre and modify or create new program offerings to maintain leadership and quality standing of organization.
- Re-vamp and revise all course content (notes, tests, assignments and question banks) on annual basis.
- Liaison with teacher & students to build healthy and effective feedback mechanism.
- Counseling Students and parents about courses and programs.
- Champion entire student cycle: Prospecting, Counseling, Admission, Orientation, Support, Satisfaction, Retention and Productive Output.
- Interaction with students and parents on routine basis for doubt clearing, general counseling and progress feedback.
- Conduct Parent Teacher Meetings.
- Clarifying doubts of students and parents as and when required.
- Monitor class schedules to ensure smooth running of classes.
- Conducting test papers, assignments etc.
- Study material distribution and allocation.
- Fee collection and petty cash management as and when required.
- Liaison with Head Office in Delhi for upcoming programs, admission tests, schemes and other offers.
- Handling assigned administrative responsibilities like transport, food-canteen etc.
- Handling Centre administration and up-keeping of Center's infrastructure
Education
High School Diploma -
St Mary's Convent
Lucknow 03.2000 - 04.2002
B Com - Commerce
National Public College
Lucknow 04.2002 - 03.2005
MBA - Marketing And HR
Amity University Noida
Noida 02.2008 - 04.2010
Skills
Communication
Timeline
End to End CRM Process Client Retention
Azeagaia Development Pvt Ltd
10.2020 - Current
Customer Centricity and Management
Experion Developers Private limited | The Capital: FDI company
04.2018 - 09.2020
HOD- Academics
Aarambh IIT-JEE | MEDICAL Simplified - A Tata enterprise
04.2014 - 04.2018
MBA - Marketing And HR
Amity University Noida
02.2008 - 04.2010
B Com - Commerce
National Public College
04.2002 - 03.2005
High School Diploma -
St Mary's Convent
03.2000 - 04.2002
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