Sonia Sharma
Gurgaon
Summary
Dynamic professional with extensive experience at Godrej Properties Pvt. Limited, excelling in enhancing customer experience and improving collections management. Proven problem solver and effective communicator, adept at resolving escalated issues and fostering stakeholder collaboration to achieve financial goals and ensure client satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Executive
Godrej Properties Pvt. Limited
Gurgaon
07.2022 - Current
- Drive and enhance overall Customer Experience to ensure satisfaction and loyalty
- Improve Collections Efficiencies to meet financial goals and reduce customer outstanding balances
- Ensure adherence to processes
- Manage and resolve customer queries by meeting defined TATs
- Handle escalated customer complaints and queries via phone, email, or in-person, through direct reports
- Create and implement new processes where necessary to improve efficiency
- Coordinate with various departments to resolve customer issues in a timely manner
Senior Executive
Wave lnfratech
Ghaziabad
03.2021 - 06.2022
- Provide clients with detailed information on post-possession charges, including IFMS, maintenance, interest, holding charges, and other applicable fees
- Liaise with project teams and collaborate with accounts to ensure timely flat delivery and secure necessary No Objection Certificates (NOCs) for seamless transactions and customer satisfaction
- Manage and resolve customer queries and escalations related to apartment handovers, ensuring exceptional service and client satisfaction
Customer Service
RJ CORP
Delhi
08.2011 - 01.2019
- Handling queries related to project possessions, receipts, demands, builder-buyer agreements
- Interest, refunds, cancellations, recovery & collection reports, and analysis of instalments based on a construction payment plan
- Responsible for post sales activities and back-end operations of projects including booking logins banking support
- Managing cancellations/transfers/refund/deletion & addition procedure
Administrative Assistant
UEI Global
Agra
08.2009 - 07.2011
- Handling front desk operations and walk-in guests
- Generating client visits from telephonic leads, leads from other sources and referrals
- Inventory and database management
- Internal and external meetings co-ordination
- Customer query management via phone, emails and general correspondence
- Basic clerical office tasks
Education
Bachelor of science -
Dr. Bhim Rao Ambdekar University
AgraSkills
- Effective Communication
- Work Ethics
- Familiarity with Real Estate Laws and Regulations
- Collections management
- Problem Solving
- Active listening
- Customer experience
- Stakeholder collaboration
Hobbies and Interests
- Listening to Music
- Gardening
- Movies
Personal Information
- Gender: Female
- Marital Status: Unmarried
Certification
- Best RM -Q-4, FY 2022-23
- Best RM - Q-3, FY 2024
- Best RM - Q-4, FY 2023-24
Timeline
Sr. Executive
Godrej Properties Pvt. Limited
07.2022 - Current
Senior Executive
Wave lnfratech
03.2021 - 06.2022
Customer Service
RJ CORP
08.2011 - 01.2019
Administrative Assistant
UEI Global
08.2009 - 07.2011
Bachelor of science -
Dr. Bhim Rao Ambdekar University
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