Open To Work
Vaishali Sanghavi
Mumbai
Summary
Dynamic Senior Manager with a proven track record at Playgames 24x7, excelling in CRM and process optimization. Expert in financial analysis and talent management, I successfully enhanced customer retention and revenue through innovative strategies. Proficient in Zendesk and data visualization, I thrive on crafting solutions that elevate customer experiences.
Overview
12
12
years of professional experience
Work History
Senior Manager - CRM
Playgames 24x7
Mumbai
06.2025 - Current
- Managed CRM for RummyCircle, My11Circle, PokerCircle, and Ludo to enhance customer experience.
- Developed and executed retention activities, resulting in increased returning customers and revenue.
- Identified gaps in customer journey and implemented targeted solutions to enhance user experience.
- Conducted data mining and segmented cohorts to refine revenue generation strategies.
- Optimized processes to reduce resolution turnaround times while maintaining efficiency.
- Introduced and streamlined processes within team to boost operational effectiveness.
- Led a team of over 120 across various regions for chat, email, and voice support.
Manager - Customer Engagement
Plinthstone REMA
Mumbai
12.2020 - 06.2021
- Planned and managed customer engagement activities to enhance customer relationships and reduce grievances.
- Mapped customer journey and identified intervention points to improve engagement.
- Evaluating and maintaining a high NPS score.
- Handled client queries within required TAT, ensuring timely resolution.
- Updating the post sales system, MIS and inventory reports.
- Mumbai
Manager - Customer Engagement
Centrum REMA
Mumbai
12.2018 - 12.2020
- Managed channel partner relationships to enhance collaboration and alignment.
- Evaluated NPS for stakeholders to identify areas for improvement and drive customer satisfaction.
- Conducted market analysis in Mumbai to inform strategic decisions and identify growth opportunities.
- Meeting and reviewing new developers/projects for market research.
- Carrying out MIS for revenue and inventory management.
- Customer journey from sales to possession.
CRM - Manager
Edelweiss Real Estate
Mumbai
11.2015 - 11.2018
- Managed and successfully completed 5 residential projects.
- Managed cash flow with developer to align project budgets and timelines.
- Maintained and reviewed weekly project reports to ensure timely updates and decision-making.
- Carrying out MIS for revenue and inventory management.
- Updating the client about the construction status and payment collection schedule.
- Supported operational efficiency of Edelweiss Global Wealth's Mumbai subsidiary through process optimization.
Associate Manager Sales - Residential
India Bulls
Mumbai
04.2014 - 03.2015
- Coordinated marketing efforts for residential projects across Mumbai and surrounding areas to maximize outreach.
- Managed marketing activities for residential projects to enhance brand visibility and engagement.
- Supervised back office staff in updating records and financial transactions to ensure accuracy and compliance.
- Mumbai
Education
MBA - Specialisation in Marketing
Mumbai Education Trust (MET)
India01-2014
B.E - Electronics
University of Mumbai
India01-2011
Skills
- Customer relationship management
- Customer relationship strategy
- CRM software management
- Zendesk and Ameyo proficiency
- Project management with Jira
- Financial analysis
- Process optimization
- Root cause analysis
- Talent management
- Tableau visualization
Websites
Awards
- Best CX Leader of the Year” award at the 4th Edition BPO and Contact Center Summit & Awards 2024.
- Best Customer Experience Transformation (Gaming), CX Excellence Awards, 2023
- Customer Experience Team of the Year, CX Strategy Summit and Awards, 2023
Latest Certification
Statistics, ML & Advanced AI Certification (On-going)
Work Preference
Job Search Status
Open to workSalary Range
₹0/yr - ₹2800000/yrTimeline
Senior Manager - CRM
Playgames 24x7
06.2025 - Current
Manager - Customer Engagement
Plinthstone REMA
12.2020 - 06.2021
Manager - Customer Engagement
Centrum REMA
12.2018 - 12.2020
CRM - Manager
Edelweiss Real Estate
11.2015 - 11.2018
Associate Manager Sales - Residential
India Bulls
04.2014 - 03.2015
MBA - Specialisation in Marketing
Mumbai Education Trust (MET)
B.E - Electronics
University of Mumbai