Experienced Marketing and CRM Specialist with a demonstrated history of working in the real estate industry. Skilled in A/R Collections, Financial Statements, Account, Real Estate, and Customer Relationship Management (CRM). Nearly 15 years of experience in designing and implementing successful collection, retention, and churn management strategies. Proficient in managing the collection operations for minimizing the delinquency level and accomplishing the assigned targets.Experienced in implementing the recovery strategies in case of payment defaults; understanding the reasons behind the default and accordingly providing options to regularize payment.Skilled in managing real estate documentation such as Allotment Letter/ Agreement to sell, Retail Loans and Bank Tie-ups, NOC for Sale Deed of Flats, Debit & Credit Note in ERP, Demand Letter to customers, Transfers etc. Excellence in streamlining customer services functions by designing innovative systems & processes to generate high value propositions for the customers.Excellent communication & interpersonal skills with strong analytical, team building, problem-solving andorganizational capabilities. Consistently deliver mission-critical results by carrying out high level operational initiatives including process reengineering & improvements, turnaround management.Motivating, mentoring and leading talented professionals by living the culture and leading by example.Ensuring delivery of key performance targets like customer satisfaction, average handle time, resolution rate and quality compliance; enhancing recovery rates for continued profitability of business. Reviewing accounts & portfolio to control recovery operations for customers; handling customer service operations inclusive of implementing short / long term plans.