Sowmya Thambi Email and Phone Number

To assure relations and client satisfaction, by providing dedicated office space by customizing the Layout and Interior specifications as per the clients requirements for smooth operations of their commercial activity. Develop and implement routines for the interaction between management and clients including information and communication in order that clients can perform their commercial activity in the best way.Listen, coordinate and act to solve any issues between centre management and clients. Responsible for upselling/cross selling. Adoption of new services and offer growth solutions to the clients.Coordinating with different departments like Floor planning, interior design, procurement, projects teams to ensure the smooth handover the office space to the clients.Coordinating with Finance team in raising the Invoice for the additional items (client’s scope of work) and to ensure the payment is cleared. Accumulate, analyze and follow up on client data and client performance, and distribute key figures to different stakeholdersRegular dialogue and follow up with clients at the commercial destination

•Preparing Business case to know the feasibility of proposed land by cost analysis.•Procuring land acquisition details, KMZ files, site visit report, village map from LAT and survey team respectively•Analyzing:oCurrent sales stats for all the identified projects and realigning the layout plan/GFC with final numbering to accommodate Units to be handed over on priorityoCollection stats for all the identified projects to find out the amount receivable from all the clients in every project with an objective to aid the cash flow planning to fund the construction activityoSales stats on regular basis•Monitoring:oSales Price of available inventory as per the current benchmarkingoLand acquisition status in accordance with the planned scheduleoThe progress of onsite-construction activities and accordingly update the internal development schedule on regular basis•Process Management: oMonitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. oMapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines for achieving highest standards of quality of service.oCreating & implementing workflows to facilitate structured support in all areas and issues. oOverseeing process improvement initiatives through system changes, process re-alignment / redefining & efficiency management.

Role: •Handled:oEntire post sales functions project wiseoPayment schedule with cost break up oUpdation of post booking details in ERP•Developed & executed:oAgreements (construction & sale) and coordinated with Legal Department to clarify client’s legal queriesoEnd-to-end Registration process and documentation•Submitted required bank documents for loan process and Coordinating with the banker’s for timely disbursement of payments•Ensured complete payments follow up and documentation •Prepared final statements and reconciliation•Resolved internal (Sales Team) and customer’s queries and processing requests & complaints by coordinating with various departments, thus providing customized services to customers•Maintained continuous interaction with customer to make sure that area of concern can be worked upon for improved service levels•Oversaw after defects management and handed over the unit on time •Imparted training new team members to increase their day-to-day work efficiently•Looked after modification management with customers and projects•Established CRM practice for clients & internal operations •Resolved after sales complaints and attended defects after handing over in coordination with projects •Ensured punctual attendance for all internal & external business commitments •Managed:oAll necessary post sales documentation till handover of project to associationoEntire process of documentation including Registration, Khata Transfer, etc. oOperations by taking a hands-on approach to management

Operations’ Management•Ensuring a high quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.•Handling and processing cheques, credit card, chq dishonors, Bank/Branch Reconciliation Statements.•Maintaining service and financial records as per statutory audit norms.•Coordinating with the central service and finance teams in resolving the service and branch financial issues.•Providing accurate and quality service delivery within agreed upon KPI for multiple processes•Carrying out basic underwriting and Distribution Operations (DOPS).•Meeting targets of near zero quality defects in customer servicing.•Reviewing and ensuring that standard operating procedures are followed in the branch. Client Servicing•Identifying improvement areas & implementing measures to attain customer satisfaction levels.•Handling escalations for resolving critical issues; ensuring services on time leading to Business Continuity. •Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.•Resolving internal (Sales team, Agents) and walk-in- customer’s Queries, processing their requests and complaints and providing customized services to the customers.Accomplishments:•Bagged Striker of the Month Award for best performance at ICICI Prudential Life Insurance Co. Ltd•Holds the distinction of completing assessment for the position-Process Leader/Branch-In-Charge (Grade II)