·     Oversee collection operations at vendor locations in Bangalore and NOIDA, ensuring efficiency and compliance with organizational standards. ·     Lead the evaluation and reengineering of digital communication strategies to boost delivery metrics and overall results. ·     Lead vendor integration and stakeholder coordination, ensuring seamless onboarding and the successful deployment of competitive models.·     Spearhead collaborations with partners and vendors for the drafting and execution of addendums, critical for the launch of innovative collection methodologies.  ·     Champion the launch of strategic initiatives and process enhancements through dynamic partnerships.·     Elevate customer communication and engagement to optimize collections and enrich customer experience.ACHIEVEMENTS• Implemented a comprehensive refined process for CMS strategies, aiming to optimize their efficiency and effectiveness.• Improved collections performance at the existing vendor aligned with the NPA for Consumer Finance business.• Onboarded and set up a new vendor location and team.• Drafted and implemented a process for better management of escalation Cases.

• Worked as a consultant to improve the operations at Bangalore team. • Created customer support strategies to increase sales for the residential projects by TATA Realty, The Golden Grand Developers and Pashmina Developers• Proposed marketing strategies to leverage business• Trained the team on best practices to boost their technical and soft skills

• Led a team of seasoned customer experience management professionals handling 7 projects across customer segments ranging from mid- segments to ultra-luxury, managing end to end customer life cycle• Worked towards business enhancement and revenue generation by co- ordinating with banks for various schemes.• Collaborated with Marketing team for client segmentation to devise strategies for the niche client set• Steered the collection team for reviewing and planning for better cash- flow forecasting• Administered the documentation team for smooth onboarding of customers, ensuring timely communication and updates• Ensured timely submission of progress updates to all the customers in collaboration with the respective project teams.ACHIEVEMENTS• Complaints Reduction by 8% achieved and CSAT and NPS increased by 6.3% and 4.91% respectively• Successfully collaborated with the IT team for planning and release of a Customer Portal app for customers for self-help across the lifecycle for better customer experience. • Generated referral business worth 24 Cr across projects

• Managed process protocols for Pune Project worth Rs. 350 Cr. and for Bangalore Projects worth Rs. 700 Cr.• Conducted meetings with customers for projects nearing possession to appraise them on way forward and address grievances• Handled the MD Escalation Desk for Pune and Bangalore Projects, with an asset base of Rs. 1,053 Cr approximately• Handled training of team in Pune and Bangalore consisting of 6 CRM personnel for Luxury projects by Puravankara for grievance redressal pertaining to customers• Coordinated the implementation of new CRM campaign management tools inclusive of email service provider integration, front-end integration, and CRM integration with the internal IT department, third-party ecommerce providers.ACHIEVEMENTS• Planned and strategized the launch of Goa Project (Adora de Goa) and Bangalore project (Provident Park Square).• Handled documentation process and devised payment schemes as per customer requirements.

Entering the real estate sector as a senior executive, I progressed to head a customer relationship/experience team with a central focus on enhancing operational efficiency through strategic process restructuring. This commitment to optimization extended to overseeing regular reviews, formulating strategies, and managing deliverables for the Customer Relationship Team, fostering a culture of efficiency and excellence through comprehensive training in soft skills and technical aspects.