Deputy Manager CRM
CBRE South Asia Pvt. Ltd
Total years of experience :5 years, 8 Months
• Customer Relationship Management - addressal of customer escalations, identification and categorization of complaints, delivery of information, proposal of suggestions, closure of complaints etc.
• Preparing daily complaint report, weekly analysis, monthly analysis of complaints and other reports
• Preparing detailed monthly management report and presenting to the top management
• Establishing and implementing the rules and policies.
• Conducting staff training, team building activities
PROFESSIONAL ACHIEVEMENTS
• At CBRE, was promoted from Assistant Manage to Deputy Manager within 10 months basis performance
• Was awarded with “Champion’s Award” at CBRE for achieving a high customer satisfaction score
• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty
• Handling customer queries and grievances on emails and calls
• Escalations Management
• Preparing MIS and circulating it to the management
• Maintaining Database of projects
• Identified the potential incoming customers and from the given data base and counseled the organization on ways of converting them to loyal members
• Target existing and potential strategies customers to identify needs, develop and follow through on new leads through various sources
• Prepared MIS and feedback for the management team with periodic presentation