Shruti Kikani

Build, train and manage a team of executives handling telesales, CRM and collections. Communicated to the clients via emails, phone calls and face to face meetings. Managed escalations for other team members.
Ensured that the owner gets good tenants and deals in the market.
Build structured departmental processes & strategies to ensure CRM & Collections are efficiently managed.
Build long-term and loyal customer relations by suggesting them perfect Real Estate Investment options.
Work with Senior Practice Management Staff to identify, map work processes in each functional area and determine the most effective method to ensure minimum cancellations while managing excellent service levels.
Ensure the implementation of SalesForce in the department to provide executives with ease of work and data collection from all sources. This enabled the executives to be more productive and deliver the collections results expected by the company.
Prepare MIS/Dashboard and perform data analysis on it for generating reports which in turn provide feedback to Senior Management.

Worked as Customer Relationship Manager at the Mumbai office of Lodha Group and handled a number of projects from pre-launch to possession (July 2010 - Oct 2013). Have worked in every stage of customer lifecycle including on-boarding, sustenance and possession.
o Transferred to the Dubai office of Lodha Group in December 2013 to handle GCC’s 3000+ customer base as one point of contact for post sales and end to end client experience and service from October 2013 to October 2019.
o Hired, built and managed a team of extremely trained CRM experts to ensure high service levels and minimum escalations.
o Improved operational efficiencies by designing SOPs, departmental policies and procedures, KPIs for the team
o Designed and implemented Customer Experience Strategies (CX Strategies) and delivered positive NPS for the company. Implemented Customer Journey Mapping tools and RFM Model.
o Increased performance and effectiveness of teams by encouraging commitment to organizational best
practices and corporate policies.
o Worked on CRM tools / modules like SAP, Sales Force (SFDC) and CDI (internal) to enter, store and produce MIS reports for Management Meetings.

Communication and Client Relations

o Worked as HNI Relationship Manager for the most famous and esteemed Lodha Group project "The World Towers" and “The Park” situated in Mumbai ensuring that the SOPs are observed during the customer life cycle for a consistent customer experience. This enabled an increase in loyalty sales business for the company by 10%.
o Planned and conducted various events for the residents of these prestigious towers enabling the company to maintain their service levels >90%.
o Worked with the team of CRM experts on digitization of client communications on SalesForce to ensure consistent and timely communications are sent to clients. This improved the team’s productivity and ensured that we achieve our collection targets and enabled advance collections.



Office Administration & Executive Assistant to the President of GCC

o Managed President (GCC)’s diary, travel, meetings and calls. Also, coordinated administrative functions, including complex calendar management with focus on proper allocation of Executive Availability.
o Produced accurate office files, updated spreadsheets, crafted presentations and performed data mining to support President (GCC) in doing Market Research.
o Delivered top-notch administrative support to office staff, promoted excellence in all forms of office operations.
o Systematized and guided entire crucial operations like marketing, training, key corporate account development, communications, risk reduction, outside vendor negotiations, legal affairs and financial/accounting functions.

Strategy Consulting Projects in Infrastructure domain areas of SEZ / Township Development, Tourism, Real Estate, Ports and Construction Materials
Engaged in basic market analysis and research for projects from Secondary and Primary resources
Assisting a team of professional consultants in conducting best land use study, techno economic feasibility studies, market and demand assessment, due diligence studies and business planning studies for various projects
Preparing Power Point Presentations & Microsoft Word Reports and assisting the Project /leader to present them to the clients
Preparing MIS Reports, Budget Sheets, Case Studies and Client Invoices for Practice Head
Working on Databases like Capital Line, Bloomberg, EIU and CRISIL
Business Development like cold sales calls and calls to HNI clients, follow up, MIS maintenance, meeting HNI clients
with the Team Leader, promoting the company
Client Relationship Management activities like arranging meetings with the

Portfolio Management in financial products like mutual funds, insurance and equity of Kotak’s HNI clients
Conceptualization of financial products
Preparing mailers and market updates for the clients
Coordinating with branches and promoting insurance and mutual funds.
Relationship Management activities like advising clients for investments, helping with the paper work and follow up
Handling a team of 8 Financial Advisors / Management Trainees
Formulating sales target and motivating the team to achieve them
Formulating various contests for the team to motivate them to achieve their sales target