Sonia Sharma

Mobile :+919*********

E-Mail:ac8dcv@r.postjobfree.com

CAREER ABSTRAC

Operations manager with experience of successfully coordinating the activities of various departments concerned with the project related services. Comfortable working with people of all levels and having an excellent commercial approach to solving problems and developing business processes.

Presently Working as GM : Operations & Services (Process Management, Team Management, Internal Process Compliance, Customer Relationship Services, Strategic Planning) with DASNAC GROUP.

A keen learner with strong analytical & problem solving skills abilities teamed with effective communication skill.

DASNAC GROUP (Delhi) 12 June to till date

GM: CRM

To follow up by Team regarding due payments and pending documentation etc

Inventory Management for all formats

To manage Customer queries on daily basis.

To manage specifically recovery from customers

To manage Cancellation Process

To make sure that Demand, Reminders, Allotment Letters should be printed on time.

Preparing financial reports and submissions

Arranging financial audits and reviews as required.

Escalation

Preparation of Weekly Reports

Team Handling

SARVOTTAM GROUP (Noida) DEC 2017 to 10 June 18

CRM HEAD: Operations & Services

Processing of Signed Agreement and get it verified by Sales, Accounts as well as Management.

Booking From verification and approved as well as 4QT.

Documentation verified of All booking forms recevied.

Files Approved by the Management.

Builder Buyer Agreement to be sign,when KYC has been clear.

Process fund transfer in master sheet and in 4QT.

Collection messages to the HOD’s and Management on daily basis.

Resolving Queries of Customers i.e. Calculation etc.

Achieve monthly Targets.

Established New Customer account.

Ensured Cheque & RTGS collection target met.

Handle customer queries and inform to our HOD.

Best follow-up of Escalations.

Co-ordinating with Customers and Bank.

Handled customer queries over the e-mail & resolved them.

Distinctively involved in developing scripts of call, as per customer satisfaction.

Establish and implement departmental policies, goals, objectives, and procedures.

Managing the entire work associated with the project say, Complying with all legal documents, preparing approval sheets, reconciliations, sanctioning the bills etc.

Preparation of confidential project reports and gathers the approval on inputs from Directors.

Vetting & Preparation Analyst the Customer Credit worthiness on the behalf of Personal Interview & On the behalf of Customer’s documentation. (Complete credit).

Supervising a team of 4 executives for OCEN infra. Limited for following domain.

Coordinate with Banks for Project Financing and APF of Project Budget preparation like mis reports forcasting demands etc.

Liaisoning with Various Banks for Approval of New Project.

Ensuring co-ordination between Team members and Bank personnel.

Ensuring smooth functioning of end-to-end operation in the unit.

Coordinate with Banks for Project Financing and APF of Project.

AJNARA GROUP (Real Estate) March 2016 to 1 April 2017

Manager Commercial: Operations & Services

Back-end process for possession part, final demand, payment No Dues, and execution of sale deed.

Preparing the Internal MIS for the process.

Receiving process related financial data/ information and process them as per the business rule defined by the client.

Distinctively involved in developing scripts of the calls, as per customers satisfaction.

Handled customer queries over the e-mail & resolved them.

Responsible for planning and managing the operational activities of Helpdesk team to ensure that the customer service is in line with the customer requirements.

Receive process related financial data/ information and process them as per the business rule defined by the client.

Accurate processing of transactions as per defined business rules and report progress on tasks assigned by the immediate supervisor.

Working Resolve operational and customer issues through in-depth coordination with cross functional/ cross divisional teams.

on SAP/Tally9.0 software.

Resolving Queries of Customers i.e. Calculation etc.

Achieve monthly Targets.

Established New Customer account.

Ensured Cheque & RTGS collection target met.

Handle customer queries and inform to our HOD.

Best follow-up of Escalations.

Co-ordinating with Customers and Bank.

VARDHMAN GROUP (Real Estate) July’12 to March 2016

Deputy Manager: Mortgages

Heading the entire Operations and Service section of projects namely, ”SPRINGDALE” at Dharuhera (HARYANA) and “ETA RESIDENCY” at Greater Noida (UP) in Vardhman Group.

Establish and implement departmental policies, goals, objectives, and procedures.

Managing the entire work associated with the project say, Complying with all legal documents, preparing approval sheets, reconciliations, sanctioning the bills etc.

Project Analysis, Budgeting of the costs of “Springdale and ETA Residency” to the Directors for their valuable insight into the projects development to make better decisions on monthly basis.

Heading up the entire process to cancel and refund of existing bookings of respective clients of said projects.

Handling Pre-sales team of SPRINGDALE & ETA RESIDENCY Project which takes care of selling the availability of inventory and reporting.

Preparation of confidential project reports and gathers the approval on inputs from Directors.

Vetting & Preparation Analyst the Customer Credit worthiness on the behalf of Personal Interview & On the behalf of Customer’s documentation. (Complete credit).

Supervising a team of 8 executives for Earthe infra. Limited for following domains.

Earth Infrastructure Limited (Delhi) May 2010 to june 2012

Sr. Manager— Home Loan Finance

Responsible for planning and managing the operational activities of Helpdesk team to ensure that the customer service is in line with the customer requirements.

Resolve operational and customer issues through in-depth coordination with cross functional/ cross divisional teams.

Receive process related financial data/ information and process them as per the business rule defined by the client.

Accurate processing of transactions as per defined business rules and report progress on tasks assigned by the immediate supervisor.

Nurturing the team and solving their day to day problems .

Analyst the Customer Credit worthiness.

Researching and reporting on factors influencing business performance.

Analyzing competitors and market trends.

Producing accurate Collection (from clients) reports to specific deadlines.

Coordinate with Banks for Project Financing and APF of Project Budget preparation like mis reports forcasting demands etc.

Liaisoning with Various Banks for Approval of New Project.

Ensuring co-ordination between Team members and Bank personnel.

Ensuring smooth functioning of end-to-end operation in the unit.

Coordinate with Banks for Project Financing and APF of Project.

Liaisoning with Various Banks for Approval of New Project.

Ensuring co-ordination between Team members and Bank personnel.

Ensuring smooth functioning of end-to-end operation in the unit.

Complete knowledge of processing & Documentation of Retail Products.

Axis Bank Limited (Asst. Retail Centre) Delhi April 2007 to March 2010

Sr. Operations Executive

Appraising Credit Worthiness of Salaried/Self-employed/Professionals Companies for processing & Credit appraisal of Home Loan.

C

ICICI HFC LTD (C.O.-Sector-18 Noida ) March 2001-March-2007

Team Manager

Monitoring delinquency parameters through constant interactions with the Collections team, analyzing trends and suggesting learning out of the same .

Co-relating with Legal, Technical and FCU Team for the HL & Home Equity Loan ensuring the tracking up of files up-to-date.

Credit Analysis of High Profile Customer (Both Individual & Corporate).

Ensure the Compliance of process at all steps.

Taking care of New Launching of Projects at builder site.

Taking constant feedback and forwarding the same to the Branch Credit Manager for instant solution.

Ensuring co-ordination between team members and motivating them to reduce the turnaround time (TAT).

Researching and reporting on factors influencing business performance.

Analyzing competitors and market trends.

Producing accurate Collection (from clients) reports to specific deadlines.

Complete pre & post Sanctioning Formalities.

# ACADEMIC CREDENTIALS

Graduation : B.A. (Pass) Delhi University

Class X II : C.B.S.E Board

Class X : C.B.S.E Board

SOFTWARE EXPOSURE

Well versed in use of MS-Office (MS-Excel, MS-Access, MS-Word, MS-PowerPoint, MS-Outlook)

KEY STRENGTHS

Proven ability to lead, motivate and build successful teams.

Nurturing healthy relationship with customers by satisfying their queries/complaints and providing them advice as per their individual needs for referral & repeat business.

Having proven people management skills, with the ability to manage performance and motivate staff on an individual and team level.

Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.

Ability to manage operations within budgetary constraints.

(CORE COMPETENCIES)

Process Development Internal Compliance Team Management

Customer Relationship Management Strategic Planning

MAJOR ACHIEVEMENTS

Declared and Awarded for developing the process in Systematic manner and best personal relationship management & People management respectively from Directors, on Company’s Annual Day of VARDHMAN held on 14-Jan-2014 & 14-Jan-2015 at Raddisson Blu, Paschim Vihar, New Delhi.

Have won “Employee of the Year 2010” Certificate from Earth infra. Ltd. in August 2010.

PERSONAL DETAILS

Date of Birth : 30th June, 1978

Husband Name : Harshan Kalia

Languages known : Hindi, English & Punjabi

Nationality : Indian

Marital Status : Married

Present Address : House No.74, Krishna Nagar, Delhi – 110051

Hobies & Interest : Interacting & Socializing with People,Traveling & Reading

Reference : provided on requirement.

ABOUT SELF

Co-operative, Sincere & Positive attitude

From my work experience till date, I have learnt the facts, that SELF LEARNING is the best form of education. Secondly, CRITICISM always helps you to improve the self-performance and to achieve goals.

I hereby solemnly declare that above information are true to best of my knowledge and belief.

Thanking you Sonia Sharma Kalia

Date :- 1 Aug 2016

Place:- New Delhi

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