Property Manager Customer Service

Akhil Girdhar

E-Mail: *********@*****.**.**

Phone: +91-989*******

Preferred Location- Delhi NCR

~ SENIOR LEVEL ASSIGNMENTS ~

Versatile, High-energy professional successful in achieving business growth objectives within turnaround and rapid changing environment; targeting assignments in Operations Management/ Sales & Marketing/ Strategic Planning/ Client Relationship Management with leading organizations

PROFILE SUMMARY

Achievement-driven professional with over 21 years of experience including over 2 year of entrepreneurial experience; gained commendable success in Service Delivery, Operations Management, Sales & Marketing and Team Management

Skilled in strengthening partnerships with customers, building win-win relationships, advising customers on matters relating to leases, contracts, development and investment

Exposure in successfully ramping business assignments; while working in close coordination with clients and ensuring effective service deliverables

Actively contributed towards implementing Operations, marketing & sales strategies, screening incoming sales inquiries, supplying property information, tracking prospects, and managed special projects as assigned

Proficient in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to SLAs & managing cost-effective operations; competent in implementing effective solutions to the customer needs, with an aim to improve customer contentment and consequently customer loyalty, repeat & referral business

Excellent interpersonal skills with the capability to relate to people at any level of business

CORE COMPETENCIES

~ Operational Effeciency ~ Sales & Marketing ~ Process Management

~ Service Delivery ~ Strategic Planning ~ Profit Centre Operations

~ Staff Management ~ Revenue Expansion ~ Team Management

ORGANISATIONAL EXPERIENCE

Squareyards Consulting Pvt Ltd Aug’22 – Till Date

Director –TBJ Enterprise

Squareyards Consulting Pvt Ltd Sep’21 – Aug’22

Associate Regional Head - Operations & Sales

Role :

Conferred with Sales Managers and Team Leaders to communicate Tragets, with Sales Team to boost revenue and improve Promotional Startegies.

Planning and Forcasting Unit Sales

Devised and Published metics to measure organisation success in delivering world class customer service.

Team Building,

Exceeded team goals and collaborated with Team Leaders along with Weekly Reviews.

Conduct daily training sessions and weekly seminars for sales team to improve sales techniques

Meeting client

Project Closing meetings - Accompany buyers during inspections of property, advising them on the suitability and value of the homes based on current market conditions

Lead Generations

To make Future Leaders

Team Leaders Weekly Reviews.

Investors Clinic Pvt Ltd Aug’19 – Sep’21

Associate Vice President – Operations & Sales

Feb’03 – May‘04

Role :

Evaluate mortgage options helping clients obtain financing at the best rates and terms.

Advise sellers on how to make homes more appealing to potential buyers.

Compared current properties with similar recently-sold properties to determine competitive market prices

Promoted property sales through advertisements, open houses, multiple listing services, and other online advertising platforms

Interviewed clients to determine what properties they were seeking, generating lists to meet those requirements from available properties

Interpersonal and negotiation skills

Marketing through Social Media & Networking

Employment History:

Squareyards Consulting Pvt Ltd Jul’18 – Aug’19

Senior Area Manager - Operations & Sales

Feb’03 – May‘04

Duet Group, SARE Homes Nehru Place/Gurgaon Jul’16 – June’18

Branch Manager/ Unit Manager – Operations & Sales

Feb’03 – May‘04

EAPEX Infra Projects Pvt. Ltd., Noida Aug’13 – Jul’16

General Manager – Operations & Sales

2 perfomance awards

Feb’03 – May‘04

Investors Clinic Infratech Pvt. Ltd., Noida Apr’11 – Mar’12

Sr. Manager – Operations & Sales

HCL Technologies Pvt. Ltd., Noida Dec’02 – Nov’10

Sr. Manager – Operations 8 years

2 Awards & 7 Perfomance Certificates

Feb’03 – May‘04

HCL Tech Role:

Implementing the annual business plans / strategies for maximizing profitability & revenue generation & realizing organizational goals

Enforcing business plan & income budget, sales strategy, performance improvement program including ways for enhancing skills.

Planning as well as advising for various residential, commercial & retail projects for ensuring all legal and developmental norms; addressing the customers’ queries for product, sales & gathering feedback to improve products and services

Executing the pre-launch surveys for the new project and coordinating with the bank for project approvals/ loans

Developing and maintaining a long-term professional & beneficial relationship with all existing Retail Groups and tenants to ensure continued and future business from this sector.

Providing real estate consultancy services entailing strategic advice on current property trends, market potential & future expectations; leading the entire branch operations right from launch including services, timelines, cost targets, pricing, business case and go-to-market strategy

Building & implementing strategies for achieving reduction in the overall cost and tight OPEX control

Creating lean and efficient straight through low cost processes for efficient delivery resulting in a high level of customer satisfaction and low TAT

Highlights:

At Sare Homes Duet Group

Led a team of 50 members, managed whole branch operations, sales & marketing as well as coordinated with dealers

Tracked performance through various reports, MIS & performance tracker software - in4suite

At EAPEX Infra Projects Pvt. Ltd.

Led a team of 40 members; managed complete operations, sales & marketing as well as coordinated with dealers

Sold:

o50 units to Future First of Victory Group

oVarious flats in Bhutani, Jaypee Greens, Supertech, Amrapali & so on

oMany units in Victory Ace & Victory Crossroads as well

o

At Investors Clinic Infratech Pvt. Ltd.

Delivered convincing oral sales presentations to potential clients and investors

Conducted research on rental pricing trends & made appropriate pricing recommendations to assist property manager

Assisted buyers with the financing of their new home purchase

Sold units through advertising campaign, including signs, postcards, business cards & newspaper announcements

HCL Technologies Ltd., Noida Dec’02 – Nov’10

Growth Path:

Dec’02 – Apr’05 CSE

May’05 – Jan’06 Fast Tracker

Feb’06 – Feb’08 Team Leader - Operations

Feb’08 – Nov’10 Sr. Manager – Operations

Role:

Led a team of minimum 90 Associates in Inbound, Backend Process and supervised Fixed Lines / Broadband Billing and Provision queries for BT customers along with their accounts through SMART & Oneview applications

Operations Management

Framed work direction & plan for associates after assessment of their capabilities; prepared & presented various weekly/monthly MIS reports pertaining to process/productivity

Set-up targets according to SLAs, and maintained CTQ (Critical to Quality)/ CTP (Critical to Process) parameters

Process Management

Mapped business requirements and coordinated in developing & implementing processes in line with preset guidelines; monitored the overall functioning of processes, identified improvement areas and implemented measures to maximize customer satisfaction level

Conducted internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines

Customer Relationship Management

Mapped client’s requirement, identified improvement areas & ensured maximum customer satisfaction levels

Ensured continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels; implemented quality standards for various operational areas, ensured a high-quality customer experience while adhering to the SLA’s and work processes

Team Management

Managed team functions like manpower planning, recruitment & selection, induction, performance appraisal, training, & so on

Led, mentored & monitored the performance of Team Associates to ensure all campaign delivery targets are achieved and exceeded within defined budgets

Highlights:

Rewarded with following awards & 50 Pounds each time for consistent delivery on Customer VSAT (Saturn) and OCR

oQ1 (AMJ’10) BT Quarterly Award

oQ2 (JAS’09) BT Quarterly Award

oQ3 (OND’09) BT Quarterly Award

oQ4 (JFM’10) BT Quarterly Award

Recipient of HCL BPO-N4 Best Manager Award for the period JFM’10

Successfully earned lots of incentives on the basis of top performance on Customer VSAT

Steered various initiatives & shared creative ideas as well as managed daily activities like providing in security audits, PCMM certification & increasing productivity through best practice sharing

Led a team of 18 Associates & ensured all campaign delivery targets are achieved and exceeded within defined budgets

Played a major role in ensuring delivery of resource levels, achieving both planned and unplanned absence targets and keeping attrition level at the minimum

Merit of being awarded for showing the maximum improvement in Payment Options for the month of Dec’06 (consistently improved week on week)

Certified for having nil attrition for the month of Nov’06 at Centre Level

Considerably contributed in the growth of the team members:

o2 Advisors moved from the team as Quality Analyst

Received:

oStar Award on Annual Day as "Inspiring" Employee”

oExcellence Award for March, October, November-2003 and February, March-2004

Recognised as Consistent ‘Outstanding’ Performer during October 2003 to May 2004 with highest AES score in the team and remained amongst the top 5% performers in the Centre throughout

Managed the Span/ Team in the following campaigns:

oIncubator

oBroadband Billing Contingency

oPSTN Billing Contingency

oPayment Collections Unit (PCU)

oFoundation Billing

PREVIOUS EXPERIENCE

Jaypee Palace Hotel, Agra Sep’01 – Sep’02

Multi-Skilled Supervisor

Hyatt Regency Hotel, Delhi Dec’00 – Jun’01

Trainee

ENTREPRENEURIAL EXPERIENCE

City Consultants, Noida Jun’12 – Jul’13

Business Partner

TRAININGS

UK Culture Workshops (Functional)

Team Leader / Manager Development Programme

Information Security Trainings (Compliance)

Developmental Training (Skill Enhancement)

Process Trainings

ACADEMIC DETAILS

2001 B.Com. (Pass) from Delhi University, Delhi

2001 Diploma in Hotel Management from Maharishi Arvind Institute of Science & Management, Jaipur

2003 MBA – Symboisys

Personal Details

Date of Birth: 5th December 1979

Languages: English & Hindi

Address: Dayanand Colony, Lajpat Nagar- 4, New Delhi – 110065

Father: Rt. Dep. Director AIR (Govt Job)

Mother: House Wife

Wife: Visa Fecilitation Services

Elder Brother: Business

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