CUSTOMER RELATIONSHIP MANAGER REAL ESTATE

Skilled Summary

Customer Relationship Manager with nearly 3 years of experience in the Real Estate industry, specializing in Customer Relationship Management (CRM), Customer Experience, Escalation Management, Collections, Customer Retention, and Possession & Handover. Proven expertise in managing the complete customer lifecycle, building long-term customer relationships, resolving escalations, and coordinating with cross-functional teams to ensure seamless service delivery.

Key Responsibilities

- Managed end-to-end customer relationships for a portfolio of 200+ customers, acting as the Single Point of Contact (SPOC) from booking to possession and post possession support.
- • Delivered exceptional customer experience through proactive communication, relationship management, and timely resolution of customer queries.
- • Conducted customer onboarding and educated customers on payment plans, construction-linked milestones, home loan processes, financing options, and company policies.
- • Managed customer escalations, complaints, and service requests, ensuring prompt resolution within defined turnaround times.
- • Coordinated with Sales, Finance, Legal,



Projects, Construction, Banks, and Site teams to ensure smooth customer servicing and issue resolution.
- • Drove collections by monitoring payment schedules, following up on outstanding dues, and coordinating with banks for loan disbursements.
- • Assisted customers with home loan documentation, financial coordination, and payment-related concerns.

- Core Competencies
- • Customer Relationship Management (CRM)
- • Customer Experience Management
- • Customer Lifecycle Management
- • Booking to Possession Management
- Customer Onboarding
- • Escalation & Complaint Management
- • Customer Retention & Loyalty
- • Client Servicing
- • Collections & Payment Follow-up
- • Home Loan Coordination
- • Property Transfer & Possession
- • Stakeholder Management
- • Cross-functional Coordination
- • Team Leadership & Mentoring
- • Vendor Management
- • MIS Reporting & Documentation
- • Process Improvement
- • Conflict Resolution
- • Service Excellence
- • High-Rise Residential Real Estate Operations
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📌 Customer Relationship Manager(CRM) (Ludhiana)
🏢 Dhani Loans and Services (DLSL)
📍 Ludhiana