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Fantastic profile for Customer Management Role, passionate for people and processes
Ekta Dedhia
,
Pimlico, United Kingdom
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Skills
I'm offering
Profile: A passionate and energetic leader, with strong analytical and interpersonal skills, experienced in driving operations through effective team leadership. A highly accomplished Senior Client Relationship Manager with a track record of applying service operations leadership, project management, and commercial expertise in large scale real estate projects for multinational companies. Proven Career progression through Leadership and People Development.
CAREER ACHIEVEMENTS Godrej Properties • "Outstanding Customer Service award - 2018 and 2019" awarded across all Godrej Group Companies worldwide for setting up a customer service team, delivering highest overall targets along with the maximum employee and customer satisfaction scores (NPS). • Legends Awards 2017 and 2018 - Best Customer Centricity Team - Godrej Properties Ltd. • Nomination for the Economic Times Young Leader Award for being the youngest and most successful Segment Head in the Customer Service Vertical at Godrej Properties Ltd. Lodha Group • Awarded Best Team Leader Award for 2015 - 2016 with the highest scorecard across the customer service function and playing an instrumental role in leading the pilot for their customer onboarding team in the Residential segment. University of Bath • Elected as Academic Representative for the MBA cohort 2020 by 51 classmates
CAREER ACHIEVEMENTS Godrej Properties • "Outstanding Customer Service award - 2018 and 2019" awarded across all Godrej Group Companies worldwide for setting up a customer service team, delivering highest overall targets along with the maximum employee and customer satisfaction scores (NPS). • Legends Awards 2017 and 2018 - Best Customer Centricity Team - Godrej Properties Ltd. • Nomination for the Economic Times Young Leader Award for being the youngest and most successful Segment Head in the Customer Service Vertical at Godrej Properties Ltd. Lodha Group • Awarded Best Team Leader Award for 2015 - 2016 with the highest scorecard across the customer service function and playing an instrumental role in leading the pilot for their customer onboarding team in the Residential segment. University of Bath • Elected as Academic Representative for the MBA cohort 2020 by 51 classmates
Markets
United States
United Kingdom
Industries
Language
English
Fluently
Ready for
Available
My experience
2020 - ?
freelance
MBA Marketing Consultant
Zest Sales and Lettings.
Bath UK (part-time)
A premier award winning Estate Agent in South West England dealing with an average property price of
£500,000 https://www.zestlovesproperty.com/
FEB 2020 - • Planning and Executing Social Media content in collaboration with graphic design, to boost
Till date
lead generation and brand awareness. This has led to a 20% increase in customer base.
• Planning communications to engage with existing customers and content marketing to
attract new customers. Initiated a tie-up with Brief Your Market to regularise customer and brand communication.
Godrej Properties - India's largest listed real estate firm, a part of a global conglomerate with a turnover of UDS 40 BN Godrej group which is amongst India's most diversified and trusted conglomerates.
https://www.godrejproperties.com/
Joined as Manager - Customer Relationship Management (CRM) - The Trees project
Promoted to Senior Manager and Head of CRM and Operations in 2 years for The Trees project.
• Led a team of 11 Managers, that engaged with 900 HNI clients for the longevity of 4 years from the start of construction until the possession of their homes. This involved assisting clients with legal,
MAY 2016 - taxation and financial solutions.
NOV 2019 • Project Management and Integrated Business Planning with - Sales and Marketing, Project and Construction, Legal, Finance and Accounts team, to track progress and ensure focus on time vs cost
vs quality of the project.
• Liaised with the IT division to implement Salesforce, to design and customise it basis Real Estate
requirement.
• Ensured revenue generation of over £80 million per year, through strategizing processes,
restructuring payment plans, amnesties, and other initiatives.
• Initiated the first loyalty and referral campaign in the customer service vertical, contributed
to 20% (£5 million per year) of the yearly sales target.
• Achieved the highest Net Promoter Score in the company as well as the highest Employee
Satisfaction score of 86%.
Lodha Group (turnover of about $80 BN) - promoted as Team Leader, Customer Service Operations -
Downtown (Residential project) in April 2015 (Mumbai, India)
India's leading Real Estate firm, now with two premium properties in London -
No. 1 Grosvenor Square and Lincoln Square https://www.lodhagroup.co.uk/ & https://www.lodhagroup.in/
• Led a team of 16 relationship managers, who engaged with over 1,600 clients in the Residential
Sector, guiding them on project updates, finance options, legal requirements and payment reminders.
• Devised strategies directed at reducing the percentage of payment defaulters and increase revenue
collection in short time frames.
A premier award winning Estate Agent in South West England dealing with an average property price of
£500,000 https://www.zestlovesproperty.com/
FEB 2020 - • Planning and Executing Social Media content in collaboration with graphic design, to boost
Till date
lead generation and brand awareness. This has led to a 20% increase in customer base.
• Planning communications to engage with existing customers and content marketing to
attract new customers. Initiated a tie-up with Brief Your Market to regularise customer and brand communication.
Godrej Properties - India's largest listed real estate firm, a part of a global conglomerate with a turnover of UDS 40 BN Godrej group which is amongst India's most diversified and trusted conglomerates.
https://www.godrejproperties.com/
Joined as Manager - Customer Relationship Management (CRM) - The Trees project
Promoted to Senior Manager and Head of CRM and Operations in 2 years for The Trees project.
• Led a team of 11 Managers, that engaged with 900 HNI clients for the longevity of 4 years from the start of construction until the possession of their homes. This involved assisting clients with legal,
MAY 2016 - taxation and financial solutions.
NOV 2019 • Project Management and Integrated Business Planning with - Sales and Marketing, Project and Construction, Legal, Finance and Accounts team, to track progress and ensure focus on time vs cost
vs quality of the project.
• Liaised with the IT division to implement Salesforce, to design and customise it basis Real Estate
requirement.
• Ensured revenue generation of over £80 million per year, through strategizing processes,
restructuring payment plans, amnesties, and other initiatives.
• Initiated the first loyalty and referral campaign in the customer service vertical, contributed
to 20% (£5 million per year) of the yearly sales target.
• Achieved the highest Net Promoter Score in the company as well as the highest Employee
Satisfaction score of 86%.
Lodha Group (turnover of about $80 BN) - promoted as Team Leader, Customer Service Operations -
Downtown (Residential project) in April 2015 (Mumbai, India)
India's leading Real Estate firm, now with two premium properties in London -
No. 1 Grosvenor Square and Lincoln Square https://www.lodhagroup.co.uk/ & https://www.lodhagroup.in/
• Led a team of 16 relationship managers, who engaged with over 1,600 clients in the Residential
Sector, guiding them on project updates, finance options, legal requirements and payment reminders.
• Devised strategies directed at reducing the percentage of payment defaulters and increase revenue
collection in short time frames.
Sales, Agent, Winning, LED, UP, Manager, Processes, Social, Campaign, Net, It, Content, Service, Social Media, Finance, Management, Customer service, Salesforce, Graphic design, Operations, CRM, Project Management, Design, Content marketing, Marketing
2014 - 2016
job
Manager, Customer Service
Trump Towers.
OCT 2014 - APR 2016 • Analysed business performance, identified internal process bottlenecks and devised mitigation plans considering a volume based operations strategy, leading to a complete change in structuring.
Recruited as Manager, Customer Service - Trump Towers, a flagship residential project
Lodha Group (Mumbai - India)
• Managed High Net Worth clients of the flagship project - The Trump Tower Mumbai and The Park with A starting price of £900,000 for the smallest apartment size.
• Engaged in cross-sell and advance payment initiatives.
• Collaborated with the Marketing team for creatives such as Onboarding brochures to engage and educate the customers on the key milestones in their project journey.
Recruited as Manager, Customer Service - Trump Towers, a flagship residential project
Lodha Group (Mumbai - India)
• Managed High Net Worth clients of the flagship project - The Trump Tower Mumbai and The Park with A starting price of £900,000 for the smallest apartment size.
• Engaged in cross-sell and advance payment initiatives.
• Collaborated with the Marketing team for creatives such as Onboarding brochures to engage and educate the customers on the key milestones in their project journey.
Marketing, Operations, Onboarding, Customer service, Service, Net, Manager
2013 - 2014
job
Senior Manager, Commercial Retail and Offices
Art Guild House, The Centrium and Paragon Plaza.
(Commercial Projects) - https://www.thephoenixmills.com/
• Led a team of 7 relationship managers who were responsible for customers and brands in commercial sales and commercial lease.
JAN 2013 - OCT 2014 • Cash-flow management, to ensure cashflow efficiency and timely payments to channel partners, brokers and marketing agencies.
• Facilitator for all legal and commercial negotiations of both Sales as well as Leave and Licence for
large commercial office spaces.
• Responsible for all Financial and Legal due diligence to gauge business viability prior to transaction
culmination. Providing Operations assistance to Clients to source future lease and manage paperwork
• Led a team of 7 relationship managers who were responsible for customers and brands in commercial sales and commercial lease.
JAN 2013 - OCT 2014 • Cash-flow management, to ensure cashflow efficiency and timely payments to channel partners, brokers and marketing agencies.
• Facilitator for all legal and commercial negotiations of both Sales as well as Leave and Licence for
large commercial office spaces.
• Responsible for all Financial and Legal due diligence to gauge business viability prior to transaction
culmination. Providing Operations assistance to Clients to source future lease and manage paperwork
Marketing, Retail, Operations, Due Diligence, Cash Flow, Management, Sales, Facilitator, Office, Manager, LED
2011 - 2013
job
Assistant Manager, Customer Service
Omkar Realtors and Developers Pvt. Ltd.
(Mumbai - India)
• Setting up Enterprise Resource Planning software in the organisation.
FEB 2011 - JAN 2013 • Creating a Standard Operating Procedure for the Operations Team in alignment with Sales, Strategy, Legal and Finance.
• Customer management of 3 projects (approximately 650 customers).
• Market Research and Analysis of best practice in the industry and implementation of the same
in the department.
• Setting up Enterprise Resource Planning software in the organisation.
FEB 2011 - JAN 2013 • Creating a Standard Operating Procedure for the Operations Team in alignment with Sales, Strategy, Legal and Finance.
• Customer management of 3 projects (approximately 650 customers).
• Market Research and Analysis of best practice in the industry and implementation of the same
in the department.
Operations, Market research, Research, Customer service, Management, Finance, Sales, Service, Implementation, Software, Organization, Enterprise, Manager, UP
2007 - 2011
job
Customer Service Advisor
JP Morgan Chase and Barclays Bank.
• Quality Coach and Mentor for other team members. • Providing customers in the US with financial assistance during the Financial Crisis.
• Engage with customers in the UK and assist with online banking.
• Assist customers to understand and use the Barclays PIN-entry system.
• Engage with customers in the UK and assist with online banking.
• Assist customers to understand and use the Barclays PIN-entry system.
Mentor, Customer service, Service, Banking, Coach, Online
My education
University of Bath
MBA, N/a
MBA, N/a
?
-
2007
Mumbai University
Bachelors, Sanskrit Literature and Philosophy
Bachelors, Sanskrit Literature and Philosophy
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