Ms. Rachna Madhok I - 327, Rishi Nagar, Rani Bagh, Delhi - 110 034 9811581285 E-mail : madhokrachna@gmail.com Objective Seeking a challenging and creative position within a progressive environment with opportunities for professional growth based on performance and accomplishments. Career Summary A competent professional and a proven leader with over 18+ years of rich experience in the field of C.R.M, Commercial, Operations and Administration apart from various aspects of Marketing, Sales, Distribution & Business Management with proven track record of Strategic Planning, Profit Center Operations, Work Force Training and Development, Business Development, General Administration and Customer Relationship Management. Exposure to the complete sales, post sales process from leads Management to Collections and post-sales Customer service. A dedicated team player and open to challenges. Academic/Professional and Technical Qualifications • Graduated in B.Com (Pass) from Delhi University in the year 1998. • Diploma in Office Management from New Delhi Y.M.C.A. in the year 1996. • Post-graduation in Public Relations from Bharatiya Vidya Bhavan in the year 2002. • Completed six months course in Computer Applications from N.I.I.T.; Proficient in use of Microsoft Office Suite (Ms Office i.e. Ms Word, Ms Excel, Ms PowerPoint, Outlook Express) Windows Operating System and Internet operations. • Completed SAP - Sales & Distribution (ECC 6) (Functional) from a certified SAP consultant. Merits 1996 - Distinction in ‘Applied Typewriting’. 1996 - Merit Certificate for ‘Most Responsible Student’ of the batch in Y.M.C.A. 1999 - Topped in ‘NIIT Module Test’. 2000 - Cleared 80 w.p.m. from ‘Employment Exchange’, Delhi. Excellence Achieved • Appreciation Letter as ‘Star Performer’ among all the H.O.D.’s of the company for outstanding performance in all spheres in the year 2013. • Regular Appreciation mails from Clients.
Seeking a challenging and creative position within a progressive environment with
opportunities for professional growth based on performance and accomplishments.
Career Summary
A competent professional and a proven leader with over 18+ years of rich experience in the
field of C.R.M, Commercial, Operations and Administration apart from various aspects of
Marketing, Sales, Distribution & Business Management with proven track record of Strategic
Planning, Profit Center Operations, Work Force Training and Development, Business
Development, General Administration and Customer Relationship Management. Exposure to
the complete sales, post sales process from leads Management to Collections and
post-sales Customer service. A dedicated team player and open to challenges.
Academic/Professional and Technical Qualifications
• Graduated in B.Com (Pass) from Delhi University in the year 1998.
• Diploma in Office Management from New Delhi Y.M.C.A. in the year 1996.
• Post-graduation in Public Relations from Bharatiya Vidya Bhavan in the year
2002.
• Completed six months course in Computer Applications from N.I.I.T.; Proficient
in use of Microsoft Office Suite (Ms Office i.e. Ms Word, Ms Excel, Ms PowerPoint,
Outlook Express) Windows Operating System and Internet operations.
• Completed SAP - Sales & Distribution (ECC 6) (Functional) from a certified
SAP consultant.
Merits
1996 - Distinction in ‘Applied Typewriting’.
1996 - Merit Certificate for ‘Most Responsible Student’ of the batch in
Y.M.C.A.
1999 - Topped in ‘NIIT Module Test’.
2000 - Cleared 80 w.p.m. from ‘Employment Exchange’, Delhi.
Excellence Achieved
• Appreciation Letter as ‘Star Performer’ among all the H.O.D.’s of the company for
outstanding performance in all spheres in the year 2013.
• Regular Appreciation mails from Clients.
-:2:-
• Applauded/Appreciated during the Annual General Meetings for achieving targets,
maintaining high level of professionalism and enhanced customer satisfaction.
• Awarded Trophy for ‘Sales and Leadership’ during the function for exceptional
managerial excellence and sales target achievement in the year 2008.
• Got the ‘Leadership and Managerial Excellence Award’ i.e. Top Team Leader and
Best-Performing Branch Operator in 2003 and 2005 respectively among 145
competing units in 8 countries.
Core Competencies
Achieving collection efficiency, Client Relationship, Resolving Customer issues to bring
customer Delight and at the same time balancing out with the Organizational Policy,
Keeping legal complaints to negligible & bringing closures, Formulation of Policies/SOPs
for CRM & Commercial and ensure strict adherence to the defined SOPs, Good working
knowledge of commercial leasing/real estate terminology and concepts. Strong Analytical
Ability, Building and Handling Large taskforces with discipline and organized environment
as well as Mentoring and Motivating them to optimize performance levels and
Administration.
Work Experience
� Presently, working with Leading Infrastructure Company at Noida, as General
Manager (CRM) since 26th Dec’2018 till date. The work profile has been similar
to as in the previous company with increased number of projects.
� Worked with Shipra Estate Limited at Indirapuram, as Assistant General Manager (CRM) H.O.D. from Oct’2015 till Dec’2018. The work profile has been similar to as in the previous company with increased number of projects and additional responsibility for recovery of the maintenance dues.
� Worked with Homestead Infrastructure Development Pvt. Ltd. at Gurgaon, as Support Team Lead (Client Servicing & Communication) from Nov’2014 till Oct’2015.
� Worked with Spaze Building Maintenance Pvt. Ltd., Builders and Developers as
Sr. Manager (CRM) HOD from May 2012 till Oct’2014.
• Key Deliverables
o Reporting directly to the Director of the company on all C.R.M., commercial and
pre sale/post sales queries.
o Managing 1 Commercial Sites & 5 under Construction Residential site effectively
ensuring client satisfaction, quality, proper documentation and management.
o Helping and assisting customers in their post sales queries & facility management
services and also to formulate a business strategy that focuses on developing &
retaining the relationship existing between customer and organization.
o Managing a team of 15 members (CRM & Commercial Team) at Corporate Office
apart from the teams at the sites to meet client’s satisfaction as well as
given collections targets viz. timely recovery of payment, interest recoveries and
also to do consistent follow-up for payments.
-:3:-
o Handling HNI & NRI clients efficiently and ensuring revenue generation on time.
o Maintaining the client’s data and records. Ensuring updation from time to time.
o Maintaining Collection/Outstanding report of all the clients pertaining to various
projects on daily basis. Preparing MIS on weekly basis.
o Execution of M.S.A., Buyer’s Agreement, Undertakings and Transfers etc. for the
smooth functioning of the Commercial Deptt. and ensuring client’s satisfaction.
o Coordinating with Banks for facilitating the client for disbursement of their loan.
o Management of Receivables which includes issuing demand letters, reminder
letters, notice of terminations and terminations, if required. Coordinating with site
team to raise further demands and also to do follow-up for payments.
o Supervising raising of demands as per payment plans and site work progress.
o Ensuring that reminders are sent on time to the clients for making the due
payment as per given schedule.
o Address client concerns and ensure the resolution of issues, with follow-up
when required. Coordinating with Property Managers for any remedial action and
also to maintain and operate the property at an optimum level. Also visit projects
at least twice a week and to conduct reviews with the existing clients on a regular
basis and to improve customer service in order to impact customer retention
levels and ensured satisfaction level of 90%.
o Imparting training and guidance to the team in respect to client handling. Taking
all the measures to motivate and retain the existing team.
o Role of a trouble shooter - Resolving issues which the team has with other
departments (Facility, Commercial, Accounts) to ensure smooth running of the
operations. Work closely with commercial department for possession &
registration of units and also ensuring timely & correct billing for timely revenue
generation.
o Refer unresolved customer grievances to designated departments for further
investigation and ensuring closing of the issues to the satisfaction of clients.
o Interdepartmental coordination with the marketing, accounts, project and site
teams to ensure timely completion and delivery of the project.
o ERP (FARVISION) implementation is under progress. Working in close tandem
with IT department to set up ERP. Procedures/Processes for all scenarios of CRM
have been prepared and draft policy has been made and put up for management
approval. Practice sessions for CRM team members have been organized for
better understanding and building confidence for operating the software.
o Additional task of leasing of Shipra Mall, Recovery of dues (Rent, CAM and
Electricity) and retention of clients are being handled effectively.
o Identify and build relationships with key brokers and tenants ensuring seamless
execution of lease deeds.
o Ensuring flawless and timely tenant move in and move out. Also, facilitate
existing clients for renewal of the lease before expiry time.
o Systemized the process of maintenance of records/documents of the tenants for
easy accessibility.
Achievements
• Initiated and implemented successfully the system of maintaining the Complaint
Tracker on daily basis and keeping a regular follow-up on open heads. Resolving the
issues within stipulated time frame.
-:4:-
• Started system of weekly outstanding report to analyse the clients with heavy
outstanding/CAM dues for taking necessary steps for recovery of such dues.
• Enhanced collection of the pending dues from the clients with proper communication
and client management.
• Turnover increased from 12 Crs. To approx. 77 Crs. in just 2 years (Spaze).
Ensuring recovery of long outstanding dues thus increasing the inflow of funds
(Shipra).
• Ensuring 100% collection from the Operational Units within the time frame allotted.
• Formulated and implemented the special interest waiver plan during Diwali which
yielded maximum returns.
• Excelled as a CRM Head ensuring very high level of client satisfaction.
• Conducting training on soft skills and client communication for the CRM team on
regular basis.
• Leased out good amount of area to the well-known brands with good rentals resulting
in increase in the footfall.
• Recovery of Rent, Maintenance, Electricity dues carried out effectively thus bringing
down the overall outstanding of the mall.
� Worked as Manager (Real Estate) with FORTUNE DESIGN SPACE PVT. LTD.,
Builders and Developers from August 2010 to May 2012.
• Key Deliverables
o Driving 5 members team regularly on the basics of business to attain the desired
targets (majorly- commercial) and also responsible for day to day operations and
job allocation to the team. Reviewing & monitoring Sales Team’s productivity to
ensure optimum sales growth.
o Responsible for Leasing and Sales of IT/ITES space in Gurgaon at Fortune Towers
I, II & III.
o Analyzing business potential, Conceptualizing & executing strategies to drive
sales, augment turnover and achieve desired targets.
o Provide marketing support, conduct surveys and market research for market
intelligence gatherings, attend queries and convert them into sales and preparing
and managing database (potential customers & consultants).
o Work closely with IPCs (International Property Consultants) like Jones Lang
LaSalle (JLL), Cushman & Wakefield, C.B.R.E., Realistic Realtors and other major
Real Estate Agents in NCR and also to maintain their database and their sale
records as well as their brokerage payment.
o Maintaining amicable and fruitful business relationship with our clients, associates
and Channel Partners. Pre-Sales and Post Sales Client Relationship for
maintenance and services.
Achievements
• Leased around 50,000 sq.ft. of space and sold around 70,000 sq.ft. of space.
• Proposed Sale of around 1,38,000 sq.ft. of space worth transaction of 100
