Nikhil Gupta

I'm particularly interested in the opening/ Position, which relates strongly to my work profile. I have nearly 19 years of experience in Operations Management, Collections Management/ Accounts Receivables, SLA Management, Legal Documentation & Compliance Management. Working with Shalimar Corp Ltd (Real Estate Company), Lucknow as CRM Head (GM-CRM), I believe I meet all the essential criteria for the position. A summary of my experience and key accomplishments includes the following:

• Showcased excellence in implementing the recovery strategies in case of payment defaults; understanding the reasons behind the default and accordingly providing options to regularize payment
• Leveraged success in streamlining customer services functions by designing innovative systems & processes to generate high value propositions for the customers
• Achievement oriented professional with excellent people management skills and an ability to manage change with ease

Head- CRM (GM)
Shalimar Corp. Ltd. (Real Estate Co.) • Lucknow UP
02/2021 – till date
Key Result Areas:
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Led a 10-member Operations team, overseeing the entire customer lifecycle from onboarding to registry, ensuring 100% compliance with customer service standards.
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Developed and executed proactive/reactive churn control strategies, resulting in a reduction in customer churn over 12 months.
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Managed inventory for residential/commercial projects, optimizing debtors & creditors aging reports, reducing recovery periods.
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Created and implemented detailed collection plans, delegated recovery targets, and achieved an 85% recovery rate within the designated timelines.
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Supervised operational processes and ensured 100% adherence to Service Level Agreements (SLA), reducing service delays.
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Led and mentored a high-performing team, increasing process efficiency by 25% and ensuring all group/individual targets were met.
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Analyzed customer feedback and implemented process improvements, improving customer satisfaction scores.
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Conceptualized and launched customer service strategies, leading to improvement in customer retention through tailored services.
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Designed and executed customer lifecycle management strategies, arresting churn rates and maintaining customer retention rate.
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Managed and streamlined the collection and processing of booking forms, reducing processing errors.
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Executed Allotment Letters/Builder Buyer Agreements, ensuring 100% compliance with legal documentation protocols.
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Developed comprehensive monthly sales & collection reports, ensuring 100% accuracy in commission data, interest sheets, and other costs.
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Executed the reconciliation of commercial data and accounts, improving audit accuracy prior to issuing NOC and transfers.
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Tracked daily collections, cancellations, and refunds, reducing booking cancellation.
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Collaborated with cross-functional teams (Sales, Legal, Finance) to streamline processes, improving inter-departmental coordination.
 

Deputy General Manager- CRM
Curo India Pvt. Ltd. (Real Estate Co.) • DL
11/2019 - 02/2021
Key Result Areas:
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Lead Operations Team of 4 persons which looks complete customer lifecycle from onboarding to Registry.
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Strategizing and managing churn control activities, both proactive and reactive.
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Working on inventory management of residential & commercial projects, analysis of debtors & creditors ageing, recovery period and balance confirmation procedures.
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Preparing collection plans, delegating the targets and developing overall and case specific strategies to recover money.
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Supervising overall functioning of processes; ensuring compliance to the agreed SLA levels.
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Leading, mentoring & monitoring the performance of the team members to ensure efficiency in process operations and meeting of individual & group targets.
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Assessing customer feedback, evaluating the improvement areas & providing critical inputs.
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Conceptualizing customer services strategies based on extensive analysis of service operation and market dynamics.
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Planning & executing of customer life cycle management therapies, to arrest churn levels of customers.
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Managing collection & processing of booking forms from Marketing Department and punching in ERP
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Execution of Allotment Letter/ Builder Buyer Agreement
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Developing monthly sales & collection reports, commission data for dealers, interest sheet and holding charges & other misc. cost
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Executing reconciliation of commercial data with accounts, audit of files before issuing NOC & transfer.
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Tracking daily collections, cases of booking cancellation, refund & adjustments and TPA & PTM in case of Bank Loans.
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Liaising with Sales & Marketing, Account & Finance, Legal, Architecture and IT Dept. for necessary inter-relationship
Assistant General Manager- CRM
 

Omaxe Limited (Real Estate Company) • Chandigarh, CH
08/2010 – 11/2019
Key Result Areas:
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Lead Operations Team of 5 persons which looks complete customer lifecycle from onboarding to Registry.
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Strategizing and managing churn control activities, both proactive and reactive.
-
Working on inventory management of residential & commercial projects, analysis of debtors & creditors ageing, recovery period and balance confirmation procedures.
-
Preparing collection plans, delegating the targets and developing overall and case specific strategies to recover money.
-
Supervising overall functioning of processes; ensuring compliance to the agreed SLA levels.
-
Leading, mentoring & monitoring the performance of the team members to ensure efficiency in process operations and meeting of individual & group targets.
-
Assessing customer feedback, evaluating the improvement areas & providing critical inputs.
-
Conceptualizing customer services strategies based on extensive analysis of service operation and market dynamics.
-
Planning & executing of customer life cycle management therapies, to arrest churn levels of customers.
-
Managing collection & processing of booking forms from Marketing Department and punching in ERP
-
Execution of Allotment Letter/ Builder Buyer Agreement
-
Developing monthly sales & collection reports, commission data for dealers, interest sheet and holding charges & other misc. cost
-
Executing reconciliation of commercial data with accounts, audit of files before issuing NOC & transfer.
-
Tracking daily collections, cases of booking cancellation, refund & adjustments and TPA & PTM in case of Bank Loans.
-
Liaising with Sales & Marketing, Account & Finance, Legal, Architecture and IT Dept. for necessary inter-relationship
 

Highlights:
Managed the 9000 customers base with avg. collection target of INR 100 crores monthly. Pivotal in completing 60 registries in a single day
 

Asst. Manager- Finance & Accounts
Cargo Motors Pvt. Ltd. (Logistic Division) • HR
Presented a true and fair view of the financial position of the company by way of timely preparation of annual reports
 

Accounts Officer
OOH Advt. Services Pvt. Ltd. • DL
Presented a true and fair view of the financial position of the company by way of timely preparation of annual reports
 

Accounts Executive
NVR & Associates Ltd. • DL
Monitored financial performance & submitting MIS reports to top management to facilitate decision making process relating to profitability and cost of production
 

Accounts Assistant
JSK & Associates (Chartered Accountant) • DL
11/2003 - 01/2006
Prepared, consolidated &reviewed financial statements, business plans & budgets on yearly / monthly basis for various Companies under the group

Accountancy
ICWAI
2009
 

B.Com.
Delhi University
2004