Akalpita Suryavanshi
CRM Operations & Revenue Management
Mumbai
Summary
Senior Customer Relationship Management (CRM) and Customer Experience leader with 18+ years of experience in the real estate industry, managing the complete customer lifecycle from booking to possession. Proven expertise in customer experience, milestone collections, CRM operations, team leadership, and cross-functional coordination across legal, finance, strategy, construction, and project management teams. Experienced in leading high-performing teams, driving revenue realization aligned with construction milestones, and ensuring superior customer satisfaction through structured communication, efficient query resolution, and streamlined operational processes.
Overview
19
19
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Deputy General Manager – CRM & Customer Operations
Kalpataru Ltd.
06.2018 - Current
- Lead CRM operations across multiple residential projects and manage end-to-end customer lifecycle activities from booking to possession while ensuring seamless coordination across departments.
- Key Responsibilities & Achievements
- Lead and manage a team of 7 executives and 2 managers, overseeing CRM operations across Thane, Mulund, Panvel, and Noida projects.
- Drive milestone-based revenue collections aligned with construction progress and business targets.
- Coordinate closely with Legal, Finance, Strategy, RERA, and Project Management teams to ensure smooth operational processes.
- Ensure timely resolution of customer queries and service requests through calls, emails, and CRM systems within defined TATs.
- Maintain high customer satisfaction and NPS scores through proactive communication and issue resolution.
- Oversee coordination with loan assistance teams to facilitate bank loan processing and disbursements within timelines.
- Ensure clear and timely communication with customers through structured emails, letters, and project updates.
- Conduct training programs for CRM teams on policies, processes, and service quality improvements.
- Coordinate with construction and facility management teams to ensure smooth and peaceful possession handovers.
Assistant General Manager – CRM
Omkar Realtors & Developers Pvt. Ltd.
12.2017 - 06.2018
- Managed customer relationship operations across residential projects while supporting revenue realization and operational coordination.
- Key Responsibilities
- Managed milestone-based collections to support business revenue targets.
- Coordinated with legal, finance, and project management teams to resolve customer queries efficiently.
- Ensured customer communication and query resolution through calls and emails within defined timelines.
- Supervised documentation, loan processing, and registration procedures for property transactions.
- Led training initiatives for CRM teams to enhance operational efficiency and service delivery.
- Supported possession and handover coordination with construction and facilities teams.
Senior Manager – Customer Relationship Management
Puranik Builders Pvt. Ltd.
04.2014 - 11.2017
- Oversaw CRM operations across multiple residential projects and ensured seamless customer experience from booking to possession.
- Key Responsibilities
- Managed booking documentation and coordination between sales teams and developers.
- Maintained accurate system records of bookings, inventory, and documentation.
- Managed project cash flows through milestone-based collections aligned with construction progress.
- Coordinated with financial institutions for bank loan approvals and disbursements.
- Recruited, trained, and supervised CRM teams to ensure efficient operations.
- Maintained strong customer engagement through structured communication and query resolution.
- Managed inventory tracking and documentation including MOUs with developers.
- Produced MIS reports to track sales performance and CRM operations.
- Coordinated with facilities teams for possession planning and execution.
Manager – Customer Service
Lodha Group
06.2009 - 03.2014
- Managed customer relationship activities and service delivery across residential projects.
- Key Responsibilities
- Led customer interaction and relationship management for residential projects.
- Managed milestone collections and ensured achievement of project collection targets.
- Ensured service quality standards and timely query resolution.
- Coordinated with internal departments for issue resolution and process improvements.
- Prepared operational reports and escalations for senior management review.
- Acted as escalation point for customer complaints and critical issues.
- Supported improvements in customer satisfaction and reduction of project cancellations.
Direct Marketing Manager
ICICI Prudential Life Insurance
06.2008 - 06.2009
- Managed marketing contests, budgets, and incentive programs for sales teams.
- Designed engagement initiatives to improve advisor productivity and motivation.
- Managed event planning and relationship management activities.
Sales Manager
ICICI Prudential Life Insurance
06.2007 - 05.2008
- Implemented branch-level sales promotion strategies.
- Supported recruitment and training of financial advisors.
- Conducted product training and sales development initiatives.
- Assisted branch managers in driving business growth and team productivity.
Education
Post Graduate Diploma - Business Management (Marketing)
Chetana's Institute of Management & Research
Mumbai01-2007
Bachelor - Management Studies
Wilson College
Mumbai01-2004
Skills
Team Leadership
CRM Systems
Customer Experience
Revenue Collections
Certification
NSE – AMFI Advisor Certification
CORE COMPETENCIES
- Customer Lifecycle Management
- CRM Strategy & Operations
- Revenue & Collections Management
- Customer Experience & NPS Improvement
- Cross-Functional Stakeholder Coordination
- Team Leadership & Development
- Project Handover & Possession Management
- Escalation & Issue Resolution
- Process Optimization & Operational Efficiency
- Bank Loan Processing & Documentation Management
Timeline
Deputy General Manager – CRM & Customer Operations
Kalpataru Ltd.
06.2018 - Current
Assistant General Manager – CRM
Omkar Realtors & Developers Pvt. Ltd.
12.2017 - 06.2018
Senior Manager – Customer Relationship Management
Puranik Builders Pvt. Ltd.
04.2014 - 11.2017
Manager – Customer Service
Lodha Group
06.2009 - 03.2014
Direct Marketing Manager
ICICI Prudential Life Insurance
06.2008 - 06.2009
Sales Manager
ICICI Prudential Life Insurance
06.2007 - 05.2008
Post Graduate Diploma - Business Management (Marketing)
Chetana's Institute of Management & Research
Bachelor - Management Studies
Wilson College