RATIKA SHARMA
Pune
Summary
With over a decade of proven success in driving customer lifecycle and marketing programs focused on customer retention and revenue generation, excelling in understanding client requirements and designing customized solutions. Strongly customer-centric, motivated to consistently deliver quality results. Anticipates potential barriers to achieving shared strategic goals and actively pushes for autonomy and empowerment throughout the organization. Skilled at breaking down barriers to teamwork at all levels of the organization and effectively challenging roadblocks to team performance. Excellent communicator with exceptional interpersonal and problem-solving skills, maintaining a flexible attitude that allows for adaptation to any situation.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Manager – Sales & CRM
A Advani Realty
08.2024 - Current
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business
- Responsible for driving commercial real estate sales by developing and executing sales strategies, managing client relationships and closing high value transactions.
- Oversee the CRM system to ensure seamless client engagement, data accuracy and effective follow-ups.
- Launched comprehensive customer feedback system, leading to enhanced product features and higher customer satisfaction rates
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Made customers aware of current Referral schemes to generate business
- Cultivated partnerships with external stakeholders like Channel Partners to maximize business opportunities and extend network reach within the industry sector
Director(Channel Partner)
Houseport Pvt. Ltd.
06.2021 - 03.2024
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth
- Effectively managed operations built a trusted network of clients and partners and drove revenue growth through innovative marketing and negotiation tactics.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector
Manager - CRM
Mantra Properties
08.2019 - 06.2021
- Reduced customer complaints, proactively addressing issues and implementing effective solutions
- Increased team productivity by providing ongoing training and support to customer service representatives
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Created and reviewed invoices to confirm accuracy.
- Collaborated with the management to improve customer service processes and support structures company-wide.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Manager - CRM
Gera Reality India Pvt. Ltd.
08.2016 - 02.2017
- Ensured optimum level of service, handled one of the major project 'Song of Joy' for Gera Realty with commercial value of over 200 crores and 200 flats
- Ensured smooth handover of the unit to the customer during the possession
- Monitoring collections & recovery processes and setting up new processes for improving collections time
- Led, guided and mentored the team for the implementation of CRM, offered prompt resolution to any issue to enhance customer satisfaction
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
Associate Manager
Lodha Group Associate
06.2014 - 03.2015
- Handled one of the esteemed project for Lodha - The Palava, one of the biggest township in the country
- Ensured optimum level of service to enhance repeat/referral business and involved in adoption of important customers
- Improved client satisfaction by consistently delivering high-quality work on schedule
- Handled customer inquiries and suggestions courteously and professionally
- Actively Listened to customer and handled concerns quickly and escalated to the Managers
Area Manager
Major Brands India Pvt. Ltd.
11.2007 - 05.2014
- Implemented loss prevention measures to significantly reduce shrinkage rates across retail area.
- Developed high-performing teams through targeted recruitment, training, and ongoing coaching
- Improved customer satisfaction ratings by prioritizing excellent service in all team interactions
- Recruited, interviewed, and hired talented individuals bringing dynamic sales expertise to organization
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers
- Trained and developed new employees for ease of transition into team
Executive
The Oberoi
08.2006 - 11.2007
- Enhanced guest satisfaction by implementing personalized services and tailored experiences
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
- Support staff training and ensure compliance with luxury hospitality protocols and brand standards.
Education
PGDSBA - Data science and Business analytics
Great Lakes
Chennai01.2023
MA -
Pune University
Pune01.2018
BA -
M.K.P (P.G) College, H.N.B Garhwal University
Dehradun01.2007
Diploma in Hotel Management -
Government Institute of Hotel Management
Dehradun01.2006
Skills
- Service Delivery
- C-SAT Acquisition
- CRM systems(Salesforce)
- Leadership & Team Management
- Sales Team Training
- Process Excellence
- Conflict Resolution
- Vendor Relations
- Escalation Management
- Communication and Active listening
- Coaching and Mentoring
- Multi-Channel Customer support(Mail, Phone)
Certification
- Power Service, focused customer service approach, Image Knowledge House
- Power Managers, Focused on managerial approach and team work, Image Knowledge House
Accomplishments
- Team Management – Supervised/Trained team Of 55 staff members.
- Received many appreciation messages and mails from the clients for the customer service and resolving their issues.
Languages
English
Hindi
Personal Information
Date of Birth: 02/01/86
Timeline
Senior Manager – Sales & CRM
A Advani Realty
08.2024 - Current
Director(Channel Partner)
Houseport Pvt. Ltd.
06.2021 - 03.2024
Manager - CRM
Mantra Properties
08.2019 - 06.2021
Manager - CRM
Gera Reality India Pvt. Ltd.
08.2016 - 02.2017
Associate Manager
Lodha Group Associate
06.2014 - 03.2015
Area Manager
Major Brands India Pvt. Ltd.
11.2007 - 05.2014
Executive
The Oberoi
08.2006 - 11.2007
PGDSBA - Data science and Business analytics
Great Lakes
MA -
Pune University
BA -
M.K.P (P.G) College, H.N.B Garhwal University
Diploma in Hotel Management -
Government Institute of Hotel Management
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