Swapnil Chougule

Experience

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  Rodas an Ecotel Hotel

  Apr 2001 - Dec 2002

  Restaurant Supervisor
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  Wipro

  Jan 2003 - Dec 2004

  Associate - CRM
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  J P Morgan Chase Service India Private Limited

  Jan 2005 - Feb 2007

  Team Member - CRM
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  Adventity Bpo Services India Private Limited

  Feb 2007 - Sept 2007

  Senior Executive - Mortgage Origination
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  Intelenet Global Services

  Oct 2007 - Nov 2008

  Senior Customer Service Executive
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  Tech Mahindra Business Process Services

  Apr 2009 - Jun 2014

  Customer Relations Advisor
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  Veldos LLC

  Jun 2014 - Apr 2015

  Senior Associate – Fraud Prevention for American Express
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  Tata Housing Development Company Limited

  Apr 2015 - Dec 2016

  Senior Executive

  Entering the real estate sector as a senior executive, I progressed to head a customer relationship/experience team with a central focus on enhancing operational efficiency through strategic process restructuring. This commitment to optimization extended to overseeing regular reviews, formulating strategies, and managing deliverables for the Customer Relationship Team, fostering a culture of efficiency and excellence through comprehensive training in soft skills and technical aspects.

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  Puravankara Limited

  Dec 2016 - Mar 2019

  Manager - Business Operations and CRM

  • Managed process protocols for Pune Project worth Rs. 350 Cr. and for Bangalore Projects worth Rs. 700 Cr.• Conducted meetings with customers for projects nearing possession to appraise them on way forward and address grievances• Handled the MD Escalation Desk for Pune and Bangalore Projects, with an asset base of Rs. 1,053 Cr approximately• Handled training of team in Pune and Bangalore consisting of 6 CRM personnel for Luxury projects by Puravankara for grievance redressal pertaining to customers• Coordinated the implementation of new CRM campaign management tools inclusive of email service provider integration, front-end integration, and CRM integration with the internal IT department, third-party ecommerce providers.ACHIEVEMENTS• Planned and strategized the launch of Goa Project (Adora de Goa) and Bangalore project (Provident Park Square).• Handled documentation process and devised payment schemes as per customer requirements. Show less

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  Embassy Group

  Apr 2019 - Aug 2021

  Manager - CRM Operations - Residential Business

  • Led a team of seasoned customer experience management professionals handling 7 projects across customer segments ranging from mid- segments to ultra-luxury, managing end to end customer life cycle• Worked towards business enhancement and revenue generation by co- ordinating with banks for various schemes.• Collaborated with Marketing team for client segmentation to devise strategies for the niche client set• Steered the collection team for reviewing and planning for better cash- flow forecasting• Administered the documentation team for smooth onboarding of customers, ensuring timely communication and updates• Ensured timely submission of progress updates to all the customers in collaboration with the respective project teams.ACHIEVEMENTS• Complaints Reduction by 8% achieved and CSAT and NPS increased by 6.3% and 4.91% respectively• Successfully collaborated with the IT team for planning and release of a Customer Portal app for customers for self-help across the lifecycle for better customer experience. • Generated referral business worth 24 Cr across projects Show less

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  Xanadu

  Oct 2021 - Mar 2022

  Customer Relationship Management Consultant

  • Worked as a consultant to improve the operations at Bangalore team. • Created customer support strategies to increase sales for the residential projects by TATA Realty, The Golden Grand Developers and Pashmina Developers• Proposed marketing strategies to leverage business• Trained the team on best practices to boost their technical and soft skills

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  Flipkart

  Apr 2022 - now

  Senior Manager

  · Oversee collection operations at vendor locations in Bangalore and NOIDA, ensuring efficiency and compliance with organizational standards. · Lead the evaluation and reengineering of digital communication strategies to boost delivery metrics and overall results. · Lead vendor integration and stakeholder coordination, ensuring seamless onboarding and the successful deployment of competitive models.· Spearhead collaborations with partners and vendors for the drafting and execution of addendums, critical for the launch of innovative collection methodologies. · Champion the launch of strategic initiatives and process enhancements through dynamic partnerships.· Elevate customer communication and engagement to optimize collections and enrich customer experience.ACHIEVEMENTS• Implemented a comprehensive refined process for CMS strategies, aiming to optimize their efficiency and effectiveness.• Improved collections performance at the existing vendor aligned with the NPA for Consumer Finance business.• Onboarded and set up a new vendor location and team.• Drafted and implemented a process for better management of escalation Cases. Show less