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Garima Tomar User

@garimatomaruser

Message

I’m a CRM Manager with 13+ years in real estate, reducing escalations and improving customer lifecycle outcomes.

India

Message

What I'm looking for

I’m seeking CRM Manager/Lead CRM roles in Pune where I can own end-to-end post-sales customer lifecycle, reduce escalation TAT with strong MIS reporting, and drive process improvements through cross-functional coordination.

I’m a results-driven CRM Manager with 13+ years in real estate, specializing in post-sales operations, possession management, and customer lifecycle management. I’ve consistently reduced escalation resolution TAT by 80% through structured follow-up protocols.

In my current role as Manager – CRM at Xanadu Realty Pvt Ltd, I lead end-to-end CRM operations for 150–200 customers across 3 simultaneous residential projects. I manage 20–30 monthly escalations, build and maintain MIS dashboards in Excel to reduce overdue backlogs by ~30%, and implement SOPs that cut repeat complaints by ~25% in the first two quarters.

I bring strong cross-functional coordination skills—working with projects, legal, finance, and facility management to ensure smooth handovers and on-time documentation closure. I’m also proficient in CRM platforms like Salesforce and LeadSquared, and I use advanced reporting to improve SLA/TAT performance, compliance, and customer experience.

Experience

Work history, roles, and key accomplishments

Assistant Manager - CRM

Total Environment

Managed customer onboarding, agreement execution, and documentation across the booking-to-possession lifecycle. Ensured accuracy in customer data, compliance, and reporting systems and coordinated with internal teams to track onboarding timelines and service requests.

CRM Customer Onboarding Agreements Compliance Management Reporting Systems Booking To Possession Lifecycle Process Compliance

Head of CRM

4B Network

Owned end-to-end CRM function for 200+ customers and led a team of 6. Established CRM processes and reporting structures and coordinated with sales, legal, and operations to ensure customer satisfaction.

CRM Strategy Team Leadership Customer Relationship Management Cross functional Coordination Compliance Documentation Escalation Handling Operations Stakeholder Management

CRM Manager (Post-Sales)

Xanadu Realty Pvt Ltd

Led end-to-end CRM operations for 150–200 customers across 3 simultaneous residential projects, managing post-sales, possession, and post-possession support. Reduced escalation resolution TAT from 5 days to 1 day (80% improvement) and built Excel MIS dashboards that reduced overdue backlog by ~30%.

CRM Operations Possession Management Customer Escalation Process Improvement Customer Lifecycle Management Cross functional Coordination

Manager - CRM (Collections)

Skylark Developers

Managed collections and complaint resolution for 60–70 customers, tracking payment schedules and overdue cases. Handled customer queries and maintained service quality standards across the post-sales lifecycle.

Collections Management Complaint Resolution Payment Tracking SLA TAT Awareness Customer Relationship Management Post Sales Service Quality Management CRM Operations Reporting

Senior Executive - CRM

Sikka Group

Handled customer communication, escalation management, and complaint resolution across the post-sales lifecycle. Tracked and reported resolution metrics and maintained accurate customer records and documentation.

Escalation Management Complaint Resolution Customer Communications CRM Operations Customer Management Post sales Support SLA TAT Tracking Reporting

Deputy Manager - CRM

Xanadu Realty Pvt Ltd

Managed post-sales CRM operations for 70–100 customers, including onboarding, payments, documentation, and escalation handling. Improved resolution timelines for ~10 monthly escalations from 2–3 days to same-day closure and coordinated 40–50 monthly bank loan/disbursement cases to minimize payment delays.

Post Sales Customer Onboarding Documentation Management Escalation Handling MIS Dashboards (Excel)Process Improvement Customer Lifecycle Management

Deputy Manager - CRM (Possession)

Mantri Developers

Managed possession and post-possession operations for ~100 customers, including snag list rectification. Coordinated with project teams to ensure timely defect resolution and smooth handover communication.

Possession & Handover Management Snag List Rectification Post Sales Operations Cross functional Coordination Customer Lifecycle Management Escalation Handling Service Request Management Customer Communications

Executive - CRM

Cosmic Structures Limited

Maintained customer databases, generated daily MIS reports, and tracked inventory and payment data to support business reporting. Ensured data accuracy and consistency across systems.

CRM Data Management Daily MIS Reporting Data Quality Assurance Business Reporting