Open to opportunities

Hema Santosh

@hemasantosh

Senior CRM & Post-Sales Manager with 13+ years driving customer lifecycle, collections efficiency, and revenue assurance in real estate.

India

Message

What I'm looking for

I’m looking to lead CRM and post-sales functions where customer lifecycle ownership, collections efficiency, and revenue safeguarding matter. I want a role with cross-functional collaboration, process improvement, and strong ownership from onboarding to handover.

I’m a Senior CRM & Post-Sales Manager with 13+ years’ experience in real estate customer relationship management, post-sales operations, collections, and revenue safeguarding. I manage end-to-end CRM operations across multiple residential projects, focusing on customer satisfaction and protecting revenue.

At Presge Estates Projects Ltd (CRM Manager), I handle agreements, loan documentation, payment collections, demand letters, and TDS & GST compliance, while managing onboarding through post-handover support. I coordinate with Sales, Home Loan, Registration, and internal teams to resolve customer queries quickly, reducing escalations and improving collection efficiency.

I also prepare MIS reports, client communications, and operational dashboards for management review, and I run customer feedback initiatives to improve service quality. Earlier, as Administrative Manager & Tele Calling Head and then Customer Care Executive, I led teams, maintained accurate customer records, and supported complaint resolution to strengthen retention.

Experience

Work history, roles, and key accomplishments

Current

CRM Manager

Current

Presge Estates Projects Ltd

Nov 2013 - Present (12 years 8 months)

Managed end-to-end CRM operations for multiple residential projects, including agreements, loan documentation, payment collections, and handovers. Coordinated with internal teams to resolve customer queries, handled compliance (TDS/GST), and prepared MIS reports for management review.

CRM Operations Customer Lifecycle Management Post Sales Operations SAP C4C Marg ERP Software Documentation Management Agreements Demand Letters Handover Management TDS Customer Communications Team Leadership Negotiation Problem Solving

Current

CRM Manager

Current

Prestige Estates Projects Ltd

Nov 2013 - Present (12 years 8 months)

Managed end-to-end CRM operations for multiple residential projects, including customer onboarding to post-handover support. Handled agreements, loan documentation, payment collections, demand letters, TDS & GST compliance, and coordinated with internal departments to resolve customer queries.

Customer Relationship Management (CRM)Customer Lifecycle Management Post Sales Operations Collections Revenue Assurance SAP C4C Marg ERP Software Excel PowerPoint Demand Letters Negotiation Team Leadership Process Improvement

Administrative Manager & Tele Calling

Shahwar Nissan

Apr 2011 - Jul 2012 (1 year 3 months)

Managed day-to-day administrative operations and office workflow processes. Led a tele calling team, monitored performance, and implemented process improvements to achieve sales and follow-up targets.

Administrative Operations Office Management Workflows Team Leadership Process Improvement

Administrative Manager & Telecalling Head

Shahwar Nissan

Apr 2011 - Jul 2012 (1 year 3 months)

Managed day-to-day administrative operations and office/workflow processes. Led the telecalling team to achieve sales and follow-up targets, monitored performance, and implemented process improvements.

Office Administration Telecalling Team Leadership Performance Monitoring Daily MIS Reporting Process Improvement

Customer Care Executive

Trident Hyundai

Mar 2009 - Mar 2011 (2 years)

Provided post-sales customer support by maintaining accurate customer records and coordinating between service teams and clients. Supported complaint resolution and follow-ups to improve customer retention.

Customer Support Post Sales Complaint Resolution Customer Retention Post sales Support