1. Sunil G. Rebeiro
10, Joe Pas Mansion, Lourdes
Colony, Orlem Malad, Mumbai
400064, India
sunilrebeiro@gmail.com
Cell: +91 9167413242
 Dedicated customer service professional with over 10 years of experience in “big boom” real estate
settings International and Indian markets. Consistently achieve record-high customer satisfaction rankings,
improvements to the bottom line and turnaround of underperforming operations.
 Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to
customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all
safety, security, quality operations policies.
 Dedicated collection professional with over 15 years of experience in debt collections whereby
consistently achieved the target and maintained the relevant cash flows
 Awarded the best team award across the group of Wadhawan International Investments Limited
for the year 2011-12
Areas of Expertise
 Customer Service Management
 Complaint Handling & Resolution
 Account Management
 Customer Satisfaction Enhancement
 Front-End Supervision
 Cash Flow Management
 Customer Experience
Enhancement
 Teambuilding & Training
 Collection Target Setting
Professional Experience
RKW Developers (Dheeraj Realty) – Mumbai, India 06/15 to date6
Associate Vice President – Customer Relationship Management,
The role involves and rotates around the customers through enhancement of customer experience and
relationship from presales to possession. As the AVP the responsibility to recruit, train and supervise customer
service executives, collection executives and backend sales executives. Foster an environment in which customers
enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end and back
end operations to ensure friendly and efficient client satisfaction has been achieved.
Role in dept (Customer Service):
 Ensuring proper software system in the organization has been completed. Currently evaluating and finalizing
SFDC.
 To create and implement customer service policies in the organization
 Preparation of the budgets for the customer service department.
 Managing complete activity related to Customer Service with a team of Executives.
 Handling of irate customers due to various reasons, being the first and only point of contact of the company
and customer.
 Managing the entire handover of unit process on completion of projects. Overseeing the Handover of over
450 units in Pune.
 Managing the process of registration of units with the government authorities.
 Planning new strategies to enhance the highest level of customer satisfaction which is the key goal.
 Maintaining the highest level of customer satisfaction and experience.
Role achievement:
 Successful in implementing strategies to improve employee satisfaction and retention.
 Successfully handed over 400 units at Jade Residences Phase 1.
 Elevated customer satisfaction and ensured the swift resolution of customer issues to preserve customer
loyalty while complying with company policies.
 Maintained TAT of 48 hours thereby reducing the same from 7days.
 Single handedly implemented the Sell.do Software for Presales at the launch of LivSmart Project, which was
successfully in capturing over 15000 leads in the launch of just 4 days.
 Exemplified the second-to-none customer service delivery for which Dheeraj Realty is renounced keeping in
mind the company’s motto of “Giving life to your dreams”
Role in dept (Collections):

2.  Managing the entire collections process.
 Managing and maintaining a low debt ratio of the outstanding.
 Managing and making sure the follow ups are done on the outstanding
 Maintaining MIS on payment reminders are sent across to all customers.
 Maintaining of the cash flow registry
 Handling default customers for further course of action including legal actions.
 Implementation of credit policies and processes.
 Liaising with various banks with regards to mortgage financings.
Role achievement:
 Successful in implementing strategies to improve employee satisfaction and retention
 Was instrumental in maintaining the cash flows by achieving the regular targets
 Successfully reduced the defaulters list by over 50%
Role in dept (Contracts):
 Managing the contracts and registration department day to day activities.
 Managing the preparation/dispatching and returning of all Sales & Purchasing Agreements.
 Ensuring that the customers are well informed of the terms and conditions as to their rights and various terms
and conditions.
Dheeraj & East Coast LLC – Dubai, UAE 10/06 to 05/15
Manager – Customer Service & Collections,
The role involved customer service, collection and contract, as the manager of Customer Service have the
responsibility to recruit, train and supervise customer service executives, collection executives and admin
executives. Foster an environment in which customers enjoy high levels of service and employees are motivated to
deliver top performance. Manage front-end and back end operations to ensure friendly and efficient client
satisfaction has been achieved.
Role in dept (Customer Service):
 To create and implement customer service policies in the organization
 Preparation of the budgets for the customer service department.
 Managing complete activity related to Customer Service with a team of 6 Executives.
 Handling of irate customers due to various reasons, being the first and only point of contact of the company
and customer.
 Managing the entire handover of unit process on completion of projects
 Managing the process of registration of units with the government authorities.
 Planning new strategies to enhance the highest level of customer satisfaction which is the key goal.
 Maintaining the highest level of customer satisfaction.
Role achievement:
 Successful in implementing strategies to improve employee satisfaction and retention
 Successfully handed over 2 projects of over 650 units (DEC Towers & Marina Wharf 1) located in Dubai Marina.
 Elevated customer satisfaction and ensured the swift resolution of customer issues to preserve customer
loyalty while complying with company policies.
 Served on special taskforce charged with consolidating the customers from dead projects to either ready or
under construction.
 Exemplified the second-to-none customer service delivery for which Dheeraj and East Coast LLC is renounced
keeping in mind the company’s motto of “Giving life to your dreams”
Role in dept (Collections):
 Managing the entire collections of the company with a team of 3 Executives.
 Managing and maintaining a low debt ratio of the outstanding.
 Managing and making sure the follow ups are done on the outstanding
 Maintaining MIS on payment reminders are sent across to all customers.
 Maintaining of the cash flow registry
 Handling default customers for further course of action including legal actions.
 Implementation of credit policies and processes.

3.  Liaising with various banks with regards to mortgage financings.
 Liaising with the RERA Ops dept with regards to cancellation of Sales & Purchase Agreements due to default in
payments
Role achievement:
 Successful in implementing strategies to improve employee satisfaction and retention
 Was instrumental in maintaining the cash flows by achieving the regular targets
 Member of the team which was given the task of handling the defaulters whereby reduced the defaulters list by
over 50%
Role in dept (Contracts):
 Managing the contracts department with a team of 2 Executives.
 Managing the preparation/dispatching and returning of all Sales & Purchasing Agreements.
 Meeting and discussing with the customers all queries regarding the agreement clauses.
Kelly Services India Pvt Ltd. Mumbai, India 04/05 to 10/06
Credit Controller
As the credit controller was given the responsibilities to ensure that cash flows are maintained whereby increasing
the monthly collections, to ensure that invoicing of candidates have been properly achieved and banking entries
have been completed. To ensure reconciliations have been completed on a regular basis, also to inforce the
replacement of candidates.
Role in Debt:
 To achieve the DSO Targets (Daily Sales Outstanding)
 To manage the bad debts of the company
 To provide timely and accurate reports on debtors to all branches.
 To implement credit policies.
 To ensure the daily collections are updated in the receipt books and the daily collections register by the end of
the day.
 To ensure the daily collections are banked by the next day.
 To constantly manage and improve the credit policies and processes.
Thani Murshid Est. Abu Dhabi, UAE 12/98 to 01/05
Debtors Controller
 Handling the debtors i.e. debt collections, debt analysis, debt ratio analysis and invoicing
 To ensure that the daily collections are banked the next day.
 To provide timely and accurate reports on debtors
 To set and follow credit procedures.
Bank of America, Mumbai, India 02/98 to 08/98
Banking Clerk
 Opening of the Letter of Credit.
 Scrutiny of documents received under the Letter of Credit.
 Intimating the customers about documents received.
 Posting of the payments under the letter of credit through the global banking systems.
 Education and Training
 Post Graduation Diploma in Business Administration from Narsee Monjee Institute of Management Studies,
Mumbai, India in 2002
 B.Com. from Bombay University in 1997
 IT Skills: MS Office, VARIOUS CRM, Accounting Packages and Internet Applications.
“When the customer comes first, the customer will last” – Robert Half