Duaa Salim Khan is a Customer Relationship Manager with over 15 years of experience in client management and relationship building. She has expertise in CRM systems like Microsoft, In4velocity, and Sales Tracker. Her responsibilities include handling customer queries, issuing invoices, maximizing retention of existing clients, and generating new business leads. She has worked in CRM roles for various real estate developers in India like Hiranandani Communities, Larsen & Toubro Realty, and Hirco Developers. Prior to her career in real estate, she spent 4 years as a Customer Service Associate and Quality Analyst for an outsourcing company, where she received several awards for her performance.

1. Duaa Salim Khan C/o Mayur Dave,
C / 810, Radha-raman apt.,
Bapu Bhagwe Marg,
Kandar-pada,
Dahisar (West)
Mumbai – 400068
Cell #: 8879788012/
duaa.s.khan@gmail.com
DOB: June 25, 1979
CUSTOMER RELATIONSHIP MANAGER
Expert in Client - care Management, driving revenue and performance by developing and managing
programs, processes and outcomes to a client-centric approach that strengthens the branding , increasing
account acquisition and retains clients.
Layered experience in Customer relationship management, skilled in employee leadership including
training, coaching, motivating and overseeing cross functional teams
Key contributions + Core Competencies + Strengths and Expertise
Customer Service Verbal & Written communications Relationship Management
Service Orientation MIS generating for ‘Lead-Sales-CRM’ review meets Need Analysis
Time management Issues trouble shooting / Resolution productivity improvement
Staff training & Development Microsoft Office, Systems
Key Qualifications
Expertise in Systems - CRM-Microsoft - In4velocity - Sales tracker - SAP.
On System online blocking & booking of apartment(s)/flat(s), and Documentations
Handling & reverting customer Queries within TAT, via email & calls
Banking transactions, Collection cheques / transfer of funds
Issuing tax invoices / Demand notices for all customers via courier & e-mail
Registration - Stamp-duty - Handover of apartments and documentation
Maximizing on Retention of Existing customers & generating leads for referral of new customer’s
for business development
Excel and system MIS generation – for Leads – Sales and CRM
Effectively conducted an Internal Audits for CRM

2. Work Experience
Hiranandani Communities July 21st
2014 till date
CRM for Chennai and Panvel Projects
Larsen &Toubro Realty Feb 18th
, 2013 – July 18th
2014
CRM for Powai – Emerald Isle project
Hirco Developers Pvt. Ltd. Sept 10th
, 2007- Feb 15th
, 2013
CRM for Chennai Project
ZENTA – BPO Aug16th
, 2003 - July 5th
, 2007
3years as a Sr. Customer Relationship Associate for various Outbound voice processes, like,
Chase Payment Protector Plan (CPP), Chase Fraud Detector (CFD), etc..
Re-designated as a Quality Analyst: 6 Month, monitoring sales call & providing feedback(s) to
respective Sales representatives
Achievements / Rewards & Recognition certificates at ZENTA for –
(All the below mentioned certificates are available for reference)
o Best Call Quality (96.71%)
o Best Quality
o Highest Sales Achieved (753)
o Letter of Appreciation
o Pursuing Least ACW% (After Call Work) – 1.39%
o Quality
o Quality & Excellence for the quarter
o Quality & Excellence, (92.35%)
o Quality & Excellence, (97.92%)
o Quality Monarch of the Month
o Quality Performance
o Score of 100% in Quality
o Score of 100% in Quality (12 assessments)
o Score of 100% in Quality (3 assessments)
o Score of 100% in Quality (9 assessments)
Education
Bachelor of Arts in April 2001, scored 65%