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%