Barkha Asnani is seeking a challenging role in sales or customer support in Mumbai. She has over 13 years of experience in sales and customer service. Currently she is the Deputy General Manager at Sunteck Realty, where she manages the CRM team and is responsible for overall performance and delivery. Previously she held roles at Tata Teleservices managing customer service, billing, collections and a call center team. She is a dynamic professional with strong communication, leadership and problem solving skills.

1. BARKHA ASNANI
Mobile: +91-9223519073 ~ E-Mail: barkha.asnani@rediffmail.com
Seeking challenging assignments in Sales / Customer Support with an organization of high repute
Location Preference: Mumbai
SNAPSHOT
 A dynamic professional with over 13 years of experience in Sales and Customer Service.
 A strategist cum implementer with recognized proficiency in spearheading operations/ business with an aim to
accomplish desired plans and targeted goals successfully
 Demonstrated prowess in heading diversifications, thus increasing business progressively by undertaking
organisational restructuring, maximizing business profits and generating significant cost savings.
 Holds the distinction of leading and managing the sales and offshore operations successfully. Demonstrative
excellence in conceptualizing and implementing various Telemarketing strategies.
 An impressive communicator with honed interpersonal, team building, negotiation, presentation, convincing and
analytical skills.
 Ability to think out of the box, and contribute ideas towards achieving operational excellence.
 Well versed in managing and motivating teams for running successful operations, Revenue generation, Curbing
Absenteeism, Effectively managing Attrition. Improvise performance of team and overall growth of project by
periodic reviews.
 Excellent temperament to multi-task and coordinate various activities under high pressure and time constraints.
 Highly energetic and motivated individual fusing co-ordination and smooth workflow even in complex situations.
 A consistent performer having successful track record of making visible contribution to raise productivity.
 Able to prioritize workflow and meet deadlines.
CAREER SKETCH
Since Feb’2014 – October’2014 Sunteck Realty
- Assistant General Manager
October’2014- till date Sunteck Realty
- Deputy General Manager
Key Deliverables
• In charge of CRM Team, Responsible for overall team performance and delivery.
• To act as an interface between the Company and its prospective & existing clients.
• Shall assist sales team in arranging client meetings, if required.
• Organizing Broker Events / Launch Events / Corporate Activities etc.
• Shall help in agreement / documentation closure with the clients and negotiate on such documentation.
• Customer relationship management.
• Introduce measures to improve customer experience.
• Shall ensure timely recovery from the clients (Sales receivables and receivables from existing clients)

2. • Dealing with issues and responding to complaints & grievances.
• To handhold the customer through the post sales process till possession.
• MIS report generation and analysis.
• Coach & Sensitize the team for collection of due payments without being pushy.
• Handle legal issues of the clients with the help of legal department.
Functional Responsibilities:
• Getting the KYC Documents and Sending Welcome mail once client Pays Token Cheque.
• Collecting the Total Token Money and getting the Booking Form.
• Agreement Preparation and Registration.
• Sending the Demand Letters on Time and ensuring Timely collection of Due Amount.
• Providing Clients with Requisite Documents in Lieu of Loan Disbursement.
• Coordinating with the bank for disbursements.
• Dispatch of Receipts for Payments Made.
• Timely Daily/Weekly/Monthly Sales/Collection MIS to the Management
• Service Tax, TDS and MVAT Computation and Ensuring that the same is collected from the clients
• Site Visits along with the clients.
• Set processes for Fit outs /possessions etc Project wise.
• Plan Wow customer experiences & ensures effective execution at all stages in the client lifecycle like
relationship call, educating on time bound payments, SDR process, and registration scheduling.
• Coach & enable the team to deal with all queries in a professional and courteous manner, in person, on the
telephone or via e-mail within specified TATs.
• Understand & Forecast customer needs by analyzing feedback reports generated by the team; plans &
ensures continuous refinements in the services offered.
• Work with relevant internal stakeholders, in Customer Care and other departments, to provide all the
required support and information is available with the service managers to enable them in managing the
customers and their queries.
• Prepare and present reports and management information relating to performance, budgets and any other
aspect of the teams work to senior management.
• Facilitate the team to collect timely due payments in a professional and courteous manner, on the telephone
or via e-mail.
• Motivate, develop, coach, induct and formally appraise employees to create a highly engagement team of
RMs.

3. • Maintain effective communication, at all times, among the team including communicating instructions given
by top management.
• Call centre lead/site visit/closure targets are achieved through Inbound Calls/Outbound calls/Mailer
Activities/SMS Activities/Corporate Activities/Approaching Brokers/Data Search.
• Coordination with Marketing Team for Mailer/Events/Collaterals to support new sales.
• Broker relationship (sharing cost sheets, processing brokerage Invoices).
Notable Accomplishments
 Efficiently handled BKC project Clients individually (ticket size 20-50 Crores)
 Given responsibility of Entire CRM Team within 6 months of Joining
 Streamlined CRM and Call centre processes.
Oct’2010 - Jan’2014 TATA Teleservices Maharashtra Services, Mumbai
- Assistant Manager, Customer Service
Key Deliverables
• Achieving Collections Targets of 95% for Mumbai for 0-48 Bucket.
• Handle billing, complaints and collections portfolio of Top corporate customers.
• Reconciliation of old dues and Focusing on streamlining of the accounts.
• Ensuring that error free and timely invoice reaches to customers which helps to effective payment follow-ups.
• To check the billing as per agreed contract.
• Analyzing customer issues periodically, escalating unresolved problems by co-ordinating with internal
department for issues like wrong sales Commitment, Service fault and ensuring that issues get resolved within
the given TAT. .
• To build excellent relationship with all clients which help to retain customer for long.
• In case of service downtime, co-ordinating with network manager for resolution.
• Maintaining data base of all clients which helps to have better hold on accounts.
• Achieving various benchmark such as FB (first biller) ZPC (zero bill paid customers) set by the Organization.
• To send monthly statements and reconciliation of account balance.
• To compute waiver and credit notes against incorrect invoices.
• Intimating customer about outstanding and statements to customers in case of delayed payments
• To work on CDR for calculation of waiver if any incorrect rates applied in the system and ensuring that it
doesn’t repeat.
• Provisions for the waivers and adjustments in case of rate revision.

4. • To send legal notice to dead accounts through legal team if customer doesn’t revert on payments.
• To meet customer on regular basis to understand their views and feedbacks toward services.
• Looking after overall operations of Call Centre, leading a team of 120 Agents at Call Centre.
• Development strategies for meeting targets and lay down processes for daily operations.
• Performance Management of the Team, Team Leads by creating processes and procedures to meet targets
and ensure consistency.
• Periodic review of all the process related metrics against target to ensure control in any deviations and
immediate plan of action to get back to desired productivity
• Conduct regular quality audits internally to ensure compliance and adhered to laid down policies and
processes.
• Co-ordination with various departments of Training, Quality, Technology to lay down processes and
implementation of the same.
• Providing customized business solution for the resolution of problems.
• Ensuring high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and
work processes and thus managing cost-effective operations
• Create an environment that fosters motivation and high performance resulting in improved efficiencies.
• Define and monitor the Performance Management System as well as assist and support recruitment process.
• Oversee capacity planning and roster management, performing employee's fortnightly reviews and monthly
recognition.
• Ensured that MIS has been streamlined for the team and created a platform for reporting the MIS on daily
basis on a standard format
• Answer escalated calls, access customers support needs.
• Preparation and compilation of weekly and monthly Call Centre performance reports
• Provide operational floor management by monitoring service levels, making appropriate decisions,
responsible for the daily monitoring of quality and production.
• Identifying best practices and process reengineering opportunities. Implementing these within own team.
• Conducting Call calibrations between company and Vendor, also conducting Tape review sessions on good
and bad calls, certifications for new agents, Monthly product knowledge tests.
• Handling the base of approx 400000 (4 Lac) Customers per month with the billing of 28 Crores.
• Handling Team of 40 collection field executives.
• Providing proper services and ensure timely collections for customers active in 60+ Bucket base (VIP Base).
• Look after Vendor monthly bills clearance.

5. Functional Responsibilities:
• Effective People Management.
• Key Account Manager for corporate Accounts.
• Maintaining a high end service level with appropriate quality checks.
• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process
operations and meeting of individual & group targets.
Notable Accomplishments:
• Efficiently handled Major Accounts
• Month on Month achievement of collection target.
• Awards achieved for best performer.
• Certificate received for U Made the Difference Award
Nov’2007 - Nov’2010 TATA Teleservices Maharashtra Services, Bhiwandi and Ambernath
- As a Customer Service Senior Executive
Key Deliverables
• Handling Customer Service related area (Order Entry), Service related issues and TVH sales.
• Accountable for the Collections of Bhiwandi, Ambernath & Ulhasnagar markets
• Retentions of Voluntary and Involuntary churn customers,Retrieval of FWP and PTB instruments.
• Increasing revenue through VAS and Acquisition of new Postpaid Subscribers.
• Reducing bad debts through collection on higher scale.
• Coordinating with the courier agency to ensure proper bill delivery.
PREVIOUS ASSIGNMENTS
Nov’2005 – Nov’2007 Silverstar Enterprises and Services, Bhandup
- As a Manager (DSA & Webworld of Reliance)
Mar’2004 – Nov’2005 Silverstar Telecom Services Pvt. Ltd., Bhiwandi and Ulhasnagar
- As a Manager (Franchisee of TATA Indicom)
Mar’2002 – Dec 2003 Concept Management & Consultant Pvt. Ltd., Powai
- As a Secretary to the Director
ACADEMIA
2002 Bachelor of Science from G.N. Khalsa College, Matunga, Mumbai University.
1997 12th
(Science) from G.N. Khalsa College, Matunga, Mumbai University.
1995 10th
from A.M.K.P. High School, Sion, Mumbai University.
PROFESSIONAL ENHANCEMENT
 Diploma in Business Management from Indian Merchant Chambers in 2003.

6.  Diploma in Personal Secretary Course from Davars, Andheri in 2003.
 Three years Integrated Diploma GNIIT course from NIIT, completed in 2002.
 Personality Development Course from NIIT, completed in 2001.
TRAININGS ATTENDED
 Handling Teams effectively
 Putting first things first.
 Time Management.
 Leadership Skills
 Seven habits of highly effective people
 Achievement Motivation
 Communication skills
IT FORTE
 Well versed with Microsoft Office (Word, Excel and PowerPoint) and Internet Applications.
PERSONAL DOSSIER
Date of Birth : 19th
March 1982
Languages Known : English, Hindi and Sindhi
Address : B-2/203, Swastik Residency, Near Muchalla College, G.B Road, Thane.

7.  Diploma in Personal Secretary Course from Davars, Andheri in 2003.
 Three years Integrated Diploma GNIIT course from NIIT, completed in 2002.
 Personality Development Course from NIIT, completed in 2001.
TRAININGS ATTENDED
 Handling Teams effectively
 Putting first things first.
 Time Management.
 Leadership Skills
 Seven habits of highly effective people
 Achievement Motivation
 Communication skills
IT FORTE
 Well versed with Microsoft Office (Word, Excel and PowerPoint) and Internet Applications.
PERSONAL DOSSIER
Date of Birth : 19th
March 1982
Languages Known : English, Hindi and Sindhi
Address : B-2/203, Swastik Residency, Near Muchalla College, G.B Road, Thane.