Laveena lassi
Results-driven professional with 7+ years experience in real estate sales, customer operations, ORM, and team leadership. Skilled in sales, CRM, and leading high-performing teams across roles.
Mumbai
5+ years of work experience
Feb 202510 mosNov 2025
Thane, Maharashtra, India
As a Sales Specialist, my core responsibility is to identify and connect with potential clients interested in investment opportunities. I manage the full pre-sales cycle—from scheduling qualified meetings to nurturing leads and converting them into successful sales. By understanding client needs and offering tailored investment solutions, I aim to drive both client satisfaction and business growth. My role directly contributes to revenue generation through strategic outreach, relationship-building, and consultative selling.
Aug 20231 yr 4 mosNov 2024
Navi Mumbai, Maharashtra, India
Relationship Manager
Mahindra & Mahindra Ltd.
As a Relationship Manager, I was responsible for managing customer complaints and queries across key social media platforms including Twitter, Instagram, and YouTube, utilizing a CRM system for timely resolution. My role also involved handling escalations via phone calls when necessary, ensuring a seamless and empathetic customer experience.
I collaborated closely with the Brand Manager by sharing actionable feedback and insights gathered from customer interactions, helping to shape communication strategies and service improvements based on audience sentiment.
Additionally, I led the pilot process for Zaggle, where I managed calls and emails related to banking and card concerns, ensuring accurate issue resolution and maintaining service standards during the initial rollout phase.
Jan 20221 yr 8 mosAug 2023
Thane, Maharashtra, India
Role: Supervisor & Trainer | Former Senior Chat Executive & Subject Matter Expert
I began my journey as a Senior Chat Executive, managing client interactions from the US, Canada, and Austria through Salesforce. My responsibilities included providing timely support, resolving queries, and ensuring a high level of customer satisfaction.
Recognized for my performance, I was promoted to Subject Matter Expert (SME), where I guided my team through complex cases and provided support in navigating process-related challenges.
Later, I advanced to the role of Supervisor & Trainer, where I:
Supervised and supported two teams in resolving system and process issues
Provided regular updates on quality standards and process changes
Conducted performance audits and provided individual coaching
Handled client grievance calls, ensuring real-time resolution
Trained nesting batches, preparing new joiners for the live process
Throughout this progression, I focused on improving team efficiency, customer experience, and process adherence.
Sep 20201 yr 4 mosDec 2021
Thane, Maharashtra, India
Role: Client Relations & Finance Support Executive
In this role, I was responsible for maintaining strong client relationships by resolving grievances through the CRM system and assisting clients with refund-related issues. Additionally, I supported the finance team by managing and updating data for refunded clients, raising support tickets, and following up to ensure timely resolution of concerns. My work contributed to smoother customer service operations and improved client satisfaction.
Oct 20196 mosMar 2020
Thane, Maharashtra, India
Role: Sales & Client Relations Executive
Location: Powai & Mulund
During my tenure, I was responsible for connecting with potential clients, generating qualified leads, and ensuring site visits for both the Powai and Mulund locations. I played a key role in driving customer engagement and conversions. My efforts led to over 10 successful bookings, directly contributing to revenue generation for the company.
Education
bms, Human Resources Management and Services
k. m agrawal
20163 yrs2019
Master of Business Administration - MBA
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
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