Darshinii Morthan

• Ai Bot Enhancement
• Assisted in reminder for CS1 and CS2 surveys and assisted in upgrading to generative AI for all Gamuda Land projects
• Lead Management System Enhancement
• Assisted in QR code integration with GL Lifestyle App for walk in registration and repeat customer registration (GL Global Search and Leads scoring)
• Assisted in Digital Sales Kit product marketing update, review and new launches
• Updating campaign popup for projects and service maintenance renewal 2024-2025
• Provide training for Outperform Appointment Features, Campaign Features and Event Registration for all Sales Personnel
• Digital Transformation and Data Warehousing
• To create seamless customer journey from leads creation to CRM and automation process
• AI Bot implementation in 2 phases, pre-qualification and personas details update
• Assisted in development of dashboard for Status Summary Report and Campaign Dashboard in Outperform, Customer Satisfaction Survey 1 and Customer Satisfaction Survey 2 dashboard enhancement in Outperform.
• Cultivated culture of continuous improvement by promoting open communication channels for feedback from all levels within organization.
• Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.

• Recruited and organized Mystery Shoppers Programme for Splashmania Waterpark in 2023 and organized a competitors Mystery Shoppers Programme Splashmania Waterpark 2023
• Integrate, automate survey forms & analyze responses with NexCRM (Digitization of Customer Satisfaction Form (Stage 1 and 2) in the year 2023
• Conducted a Product Focus Survey - Child Safety Survey to understand customers' insights and suggestions to enhance and prioritize child's safety security within Gamuda Land
• Assisted in launch of ESG Module for GL Loyalty Programme
• To conduct ESG Recycling activity at each Gamuda Land township
• Implementation and Observation of RA Etiquette
• Compiling and reporting Joint Sales Performance Evaluation for RAs every 6 months
• Assisted in Refresher etiquette training (internal)
• Assisted in Refresher NexCRM function training
• To assist in updated and upgraded WhatsApp messages for conversation function button for customers to choose and assisting High Park Project to get on board AI Bot Outreach lead
• Recruit, organize, and coordinate Mystery Shoppers Programme with external vendor Metrix
• Planned and developed service standard and questionnaire for mystery shoppers across various customer touch points
• (Sales gallery, WhatsApp, and phone call)
• Responsible for development of Customer Satisfaction Survey forms every quarter with 80% of respondents rating satisfaction
• Assisted with integration of the leads system with MS Dynamics and the setting up of customer-based system and sales system
• Assist to coordinate Mystery Shoppers Program across all Gamuda Land sales galleries and competitors' sales galleries
• Assist in developing Sales Personnel Etiquette and Refresher training and development planning (Conducted Internally)
• Assist in integration & automation of customer registration form, survey form and customer thank you message
• Conducted a project study on Top 5 developers' sales galleries and management offices in Malaysia
• Developed Customer Experience Implementation Guide focusing on customer experience flow, Standardization of Handover Manual, and RA Etiquette
• Personalized Welcome Gifts and VP Flow across all Gamuda Land projects and Standardization of Welcome Kit across all projects.
• Cultivate culture of continuous improvement by promoting open communication channels for feedback from all levels within organization.

Implementation of Customer Satisfaction Survey Form Upon Signing SPA on NexCRM System

• Analysis and reporting of customer survey responses
• AI Bot Implementation
• Pre-qualify new leads (via social media) Update new prospects and existing customers' contact details
• Development & enhancement of CRM system
• Developed GL Friends Loyalty Programme
• Development, enhancement, and monitoring of FreshChat (Gamuda Land's first Chatbot)
• Relationship building with business partners for benefit of GL Friends members loyalty program by Gamuda Land for property purchasers
• Annual CRM budgeting for all CRM-related systems & CRM Marketing Relationship
• Repeat and referral purchase summary and reporting
• Supported 5 customer touchpoints and delegate to right channel for further action
• Fresh chat/GL Mobile/GL Contact Us Page via website, GL Acquaint
• Support Divisional Campaign via booking system and hotline inquiries.

• Develop annual marketing plan in conjunction with regional sales departments
• To achieve frequent, timely and positive media coverage across all available media
• To conduct market research in order to identify market requirements for current and future products
• Contribute to development of integrated marketing campaigns
• Communicate with target audiences and manage customer relationships