Ahmed Gibran

Respond effectively and timely to the stake holders and/or outside agency complaints and inspection reports.
Oversee the provision of excellent services to customers and manage key relationships in order to ensure their satisfaction with the provided services and resolution of issues to the customers’ satisfaction.
Responsible for sorting, prioritizing and cascading complaints to the concerned departments, setting response time as per the agreed KPIs and follow up on the closure of the complaints and accordingly update customer.
Direct the team to attend to all the customer feedback and complaints, and prepare actions plans to address and resolve all issues.
Collaborate with the other DCM functions to address to investor queries/complaints including channeling maintenance issues, strengthen communication outflow to the communities and provide input to other initiatives for future planning for the assigned communities.
Responsible for ensuring invoicing and collections of community services charges are executed in timely manner to ensure that adequate funds are available for the maintenance and operations of the community common facilities and infrastructure such as landscaping, lakes, public parking etc.
Ensure each account has complied with its financial obligations, including the timely budgeting, invoicing, and collections of Service Charges.
Contribute to the annual operational plans for the assigned communities to accomplish the delivery of the business plans for community management services within the residential sectors.
Implement the annual operating plan for the assigned community, to ensure the community assets and values are protected to attain the desired results.
Develop and oversee the implementation of policies, procedures and controls covering the Community Management division so that all relevant procedural/legislative requirements are fulfilled while delivering quality and cost-effective service.
Provide Owners Association Management services to all Jointly Owned Properties’ in DCM in alignment with RERA Regulations. Ensure adherence to all rules, legislations, laws and regulations relating to communities and master communities
Prepare and release MIS reports to provide Management with timely information to monitor the progress of Facility Management initiatives against plan, budget and sales.
Provide initiatives and suggestions to continue improving Customer Experience at all stages in the lifecycle of the community.

CORE WORK ACTIVITIES & RESPONSIBILITES:
a. Ensure legal compliance to the government issued guidelines of community
b. Monitor the account budget and ensure that all services are provided within the allocated budget without jeopardizing the required standard of service
c. Financially evaluate the services provided and suggest ways for revenue generation
d. Manage the execution of all PPM scheduled works and ensure that all helpdesk related works are carried out in a timely and efficient manner
e. Plan, organize and monitor assigned operational processes. Ensure all service-related qualities, policies, standards, and processes to achieve maximum customer satisfaction
f. Utilize the CAFM system to evaluate business performance and provide recommendations for continuous improvement
g. Develop a pro-active working relationship with all authorities and assist in establishing areas for service improvement
h. Establish Service Level Agreements and KPI’s; formally reporting them to the customer and the operational team in accordance with contractual and business requirements
i. Support the development of business wide FM initiatives including contract renewals and cost reduction strategies, contract management plan and customer improvement plan
j. Ensuring operator’s responsibility and employer obligations with regards to occupational health and safety, for the respective area of responsibility, in accordance with applicable laws and guidelines, as well as minimizing possible risks
k. Establish contract specific continuous improvement strategies which promote efficiency, energy reduction and best practices

Assigned in "Emaar Hospitality Group" Contract
During this period, I was responsible for 5 Hotels in the heart of the Downtown Area.
1. Address Downtown Hotel Dubai
a. Sep 2019 - November 2021
b. 220 Hotel Rooms - 638 Residence Apartments
2. Address Dubai Mall Hotel
a. January 2020 - August 2020
b. 440 Residence Apartments
3. Vida Residence Downtown
a. November 2019 - November 2020
b. 480 Residence Apartments
4. Address Sky Views Hotel
a. November 2021 - January 2022
b. 200 Hotel Rooms - 450 Residence Apartments
5. Vida Emirates Hills Dubai
a. February 2022 - August 2022
b. 160 Hotel Rooms - 140 Residence Apartments
CORE WORK ACTIVITIES & RESPONSIBILITES:
• Managing the physical plant including equipment, refrigeration, HVAC, plumbing, water treatment and electrical systems
• Managing and control heat, light and power and implementing current best methods for energy conservation and economical facility operations
• Developing specifications and requirements for service contracts and administers such contracts to support building needs
• Distributing preventive maintenance and repair work orders and monitors timeliness and quality of completion and developing a long term plan for preventative maintenance and asset protection and overseeing execution of plan using MAXIMO
• Directing the maintenance of grounds, guestrooms, public space, restaurants, property vehicles and recreational facilities
• Developing and managing Engineering budget & Reviews financial reports and statements to determine how Engineering is performing against budget