أحمد عصام

for Real Estate
Managing all after sales teams “Contracting, Customer Care, Handover & Collection”
• Contracting:
* Monitor accuracy of reporting and data base information.
* Reviewing monthly contracting database and sales update reports that assist the
management.
* Make sure that the contract preparation process that matched company’s policy.
* Prepare monthly analysis to assist the management
• Collection:
* Manages the employees who collect the money and handles complaints or difficult
calls.
* Makes sure employees comply with company policies when contacting clients to
collect past due balances that they owe.
* Monitors call reports to make sure collectors are making enough phone contacts
each day
* Identifies areas of the collection process that need improvement and implements an
enhanced process that will help collectors be more effective.
• Customer Service:
* Develop and implement customer service experience, create engaged customers
and facilitate organic growth.
* Direct the daily operations of the customer service team.
* review & track customer complaints and handle complex and escalated customer
service issues
* control resources and utilities assets to achieve qualitative and quantitative target.
* Manage and co-ordinate project handover processes and ensure that all appropriate
documental evidence is provided

M2 Developments for Real Estate
* Responsible for training staff to deliver a high standard of customer satisfaction.
* Responsible for control all operation tasks and involved in staff recruitment and
appraisals.
* Follow up on system design (SAP)& implementation by Handling with the Head of
Operation in giving guidelines to the system designers to meet our work needs.
* Responsible for training newly hired operations representatives, and assisting in their
being accustomed to their new system.
* Lead the team in creating a hospitable environment for customers and follow
problems through to resolution.
* Assure high level of communication & harmony with all company departments
(Sales, Finance, Engineering and Legal).
* Follow up with the collection process to assure that there’s no delayed clients.
* Representing operation department in the business review monthly meeting showing
the results and achievements of the department.
* Achievements:
* Promoted to be senior Operation Manager.
* Acting as

M2 Developments for Real Estate
* Supervise on the whole operation process of customer service, collection and
contract.
* Responsible for allocating the daily tasks throw the subordinate based on their
different skills.
* Responsible for reviewing all daily Reports, contract and related papers done by
operation team, develop and implement analytical data extraction tools to be easily
used.
* Responsible for minimizing loss through collection procedures that reduce the
amount of delinquency Installments.
* Communicating courteously with customers by telephone, email, letter and face-to-
face.
* Achievements:
* Promoted to be an

M Squared Development for Real Estate
* Follow up on the completion of the down payment amount with internal departments
within the identified grace period.
* Coordinating with client to finalize their contracts.
* Coordinating with legal department all related contracts details (if needed).
* Handle administrative and follow-ups tasks internally to finalize contract cycle till final
contract delivery.
* Preparing and update all sales reports (sales progress, solid contracted reports,
sales in progress, and any related sales reports required).
* Supervise department filing and reselling assignments.
* Achievements:
* Selected as employee of the year from Operation Department.
* Creating two surveys: (General Survey to insure that we present a highly
professional services and the cancellation reason to adjust our service if have)
* Making analytical data for our project to monitor the status of it (Sold, blocked,
reserved and available

Egyptian French Joint Venture - Cairo Metro Line 3 Project
* Responsible for Collecting all records of design department and evaluate the cost to
Use in the claim.
* Responsible for managing and maintaining all of the data collected in relation to all
claims reported to the Insurance Department.
* Set up and maintain claim files, Organize and prepare insurance information
* Prepare weekly and quarterly reports
* Responsible for reviewing the subcontractors’ contracts before singed.

Al Gezira for Architect and Constructions
* Responsible for reviewing sub-contractors accounts at the analytical data.
* Responsible for record every transaction that done on daily basis.
* Finishing all paper work against the social insurance and taxes related with
each project.
* Attending the tenders of each project that we need to work on it.