أكرم ياقوت

Managing Customer Relations and Operations teams (8 agents) responsible for full life-cycle of customer’s account starting from sales support all the way to handover.
•Reporting and providing high-level support to Associate Managers to manage day-to-day operations of their teams.
•Monitoring the KPIs and objectives percentage achievement of the teams.
•Leading and planning for upcoming Handover of 700+ units; Establishing and leading the outsourced Handover team.
•Providing operational support to Sales Management to set sales strategies and arrange new launch events.
•Managing escalation cases for VIP customers and high-risk disputes; Drafting internal memos with recommendations and full case summary for higher management approval.

¥ Answer all type of customer inquiries, service request and complaints received through the contact centre channels (phone, email, and online channels).
¥ Building and maintaining relationships with clients and key personnel within customer companies. 

¥ Conducting business reviews to ensure clients are satisfied with their products and services.

¥ Working closely with Account Managers, Sales Consultants and residential leasing department.
¥ Updating the CRM and ensuring account managers are aware of changes within clients.
¥ Attending meetings with clients to build relationships with existing accounts. 

¥ Passing leads to the sales team and following up on progress.

¥ coordinating with internal departments to ensure client needs are fulfilled effectively.

¥ Achieving client relationship targets and KPI’s as set by the Head of Sales. 

¥ Understanding and utilization of contact centre quality standards and guidelines to ensure the consistent customer experience.

¥ Monitoring & escalating any queries or unresolved issues to senior managers.
¥ Working on internal CRM & Oracle systems.

(E-Communication - Executive Since Jun 2015)
¥ Provide excellent tenant service for Dubai Properties Group.
¥ Respond to tenant requests/problems in a timely and courteous manner and generate work orders directed to maintenance staff.
¥ Handling client’s complaints or any major incidents over the phone and escalate to the supervisor when necessary.
¥ Follow up with the tenant to ensure satisfactory resolution of the issue.
¥ Providing help and advice to customers using the organization’s products or services.
¥ Investigating and solving client’s problems which may be involved or longstanding problems that have been passed on by customer assistants.
¥ Makes outbound calls when necessary.
¥ Dealing with Hand over processes and inquiries with the leasing department and sales department.
¥ Maintains the record of customer interactions or communication, details of questions, complaints or problems.

Certificate of Excellence in sales and customer services for the year 2011-2012

•Deal directly with customers, either by telephone electronically or face to face.
•Handle and resolve customer inquiries/complaints.
•Performs escalation of unresolved issues to the designated resource.
•Keep records of customer interactions and transactions.
•Open and close cash registers, performing tasks such as counting money, separating charge slips and balancing cash drawers.
•Compute sales prices, total purchases and receive, and process payments.
•Maintain knowledge of current sales and promotions.
•Maintain records related to sales.