Anas Dwair

- Managing Customer Relations and Operations teams (8 people) responsible for full life-cycle of customer’s account starting from sales support all the way to handover.
- Providing high level support to Associate Managers to manage day-to-day operations of their teams, setting targets and deadlines.
- Providing operational support to Sales Management to set sales strategies and arrange new launch events.
- Setting and measuring the KPIs and objectives percentage achievement of the teams.
- Setting communication strategies and drafting/approving outbound communications.
- Leading in implementation and setting out new operational processes and best practices for testing new system related to customer service management.
- Drafting and liaising with Legal Department on official letters, notices, addendums to the agreement and certifications for special offers.
- Managing escalation cases for VIP customers.
- Resolving nonstandard requests and high-risk disputes; Drafting internal memos with recommendations and full case summery for higher management approval.

- Supporting CRM Operation Team Leaders with managing their teams.
- Managing day-to-day operations related to Rental Scheme Contracts in all Hotel Projects.
- Controlling/Updating the data base of investors in Hotel Apartments.
- Handling communications with bulk investors with portfolios over AED 20 million.
- Participating in setting short and long term plans/strategies for the department.

- Heading a team of 5 professionals.
- Actively involved in supervising, training and motivating the team.
- Managing and supervising day-to-day operations.
- Overseeing the entire account management life cycle from date of purchase including. Collection, Payment Reschedule, Handover, Mortgage, Assignment and Title Deed.
- Managing and solving escalations related to VIP clients and nonstandard cases.
- Developing solutions and taking actions to resolve cases with complications.
- Liaising and cooperating with Legal Department to settle high risk disputes.
- Reviewing/approving outbound communication and setting call scripts.
- Planning and commencing full training to all members of the team and fresh joiners
- Preparing monthly report for Management.
- Handled Mortgaged and terminated contracts.
- Facilitated the recovery and retention of existing clients through the transfer of
existing contracts to new projects.

- Handled clients’ inquires; for walk-ins, on phone and by e-mail.
- Facilitated different kinds of Payments; explained statement details; monitored the allocation of funds and receipt issuance.
- Negotiated terms of payments and installments; facilitated payment rescheduling requests.
- Resolved numerous clients’ complaints, investigated problems and developed solutions; Prepared full case summary report for Management.
- Revised and carried out quality control verification on client databases, prepared quarterly and annual reports.
- Negotiated terms and facilitated the process of handing over units to clients.
- Translated documents from Arabic/Russian to English and vice versa.
- Handled Mortgaged and terminated contracts.
- Facilitated the recovery and retention of existing clients through the transfer of existing contracts to new projects.

The company is a professional real-estate and touristic service provider, with great majority foreigner costumers, since it's the leading web-based real-estate agency in Damascus.

Reported to the Manager

Main Responsibilities:
- Searching and generating leads.
- Liaising with landlords, establishing prices and terms of leases
- Adding new property information to the web-based property portfolio, and maintaining it up-to-date (in English)
- Communicating with costumers; addressing inquiries and setting appointments.
- Providing all services (airport pick up, University enrollment and other)
- Finalizing deals, contract/lease facilitation
- Training and supervising new employments (agents)
- Advertising

The Higher Institute of Dramatic Arts is the main national governmental drama and acting school in Syria
Main responsibilities
- Consecutive interpreting Russian to Arabic and vice versa between Syrian students and Russian teachers (during classes and teachers’ conferences).
- Helped teachers planning and leading classes.
- Maintained active relation and feedback between administration-teachers.
- Translated formal requests of the teachers to administration.
- Developed high level interpreting skills in abstract and practical topics, with different communication styles.

- General community service/education; disaster management and response
- Attended numerous First Aid and Disaster Management training courses, workshops and camps; obtained advanced certificates.
- Planned and attended different social aiding and development activities
- Planed and executed workshops and training sessions to new members in International Humanitarian Law, First Aid, Disaster Management. AND HIV prevention.
- Developed strong teamwork and cross-cultural communication skills