أنس مراد

Special Accounts Management, SAM Support, Risk Management Department, Litigation & Guardian:
- Legal Administrative work. (Preparing Criminal Cases, Repossession Cases, Criminal releases etc.)
- Generate and review cases to be released Report on daily Basis and update all Criminal cases, Repossession cases and exception Cases on System.
- Preparing Releases on all Criminal and Repossession cases of all Products against the Customers.
- Support other colleagues in the team and provide assistance and onsite training for new employees when required.
- Preparing MIS reports for our Unit. Preparing monthly reports for Criminal cases to be Filed (AUTO, GOODS and Visa Product), and Repossession to be filed (AUTO Product).
- Coordinate with Court and prosecution through our lawyers regarding the criminal Cases, Repossessions and Releasing Procedures.
- Preparing all correspondences related to the Department and Communicate with other units to resolve Operational or customer related issues.

• Have the knowledge of scripts / templates / processes and tools to get the right information to best respond to the clients’ requests and after-sales related questions.
• Conduct inbound / outbound calls, handle emails, faxes and mail, whilst understanding client’s customer care philosophy and correctly interpreting customers’ comments.
• Liaison with the Cartier Boutiques (Middle East and India), Cartier regional office and Clients in order to answer inquiries.

• Ensuring that processes needed for the ISO (QMS) are established, implemented and maintained.
• Providing training for new agents and motivating the team to achieve the daily target.
• Actively participating in the monthly and weekly meetings.
• Conducting surveys with BMW, Mercedes, AUDI, Jaguar and Land Rover customers in Middle East.
• Dedicated agent as a mystery shopper for a Ministry (Evaluating the employee Customer service and Telephone skills).
• Collect customers’ information, contact data and transactions for future CRM activities.
• Data entry is done using Christian Dior web-based program.

• Creating yearly, quarterly, monthly, and weekly reports with extensive QC and reporting to the project manager.
• Handle Connected Drive registrations and renewal using S-GATE (Global BMW Group Dealer and Importer Portal) system, Receiving Inbound calls from BMW customers and dealers in the region.
• Liaison with the BMW regional office, customer, BMW dealership and BMW Germany in order to answer queries and resolve issues that arise.

- Real-Estate Brokerage Services, Advisory and Consultancy, Fund Advisory services.
- Selling and buying Properties and plots, Freehold consultancy, Property evaluation.
- Investment Advisory, Development Consulting, New Projects Sales and Marketing.

• Residential and Commercial Consultancy.
• Helping people reach their needs and aspirations of owning properties.

- Real-Estate Brokerage Services and Consultancy.
- Property evaluation, Development, Investment and Freehold consultancy.

- Part-Time supervisor in field department. (Logic Check, Back Check and Conduct Reports).
- Interviewer in Duty Free (Dubai Airport project). (Jun - Jul 2004).
- Involved in many research projects for huge companies and organizations, through phone calls, interviews, and surveys.

• Conduct Reports and Interviews for marketing researches using questionnaires and surveys.
• Mystery Shopper - Internal Auditing (Arabian Automobiles Project).