Dalia Raad

•Oversee daily operations across a large residential property portfolio
•Coordinate property maintenance from reporting through to resolution
•Ensure all properties are compliant with Scottish legislation and safety standards
•Act as the primary point of contact for landlords, tenants, factors, and contractors, ensuring clear communication and service delivery
•Manage full tenancy lifecycle, including renewals, rent reviews, deposits, and portfolio updates
•Support senior management with complex tenancy cases and operational improvements
•Increased occupancy rates by 20% by reducing void periods through effective marketing and faster re-letting
•Reduced tenant disputes and reactive repair requests through early intervention and proactive communication

•Consistently exceeded monthly and yearly sales targets by 30%+
•Managed a 400+ client base, driving repeat business and long-term retention
•Increased average transaction value (ATV) and units (ATU) through cross-selling, upselling, product linking, and tailored client recommendations
•Utilised CRM system (IPOS) to drive targeted client outreach, including appointments, calls, and product launch events
•Organised private client events and masterclasses to drive engagement and sales
•Achieved 100% mystery shop scores on two occasions
•Supported onboarding and training of new team members to maintain product knowledge and service standards

•Managed lettings including marketing, viewings, referencing, and tenancy agreements
•Carried out property inspections and inventories, producing detailed condition reports for landlords
•Prepared monthly and quarterly client statements
•Supported eviction cases, lease disputes, and deposit adjudications
•Coordinated property handovers from external letting agents
•Liaised with contractors to coordinate and follow up on maintenance
•Informed landlords of costs for works, managed fund requests, and ensured timely payment of supplier invoices

•Assisted with end-of-tenancy processes including checkouts and deposit returns
•Managed tenancy updates including council tax and utility notifications
•Supported rent collection processes and assisted with arrears follow-up
•Maintained accurate tenancy and property records across internal systems
•Prepared and issued landlord statements and financial updates