Diala Khoury

- Creating a services company from scratch with different activities: Recruitment, Events Management, Consultancy and Social Media
- Providing consultancy for an owner’s association company and assisting in board meetings, budgets, outsourcing service providers…
- Prospecting and signing three 1-year recruitment contracts within the first 2 months of operations.
- Interviewing and placing successful candidates in the right positions
- Creating all communication documents, files, presentations and emails
- Researching and writing all legal documentations related to the company such as offers and contracts
- Offering successful consultation on talent management profiling
- Creating a large database of candidates for full and part time employment through word of mouth, connections and recruitment websites
- Creating and using a very large client database through personal connections, networking events, exhibitions, trainings, professional affiliations …
- Creating the “Amazing Race” event profile for team work related corporate events
- Monitoring the day to day work by assigning priorities for each activity
- Reviewing quarterly the progress of the company and revising the plans accordingly

- Closing new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations.
- Updating job knowledge by participating in educational opportunities; maintaining personal networks; participating in professional organizations.
- Defining long-term organizational strategic goals, building key customer relationships, identifying business opportunities, negotiating and closing business deals and maintaining extensive knowledge of current market conditions.
- Working extensively with all departments
- Help managing existing clients and ensure they stay satisfied and positive
- Identifying potential clients and the decision makers within the client organization and building relationships with new clients
- Acting as the key interface between the client and all relevant divisions
- Developing proposals that speak to the client’s needs, concerns, and objectives and participate in pricing the solution/service.
- Handling objections by clarifying, emphasizing agreements and working through differences to a positive conclusion. Using a variety of styles to persuade or negotiate appropriately.
- Arranging and participating in internal and external client debriefs.
- Attending industry functions, such as association events and conferences, and providing feedback and information on market and creative trends.
- Creating agreements and forms related to account management service from scratch.
- Defining money collection and refund processes and creating corresponding documents
- Liaising with other service providers and creating Purchase Orders, scope of work and KPIs
- Leading electronic money collection interface from beginning to launch, getting involved in all IT and commercial matters as Project Manager as well as reviewing the agreement and redrafting it with senior management
- Providing excellent customer service and promoting the same throughout the organization and with the customer service team
- Developing customer service procedures, policies, forms and standards for the department
- Investigating and solving customers' problems by liaising with all relevant departments
- Keeping accurate records of discussions and correspondence with customers
- Being involved in staff recruitment, training and appraisals
- Leading a team of customer service staff and providing customer service personnel with guidance in handling difficult or complex issues or problems. Provide guidance on how to escalate complaints / disputes
- Perform and/or direct day to day administrative tasks
- In charge of Contract Management task as in contract renewals, amendments, price negotiations

- Providing superior customer service and communication to high-end residents and prospects in order to maximize customer satisfaction and increase renewals, revenue, reputation and profitability
- Ensuring clean, orderly and attractive conditions for the entire property
- Creating positive, welcoming, supportive environment for residents and visitors
- Maintaining accurate vacancy information
- Managing health and safety programs, including training in fire safety, general emergency procedures, and in the use of emergency equipment
- Continuously recommending property improvement
- Overseeing property’s answering service, ensuring superlative customer service, up-to-date calling sequences, and accurate contact information
- Notifying residents of all issues affecting their tenancy
- Overseeing security deposit administration including inspecting units to determine resident’s balance or refund, preparing disposition letters, and processing security deposit returns
- Maintaining building security measures, ensuring proper incident documentation and notification to management, owners, and insurance carriers
- Screening, reviewing, and approving all applications
- Ensuring property’s filing system is maintained
- Developing and utilizing sound rent renewals procedures, including following up with delinquent accounts
- Monitoring landlord-tenant relations and mediates disputes when necessary
- Utilizing maintenance software program to enter in and track work orders, and regularly reviewing maintenance reports
- Establishing and maintaining regular daily office hours, ensuring adequate coverage on weekends and holidays

- Reporting to Senior Manager, Communities Management
- Responsible for all VIP customer facing issues
- Communicating efficiently all community matters
- Managing owner’s forums
- Overcoming language barriers
- Enforcing master community rules of conduct and implementing company communication strategy
- Interacting with residents through community meetings and regular communication channels such as newsletters to ensure service excellence is seen throughout the community.
- Training new colleagues
- Helping VIP by knowing all the rules and regulations about all other business units (sales and marketing, land registration, visa department, land and usage, maintenance, special services, …)
- Taking any issue or request and working on it from A to Z
- Being considerate to background, traditions and customs

Providing award winning service excellence to airline passengers whilst ensuring the highest standards of security and safety.
Duties include:
- Managing Communication with a diversity of nationalities and cultures.
- Decision Making and Problem Solving at high pressure capacity.
- Carrying out safety and security checks.
- Liaising with various members of staff at all levels and continually building new working relationships on a daily basis.
- Always maintaining a consistent high standard of service and presentation with meticulous attention to detail.
- Coordinating a team in the delivery of corporate products and often supervising in the absence of a senior member of staff.