Head of Customer Operations
Nshama
مجموع سنوات الخبرة :22 years, 1 أشهر
• Development of department objectives and job descriptions for the team.
• Created SOP, policies for the business functions with DOA of the department.
• Sharing customer feedback with senior management and making necessary changes to policies.
• Improving the customer journey from reservation to post-handover.
• Automation of customer service system functions for resale NOC, Alterations, Move in/Outs.
• Automation of internal processes like cancellation, and payment extension.
• Created a payment preparatory process for customers to expedite the collection of completed projects.
• Developed a handover kit for customers as part of the handover process.
• Coordinating the handover process with the teams to ensure customers go through a seamless experience.
• Creation of customer communication templates and updated current templates.
• Reviewing the Sales and Purchase Agreement template, and Homeowner’s Manual periodically and making required changes.
• Updating handover documents in line with changes in processes and regulations.
• Reviewing customer requests with the team and provide solutions.
• Handling customer escalations and recommending solutions to senior management to resolve matters.
• Handling unit settlement, and cancellation cases with customers.
• Taken over Facilities Management (FM) Customer Care team in 2021, reorganized the department, streamlined the workload, and created SLAs with service providers.
• Overseeing Customer Care, FM, and Collections emails to ensure responses are sent within 24 - 48 hours.
• Reviewing FM and community feedback from residents, recommending solutions based on budgets to senior management.
• Spot check of common areas and community facilities of communities regularly, addressing concerns to the FM team and service providers.
• Coordinating requirements for project launches and assisting with international project launches.
• Creation and review of content, development, and launch of Nshama Community website for residents.
• Creating a seasonal newsletter for residents covering care tips for unit assets, and general well-being.
• Looking at community and customer operational pain points and implementing corrective measures.
• Created web portals for customer functions and improving existing portals based on changes.
• Creating and improving community operational procedures for existing and new activities.
• Training and Development of team members.
• Identified key milestones in the customer journey and created strategies to improve customer experience.
• Improved the handover process and implemented timelines.
• Developed policies and procedures for internal and external functions of the department.
• Developed customer surveys - post booking and post-handover experience.
• Reduced the outstanding unsigned SPAs for projects launched in 2015 and 2016. Implementing tracking systems to ensure new projects follow a more streamlined timeline.
• Managed Call Center activities and outsourced functions in 2017 for better efficiency.
• Developed objectives with quarterly reviews and conducted workshops to educate and motivate my team.
• Implemented process with timeline to resolve customer complaints to increase customer satisfaction.
• Met customers on behalf of management to resolve any concerns and complaints.
• Installed systems to ensure that team records all interactions with the customer in database to generate customer database.
• Created a follow up and escalation process for collection of overdue payments/bounced cheques of customers and providing monthly reports.
• Created collection forecast of handover payment for cash flow analysis and implemented the plan upon completion of the project.
• Worked with Marketing and Projects team to create content with project updates to publish in newsletters for all projects quarterly.
• Reviewed all pending default cases, cancellations with Legal team and Senior Management as part of the escalation process.
• Implemented a lead management system to ensure all leads generated are recorded in the database and assigned to Sales Consultants.
• Generated weekly and monthly lead report for Marketing, Sales and Senior Management team to review ROI of each campaign.
• Worked with IT department to implement a Call Center software to ensure we are maximizing efficiency and ability of department.
• Reviewed process modifications, new processes with Audit, Finance, and Senior Management prior to implementation.
• Created a customer experience journey map for our Sales and Leasing customers.
• Reviewed processes and timelines to make necessary improvements.
• Recruited, trained, and managed a team of Customer Relations Executives.
• Managed the entire sale process from reservation, inspections, collections, Title deed transfers and handovers.
• Managed the customer process for new leases, renewals, and collections
• Achieved monthly and quarterly objectives by closing sales transactions within the completion dates.
• Ensured payments are collected in accordance with the payment schedule mentioned on the Sales and Purchase agreement.
• Ensured reminder letters and frequent follow ups are sent to customers for overdue payments.
• Worked closely with senior management to resolve default cases and minimize cancellations.
• Ensured Title deed transfers are done at Dubai Land Department in line with customers completion dates.
• Liaised with Property Management team to ensure unit maintenance issues are completed prior to handover.
• Was a developer representative for Owner’s Association Board to discuss issues concerning the community.
• Worked with Marketing and Property Management Team on manuals and newsletters for our customers.
• Organized and conducted Focus group sessions with owners and tenants to discuss our developments and improvements.
• Worked with financial institutions to ease customer transaction requirements.
• In the absence of CRM system, created a Customer Relations Pipeline Tracker for the team to monitor status of each transaction, interactions and to generate a report for cash flow and title deed transfer forecasts.
• Created a Customer Feedback Survey to analyze customer satisfaction levels and looking at ways to improve the customer experience.
• Worked with the IT Team to create a CRM process on SAP CRM.
• Sourced training and development programs for the team and myself at Dubai Land Department and within the organization.
• Created a process flow for CRM interdepartmental functions and with customers.
• Managed the CRM and Call center team.
• Project completion payments collected from customers prior to handover of units. Approx. AED 30m over 3 projects.
• Prepared payment collection forecasts and handover reports for senior management.
• Met customers regarding payment issues, project delays and unit consolidation offers.
• Conducted unit inspections and property handovers with customers.
• Drafted letters to customers regarding NOCs, handover reminders, general project updates.
• Worked with legal department and senior management on termination cases.
• Negotiated payment plans with customers for delayed projects and providing alternative options.
• Responded to legal letters from customers with assistance from the legal department.
• Prepared newsletters for customers in liaison with development department for construction updates.
• Kept owners and tenants of our communities updated with new developments and FM activities.
• Coordinated with sales administration department for contract changes due to consolidation offers and transfer requests.
• Ensured residential and commercial inventory for resale and lease are advertised on property websites and updated on timely basis.
• Prepared creative briefs for overseas/local agencies for new product launches, creating brochures and email campaigns for agents and customers.
• Prepared project presentations and working closely with Marketing Director for event campaigns.
• Assisted in redesigning the new website for the company and worked on Sales and Leasing system module.
• Researched the real estate industry of the market drivers and competitors.
• Reviewed deals done by agents to ensure information provided to customers on pricing, specification compatibility, delivery information are accurate.
• Maintained worksheets for each agent to update status on each deal.
• Assisted customers in obtaining loan for their vehicles through manufacturer finance or alternate finance sources.
• Contacted customers via email to confirm receipt of the deal and provided a status.
• Responded to customer queries on a daily basis to ensure 48-72 hours response time is maintained.
• Coordinated with processing department to ensure orders are submitted to the factory for relevant delivery dates.
• Built quotes on Mil Quote system for specification changes requested by customers.
• Daily correspondence related to order changes, pricing, delivery location and delivery date changes with processing department and ensuring immediate action is taken.
• Liaised with different departments like Pricing/Specs & Compatibility department, Accounts department/MIS/After Sales department for information to respond to customer queries.
• Coordinated with agents for payments and additional paperwork required from the customers.
• Liaised with management for discounts or offers to resolve pricing discrepancies, invalid delivery dates offered by the agents and order cancellations due to unforeseen reasons.
• Coordinated with finance company for loan amount changes, clearing stipulations and issuance of finance contracts for customers.
• Advised customers new offers on vehicles/Harleys, increase in manufacturer rebates and finance offers.
• Updated customer interactions on Key Optimizer.
• Maintained daily log which consisted of time spent in handling different parts of business during the day for management review.
• Trained new staff for the Harley and Vehicle team.
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• Updating notes on Key Optimizer program for quick glance on the status of the orders.
• Training new recruits for Harley/Vehicle team to be an excellent Sales Administrator.
• Taking over additional responsibilities under extreme pressure and when other team member goes on leave.
• Maintained database of customers details for the department.
• Updated the website with new promotions and offers.
• Coordinated with suppliers for the supply of various brands for events.
• Prepared gift packs for customers coming for events.
• Covered events to ensure smooth running and prepared reports for management.
• Updated customers on the vessel schedules and inquired on bookings for the different sectors.
• Kept up to date with the market information and changes of service patterns of the main liners and competitors.
• Quoted rates to customers for the various sectors.
• Kept account of special rates offered to customers for one off shipments for billing purposes.
• Entered bookings into the system for the relevant sectors for operations to plan space on vessels.
• Developed potential customer leads provided by senior management and other contacts.
• Visited customers on a regular basis and updating management of changes and new developments through visit reports.
• Kept a constant flow of bookings from existing customers and new customers.
• Updated team members of any new information received from the market regarding competitors and main liners via morning meetings.
• Constant market research on competitors services and offers.
• Followed up for overdue payments with customers on behalf of the accounts department in special cases.
• Planned sales meetings with prospective clients.
• Updated clients with latest changes like prices, new rules and procedures in the freight industry.
• Coordinated with Operations and sales department to ensure excellent service to our customers.
• Prepared freight rate and tariffs for sales department.
• Monitored shipment arrivals and advised customers.
• Prepared vessel schedules for customers.
• Corresponded with various overseas agents regarding shipments by sending pre alerts and final alerts.