Senior Customer Care Manager
Road and Transport Authority Dubai
Total des années d'expérience :12 years, 7 Mois
Highlights:
• Successfully developed best model for spaces and land within RTA's Assets; re-evaluated assets based on the market conditions best practices.
• Acknowledged for efficient management of properties with high values to maintain organizational P/L despite market volatility.
• Led the department’s excellent team in preparing the RTA to the DGEP and represented the organization in meeting with the evaluators for the second year.
• Played key role in defining and implementing procedure of renewal/ tendering the contracts including operational, strategic and staff KPI’s.
• Enhanced productivity of 24 employees by conducting need based training sessions and aligning procedures to benchmarked best practices.
• Defined and implemented programs to ensure compliance with contract requirements and obligations. Recommended updated policies relating to real estate practices and procedures.
• Distinguished for resolving 39, 000 complaints in the Dubai Government e system 2008 as well as for consistently surpassing business KPIs based on annual reports.
• Maintained track record of 100% customer satisfaction by rendering customized solutions to customer issues in coordination with other departments.
• Actively involved in drafting and producing CRM with consultants (Nortel, Logica, Peppers and Rogers) including planning and setting up BRS, Training plan for the first phase of CRM.
• Partnered with IBM consultancy to improve the CEO offices procedures and Reports templates as well as defining office KPIs.
Key Responsibilities:
As Commercial & Investments Chief Specialist
• Partnered with the Director - Commercial and Investment in defining and implementing short and long term plans, policies, and projects for the department based on technological upgrades in field of operations.
• Ensured effective implementation of annual budget and forecasts with evaluated and recommended adjustments based on commercial/investment projects’ requirements.
• Functioned as member of Steering committees involved in recommending decisions related to projects and systems across assigned projects.
• Rendered consultancy to the management in developing master plan for the RTA advertising projects as well as developing, evaluating and awarding processes for Request for Proposals (RFPs) for the projects.
• Evaluated statistical data and reports to ascertain project related issues and recommending various process improvement initiatives.
• Updated progress on organizational projects to the Director, Agency CEO and Chairman for realigning policy decisions to changing market dynamics and other related factors.
Key Responsibilities:
As Commercial Real Estate Manager
• Generated departmental profitability through timely collection of fees, administration of lease management system and contract as well as by identifying & developing prospects for land/facility usage.
• Collaborated with various support teams pertaining to management of RTA real estate services management program and procedures. Represented the organization in negotiating complex real estate transactions.
• Followed up with internal and external stakeholders in ensuring effective implementation of real estate services functions and procedures leading to enhanced service quality and client satisfaction.
• Guided team members in administering real estate investment contracts encompassing contract renewal, amendment, and issuance of No-Objection Certificate (NOC).
• Coordinated activities related to drafting and presenting contract documents based on RTA policies; managed real estate services customer relations program.
• Worked with the senior management in preparing and ensuring compliance to business and properties budget as well as identification of economic development opportunities at RTA.
• Represented the department in meetings and functioned as point of contact between public and private organizations and community groups.
• Optimized resource utilization across organizational projects in coordination with support departments, other offices and subsidiaries.
• Participated in real estate studies encompassing marketing study, investment opportunity for analyzing existing properties market value, growth value and real estate market requirements/demeaned across RTA investments opportunities and projects.
• Managed administrative aspects related to real estate services negotiations including services adjustment, insurance requirements and user compliance to agreements requirements between RTA and outside agencies, requests for proposals for percentage/concession agreements.
• Set up guidelines for evaluation criteria, contract preparation, and award recommendations based on organizational policies and other statutory regulations.
Key Responsibilities:
As Customer Care Manager
• Spearheaded team efforts in enhancing customer satisfaction and organizational revenue by effectively implementing customer care programs and rendering customized solutions to collated business requirements.
• Set up and ensured compliance to effective customer care plans and improve customer care work procedures to enhance service quality.
• Involved in planning and implementing customer care programs designed to generate favorable public image and brand awareness for RTA.
Earlier role in Brief:
• CEO’s Office Manager.
Major Projects / Committees:
• Suggestion Rewards system committee Nov 2007
• Authority's services organizing team in June 2007
• Development of Customer relations and services (CRM) team in Oct 2007
• Follow up customer services projects Team April 2008
• Leading the team of studying suggestion, complaints and defects of the corporate supports services sector in June 2008
• Suggestion system committee October 2008
• Revenue Contracts Data Collection Feb. 2009
• Multi Story Car Parking building Handover committee March 2009
• RTA's Insurance Committee 2009
• Property Leasing Committee
• Multistory Car Parking building project steering committee Feb. 2009
• Metro Retail Outlet (Main Committee 2009)
• Studding the MLCP building committee Feb 2009
• Dubai Pedestrian ways development strategy committee 2009
• Study group grievances irregularities SALIK 2009 Study Salik Grievances
• Committee to assess the technical offers to lease retail metro stations 2010
• Team set up a customer service center in Bur Dubai Area 2009
• ROW Dubai Kiosks, Dubai Vending Machine Strategy, 2009 - 2010
• Project designed to develop and implement strategy for merging commercial resources at one unit, (retail areas, advertising, vending & ATM machines) as a revenue generating project -at RTA assist (Wright of ways, pedestrian tunnels, Metro Entrance Pots ...)
• Utilize Commercial Areas within RTA assets - A Strategic & Operational project its scope to identify commercial opportunities within RTA assets to create additional revenue streams and services
• Member of team
• A Strategic Project which scope to study investment opportunities, land owned by the Authority November 2010