Customer, Complaint and Leasing Manager
UniEstate
Total years of experience :21 years, 7 Months
Managing a department that currently is responsible for all post Leasing and Sale activities, including but not limited to administration, collection, customer service, transfers/cancelations
• Leading a team of customer service staff to achieve the best customer service level
• Communicating with customers by telephone, email, letter and face-to-face
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by complaint assistants, handling customer complaints or any incidents
• Monitoring all the interior process related to New Lease, Lease Renewal, Lease Cancelation, refund, discount, compensations etc
• Following up with the Transfer process, after sale process, Unit handover process (Lease and Owned), etc
• Keeping accurate records of client communications
• Lead and manage the Handover ensuring that all processes, functions are delivered in an exceptional manner to our clients from
• Improving customer service standards, procedures and policies .
• Meeting with other managers to discuss possible improvements to Organization flowchart and overall procedures
• Training new Customer Service staff to deliver a high standard of customer service
• Implemented and developed a department that currently is responsible for all after sale activities, including but not limited to administration, collection, customer service, transfers/cancelations.
• Face to face meetings and negotiations with over one thousand clients, client representative, lawyers, brokers, etc
• Responsible for all customer documentation including legal contracts, correspondence and sales related documentation, implementing and developing a CRM system to manage client database.
• Daily or Weekly site visit with clients, showing the apartments and DSC surroundings
• Monthly site visit for pictures updates.
• Following up with Project department to evaluate the status of the project
• Coordinating with the Interior Design Department, Procurement Department, etc
• Following up the Termination procedure as per the Dubai Rules and Regulations
• Managing collection, dispatch reminders and legal notices as per Dubai Land Department requested procedures
• Manage customer service staff that must develop client relationship, meet company standards for client correspondence deadlines.
• Coordinating with all couriers (Aramex, DHL)
• Implement process and procedure for transfer/cancelation/consolidation/termination, etc
• Following up with Dubai Land Department legal department for termination
• Following up with DLD Survey department
• Refunds to be followed up, meeting with refunds clients
• Putting in place all the process and procedure for Building Handover and following up with all the concern departments
• Acting as Problem solving department in all the encounter situations with clients
• Resolved all the internal conflicts (legal and non legal)
• Negotiate consolidation or/and cancelation of City of Arabia projects
• Lead and manage the Handover ensuring that all processes, functions are delivered in an exceptional manner to our clients from point of sale till handover of property and even 1 year later until the ending of Defect Liability Period (DLP)
• Assist and lead the Facility Management system implementation and maintenance
• Manage the Handover Operations team ensuring that all processes, functions and systems from point of 80% project completion till handover and make sure all the financial, contractual and legal issues are dealt with to ensure smooth Handover process
• Develop a Quality Control team who is responsible for snagging projects prior to handover, highlighting all defects in the project, engaging after rectification until physical handover to clients.
• Coordinate with the Projects team to handle any complaint received from owners
• Liaise with Governmental Authorities for required documents and processes (such as RERA certified surveyors in obtaining Strata plans for submission to the Dubai Lands Department
• Follow up with Utility Service Providers such as DEWA (Dubai Electricity and Water Authority), Palm District Cooling, EMPOWER District Cooling on billing reconciliation and service activation
• Develop the Home Owners’ Manual, Handover Notices and other related documentation
• Manage and monitor the requirements, regulations and process for the Owners Association formation, meetings and performance. Work closely with Facilities Management for the preparation of Annual Service charges budgets
• Optimize, implement and successfully manage operational efficiency and quality standards.
• Manage the day-to-day activities of the clinic to assure that safety and best practices are maximized.
• Assist in the recruitment and employment process of staff by selecting, interviewing and referring to the managing director and the holding company for final decision.
• Analyze guidelines for improvement of process efficiency and quality standards adherence when needed.
• Oversee the effective implementation of operational and administrational policies, systems, and procedures.
• Prepare monthly reports for client satisfaction surveys.
• Responsible for the daily operations of the clinic and all its components.
• Ensure compliance with Dubai Healthcare City / ISO 9001 policies and regulations.
• Liaise with the managing director and the head office to develop and update all operations procedure manuals.
• Responsible for staff adherence and improvement using data analysis gathered from satisfaction surveys & appraisal forms
• Manage Administrative Roles of Staff: Work allocation, training, and problem resolution.
• Evaluate employee performance and motivate to achieve peak productivity during staff meetings.
• Maintain a proactive equipment maintenance program.
• Measure and upgrade standards for all job functions and operational and administrative procedures.
• Liaise with the head office regarding outsourced functions such as accounts, human resources and marketing.
• Maintain an “open-door” policy by encouraging employee suggestions and pro-activity.
• Adhere to the dress code and maintain a positive attitude and convey the courteous and cordial image of the clinic.
• Maintain strict confidentiality with respect to client files and procedures as well as clinic know-how, both during and after working hours.
•Handling all calls from clients.
•Keeping knowledge of all real estate Laws in Dubai
•Issuance of booking receipt, collection of cheques from the client and submission to the Finance Department along with contact details of the client/s.
•Recording of these transactions along with contact details of the client
•Preparation of two copies of contracts and issuing these to the client for initials/signatures. Recollection of the contracts from the client, getting it authenticated from the Legal Department and issuance of final copy to the client
•Not only the booking receipts but all the subsequent cheques are also received by CRM Department for left over installments of the units. A detailed record is being maintained very meticulously for all these transactions.
•Record of all the desired hard copies is also maintained by CRM Department, which includes copies of receipts, acknowledgements and no objection letters
•Transfer/resale of units would also be handled by CRM Department.
•Preparation of Sales Purchase Agreements.
•Maintaining a detailed report of all outstanding payments.
•Handling all Resale and Amalgamation of plots.
•Sending correspondence to clients on pending payments.
•Meeting assisting customers/ high standard customer care service.
•Identifying and sorting out issues in a timely manner.
•Screening Customer calls.
•Liaising with Finance
•Updating all data / through Web Plot and internal system.
•Ability to understand payment schemes and account monitoring.
•Planning ahead contracts and follow ups.
Offering support and correct information to the clients, regarding all company’s products and services
• Promoting Orange products and services
• Processing all the necessary changes in the client’s network profile
• Offering assistance and counseling to the clients
• Recording all the important aspects of the conversation into specific databases
Activation Assistant
Orange Romania SA
Bdul.Lascar Catargiu no.51-53, Bucharest, Romania
• Validation of on-line activation requests from Orange partners after verification of customers’ data.
• Issuing and monitoring reports containing activation parameters
• Analysis of customers’ solvency including inquiries made with other mobile operators.
• Determining high risk geographical areas by analysis of global debts per locality versus prognosis of profitability based on airtime traffic.
• Identification of fraudulent documentation and implementation of up-to-date deposit and advance payment criteria.
• Drawing up informative reports concerning Orange commercial offers for products and services and notifying dealers of procedural updates and changes;
• Providing Orange sales partners with contextual information about particular activation situations and providing intra and interdepartmental consultancy about the activation system
5-year University attendance followed by a degree of Bachelor of Science in Mechanical Engineering.