خليل خزاعلة

managing a portfolio of 1000+ properties ranging from residential and retail.

 Business Development
• Facilitating all aspects of the leasing management process flow
• Analyze the financial rationale and impact of new projects and provide recommendations as for the financial reliability of the project.
• Negotiate new and existing renewals of existing landlords and tenants for residential and commercial properties in accordance with business growth and strategy
• Continuous evaluation for existing site portfolio to ensure lease renewals terms are in accordance with existing market rates
• Build and maintain relationships with service providers (e.g. chilled water, maintenance) and local authorities (e.g. ADDC, Tawtheeq) to maintain an awareness of best practice and to ensure timely response to work requests.
• Daily review on all financial aspects of properties such as collections of rents, security deposits and maintenance
• Ensure to have all payments refunded in timely and accurate manner to landlords and tenants.
• Enhancing the quality of life for tenants by organizing and promoting community events/parties
• Mentoring, coaching and training new leasing officers
• Develop effective training programs for overall leasing department
• Report any damage to the property by tenants as well as normal wear and tear.
• Preparation of leases, writing of formal letters to government and private entities, advertising and marketing of new and existing projects.
• Analyze the financial rationale and impact of new properties and provide recommendations as for the financial reliability of the project.
• Prepare annual budgets and expected revenues in accordance to the company’s policies
• Develop, maintain and implement proper procedure and documentation for all correspondence of property management in the fulfillment of activities such as leasing, renewals, moving in, moving out and renovations.
• Establish and build long term effective positive and professional working relationships with internal and clients
• Understand the product and market (apartment, property, neighborhood, demographic) to better serve clients
• Make all efforts to keep up to date with the market trends, upcoming property developments, and average prices of various areas along with maintaining appropriate records in the master key system.
• Establish and maintain effective relationships with clients to facilitate business and address any customer complaint.
• Schedule for photography of apartments, property exteriors and common areas
• Coordinate with the Marketing Department ensuring that daily vacant inventory are published; check for accuracy of provided information.
• Check on a daily basis external portals and social medial platforms.
• Arrange open houses for new properties.
• To Achieve Tenant satisfaction within the limits and conditions
• Establish and maintain effective relationships with customer to facilitate business and address any customer complaint.
• Establish and maintain a comprehensive reporting system for all leasing achieved and to ensure that frequent and accurate reports are made to the Head of Property Management.

 Productivity and budgetary performance
• Represent leasing function’s views and needs in the ongoing development of overall company policy and contribute in the preparation of the annual departmental budget and marketing plan.
• Prepare seamless application packages in an organized and truly manner and submit for approval and process with Higher Management
• Review the collections situation to ensure collections are made as per plan and take corrective measures in case of delays.
• Establish and maintain a comprehensive reporting system for leasing team achieved and to ensure that frequent and accurate reports are made to the higher management.
• Organize, direct and manage the leasing activities to achieve agreed revenue targets.

• Managing the day to day operation of rented properties
• Ongoing and direct contact with VIP employees assisting them in resolving various issues such as maintenance, early lease terminations, lease renewals and rent negotiations
• Maintaining records of all leasing cases and using supporting documents for future correspondences and negotiations with landlords.
• Conducting regular inspections in properties for move in and move out
• Processing rent payments and other fees related to the lease in the system
• Advising VIP employees of current market rates and vacant properties in Abu Dhabi
• Conducting trainings for new joiners
• Concluding expired leases in system and acquiring all relevant documents from landlords.
• Up to date on various ongoing and completed real estate projects in UAE and the market trend throughout the year.
• Preparing monthly presentations and presenting them to higher management to advise them of the current rent market, unique complaints and escalated cases encountered during the month
• Preparing and submitting letters and memos to the general committee for employees requesting for different kind of contributions related to their lease such as tops ups and maintenance fees coverage.
• Presenting monthly analysis on number of top ups, overlap periods and rental contributions memos submitted and approved during the month and advising on strategies and plans to be implemented to reduce the cost of employees submissions.

• Managing day to day operations of leasing and leads generation and ensure maximum optimization of resources.
• setting targets and objectives for the whole listing and leasing team
• Generating daily updated reports on the status and performance of the leasing team.
• Training, coaching and developing new and existing leasing officers on providing world class service to clients and collecting as much leads as possible from the market in order to turn them in to profitable sale or lease.
• Working extensively with marketing to have proper external advertising campaigns to generate high volume of leads
• Proactive and ongoing presentations and research with Quality assurance to minimize the number of ineffective leads and maximize the number of quality leads.
• Develop leasing plan to identify new clients to maximize income in line with business plan

 Supervising the performance of team members, providing remedial measures in case of underperformance and reporting the same to Customer Service Manager.
 Established customer-centric processes to deliver highest standards of customer service, ensured customer feedback is actively solicited, recorded and appropriately acted upon.
 Formulated, executed and monitored client servicing strategies based on market intelligence of competitors while keeping the upper management updated about developments.
 Implemented client service strategies based on management directives as per complaint handling process and delivery as per commitment.
 Handled the whole gamut of departmental activities including workflow management and rotation of work schedules, as well as monitored and recommended improvements to the Head of the Department.
 Expounded operational performance of the team through close monitoring, updated the management with regular activity reports and ensured lucid communication.
 Concurrently worked in other business projects with other units including market analysis and promotions.
 Held seminars and made presentations to the target clientele/customer representatives for new products and promotions with the intention of creating customer awareness
 Managing, deploying resources/personnel and conceptualizing strategies to effectively achieve desired levels of customer service 24x7x365 in consonance with organizational and departmental objectives.
 Developing customer service procedures, policies and standards for the department. Ensuring all service clauses are duly adhered to and all complaints are addressed within a reasonable time frame.

 Promoted customer relations by providing premier customer satisfaction, developed good rapport with the customer base and responded promptly to customer issues.
 Provided expertise and customer service support, promoted positive attitude, and ensured overall company policies, priorities, perspectives and philosophy are adhered to.
 Maintained records of customer interactions and transactions, recorded details of inquiries, complaints, comments and actions taken to cater to end-to-end mortgage process.
 Kept abreast of new developments and changes in policies/procedures to enhance the quality of customer service provided. Ensured that all clients are given an exceptional service and treated as VIPs.
 Instilled a customer-focused attitude amongst the team by providing effective training and support that impacted the bottom line by boosting productivity and increasing employee retention.
 Assisted the Customer Service Manager on all issues pertaining to developing shift schedules for the officers.
 Trained the staff on various home mortgage products, established goals/incentives and conducted performance appraisals of the team to monitor progress and maintain a skilled, motivated work force.
 Conducted research on UAE developers for relevant information and updates to send in weekly Info Hoard.

 Developed long term relationship and loyalty towards the bank amongst the clientele by providing outstanding customer service. Handled account inquiries, customer complaints and support issues.
 Targeted potential clients, expanded current accounts, as well as negotiated and closed revenue-generating relationships with key clients toward enhancing profits and market share growth.
 Provided training on several systems including CRM, globus, vision plus and other services in the bank.
 Advised customers in relation to customer’s financial objectives pertaining to customers' wallet share, financial planning and portfolio management.
 Ensured all service clauses are duly adhered to and all customer complaints are addressed within a reasonable time frame.
 Established overall directions, process flow and standards in the branch to deliver targeted results.

* Assisting the visitors with various kind of enquiries
* Intrpreting somce documents from English to Arabic