Customer Care & Sales Operations Supervisor
Eagle Hills Jordan Properties – EHJ
Total years of experience :23 years, 3 Months
Customer Care - major engagements:
• Maximized customer service experience creating engaged customers.
• Handled all customer complaints and queries, follow through for optimum resolution, registered all issues on Microsoft Dynamics System MSD.
• Managed incoming queries raised via Call Center, assign concerns to appropriate Customer Care team and other appropriate departments.
• Ensured all queries are appropriately resolved within SLA and the customer is formally notified of resolution, registered customer’s feedback on the case closing in timely manner.
• Managed necessary research and follow-ups with other departments in a smooth coordination before suggesting recommendations.
• Compiled and maintained an accurate customer history used as a correct reference.
• Prepared draft letters sent to customers.
• Created all the needed Post Sales Transactions PST on the Microsoft Dynamics System.
• Compiled all periodically needed reports in a timely manner.
• Conducted an Annual Customer Satisfaction Survey and analyzed results enhancing current level of service.
• Created all needed PRs via Oracle and inserted related invoices with verification.
Property Handovers - major engagements:
• Developed a Handover strategy ensuring the target number of unit handovers.
• Worked closely with Engineers and Facility Managers minimizing snags according to EH KPIs.
• Ensured customers are timely informed about handover visits via Resco application and calls.
• Ensured all snags identified and customers are followed through with engineering team, completed entirely according to defined deadlines.
• Ensured immediate issuance of Handover notice to customer, and collect final payments as soon as unit de-snagging complete.
• Ensured all necessary internal steps with Legal & Finance department in liaison with all concerned governmental parties and other entities once a customer settles all financial dues.
• Ensured physical and key transfer of a property after completion of all required formalities.
Sales Operations - major engagements:
• Generated Sale & Purchase Agreements (SPA) with its Addendum and obtained needed signatures.
• Fully proficient using sales app and provided needed guidance to sales team assuming a super-user role.
• Extracted and analyzed sales performance and leads data via Power Bi Dashboard.
• Assisted and participated in all Sales events, target potential customers assisting in meeting sales target.
• Compiled and maintained sales report (e.g. inventory reports, leads weakly reports, monthly commission sheets, monthly feedback on the mystery shopper reports and guide concerned Property Advisor to the correction action plans accordingly, CMLA monthly report, agents/brokers master sheet, etc.).
• Assisted generating leads and meeting potential clients, providing information, performing site tours, and highlighting all the USPs of our projects.
• Closed sale deals successfully for several residential units at The St. Regis Residences and Skyline - W. Amman Hotel Residences.
• Targeted corporate and individual agents and invited them to register with Eagle Hills to support meeting sales target and ensured all completed documentation in compliance with EH policies.
• Played a main role in closing leasing agreements of residential units in St. Regis and Skyline-W that makes owners get the revenue they expect and motivates them to up-selling.
• Maintained sufficient filling system, with a track log registered digitally.
• Prepared quarterly progress reports for the Inspection Program.
• Handled all necessary steps required for IC-related procurement assignments (prequalification surveys, preparing the SOW, RFQ, Follow up with the vendors, P.O. extensions, etc.).
• Helped producing all required publications (press releases and following up with the media representatives).
• Compiled meeting minutes with ministry’s representatives.
• Participated in drafting correspondences.
• Managed payments & invoices.
• Updated project results and IFC documents on ASOP / IFC Docs.
• Proofreading & quality control on designed and translated materials.
• Translated reports and technical documents.
• Performed all logistic arrangements during workshops, training, and conferences.
• Increased efficiency of the IC Team, by being accessible to the internal and external clients and responding promptly to meet the clients’ expectations.
• Assisted in research, administration, and management of work related issues.
• Prepared agendas and arrange meeting facilities.
• Attended BOD, GA, and Committees’ meetings and take minutes.
• Organized logistics for workshops and meetings.
• Prepared and updated ppt. presentations.
• Conducted research and produced reports/letters on topics assigned.
• Managed communications between Director and various committees and staff.
• Compiled and filed work related documents.
• Compiled and maintained a database of individuals, institutions, and projects.
• Resolved all pending issues for the Director.
• Consulted the Media Committee (RDCM Department)
• Managed Website Contents for association’s website.
- Scheduling the MD calendar for both internal and external appointments.
- Recording the phone messages related to the MD.
- Auditing and preparing commercial correspondences.
- Maintaining an efficient filing system for the MD.
- Directing preparation of records such as agendas, minutes, notices, for corporate meetings.
- Arranging all the travel requirements for the MD’s personal and business trips, also the business trips for other staff members, in addition to the company’s guests, including reservations, hotel accommodations and visas.
- Translating some articles from English to Arabic.
- Maintaining an accurate business and MD’s personal contact database.
- Coordinating with the HR Manager.
- Checking and distributing the incoming e-mails on info.
- Registration for international exhibitions and conferences such as Dubai CityScape.
- Assisting in the Marketing Work Plan.
- Updating the cost for some company’s Projects.
- Coordination of the 2K library books loans.
- On Line subscription for books and magazines to be inserted in the 2K library.
- Following up the exported & imported shipments.
- Coordinating business and social events.
- Preparing Project Invoices, Request for Payments (RFP), and Travel Orders.
- Updating the lists of the Agreements, Proposals, Sup-consultancy Agreements, Prequalification Documents, Issued Invoices, Outgoing Mail and RFP’s on monthly basis.
- Assisting senior management team with major business initiatives.
- Maintaining Filing System
- Preparing Corresponds.
- Transaction for the entries of the Management expenses, expenditure, cheques movements and bank transfers.
- Preparing the purchase requisitions with follow up.
- In charge of the petty cash and processes the monthly Inventory.
- Organizing the appointments of work meetings.
- Preparing minutes of meeting for the internal staff meetings.
- Maintaining Filing System and keep track on the incoming & outgoing documents.
- Preparing Corresponds.
- Organizing the appointments.
- Welcoming the guests and the delegations.
- Preparing the clients invoices and tracking their settlements.
- Processing daily sales report.
Very Good