Lamia Hamdi

Building and maintaining profitable relationships with key Tenants&
Customers.
• Liaison between the tenants and the mall management team on operations
needs
• Resolving customer complaints quickly and efficiently.
• Overseeing the relationship with customers handled by our team.
• Develop customer satisfaction goals and coordinate with the different
departments to meet them on a steady basis.
• Maintain accurate records and document all customer service activities
• Keep up to date of new company services.
• Train new joiner about our services portfolio
• Analyze data and statistics on overall customer satisfaction. (Survey).
• Isolate and identify areas of improvement.

Coordinate with internal department for the quality requirements
• Ensure the documentation, implementation and maintain the processes
• Acts as liaison between the different department and the stake holders to ensure the services delivery
on time (NOC /work permit /building completion certificate /ect...)
• Ensuring project teams undertake adequate reporting weekly& monthly;
• Following the monthly Target/KPIs;
• Monitoring and making recommendations on the different systems that we use internally to improve
the quality of the services delivery, reports and communications;
• Dealing with planning related enquiries in person, by telephone, by e-mail or letter and being the first
“point of contact” for the public sectors
• Remain up to date with the new strategies and knowledgeable of relevant services, using that
knowledge in dealing with planning work
• Maintains suggestion system by directing and controlling administrative technical aspects in
accordance with management directives
• Accomplishes department and organization mission by completing related results as needed

DNV GL Business Assurance is global providers of accredited management systems
certification.
• Heading the certification and training of management system services operation and service delivery
for UAE, Qatar, Oman, Syria, Pakistan, Jordan and Caspian countries
• Managing the Data Quality /KPIs for the sales and operation teams in the area of responsibility
• Monitoring the DFM ( Daily Forecast Monitoring ) and setting appropriate actions to meet the
Target/KPIs
• Responsible for the Certification proposal (technical& commercial) using Oracle (concert)
• Responsible for the agreement negotiation with the client & maintain the recertification contract
• Perform necessary follow-up which include communicating with auditee(s) on status of action
resolution
• Responsible for maximizing customer satisfaction by ensuring effective Delivery of the management
system & support
• Finding critical resources for some of the areas from various countries for such a new services /
products
• Handle clients in-house process including submission of proposal to execution of the project pertains
to ISO training courses

Responsible for accurate customer inquiries and timely issue of quotation and proforma invoice to our
customers as required
• Generates sales reports for the division
• Communicate to all customers to discuss their requirements
• Maintain good relation to our customer and to meet customer satisfaction
• Prepare written quotations and contract
• Maintain the Customer complaints and ensure the completion of the procedure
• Coordinates with customers for orders, deliveries and other inquiries
• Process shipping instructions from customers and liaise with shippers as required
• Coordination with logistics and documentation for shipments
• Doing sales reports, processing delivery order through (SAP ERP Solution)
• Entering new inquiry and order details on the SAP ERP database system
• Processing customer’s claim and credit/debit note
• Forecasting orders and monitoring of back orders
• Manage and allocate stock and product orders branch customers, Authorized service center and
distributors (Jordan, Lebanon, Iraq, Syria, Egypt and North Africa)
• Participate in any project or carry out specific tasks as may be assigned by the Sales Manager from
time to time
• Files data systematically to establish availability of records and to ensure easy retrieval of documents
• Reports and other official correspondences ensuring that work is accomplished on time.