Lorrainne Gomez

​CRM & Database Management: Maintain and update real estate CRM databases with accurate client details, unit availability, and financial statuses.
Compliance & Onboarding: Verify customer documents, including passports, Emirates IDs, and KYC requirements.
Sales Support: Act as the primary liaison for the sales team, assisting real estate agents and managing client inquiries to ensure seamless redirection to appropriate agents.
Payment Processing: Receive client payments, issue official company receipts, verify and track proof of payments (bank transfers/cheques) against unit allocations.
Receivables & Collections: Monitor accounts receivable reports, manage payment schedules, and proactively issue timely payment reminders to clients to secure steady cash flow.
Cheque Management: Maintain the post-dated cheque (PDC) ledger, coordinate with Finance for timely deposits, and spearhead the resolution and follow-up process for bounced cheques.
Manage PDC Recall Process: Initiate cheque recall requests to the Finance Department immediately upon early payment by PDC buyers, ensuring all recalled cheques are tracked and duly cancelled.
Petty Cash Management: Handle daily cash disbursements for office expenses and minor repairs, ensuring all transactions are backed by manager approvals and verified receipts.
Utility Accounts Operations: Review, settle, and process monthly DEWA and Zenner utility bills for company-owned, vacant, or managed units before submitting them to Finance.
Utility Utility Liaison: Coordinate with government agencies and utility providers to initiate connection requests for newly completed or acquired developments.
​Client Handover Assistance: Act as a bridge between internal departments (Sales, Finance, Legal, Property Management) and assist buyers or tenants with utility account transfers during property handover.
Bank Reconciliation: Perform monthly bank statement reconciliations against company accounts specifically for the Kappa Acca and Luxury Family Residence projects.
​Financial Ledger Accuracy: Manage and update Statements of Accounts (SOA) within the system, ensuring flawless record-keeping and data precision.

CRM & Database Management: Maintain and update real estate CRM databases with accurate client details, unit availability, and financial statuses.
Compliance & Onboarding: Verify customer documents, including passports, Emirates IDs, and KYC requirements.
Sales Support: Act as the primary liaison for the sales team, assisting real estate agents and managing client inquiries to ensure seamless redirection to appropriate agents.
Payment Processing: Receive client payments, issue official company receipts, verify and track proof of payments (bank transfers/cheques) against unit allocations.
Receivables & Collections: Monitor accounts receivable reports, manage payment schedules, and proactively issue timely payment reminders to clients to secure steady cash flow.
Cheque Management: Maintain the post-dated cheque (PDC) ledger, coordinate with Finance for timely deposits, and spearhead the resolution and follow-up process for bounced cheques.
Manage PDC Recall Process: Initiate cheque recall requests to the Finance Department immediately upon early payment by PDC buyers, ensuring all recalled cheques are tracked and duly cancelled.
Petty Cash Management: Handle daily cash disbursements for office expenses and minor repairs, ensuring all transactions are backed by manager approvals and verified receipts.
Utility Accounts Operations: Review, settle, and process monthly DEWA and Zenner utility bills for company-owned, vacant, or managed units before submitting them to Finance.
Utility Liaison: Coordinate with government agencies and utility providers to initiate connection requests for newly completed or acquired developments.
​Client Handover Assistance: Act as a bridge between internal departments (Sales, Finance, Legal, Property Management) and assist buyers or tenants with utility account transfers during property handover.
Bank Reconciliation: Perform monthly bank statement reconciliations against company accounts specifically for the Kappa Acca and Luxury Family Residence projects.
​Financial Ledger Accuracy: Manage and update Statements of Accounts (SOA) within the system, ensuring flawless record-keeping and data precision.

KPI Tracking: Monitoring key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), customer satisfaction (CSAT) scores, and call quality.
​Quality Assurance: Listening to live or recorded calls to ensure agents adhere to company policies, scripts, and compliance standards.
​Feedback & Coaching: Conducting regular one-on-one reviews and coaching sessions to help agents improve their communication and problem-solving skills.
​Daily Briefings: Leading huddles or stand-up meetings to share daily targets, policy updates, and company news.
​Morale Boosting: Creating a positive, energetic work environment through incentives, recognition programs, and team-building activities to reduce agent burnout and turnover.
​Conflict Resolution: Addressing and resolving internal team conflicts or interpersonal issues professionally.
​Handling Escalated Calls: Stepping in to speak with difficult, angry, or high-value customers when an agent cannot resolve the issue.
​Resource Allocation: Managing real-time schedule adherence, break rotations, and floor coverage to ensure standard service levels are maintained during peak hours.
​Process Improvement: Identifying bottlenecks in current workflows and suggesting tech or process upgrades to upper management.
​Onboarding: Assisting in training new hires and nesting them into the live production environment.
​Continuous Learning: Identifying skill gaps within the team and organizing refresher training on systems, products, or soft skills.
​Career Mapping: Helping top-performing agents develop their skills for future promotion opportunities within the company.
​Data Analysis: Compiling daily, weekly, and monthly team performance reports for Call Centre Managers.
​Liaising: Acting as the central point of contact between agents and support departments like IT, HR, and Quality Assurance to resolve technical or administrative issues quickly.

KPI Tracking: Monitoring key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), customer satisfaction (CSAT) scores, and call quality.
​Quality Assurance: Listening to live or recorded calls to ensure agents adhere to company policies, scripts, and compliance standards.
​Feedback & Coaching: Conducting regular one-on-one reviews and coaching sessions to help agents improve their communication and problem-solving skills.
​Daily Briefings: Leading huddles or stand-up meetings to share daily targets, policy updates, and company news.
​Morale Boosting: Creating a positive, energetic work environment through incentives, recognition programs, and team-building activities to reduce agent burnout and turnover.
​Conflict Resolution: Addressing and resolving internal team conflicts or interpersonal issues professionally.
​Handling Escalated Calls: Stepping in to speak with difficult, angry, or high-value customers when an agent cannot resolve the issue.
​Resource Allocation: Managing real-time schedule adherence, break rotations, and floor coverage to ensure standard service levels are maintained during peak hours.
​Process Improvement: Identifying bottlenecks in current workflows and suggesting tech or process upgrades to upper management.
​Onboarding: Assisting in training new hires and nesting them into the live production environment.
​Continuous Learning: Identifying skill gaps within the team and organizing refresher training on systems, products, or soft skills.
​Career Mapping: Helping top-performing agents develop their skills for future promotion opportunities within the company.
​Data Analysis: Compiling daily, weekly, and monthly team performance reports for Call Centre Managers.
​Liaising: Acting as the central point of contact between agents and support departments like IT, HR, and Quality Assurance to resolve technical or administrative issues quickly.

Client Liaison: Act as the primary remote point of contact for clients requesting equipment servicing, parts updates, or rental agreements.
​Tracking: Monitor equipment delivery timelines and service job progress using our internal tracking software.
​Invoicing & Billing: Process service tickets, generate accurate client invoices, and follow up on outstanding payments.
​Parts Procurement Support: Assist the parts department by tracking purchase orders (POs), verifying receipts, and updating inventory data.
​Data Management: Maintain precise records of equipment service histories, warranties, and client contracts in our CRM/ERP system.
​Reporting: Prepare weekly or monthly operational reports (e.g., technician utilization rates, open service tickets, parts turnover).
​Compliance: Ensure all documentation complies with industry safety standards and company policies

​Client Liaison: Act as the primary remote point of contact for clients requesting equipment servicing, parts updates, or rental agreements.
​Tracking: Monitor equipment delivery timelines and service job progress using our internal tracking software.
​Invoicing & Billing: Process service tickets, generate accurate client invoices, and follow up on outstanding payments.
​Parts Procurement Support: Assist the parts department by tracking purchase orders (POs), verifying receipts, and updating inventory data.
​Data Management: Maintain precise records of equipment service histories, warranties, and client contracts in our CRM/ERP system.
​Reporting: Prepare weekly or monthly operational reports (e.g., technician utilization rates, open service tickets, parts turnover).
​Compliance: Ensure all documentation complies with industry safety standards and company policies