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Lorrainne Gomez, Administrative Officer

Lorrainne Gomez

Administrative Officer·Khamas Investment Group

United Arab Emirates

Bachelor's degree, Commerce

Work experience

Total years of experience: 8 years, 7 months

Administrative Officer

July 2025 - May 2026

Khamas Investment Group

Dubai, United Arab Emirates

July 2025 - May 2026

​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.

Company industry:
Real Estate

Administrative Officer

July 2025 - May 2026

Khamas Investment Group

Dubai, United Arab Emirates

July 2025 - May 2026

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.

Company industry:
Real Estate

Customer Care Supervisor

October 2019 - June 2025

NMC Medical Centre,

Sharjah, United Arab Emirates

October 2019 - June 2025

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.

Company industry:
Other Healthcare Services

Customer Service Supervisor

October 2019 - May 2025

NMC Medical Centre

Sharjah, United Arab Emirates

October 2019 - May 2025

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.

Company industry:
Other Healthcare Services

Office Administrator

September 2016 - July 2018

Canaan Equipment Solutions

Ajman, United Arab Emirates Remote

September 2016 - July 2018

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

Company industry:
Heavy Industry & Metallurgy

Office Administrator

September 2016 - July 2018

Canaan Equipment Solutions,

Ajman, United Arab Emirates Remote

September 2016 - July 2018

​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

Company industry:
Heavy Industry & Metallurgy

Education

Indira Gandhi National Open University

December 2023

December 2023

Bachelor's degree, Commerce

United Arab Emirates

Sharjah Indian School

April 2016

April 2016

High school or equivalent, Commerce

United Arab Emirates

Skills

ADAPTABILITY
Intermediate
ADAPTABILITY
Intermediate
ADMINISTRATIVE FUNCTIONS
Intermediate
ADMINISTRATIVE FUNCTIONS
Intermediate
CALENDAR MANAGEMENT
Intermediate
CALENDAR MANAGEMENT
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DETAIL ORIENTED
Intermediate
DETAIL ORIENTED
Intermediate
ENTHUSIASM
Intermediate
ENTHUSIASM
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
OFFICE ADMINISTRATION
Intermediate
OFFICE ADMINISTRATION
Intermediate
SCHEDULING
Intermediate
SCHEDULING
Intermediate

Languages

English
Beginner
Hindi
Beginner
Arabic
Beginner
Malayalam
Beginner

Training and Certifications

Certifications
Holder of a Valid UAE Driving License

Training
Microsoft Office

Hobbies

  • Traveling
  • Reading Books
  • Reading