Head of customer care & call Center , Director of VIP Sales
Dubai Properties LLC
Total des années d'expérience :22 years, 2 Mois
Strategy- Developed and deployed the company’s customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and introduced the systematic collection and application of customer experience insights for strategic advantage and growth.
Customer Touch points Mapping- Coordinated the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.
Maturity Assessment- Established and rolled-out the company’s customer experience maturity road-map for holistic management and incremental sophistication in the next 5 years.
•Directly responsible for the efficient handling of VVIP, VIP customer sales, after sales, enquiries, and other requests, ensuring that the team carefully understands and handles customer’s needs and providing them with personalized solutions and most suitable recommendations.
•Establish and actively manage stakeholder communications, including responding to all information queries and required compliances from regulatory bodies such DLD, RERA, etc. with a key focus on reducing turnaround times for DP regulatory interface and processes (project and unit registrations) while ensuring visibility of requirements across the internal teams.
•Develop, implement and monitor key performance indicators and related objectives/ targets and ensure that they are translated into clear instructions and guidelines for call agents, customer care representatives, cashiers, etc.
•Develops strategies to increase operational efficiency while ensuring the department diligently document and track customer requests to ensure efficient and timely handling of customer enquiries in keeping with limitations of corporate reporting systems.
•Identifies opportunities, develop strategies and provide clear direction, and assigns responsibilities for customer up-selling and cross-selling.
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•Oversees the contractor’s compliance with DP’s policies, procedures and guidelines for all services through feedbacks received across all channels. Reviews, Manage & monitor the overall performance and achievement of targets and report & present results to Senior Management
•Effectively liaises with relevant sections to ensure prompt and efficient solution of customer’s complaints/ inquiries and develop, implement, enhance, and edit working procedures policies, and processes to ensure an effective and efficient workflow in the department
Director of VIP sales
Successfully leased more than 1 million sq.ft commercial area (DPG headquarters in TECOM area, Hult University, Office park building, Business Bay retail area, Office Park retail and Bay Square retail)
Special Projects lease:
- Spearheaded the leasing negotiation and finalization of long leases (15 - 20 Years) for special plots in DPG communities to be utilized as community mall, nursery and schools.
- Headed concession awards for different services in the communities (e.g. ATM machines, Mobile Car wash, clinic, Laundry cabinets services and kiosks).
Staff accommodation projects:
Accomplished the goal of leasing more than 5, 000 Rooms to companies MAF, Nestle, Jumeirah, Emirates, Hilton, Sofitel ……etc).
Residential Projects:
Succeeded in leasing more than 10, 000 residential villas & apartments in Shurooq, Ghoroob and Layan
As CEO- Direct reportee, lead projects and developed business strategies and operations improvement plans throughout all entity initiatives and activities. Established and actively managed stakeholder communications and acted as a single point of contact for various government and external entities in all matters ensuring visibility of various requirements across the internal teams.
Continuous Professional Development (CPD
Review new projects and work with business development department to prepare tenancy mix to improve quality tenancy and achieve target.
•Ensure development of tenancy contract templates and forms of high quality by working with legal and business development.
•Ensure compliances in all leasing procedures followed by staff in executing all leasing operation.
•Conduct market research to support price modelling of products in conjunction with sales & marketing, finance and planning to recommend competitive pricing of the product offerings that maximizes the rate of return on investment without compromising quality.
•Manage all leasing issues, following through the process of lease execution, liaising with solicitor for all legal formalities, updating rental registration and required government licenses as per auction sale as advised by the section head.
•Review and recommend corrective actions based on timely management reports so as to monitor and review the performance of the company against KPI in order to highlight any variances to management for corrective action.
•Provide leadership in the section - setting individual objective managing performance, developing and motivating staff, provision of formal and informal feedback and appraisal - in order to maximize subordinate and departmental performance in the pursuit of the department objectives.
Overall in charge for student tuition and managing the student learning experience from interview and induction through to formal education delivery, taking a lead role in course organisation and all related matters. As Department Manager, also develops and oversees the business direction and strategy for the Continuing Professional Development (CPD) department and ensures its alignment to the overall HMSDC objectives and plans.
Internship Program