مهند ال حميدان

Responsibilities
• Manage all aspects of real estate including registration, disposition and amendments of real estate transactions.
• Participate in establishment of the real estate registration process adopting the latest international systems in the field.
• Develop, implement and update standards, policies, procedures and controls needed for efficient and accurate administration of the real estate registry.
• Supervise recording of all real estate transactions and transferring of real estate rights ensuring accuracy and completeness of the database.
• Ensure integrity and accuracy of the real estate registry database to foster investor confidence.
• Monitor and ensure registration of all real estate transactions, identify and investigate violations and initiate legal action including imposition of fines and penalties.
• Establish and coordinate interfaces of the real estate registry with other systems of the organization.
• Supervise and ensure collection of revenues related to real estate registration and related services.
• Liaise with various authorities to validate all documentation and records related to real estate registration.

• Administered the customer relations management (CRM) process ensuring smooth and efficient service delivery.
• Implemented and ensured compliance with systems, policies and procedures related to receipt, processing and servicing of customer queries and requests.
• Monitored and ensured achievement of service level agreement (SLA) and quality standards across the CRM cycle.
• Worked closely with various government entities and internal departments to improve overall productivity and efficiency.

Responsibilities
Sales Manager (Acting)
Business Development and Sales
• Developed, implemented and updated strategies and plans to drive business growth of the bank’s products and services ensuring achievement of predefined sales targets.
• Executed various marketing campaigns for achieving sales of various products and services aligned to overall business goals of the bank.
• Participated in the development of business plans and budgets to deliver sales, revenue, market share and sustainable growth objectives.
• Led the formulation and execution of marketing strategies to build and enhance the banks presence and reputation in the region.
• Supervised and led the sales team providing required guidance and support in the effective execution of plans and campaigns.
• Performed outbound marketing calls to generate new leads and referrals; validated leads and pitched appropriate products and services to clients leading to delivery of sales targets.
• Dealt with all aspects of corporate sales including prospecting, following up and acquisition of HNI clients and leveraging of cross-sell opportunities
• Managed current business pipelines, appraise and validate loan applications ensuring eligibility for financing and contribute to the bank’s profitability.

Customer Relations
• Managed direct sales activities including prospecting for leads, networking and referrals to build a portfolio of client accounts.
• Liaised with customers, mapped their financial needs and objectives, recommended optimum products and services and followed up to close deals and increase sales.
• Provided customers with details, features and terms of various banking products and services including loan and credit options.
• Delivered consistently efficient and prompt services to customers, resolve customer concerns and issues to generate customer satisfaction and loyalty.

Staff Management
• Coordinated manpower planning, recruitment, hiring, training and deployment of sales team to meet current and future requirements.
• Monitored all sales team activities ensuring compliance with the bank’s policies, procedures and guidelines.
• Set sales targets for individual sales agents, monitored performance and guided in the achievement of agreed results.
• Conducted periodic performance appraisals, identify training needs and provided counseling and training to build competencies and improve performance and productivity.

Responsibilities

Customer Service Supervisor
• Communicated with customers via telephone, e-mail or letters and provided information on the bank’s products and services
• Responded to enquiries and resolved complaints related to bank accounts, credit cards, financing and investments
• Participated in the investigation of major incidents related to customer service, identified root causes and recommended effective preventive and corrective actions.
• Built and maintained customer relations, solicited and analyzed customer feedback and implemented actions to achieve complete customer satisfaction.
• Contributed to the improvement of business processes, adopting best practices to enhance efficiency and effectiveness of customer service processes.
• Led and supervised a team of customer service agents dealing with recruitment, training and motivation to instill a customer-focused culture in the team.

• Dealt with all aspects of guest services including response to enquiries related to availability of rooms and villas, check-in and check-out of guests, assistance related to ground transportation, restaurant/entertainment reservations ensuring consistent high standards of guest experience.
• Supervised front office and housekeeping operations, implemented processes related to guest safety including inspection and ensuring adherence to fire protection, safety and security requirements.
• Collaborated with various departments to provide high quality customer service leading to customer satisfaction and loyalty.
• Earned Hystar points for outstanding performance as Guest Service Officer - Front Office, February 2012

• Led a team in providing best-in-class service to guests and customers ensuring guest comfort, safety and satisfaction.
• Participated in guest services related to major events including Inauguration Ceremony of KAUST, Thuwal. Received a certificate in recognition of valuable services rendered during the event, September 2009.
• Earned a Letter of Appreciation for professional approach in coordinating requirements and needs of distinguished guests of Saudi Aramco and KAUST, September 2009
• Awarded a Certificate of Protocol and Etiquette by Saudi Aramco, August 2009