Nihad Soussa

Ensuring Customer Excellence in all of the following:
 Responsible for clients after signing of the sales contract including:
o Modifications
o Financial requests (delaying payments, financial statements, payment queries,
rescheduling)
o Client communications (news, construction updates)
o Creating and implementing a client loyalty program
o Technical requests
o Non-technical requests (cancellation, consolidation)
o Technical problems (e.g. Unit as-built not matching with contract drawings)
 Responsible for Collections (client outstanding payments)
 Responsible for Handover
 Responsible for Community Management (post-Handover):
o Public areas to be in tip top shape (landscape, clubhouse, swimming pools) o Services for the client’s home
o Basic services on site (basic groceries, laundry)
o Emergency services in place
o Events for residents
o All client requests after handover o Access Control & Permits
 Responsible for FM/Operations
o Assess, Monitor and work with different providers as well manage in-house team
(MEP, Security, Housekeeping, Pest Control, Waste Management)

Ensuring Customer Excellence in all of the following:
 Responsible for clients after signing of the sales contract including:
o Modifications
o Financial requests (delaying payments, financial statements, payment queries,
rescheduling)
o Client communications (news, construction updates)
o Creating and implementing a client loyalty program
o Technical requests
o Non-technical requests (cancellation, consolidation)
o Technical problems (e.g. Unit as-built not matching with contract drawings)
 Responsible for Collections (client outstanding payments)
 Responsible for Handover
 Responsible for Community Management (post-Handover):
o Public areas to be in tip top shape (landscape, clubhouse, swimming pools) o Services for the client’s home
o Basic services on site (basic groceries, laundry)
o Emergency services in place
o Events for residents
o All client requests after handover o Access Control & Permits
 Responsible for FM/Operations
o Assess, Monitor and work with different providers as well manage in-house team
(MEP, Security, Housekeeping, Pest Control, Waste Management)

• Responsible for hiring, training and building a CM team
• Responsible for Living Zones (where units are ready for handover) in all ways including but not limited to security, cleanliness, access points, and workers.
• Responsible for creating and implementing policies and agreements between all parties that are involved in a Living Zones including Construction, Security, Facility Management, and Development.
• Responsible for any owner requests/complaints.
• Responsible for communications with customers.
• Responsible for building a sense of Community through events and activities.
• Responsible for making sure that owner needs in the community are met which include services and amenities.
• Responsible for opening and operating all the Community Centers and the services they offer.
• Monitor and ensure that Facility Management services are outstanding and complete.

Responsible for locating potential operators and service providers, negotiating terms of agreement, working with legal to formulate and finalize contracts.
 Responsible for formulating and implementing operations plan to be in place before the opening of the club.
 Responsible for handling relationship with shop tenants, operators and trainers.

 Responsible for hiring, training and building a CM team
 Responsible for Living Zones in all Emaar Misr projects (where units are ready for
handover) in all ways including but not limited to security, cleanliness, access points, and
workers.
 Responsible for creating and implementing policies and agreements between all parties
that are involved in a Living Zones including Construction, Security, Facility Management,
and Development.
 Responsible for any owner requests/complaints.
 Responsible for communications with customers.
 Responsible for building a sense of Community through events and activities.
 Responsible for making sure that owner needs in the community are met which include
services and amenities.
 Responsible for opening and operating all the Community Centers and the services they
offer.
 Monitor and ensure that Facility Management services are outstanding and complete.
 Worked with corresponding departments to set SLAs which were reviewed/revised every
quarter.
 Worked closely with the Call Center during inbound/outbound campaigns. Endeavored to
improve the Customer experience by closely monitoring requests sent through the Call Center to ensure prompt problem resolution. Utilized Call Center conducted Customer Satisfaction Survey results to improve areas of weakness.

 Responsible for a client base of over 6000 clients in 19 different projects
 Responsible for all client issues from once the contract is signed, until the client resides in his/her home and the project is handed over to the Resident’s Association.
 Trained and Recruited Team of 35 members
 Set up process and system
 Manage Team responsible for modifications and Technical Issues
 Manage Team based in the different construction sites
 Manage Team responsible for Customer Complaints and Requests
 Manage Team responsible for Bounced Checks - Collections
 Responsible for handing over completed units and for monitoring the handing over plan with all the Project Managers of the different areas. Delivered over 1000 homes to date.
 Communications with customers for special issues and construction updates
 Handle escalated and critical cases
 Liaise with all concerned departments to solve problems (Finance, Sales, Contracts, Legal, Construction, Engineering, Facility Management, QC, IT)
 Designed and implemented a new Customer Care Helpdesk ticketing system as well as a system specialized for bounced cheques, both of which were integrated into the existing CRM.

 Implementation of CRM Oracle System
 Fine tuning and verification of database
 Customer complaints
 Customer exception requests
 Customer Loyalty and Retention Programs
 Communications with customers
 Call Center
 Customer Care Policies and Procedures

 Responsible for creating & managing all company systems
 Responsible for creating new business and real estate opportunities
 Responsibe for recruiting and training new staff
 Responsible for gathering, sorting, arranging and disseminating information for new projects
 Responsible for the design and followup of the CRM and websites
 Responsible for overseas sales
 Attended overseas exhibitions
 Responsible for local and international sales channels
 Work closely with real estate developers on technical, sales, and marketing matters

 Responsible for running E-Dar Headquarters
 Developed franchise manual and system
 Created and implemented reporting system for franchises (6 in total)
 Increased annual revenue by 400% after the first year
 Greatly improved the E-Dar Real Estate Guide, systemized it’s monthly publication, and turned it into a revenue source
 Responsible for selling franchise

 Responsible for running the Maadi branch
 Created inventory database
 Built team of buyer and seller agents
 Trained the sales team and followed up on them

 Responsible for setting up, training, and supporting new franchises
 Created Franchise Manual
 Involved in system localization
 Involved in setting up system
 Responsible for website content
 Responsible for HR
 Member of marketing committee

 Set up an efficient office system and managed all office operations (filing, manager’s schedule, correspondence)
 Was responsible for minor decision making
 Liaised between production department and other departments
 Was responsible for follow-up of staff assignments
 Was given additional responsibility of production planning

 Involved in order processing and customer complaints

 Assisted in all real estate functions