Thomas Vidal Deferia

• Coordinated hundreds of monthly tenant move-ins and move-outs, ensuring timely processing of tenancy contracts, Ejari registrations, and compliance documentation.
• Handled high-volume service requests and documentation workflows while ensuring timely processing and accuracy across multiple departments.
• Assisted in reducing delays in tenant onboarding by coordinating closely with Leasing, Renovation, Finance, and Property Management teams to improve workflow efficiency.
• Managed and maintained property-related records, including tenancy contracts, NOCs, utility documents, move-in/move-out files, and leasing documentation, while ensuring compliance and document integrity.
• Supported lease administration activities by preparing, organizing, and updating tenancy-related records within the companys CRM system.
• Responded to daily tenant and internal stakeholder inquiries regarding leasing requirements, approvals, and operational procedures through email, phone, and WhatsApp communication to resolve operational issues efficiently.
• Coordinated key handovers and scheduled property inspections to ensure smooth tenant transitions and operational readiness.
• Assisted in Ejari processing and DLD-related documentation to support leasing compliance requirements.
• Consolidated procurement requests and prepared LPOs for renovation and maintenance materials, helping streamline purchasing coordination with suppliers to support operational timelines and service delivery.
• Coordinated with vendors and third-party suppliers to support renovation timelines and minimize operational disruptions.
• Managed petty cash distribution and documentation for operational services, including movers, cleaning, and AC maintenance support.

• Supervised daily back-office operations across inbound, email, and chat support channels for a team of approximately 7-12 agents.
• Generated daily, weekly, and monthly operational KPI reports to monitor team productivity, service quality, and performance trends.
• Conducted daily and weekly quality assurance audits and coaching sessions that contributed to improved service consistency and reduced escalations.
• Assisted in onboarding and training new hires while supporting the upskilling of existing team members on operational procedures and customer handling.
• Managed end-to-end customer order processing, including order updates, subscriptions, cancellations, and fulfilment coordination through Shopify, WooCommerce, and ReCharge.
• Utilized SAP and ERP systems to monitor customer orders, shipment status, inventory availability, and logistics coordination to ensure timely order fulfilment.
• Coordinated with suppliers, logistics partners, and customers to resolve shipment issues, monitor deliveries, and maintain high order accuracy.
• Monitored order queues daily to ensure timely processing and minimize fulfilment delays.
• Maintained and organized customer databases and CRM records with high levels of documentation accuracy.
• Supported workflow improvements that enhanced operational efficiency and turnaround time for customer requests.
• Coordinated with remote teams and global customers to ensure smooth operational support across multiple time zones.

• Handled inbound and chat channels as required by business demands
• Provided administrative assistance by managing the customer database and
generating reports
• Answer customer inquiries about our products
• Tested product samples, assessed their usability, and shared feedback with the client
• Conducted training for seasonal employees

• Address technical inquiries regarding AVID products and services
• Offered administrative assistance using client ERP and CRM software
• Contacted potential customers who may be interested in our products and services (SaaS)
• Assist new and existing customers who are responding to direct marketing and ad campaigns

Disputes and Claims Specialist
• Handled disputes and claims for buyers and sellers in Salesforce
• Make informed judgments in claims cases with the aid of supporting documents
• Provided customer follow-up through email and/or phone

Assistant Trainer
• Assisted in training new hires for customer service, soft skills, product knowledge, and compliance
• Provided administrative support by scheduling training sessions, room setup, and materials preparation
• Created presentations and training modules
• Collaborated with trainers and SMEs to update and revise training content based on client updates
• Facilitated group activities and discussions