Leader - Business Development & Client Services
PROFESSIONAL STATEMENT
Strategic and influential executive who builds healthy client relationships, develops new revenue streams, and improves the performance and profitability of companies. Having 29+ years of exceptional track record in driving business growth by providing exceptional customer service, client relationship management and business planning possessing allied exposure in associate areas of operations management, office management and administration for organizations of repute.
Known for scaling businesses by balancing customer needs, company goals and targets with specific focus on customer’s-driven priorities, commitments, and milestones.
Remarkable proficiency in building strong relationship with customers, identifying new business prospects to increase profitability and sustain customer base, fulfilling expectation and maintaining satisfaction
WORK EXPERIENCE
Client Relationship Manager Jun 2017 – Jan 2020
Jumierah Luxury Living LLC
Accomplishments:
? Planning and delivering CRM strategies across the organization with a view to retaining existing customers, increasing sales and expanding the company brand.
? Contributed worthy insights to create more contacts and transform them into prospect customers and drives more business opportunities, simultaneously, accomplished the goal of building customer satisfaction and loyalty.
Key Responsibilities:
? Handles the administrative operations on daily basis and monitor the performance of Front Desk, Office Boy, Accounts – Collections, Sales Support and Sales Team.
? Gathering data and leads through varied platforms including exhibitions, Facebook, Instagram, etc., and supporting sales and operations teams to deliver unsurpassed level of customer services.
? Driving initiatives aimed at satisfying customer needs, maintaining relationship with existing customers and identifying new clients, whilst ensuring KPI attainment in each area and for each department
? Increasing business growth by pro-active research, identification and pursuit of new business opportunities as well as ensuring appropriate listing on Bayut, Propspace, Property Finder, etc.
? Keeps track of all sold and unsold units by maintaining a master database of the project.
? Obtains management approval in cases of discounts and special payment plans as per request by the client.
? Set out client file filing system for all sold units and keeps track that all required documents are accurate and up-to-date.
? Tracks payment schedule and set out reminders to client when payment is due.
? Set out legal process for non-paying clients from email reminders, registered post to RERA notification.
? Ensure that all sold units are completely registered in Oqood and required payments have been made, i.e. manager’s cheque for RERA registration fee issued by the client or Jumeirah Luxury Living (JLL) (if payment is made thru JLL).
? Collaborate with other departments to ensure that CRM strategy works well for every aspect of the business and developing accurate summaries for management with highlights on new relationships
? Maintaining inter and intra departmental liaison; collaborated with project team for design approvals and with accounts on payments/outstanding.
? Prepares monthly reports/analysis to the management, i.e. Sales Report, Leads Distribution, Sales Activity Report for each Consultant, Administration Expense Report, etc.
? Monitor telephone usage (i.e. landline and mobile phones for all Sales Team), office and pantry supplies.
? Outsource suppliers for the equipment, office/pantry supplies, etc. taking into consideration the cost and quality of the product we use.
Business Development Executive May 2016 – Jun 2017
Burj Nahaar Facilities Management LLC
Accomplishments:
? Achieved great success by offering support to strategic planning of development efforts and accomplishment of vision and direction established by the Board of Directors.
? Handpicked to lead FM Strategy for business growth and expansion/diversification by delivering best-of class real estate facility management and project management services for Burj Nahaar
Key Responsibilities:
? Researched and identified sales opportunities, generated leads through social media and targeted potential clients/markets and assisted sales team to achieve targeted goals.
? Prepared Power Point presentations for clients and drafted competitive quotes and proposals in addition to negotiating for favorable terms.
? Sold products by establishing contact and developing relationships with prospects; recommending solutions and updating existing clients with new developments I company offerings.
? Identified key influencers in each prospect organizations and their respective needs to tailor FM solutions and create a win-win situation for the company.
? Served as the link of communication between key clients and internal teams as well as updated all employees with department’s guidelines and procedures with employees and clearly stated all responsibilities, authorities and accountabilities to improve productivity.
? Developed, maintained and improved relationships with key accounts to maintain a high level of service and client loyalty.
? Kept up-to-date on current market changes and trends by participating in conferences, meetings and industry event to be able to come up with new and original sales strategies and marketing initiatives.
Customer Relation Executive Jun 2014 – Apr 2016
Al Barari Firm Management
Accomplishments:
? In charge for any scheduled MEP maintenance of Show Villas (17Nos), Rented Vilas (04Nos), Unsold/Stock Villas (05Nos) and Family Villas (05Nos) in coordination with service providers.
Key Responsibilities:
? Provided outstanding service delivery at all times and developed customer centric processes for promptly addressing complaints, property handover, snagging/de-snagging reports and all related documents in the Property Management.
? Ensured effective serviceability of all villas and upkeep of all Show and Stock Villas by commanding a team of Cleaners towards daily cleaning schedule and ensured deployment of appropriate manpower to achieve the requirements of the defined scope of work.
? Mediated with clients to resolve all issues and recognized the category - Defects and Liability Period (DLP) issues, and MEP & Structural Warranty, Maintenance, etc., for a total of 216 Villas.
? Consistently followed up issues falling under DLP, warranty until proper resolution in liaison with main contractor. Additionally, performed site survey and visual inspection to ensure all assets are well maintained.
? Carried out pre-snagging inspection, presented inspection reports and ascertained perfect condition of the asset before the final handover of the property to the client.
? Maintained logs of all complaints raised and followed up until rectification and update on the records of the company. Preserved details off all clients and updates contact database, i.e. owners, tenants, suppliers, service providers, etc.
? Fostered effective communication with clients and service providers as it related to maintenance activities and promptly provided information on all queries.
Property Coordinator Jul 2011 – Jun 2014
Emirates Leisure Retail
Accomplishments:
? Reviewed Lease Agreements (new and renewal), License Agreements, etc for all the F & B outlets, i.e. Costa Coffee (100 outlets), Left Bank, Bidi Bondi, Giraffe and Maritime Mercantile International (MMI) outlets.
? Coordinate with landlords in relation to agreements, payments, work permits, i.e. Dubai Airports, Emaar, Majid Al Futtaim to name a few.
Commercial Officer Sept 2008 – Apr 2011
Spectrum Real Estate Asset Management
Accomplishments:
? Recorded success in completing the following projects:
o Sky Gardens Park Avenue DIFC – snagging and de-snagging, handover, property registration with DIFC
o Icon Towers – snagging and rectification of snagging issues, property handover.
o The Villa - completed the snagging, rectification of snagging issues, collection of final payments and services charges prior to property handover of 290 units
References: Can be provide upon request