Experience

SODIC

• Egypt
• Real Estate
• 700 & Above Employee

• Facility Manager

  • Feb 2018 - Present

  • Managing the team members of the Facility team.• Recruiting suitable candidates for the Facility team.• Training staff to deliver a high standard of customer service.• Maintaining issuance of Electricity, Water & Gas meters letters directed to government entities.• Ensuring that the Facility team follows all company protocols while dealing with clients.• Work at various levels right from managing and dealing with the customers at the reception to the higher level offices where I am responsible to make the team aware about the customer needs and expectations.• Ensure that client needs are met in a way that improves customer satisfaction and increases profitability for the company• Ensure smooth operation of various processes.• Developing a customer service policy for an entire organization; to help serve the needs of the clients and accomplish the company’s objectives.• Identify areas of improvement in the company and assist in creating and implementing solutions.• Monitor progress and achievement through performance metric reports and take corrective action as appropriate and in a timely manner.• Ensuring that all client information is precise and supervising the processing of payment.• Responsible for handling all conflicts between the facility process and technical, legal & Finance departments.• Communicating between the top management and team members to resolve clients’ issues.• Creating appraisals for the Facility team members.

• Handover Manager

  • 2014 - 2018

  • Managing the team members of the handover team.• Achieving handover team target.• Creating the annual Hand-Over target.• Creating/ developing the Hand-Over Manual.• Creating appraisals for the handover team members.• Providing feedback and development plan for the handover team members.• Providing help and advice to clients as well as investigating and solving their problems.• Working with employees and providing guidance during tough situations to acquire appropriate resolution for the clients and the company.• Meeting with other managers to discuss possible improvements to the handover team.• Recruiting suitable candidates for the Hand-Over team.• Training staff to deliver a high standard of customer service.• Analyzing statistics and/or other data to determine the level of customer service being provided and writing summarized reports to the higher management.• Ensuring that handover team follow all company protocols while dealing with clients.• Ensuring that all client information is precise and supervising the processing of handing over.• Managing the Handover process for residential and commercial projects.

• Handover Supervisor

  • 2012 - 2014

  • Supervising the Handover representatives’ team and ensuring that all the customers receive immediate service.• Achieving handover team target.• Assisting Hand-Over Manager in the day to day operations.• Achieve client satisfaction with a good quality of service.• Update handover schedules and follow up with our clients regularly.• Handling all inquiries and requests of customers, and resolving the problems swiftly.• Interacting with the customers via phone, email, or in person to address directly the customer issues• Support, Motivate and cooperate work with the handover team. • Coach and help develop team members.

• Handover Officer

  • Sep 2010 - 2012

  • Contact the clients to arrange for the handover appointment.• Get the client to pay the delivery payment and/or pay advance payments to reach the delivery percentage.• Inspect the unit with the clients to make sure that the unit is built as contracted and has no technical issues.• In case of technical issues, follow up with the technical team and inspect the unit once the issues are rectified.• Get the client to sign all delivery documents after inspection.• Notify the operations team with unit delivery and provide all the documents to pass it over to the concerned departments (Legal, Finance, etc...).• Act as customer support with the clients for any future enquiries



SODIC

• Egypt
• Real Estate
• 700 & Above Employee

• Customer Service Executive

  • 2005 - 2010

  • Providing help and advice to customers within the parameters set by the organization.• Handling all inquiries and requests of customers.• Communicating courteously with customers and addressing their problems to the concerned parties/departments.• Following up with complaints or inquiries of customers, collecting previous due payments, issuing customer refunds, and forwarding customer concerns to upper level management when required.• Investigating and solving clients’ problems, which may be complex or long-standing problems.• Handling customer complaints or any major incidents.• Creating and maintaining up-to-date script, which the associates use while responding to calls.

• Front Desk Representative

  • Sep 1999 - 2005

  • Dealing with clients face to face in the most supportive, effective and proactive manner.• Handling all inbound calls inquiries.• Connecting callers with relevant departments in the most supportive, effective and proactive manner.• Register all sales leads and redirect them to the right channels, departments and individuals.• Identify and filter callers’ request according to established guidelines.• Follow up with clients and sales team to maintain and enhance standards.• Supporting the customer service, finance, legal & technical department’s daily requests, sending SMS’s to clients.• Handling assigned tasks by the management