• I had started as a Project Relations Manager in November 2019 up until August 2023 and then was promoted internally to Sales Progressor. • Responsible for legally progressing new property sales from reservation through to completion at multiple sites for St. George City via AML checks. • Conveyancing, reporting, administration, and AML compliance.• Overseeing the legal setup of new sites and manage the end-to-end sales progression process including administering reservations, cancellations, exchanges, completions, and handovers while ensuring AML compliance.• Interfacing with internal/external solicitors and various international teams to drive plot progression, produce reports, maintain files, invoice approval and processing. • Liaise with sales consultants to provide relevant support with their efforts to progress plot sales from exchange to final completion, tracking sales, maintaining files and reports, ensuring AML procedures are followed for external auditing and preventing potential cash that could be laundered by conducting background investigations.

• Providing business with card payment solutions and heading up the Customer Services Team of up to 10 Officers and a Team Leader.• Managed complex customer inquiries and complaints, introduced policies and strategies to maximize satisfaction, and oversee legal escalations and outsourced contact centers. • Developed measurable targets focused on service quality and employee growth, designing telephony skills and 1-2-1 training that enhanced customer experience and developed personal growth within the team.• Streamlined policies and procedures in line with delivery, being the point of contact for legal disputes in court hearings.

• Provided superior service to purchasers at the point when contracts were exchanged, managing and supporting them for up to 42 months until legal completion of their property. • Ensured that snagging was completed in a timely manner and in line with Berkeley Homes’ standards prior to handover, managing and conducting home demos of completed properties to purchasers or appointed Agent.• Ensured that the aftercare and defects were carried out in-house (2 years) and a smooth handover to NHBC thereafter (8years). • Oversaw the entire legal progression of purchasers whether UK based or overseas, providing them with construction updates, serving the legal notices on completion and ensuring their finances were on track as to minimize the potential for contract rescission. • Supported Sales teams and International Agents with potential buyers, guided international clients with the process to obtain a UK mortgage in order to legally complete and providing intelligent analysis to Board of Directors.

• Managed a Contact Centre team of over 50 Officers whilst handling direct and complex calls and complaints from residents of the Borough.• Managed up to 15 different provision of Council services including Emergency Services and Emergency Repairs.• Provided leadership and team management including overseeing KPIs, team’s appraisals, one-on-ones, and ongoing training on new and current council services to ensure the team’s telephony and customer service skills exceed service standards.• Oversaw and managed the out-of-hours emergency teams, coordinating with stakeholders, Social Services, Highways, Noise Pollution calls, to deliver optimal tenant services, sometimes needing to make and deliver unpopular or difficult decisions from our Emergency Repairs Team. • Participated in direct recruitment and selection campaigns with other Team Managers to expand the department by hiring diverse staff and managing their performance.