Saima S. Email & Phone Number

Dubai, Ae

Dubai

Employment HistoryDAMAC PROPERTIES LLC – March 2014 till PresentTeam Leader –Agents OperationsNovember 2016 till Present, DAMAC PROPERTIES, UAE.Agent Empanelment - Local & InternationalSales AuditBrokerage ProcessingNew Hires - Agent - Process Training• Managing relationship with existing and new brokers• Assist team for new registration & escalations (Sales/Brokers)• Resolve escalations with reference to commissions• Communicating new/ revised policies and procedures within the department • Rolling out new business process including automation for new business activities• Executing internal memo to comply with internal audit, legal & financial requirements• Conducting sales training for new hires on agent registration(new)

Dubai

 Managed customer relationships- ensuring high levels of customer satisfaction Monitored & provided feedback on call quality using VOCAL.COM recording solutions Audited Quality based errors through the audit & task/activity module within SIEBEL-(ORACLE)Supported team with invitation process for new prospects & monitored daily follow up on the previous day meetings created. Observed, recorded & shared daily executive performance on set target & provided feedback for improvement. Involved in validating statistical information through ORACLE business intelligence platform (OBIEE)  Updated team with marketing activities for any new event within UAE & outside for UAE. Coordinated with the marketing teams for Above the Line (ABL) & Below the Line (BTL) activity by creation of UTM/ Tracking codes in Siebel. Monitored & supervised qualified leads processing & assignment from different marketing channels (that includes Offline & Digital Media platform) Handled Agents Referral Leads & provide weekly report on conversion efficiency. Reallocated Agent leads if there is no action as per laid policy. Maintained counts and submit daily report to business developed through different marketing channels to understand the impact of variations. Monitored daily drop calls on call center and check feedback on them from team. Created & maintained daily /monthly work force roster Network & coordinate with Off-site call centers regarding the Events/associated activities. Coordinated activities related to road shows /other sales events with in UAE & other geographical locations. Monitored customer VoC (Voice of Customer) program

Muscat, Oman

 Arranged conferences, meetings, and travel reservations for office personnel. Managed & distribute meeting notes, routine correspondence, and reports. Reported to MD on day to day administrative activities of the company. Re-engineered all administrative processes to save valuable time. Particularly in customer service procurement & logistic. Provided advice and assistance to supervisors on staff recruitment. Successfully managed an error-free leave management and attendance system for the entire company Successfully wrote job descriptions & set KRA as per job assigned. Designed and managed employment contracts and agreements Supervised monthly payroll and benefits system for the company Assigned work to field personnel ensuring minimum downtime and optimum utilization of all administrative resources Managed vendor payments ensuring minimum delays and validating work completion against contractual clauses, Managed company data security and archives Managed all vendor and supplier relationships successfully.

Chennai,India

Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Created a participative work environment and thereby facilitate employee satisfaction. Performed ongoing quality checks, developed and reviewed performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives. Designed Key Responsibility Areas (KRAs) for team leaders. Ensuring KRA’s are aligned to the client SLAs and the overall organizational goals. Developed sales techniques and trained each customer service representative to drive revenue growth. Monitored interactions between executives and client to ensure quality assurance standards. Reviewed call center statistics to measure staff performance and the need for improvement.

Noida Area, India

 Managed customer relationships ensuring high levels of customer satisfaction.  Ensured first time resolution for all customer needs and issues.  Maintained a strong and up-to-date knowledge of products of the company.  Exceeded Sales and customer service targets.  Acted as supervisor on escalations, supervisory calls and verification calls. Managed a customer base of over 10,000 from the UK. Became one of the best multi-tasking executives on board through practice and dedication. Analyzed customer trends to enhance sales and service through process re-engineering.

Noida Area, India

 Achieved one of the highest sales productivity among the sales force.  Was selected to act as the team leader for managing escalations, and supervisory calls.  Effectively handled irate and unhappy customers ensuring minimum loss of business and brand.  Trained and all new recruits on effective call center telemarketing practices.