Nicole Waked

Customer Service

العقارات

Balloûné, محافظة جبل لبنان

عن Nicole Waked:

Hard working, dedicated, loyal, and truly committed to develop my career. Dependable, trustworthy, confident, and flexible with very good communication skills and always gain people’s trust.

الخبرة

September 2018 Till Present: Company: Rise Properties- Real Estate Development- Zalka

Customer Service & After Sales Manager

Customizing the CRM software to fit the company’s and the customer’s needs
Developing departmental procedures
Developing customer surveys
Handling customers request for changes
Coordinating between customers and company’s lead consultants
Handling over 600 customers; 6000 money collection transactions and an enormous number of requests
Providing periodic cash flow reports to management on all after sales financial activities
Playing a sales role and resell customer’s units to generate profit for them and for the company
Handling property and facility management of 2 of the company’s towers
Overseeing and agreeing contracts and providers for services including security, parking, cleaning and so on.
Supervising multi-disciplinary teams of staff including cleaning, maintenance, grounds and security
Managing budgets and ensuring cost-effectiveness
Managing legal aspects regarding delivery and registration of units
Maintaining contact with clients to obtain customer feedback regarding units
Assisting clients in resolving issues and complaints concerning purchased products or services
Overseeing all post-sales services provided to clients to ensure customer satisfaction

April 2017 Till August 2017: Company: Rise Properties- Real Estate Development- Zalka

Sales Administration Manager

Preparing sales strategies for the department
Setting policies
Auditing the whole operation and reports
Optimizing the CRM system and implementing new reports to be extracted
Client feedback system
Cancelled requests re-activation/Customer service
Monitoring data
Agents clients follow up
Critical buyers follow up

December 2016 Till April 2017: Company: Rise Properties- Real Estate Development- Zalka

Senior sales Executive

Answering customers calls
Closing deals
Preparing strategies concerning the department
Preparing policies

October 2015 Till December 2016: Company: Rise Properties- Real Estate Development- Zalka

Business Development Manager

New projects ideas
Competitors analysis and data collection
Follow up with Major consultants related to new projects.
Requesting and following up with suppliers on quotations and design deliverables
Reviewing architectural designs with the President & Vice President and document comments, then following up with consultants to secure completion on time
Researching new designs and alternative solutions, then prepare recommendations to consultants.
Legal documents filing and archiving
Project lifecycle needed for a project documenting and controlling all the steps required, this includes from before inception of a project until registration of the units.
Feasibility studies for new projects
Final pricing
Final areas

*January 2015 Till April 2016: Company: Rise Properties- Real Estate Development- Zalka

Executive coordinator, reporting directly to the President.

Implementation of CRM system and trainings.

Monitor President’s agenda
President’s personal requests
Being involved with the whole operation and trying to give solutions to some issues related to certain departments.
Exploring opportunities to add value to job accomplishments.
Serves as a lead facilitator both internally and externally for projects.
Protects organization's value by keeping information confidential.
Exploring opportunities to add value to job accomplishments.
Acting as a project manager on certain tasks requested by the President

April 2013 Till May 2014: Company- IcarWakim- Real Estate Services- Zouk Mosbeh and Jal El Dib

CRM (acting as Sales Manager) & Customer Service Manager (Creation of the Customer Service Department)

Objectives:

-Manage and control the data as for customers and properties.

- Sales support.

-Guarantee customer satisfaction

Data Management Responsibilities:

To make sure that all the customers are entered on the system daily.
To make sure that every customer is followed up within 24 hours.
Review the agent’s daily reports and analyze them.
Prepare weekly and monthly reports showing statistical results concerned with every agent’s outcomes and customer’s source and satisfaction.
Prepare monthly sales meetings and discuss all the issues.
Data management and integrity on the system.
Website data integrity and control.
Social media.
Weekly agent assignments for properties updates and customers follow up.
Monitor executive assistants and make sure that they are working correctly.

Customer Service Responsibilities: