CELINA HARRY

• Project SPOC, assisting the HNIs, through face to face meetings, calls, Emails, for the complete life span of the project starting from On boarding process till registration of the property.
• Responsible for maintaining highest levels of services by proactively informing the customers of any recent development, Government regulations, Etc.
• Responsible for Building rapport between the company and the business associates.

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• Leading relationship of the company, building authentic relationships leads to loyalty and trust that focuses on customer retention, satisfaction and valuing customers.
• Managing Escalations, dealing with incidents and problem management within a system, ensuring problems get resolved and issues are addressed at the right level.
• SPOC for all the legal cases, closely working with legal team to settle and resolve the legal cases with win-win situation.
• Enhancement of teammates, enhancing the professional and interpersonal skills of the teammates by conducting performance evaluation and conducting training programs.
• Defining and maintaining Turn Around Time and First Time resolution to resolve the concern within the stipulated time frames.
• Relationship building (intra-inter department), effectively communicating our requirements and assisting others with their requirements to reach the single goal of the company i.e customer satisfaction.

• Leading relationship of the company, building authentic relationships leads to loyalty and trust that focuses on customer retention, satisfaction and valuing customers.
• Managing Escalations, dealing with incidents and problem management within a system, ensuring problems get resolved and issues are addressed at the right level.
• Resolving legal cases, closely working with legal team to settle and resolve the legal cases with win-win situation.
• Enhancement of teammates, enhancing the professional and interpersonal skills of the teammates by conducting performance evaluation and conducting training programs.
• Defining and maintaining Turn Around Time and First Time resolution to resolve the concern within the stipulated time frames.
• Relationship building (intra-inter department), effectively communicating our requirements and assisting others with their requirements to reach the single goal of the company i.e customer satisfaction.

• Project SPOC, coordinating with project managers to keep the customers update with the latest status proactively.
• Promptly and diligently handing escalated customer queries and queries from HNIs.
• Ensuring highest levels of customer service are met by the team through own QA initiatives.
• Analyzing customer contact data, preparing reports and recommending changes to ensure best customer services practices.
• Assisting teammates to enhance their professional and interpersonal skills.
• Buyback SPOC, diligently handling the customers who have booked their properties under Buyback scheme.

• Project SPOC, assisting the HNIs, through face to face meetings, calls, Emails, for the complete life span of the project starting from On boarding process till registration of the property.
• Responsible for maintaining highest levels of services by proactively informing the customers of any recent development, Government regulations, Etc.
• Maintaining a smooth flow of collection by regular follow ups and dispute resolving techniques.
• Ensuring a hassle free Handover and Registration process hence clinching the opportunity to add each customer to the list of Loyal Customers.

· Responsible for program level transformation of existing systems to bring them in line with EMAAR’s global Salesforce system incorporating SMCCA and PULSE

· Promptly and diligently handling escalated customer queries addressed to International CEO (EMAAR), CEO (EMAAR India), CFO, CSO.

Subject Matter Expert for all the International Customer care programs initiated by EMAAR Dubai (Customer’s Happiness Survey, Customer’s feedback surveys, SMCCA, PULSE)

· Promptly and diligently handing escalated customer queries and queries from HNIs

· Ensuring highest levels of customer service are met by the team through own QA initiatives

· Analyzing customer contact data, preparing MI reports and recommending changes to ensure best customer services practices

· Process trainer for new team members

· Maintaining daily attendance. Coordinating with wide range of stake holders and vendors to ensure smooth functioning

· Handling the International programs launched by the company to ensure customer centric output approach

Handling a team of 10 customer services executives

• Dealing with customer queries received through inbound channels such as telephone and email.
• Provide SME support to customer contact team on financial queries including, payment schedules and ROI estimations.
• Undergo attribute evaluation for the team Customer services.

• Responsible for performing upsales operation through inbound calls.
• Handling escalations related to product and services.

• Magus Customer Dialogue (Getit), New Delhi.
• Resolving the customer queries over the call.
• Providing support services to vendors to ensure best business practices, Multiple appreciations received from the customer.