Angel Sylvia
Dubai,United Arab Emirates
Summary
Driven individual with knack for building relationships and fostering client satisfaction. Demonstrates strong communication and negotiation skills, combined with ability to manage multiple tasks seamlessly. Ready to leverage these abilities to drive growth and client success in Account Manager SME role.
Seasoned professional in account management with focus on SME sector. Capable of driving business growth through strategic relationship building and key account management. Skills include market analysis, negotiation and customer service with commitment to achieving business objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work history
Account manager SME
Pay10 Payment Services
Dubai, United Arab Emirates
01.2025 - Current
- Managed key accounts by establishing strong relationships with clients.
- Coordinated with operations and support teams to ensure smooth installation, activation, and issue resolution for payment systems.
- Fostered long-term relationships with customers, enhancing brand loyalty.
- Collaborated with marketing team to develop targeted promotional campaigns for SMEs.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Generated KPI reports to illustrate overall performance.
- Supported cross-functional teams in improving operational efficiency and customer experience.
- Assisted clients with digital payment solutions, transaction processes, and product awareness.
Customer Service Coordinator
Damac Properties
Dubai
09.2022 - 12.2024
- Resolved tenant complaints to improve residential retention rates across property portfolios.
- Navigated Salesforce to document complex residential disputes and track resolution progress.
- Managed high inbound call volumes to address urgent property maintenance requests.
- Coordinated third-party vendor visits to ensure rapid execution of technical repairs.
- Transformed negative client feedback into positive interactions to boost monthly metrics.
- Generated detailed analytical reports to identify recurring property management service gaps.
- Operated Zuper and Zoho platforms to orchestrate daily field service operations.
- Acted as primary liaison connecting frustrated tenants with specialized internal departments.
Facilities Coordinator
Clairvoyant Facility Management
Dubai
03.2021 - 02.2022
- Planned vital technical support frameworks to optimize daily commercial building operations.
- Dispatched emergency response teams to mitigate unexpected structural damage during crises.
- Delegated critical maintenance duties to align with specific staff technical capabilities.
- Allocated essential physical resources to maintain compliance with strict safety standards.
- Authored comprehensive management reports to outline crucial fundamental facility performance statistics.
- Regulated ongoing repair projects to guarantee completion within demanding contractual deadlines.
- Spearheaded preventative maintenance schedules to preserve essential high-value commercial property assets.
- Fostered productive vendor networks to secure reliable materials for building upkeep.
Reservations Supervisor
Apple Holidays
Madurai
01.2019 - 02.2020
- Supervised telephone interactions to uphold stringent corporate hospitality customer service benchmarks.
- Processed intricate booking amendments using advanced specialized property management software systems.
- Deployed strategic upselling techniques to maximize overall corporate hospitality sales revenue.
- Maintained flawless reservation archives to facilitate smooth daily arriving guest transitions.
- Represented premium brand standards during intricate consultations with diverse international travelers.
Reservation Agent
SriLankan Airlines
Madurai
03.2018 - 12.2018
- Managed substantial incoming VoIP traffic to distribute accurate global flight availability.
- Communicated current hotel policies to provide travelers with advantageous lodging options.
- Executed precise cross-selling methods to highlight seasonal corporate travel promotional opportunities.
- Streamlined demanding check-in procedures to minimize passenger terminal departure wait times.
- Promoted unique cultural excursions to enrich comprehensive global international passenger journeys.
Education
Bachelor of Business Administration - Aviation
Boston Aviation College
Madurai, IndiaSkills
- Property Management
- Facility Coordination
- Knowledge of gdpr compliance
- Customer Service
- Data-Driven recommendations
- Operations Management
- Client Relations
- Maintenance Coordination
- Contract Administration
- Client Retention
- Communications
- Performance Reporting
- Dispute Resolution
- Quality Assurance
- Real Estate
- Team Leadership
- Preventive Maintenance
LANGUAGES
English
Fluent
Malayalam
Advanced
Tamil
Fluent
Accomplishments
- Helped streamline daily reporting routines, ensuring management had visibility on key service and operations metrics.
- Maintained high levels of customer satisfaction (CSAT) for a full month while working at Damac Properties, receiving appreciation via email.
- Recognized for handling high volumes of customer interactions while sustaining service quality in fast-paced environments.
- Built strong rapport with customers, contributing to repeat interactions and positive referrals.
- Improved conversion of dissatisfied (DSAT) customers into satisfied (CSAT) customers through active listening and effective problem resolution.
- Demonstrated reliability and ownership in following through on customer issues until closure and confirmation.
- Supported property and facilities teams in meeting service turnaround times across various maintenance and AMC requests.
TECHNICAL SKILLS
- Microsoft Office Suite
- Salesforce
- Zoho
- Zuper
- Global Distribution Systems
- VoIP Systems
Certification
- Consumer Protection E learning Course - Sep 2025 CCL Academy
- Understanding Money Laundering, Terrorist & Proliferation Financing, &
Sanctions (UAE) eLearning Course - Nov 2025
- AI Chatbots: Understanding Their Use, Risks, and Limitations in the Workplace - Feb 2026
- Conflicts of Interest ( International ) - 10th April 2026 CCL Academy
Timeline
Account manager SME
Pay10 Payment Services
01.2025 - Current
Customer Service Coordinator
Damac Properties
09.2022 - 12.2024
Facilities Coordinator
Clairvoyant Facility Management
03.2021 - 02.2022
Reservations Supervisor
Apple Holidays
01.2019 - 02.2020
Reservation Agent
SriLankan Airlines
03.2018 - 12.2018
Bachelor of Business Administration - Aviation
Boston Aviation College