Summary
Overview
Work history
Education
Skills
Personal Information
Custom
Languages
Accomplishments
Timeline
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Caroline khawand

Caroline khawand

Dubai,United Arab Emirates

Summary

Dedicated and customer-oriented director with a proven track record of leading high-performance teams to consistently meet and exceed objectives. With over 12 years of experience, I bring a strong commitment to excellence and a tactical approach to team building, emphasizing training and development. Throughout my career, I have demonstrated the ability to meet company goals and promote best practices, thriving under pressure with adaptability, ingenuity, and resilience. My history of delivering exceptional customer service, resolving complaints, and ensuring continued customer satisfaction reflects my unwavering commitment to achieving organizational success.

Overview

13
13
years of professional experience

Work history

Director of Client Relations, Elite

DAMAC Properties
Dubai, U.A.E
06.2023 - 12.2023
  • Established and currently managing a high-performing team of Account Managers responsible for catering to clients who invest over 10 million AED in real estate with Damac
  • Functioned as the point of escalation for any client complaints, ensuring swift resolution and maintaining a high level of client satisfaction
  • Championed customer-centric approach, enhancing overall service delivery and satisfaction
  • Implemented process improvements, streamlining operations for increased productivity
  • Key accomplishments include consistently meeting and exceeding client expectations, contributing to increased client retention, and receiving commendations for excellence in client relationship management, resulting in improved brand perception
  • Supervised and developed high-achieving staff, providing orientation, training, support and direction

Founder & Manager

CK Luxury Travel
Abu Dhabi, U.A.E
04.2018 - 05.2020
  • Crafted the overall company strategy, defining the value proposition and comprehensive business plan
  • Made strategic decisions to guide company's growth and expansion.
  • Navigated challenges, adapting to changing market conditions and overcoming obstacles with resilience.
  • Successfully secured partnerships with leading luxury travel suppliers
  • Introduced and managed the bespoke service offering, catering exclusively to Ultra High Net Worth Individuals
  • Key achievements include customizing and curating personalized travel experiences for high-profile clients, exceeding 10 bespoke trips.

Corporate Sales Manager

AMERICAN EXPRESS
Dubai
12.2016 - 09.2017
  • Formulated targeted sales strategies for the pharmaceutical and banking sectors through in-depth market research and analysis
  • Developed and maintained consultative relationships with key decision-makers in the targeted corporate clients
  • Grew and retained a portfolio of Global and regional corporate clients
  • Drove sales activities and collaborated closely with the sales associates' team
  • Key achievements include exceeding portfolio revenue targets by 8%, showcasing effective sales strategies, and successfully upselling over 250 individual corporate cards, resulting in increased revenue per.

Senior Relationship Manager

AMERICAN EXPRESS
Dubai
06.2014 - 12.2016
  • Developed and managed close relationships with over 100 Ultra High Net Worth Individuals, including members of the royal family, C-level executives, politicians, and investors, all of whom held Centurion cards, one of the most exclusive credit cards in the world
  • Established partnerships with various luxury brands and co-organized exclusive VIP events
  • Proactively engaged with the portfolio to encourage spending on American Express cards instead of competitive credit cards
  • Key achievements include increasing overall card members' engagement with travel and lifestyle services by 15%, referring new clients to American Express through existing satisfied clients, achieving customer spend objectives on a yearly basis, excelling in customer care with a 100% client retention rate over the servicing years.

Senior Customer Experience Manager

TD CANADA TRUST BANK
Montreal, Canada
11.2010 - 04.2014
  • Managed the allocated budget for the entire branch
  • Strategized long-term business needs and drove customer feedback for process improvements.
  • Led a team of twelve Customer Service Representatives (CSRs)
  • Developed new employees and on-going performance assessments to maintain high-quality customer service
  • Recruited, trained, coached, and identified skills and talents of the customer service and sales team
  • Conducted staff appraisals and allocated individual bonuses
  • Key achievements include being awarded TD Champions Club 2014, exceeding sales revenue objectives every year, achieving a remarkable 300% increase in 2014, contributing to TD Canada Trust's first-ranking position in customer experience across all of Canada, and successfully passing the institution's highest compliance audit with exceptional positive feedback.


Education

Diploma -

Concordia University
Montreal, Canada

Skills

  • Department management
  • Problem-solving
  • Customer-focused
  • Exceptional customer service
  • Swift problem solver
  • Dedicated work ethic

Personal Information

Nationality: Canadian

Custom

  • Actively participated as a member of the Women in Leadership community in the UAE
  • Hosted TD's annual bank event in Canada, showcasing excellent organizational and hosting skills
  • Served as a member of the TD Canada Trust Middle Eastern committee and the Women in Leadership committee, actively contributing to organizational initiatives
  • Acted as a key speaker in multiple events aimed at raising awareness for Diabetes, addressing audiences in both the UAE and Canada

Languages

English
Fluent
French
Fluent
Arabic
Advanced
Spanish
Upper intermediate

Accomplishments

Achieved Champions Club Award in 2014 for outstanding performance in key metrics, including revenue generation, customer satisfaction, and operational excellence at TD.

Timeline

Director of Client Relations, Elite

DAMAC Properties
06.2023 - 12.2023

Founder & Manager

CK Luxury Travel
04.2018 - 05.2020

Corporate Sales Manager

AMERICAN EXPRESS
12.2016 - 09.2017

Senior Relationship Manager

AMERICAN EXPRESS
06.2014 - 12.2016

Senior Customer Experience Manager

TD CANADA TRUST BANK
11.2010 - 04.2014

Diploma -

Concordia University

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