Ceara D'mello
Dubai,UAE
Summary
Experienced Client Account Manager with 13+ years in the Relocation industry, specializing in cultivating and maintaining strong client relationships. Proven track record of driving revenue growth, and delivering exceptional customer satisfaction. Adept at strategic account planning, cross-functional collaboration, and problem-solving to ensure client success.
Overview
16
16
years of professional experience
Work History
Senior Account Manager
RelocateMe
Dubai, UAE
10.2020 - Current
- Primary contact for assignees and HR.
- Conduct needs assessment calls and brief them on all provisions, initiate the relocation and immigration process and assist with all services until settled in
- Coordinate and arrange accompanying services
- Ensure superior customer service is achieved and that SLA (Service Level Agreement) standards are met
- Tracking the immigration and Tenancy management
- Constantly assess new opportunities and revenue sources, developing and improving operational processes
- Lead and mentor a team of 9 mobility and relocation consultants
- Managing third-party vendors/Real Estate including implementing service agreements
- Point of escalations and problem-solving
- Any other duties as directed by management
- Manages all reporting that is provided to the client
Mobility Consultant and Move Coordinator
Santa Fe Relocation
Dubai, UAE
04.2019 - 03.2020
- Main point of contact for relocating employees and family
- Conduct needs assessment and briefing on the service provision; initiate the relocation process and all services in line with the corporate client policy
- Main point of contact to arrange destination and moving services
- Day-to-day point of contact for clients to keep them updated on the progress of the assignments, discuss exceptions and recommend processes or policy changes
- Produce quotations, raise invoices, prepare import and export documentation
- Ensuring that Corporate HR is up to date on the transferee's relocation as required
- To ensure that the client has a positive experience with the complete relocation process
Client Account Manager
Helpxpat Relocation Services
Dubai, UAE
11.2016 - 01.2019
- Primary contact for assignees and HR to conduct a needs assessment and brief them on all provisions, initiate the relocation and immigration process and assist with all services until settled in
- Ensure superior customer service is achieved and that SLA (Service Level Agreement) standards are met
- Tracking the immigration and Tenancy management
- Coordinate and arrange accompanied services with assignee to provide Visa and immigration
- Orientation, Home Search, School Search, Handover, Snagging, Hand back whenever required
- Constantly assess new opportunities and revenue sources, meet with a new client, develop and improve operational processes
- Any other duties as directed by senior management
- Set and maintain productivity and quality standards
- Manage and offer guidance on more complex cases
- Support the implementation of new clients, building relationships
- Create and deliver quarterly and annual client reporting
- Manages all reporting that is provided to the client
Relocation Operations Manager
Santa Fe Relocation
Dubai, UAE
09.2015 - 11.2016
- Oversees the day-to-day delivery of Relocation Services ensuring high levels of customer service
- Lead and mentored a team of 12 mobility and assistant mobility consultants
- Responsible for the business unit's financial budget
- Ensure Service Level Agreement ‘SLA' and Key
- Performance Indicators ‘KPIs' are met
- Ensure consistency and compliance in the delivery of services
- Manages and ensures mobility policies and procedures are adhered to
- Advises on mobility best practices and calculates potential cost savings impact
- Proactively advises on assignment policies and entitlements
- Review and improve the operations structure and implement best practice
- Conducts regular audits to ensure compliance and implement improvement plans as required
- Monitor global KPI scores and ensure teams are meeting minimum global standards per group and local business plan initiatives
- Ensures compliance and activity reporting is consistent and up to date
- Point of escalations and problem solving
- Training and ongoing development of the relocation team including performance improvement plans
- Management of third-party vendors/Real Estate including implementing service agreements and KPIs and monitoring accordingly
- Ensure profitability of the Relocation division whilst providing exceptional client service
- Active participant in global mobility projects
- Support Account Manager and Regional Relocation Director Middle East
Senior Mobility Consultant
Santa Fe Relocation
Dubai, UAE
08.2014 - 09.2015
- Manage and coordinate relocation services rendered for certain accounts in Dubai and Abu Dhabi.
- To ensure the highest level of integrity, accuracy and customer service to all assignees in the Middle East region, in a profitable manner.
Mobility Consultant
Crown Worldwide Group
Dubai, UAE
08.2009 - 08.2014
- Provide support to relocating employees and their families, either internationally or domestically
- Responsible for being the focal point of contact for the employees ensuring that they settle in quickly and as stress-free as possible
- Act as a single point of coordination resource for explanation and clarification of relocation policy, as well as how to exercise destination services support.
Sales Assistant
ACI Consultancy
Dubai, UAE
06.2009 - 07.2009
Financial Consultant
HDFC Life
Mumbai, India
06.2008 - 05.2009
Education
Bachelor of Commerce Degree - Accounting and Business/Management
St. Andrews College of Arts Science and Commerce
Mumbai, India 2006 - 2009
Skills
- Relocation
- Expatriate Management
- Client Relationship Management
- Business Development
- Time Management
- Team Collaboration
- Problem-Solving
- Client Advocacy
- Communication skills
- Contract negotiation
- Adaptability
Additional Information
- Visa Status: Company Visa
Languages
English
Fluent
Hindi
Intermediate
Timeline
Senior Account Manager
RelocateMe
10.2020 - Current
Mobility Consultant and Move Coordinator
Santa Fe Relocation
04.2019 - 03.2020
Client Account Manager
Helpxpat Relocation Services
11.2016 - 01.2019
Relocation Operations Manager
Santa Fe Relocation
09.2015 - 11.2016
Senior Mobility Consultant
Santa Fe Relocation
08.2014 - 09.2015
Mobility Consultant
Crown Worldwide Group
08.2009 - 08.2014
Sales Assistant
ACI Consultancy
06.2009 - 07.2009
Financial Consultant
HDFC Life
06.2008 - 05.2009
Bachelor of Commerce Degree - Accounting and Business/Management
St. Andrews College of Arts Science and Commerce
2006 - 2009
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