Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
MARYUM TABASSUM

MARYUM TABASSUM

Customer Service & Tenant Relations Specialist

Summary

To utilize my communication and potential skills and contribute innovative ideas in a challenging and dynamic environment that fosters and rewards positive attitudes, proactive work styles and shared goals and to be a part of a team that “Wants to make a difference” and is driven by “the will to succeed”.

Overview

16
16
years of professional experience
14
14
years of post-secondary education

Work History

Tenant Relations & Customer Service Specialist

BurJuman, Reef Mall
06.2014 - 10.2022
  • To oversee the Tenant Relations & Customer service departments (30 employees) for both BurJuman & Reef Mall to achieve standardization in performance protocols, trainings, policies & procedures.
  • Supervised daily operations of property i.e 400 units in accordance with corporate policies and procedures.
  • Monitoring tenants to ensure that they are adhering to operational guidelines, during In and out of trading hours.
  • Coordinate with Service Departments on requirements relating to FM Teams – Engineering, Housekeeping & other soft facilities requirements
  • Operational responsibility for the Security services, Tenant relations and Customer services.
  • Welcoming & briefing the new tenants on operations of the property
  • Communicating the general operational guidelines related to tenants & monitor adherence to these guidelines
  • Coordinate with Security to raise daily weekly Incident Reports to the Head of Concerned Departments to ensure all management are fully informed of operational issues pertaining to BurJuman
  • Representing the higher management on different platforms like mall promotions, entertainments and events
  • Delegate duties and monitor team's activities and administrative issues of the department to ensure objectives are being met in accordance with set standards and timelines
  • To identify and implement strategies to improve quality of service, productivity and profitability through liaising with company management to support & implement growth strategies
  • To ensure that the needs of tenants & customers are being satisfied
  • To be responsible for solving all tenants & customers queries and complaints in a pro-active manner in line with company standards and procedures
  • Responsible of mall facilities and services information that are provided to the CSR are accurate and up to date
  • To update and amend the tenant operational guidelines & customer service manual and to monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement & implementing those improvements to the satisfaction of internal and external customers
  • To prepare work schedules for the team to ensure optimum coverage of desk at all the times and mall duty manager to be in operation hours.

Program Consultant cum Administrator

London School of Business & Finance
01.2012 - 06.2014
  • Handling 50-60 students enquiries regarding different programs from potential students.
  • Help arrange and co-ordinate meetings and events.
  • Working on Microsoft Dynamics CRM – Sales
  • Account managing and task of developing business through meeting agents, partner (Schools, Colleges & Universities).
  • Prepare minutes of meeting and send them to director as well as concerned customer.
  • To ensure the provision of excellent customer service both face to face, via email, and over the telephone.
  • To LSBF’s students, agents and partners whilst also having the ability to process and secure admission applications to LSBF.
  • Making daily reports of calls & visits and email it to regional manager
  • Making formats & handling attendance manually and email attendance summary on daily basis
  • Handling with petty cash, finance voucher and maintain on excel sheet and email it to Head office
  • Travel arrangement: arraigning Ticketing, Hotel accommodation and transportation for staff

Executive Secretary

Elixir Securities Pakistan
09.2009 - 12.2011
  • Handling & Filling of all documents for CEO
  • Scheduling of Appointments, Meeting& Interviews for CEO
  • Email correspondence & typing miscellaneous letters for CEO & other HODS
  • Update client list & folder for CEO & Director sales
  • Keeping Lunch/Dinner & Miscellaneous expenses of CEO and other staff as well
  • Making formats & handling attendance manually and email attendance summary on daily basis
  • Maintain Security door access, Attendance system, Operation program etc
  • Issue stationery on Demand slip to staff and maintain record on Excel sheet
  • Maintain stock of Stationery, Kitchen items, Janitorial items etc
  • Printing of Envelopes, Letterhead, Accounts opening forms, Visiting cards and greeting cards
  • Place orders of Office Equipment’s& Meeting with correspondence vendors
  • Follow up and payment of all Newspaper bills, Mineral water bills, Landline.
  • Deal with payment vouchers & get approval of them from COO
  • Survey/Insurance Cars: Contact call center for complains & workshop regarding the claims
  • Travel arrangement: arraigning Ticketing, Hotel accommodation and transportation for staff.

Assistant Front Desk Manager

British Deputy High Commission
02.2007 - 08.2009
  • Daily log of calls: Attending queries of clients/Customers & forward it to the concerned person
  • Deal with Guest: All incoming & walk in customers and give information to them
  • Help queries with all visa related such as: Submission of Application, Renewal, Status of Visa, and Refusal
  • Deal with all the internal documentation and memo
  • Help database department to send email to customers for their inquiries and visa collection
  • Issue security pass to visitors and manage security fingerprint data and system

Education

Master of Business Administration -

Cardiff Metropolitan University
London UK
01.2021 - Current

Bachelors of Commerce – Advance - Cost Accounting, Management, Marketing Principle & Communication

Karachi University
Pakistan
03.2007 - 08.2010

H.S.C - Engineering

Board of Intermediate

Skills

Interpersonal

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Timeline

Master of Business Administration -

Cardiff Metropolitan University
01.2021 - Current

Tenant Relations & Customer Service Specialist

BurJuman, Reef Mall
06.2014 - 10.2022

Program Consultant cum Administrator

London School of Business & Finance
01.2012 - 06.2014

Executive Secretary

Elixir Securities Pakistan
09.2009 - 12.2011

Bachelors of Commerce – Advance - Cost Accounting, Management, Marketing Principle & Communication

Karachi University
03.2007 - 08.2010

Assistant Front Desk Manager

British Deputy High Commission
02.2007 - 08.2009

H.S.C - Engineering

Board of Intermediate
MARYUM TABASSUMCustomer Service & Tenant Relations Specialist