Mehroz Afzal Butt
Dubai
Summary
As an Operations Manager, I excel at optimizing processes, enhancing customer experiences, and driving business growth. With expertise in property sales, client communication, and strategic marketing, I ensure smooth transactions, resolve concerns promptly, and uphold high service standards. I collaborate across teams to streamline workflows, ensure compliance, and deliver exceptional service that builds long-term customer relationships. I am dedicated to using innovative strategies to exceed business goals and elevate client satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Manager
Billionaire Homes
09.2022 - Current
- Lead a team of 30 employees, overseeing CRM (Bitrix) management, social media strategy, and Facebook/Meta ads to drive engagement and brand growth
- Optimize Bitrix CRM to improve client relationship management, automate workflows, and streamline communication
- Develop and execute social media marketing strategies to boost brand visibility and audience engagement
- Manage Facebook and Meta ad campaigns, driving targeted traffic and conversions
- Ensure compliance with RERA regulations, minimizing risks and maintaining high service standards
- Collaborate with HR, external agencies, and internal teams to streamline workflows and improve operational efficiency
Relationship Manager - Customer Care
Emaar
07.2016 - 08.2022
- Managed high-net-worth clients with a portfolio of AED 5 billion, ensuring seamless transactions and fostering long-term relationships
- Provided efficient query resolution and effective request closures, maintaining a high standard of customer service
- Oversaw property transactions, including registration, payments, collections, handovers, rentals, sales, and property management
- Consistently met KPIs while adhering to company policies, ensuring quality service and customer satisfaction
- Coordinated with Accounts, Sales, Legal, Projects, Community Management, and Property Handover teams to resolve client complaints efficiently
Customer Relations Executive
DAMAC Properties
09.2014 - 06.2016
- Managed walk-in clients, ensuring seamless communication through follow-up calls and emails to enhance customer engagement
- Oversaw property transactions, including registration, handovers, installment payments, collections, hospitality, and rentals, ensuring a smooth and efficient process
- Resolved client concerns promptly, fostering long-term relationships and ensuring customer satisfaction
- Collaborated with Legal, Facilities Management, Finance, Hospitality, Compliance, and Handover teams to provide comprehensive customer support and swift resolution of inquiries and complaints
Customer Relations Officer
Mashreq Bank
11.2012 - 08.2014
- Sold credit card insurance to existing customers, leveraging strong sales and communication skills
- Maintained a 15% retention rate by handling credit card cancellation requests effectively and preventing business losses
- Resolved customer complaints within agreed service levels, ensuring high customer satisfaction and retention
- Built strong relationships with customers, addressing their concerns and providing tailored solutions
Education
MBA - Marketing
Pak AIMS - The Institute of Management Sciences
Lahore, Pakistan12.2010
Skills
- Complaint Management
- Planning and implementation
- Problem-solving
- Workflow optimization
- Client relationships
Certification
The Fundamentals of Digital Marketing
Languages
English
Urdu
Timeline
Operations Manager
Billionaire Homes
09.2022 - Current
Relationship Manager - Customer Care
Emaar
07.2016 - 08.2022
Customer Relations Executive
DAMAC Properties
09.2014 - 06.2016
Customer Relations Officer
Mashreq Bank
11.2012 - 08.2014
MBA - Marketing
Pak AIMS - The Institute of Management Sciences
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