Shimaa Mahmoud
Business Manager
Dubai
Summary
Goal-oriented assistant manager with distinguished experience in Real Estate, Hospitality and Property Management industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Government and Corporate Solutions Executive
Dubai Holding- Part Time Contract
Dubai
10.2022 - Current
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked within applicable standards, policies and regulatory guidelines to promote safe 100% working environment.
- Increased customer satisfaction by resolving issues.
Resolved conflicts and negotiated mutually beneficial agreements between parties. - Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to 200+ customers per day, handled concerns quickly and escalated major issues to managers.
- Dealt with customers to understand needs and provide excellent service.
- Explained visa rules and regulations to comply with Dubai Development Authority standard.
- Communicating with clients and understanding their immigration requirements.
- Helping clients in gathering and reviewing submitting required documents.
- Keeping up to date with industry changes and any alterations to immigration laws.
- Advising clients on medical check-ups and any other procedures required.
- Maintaining accurate record and invoices for services provided
Submitting documents to respective authorities on behalf of clients. - Establishing 50+ new companies and their government licenses.
- Drove operational improvements which resulted in savings and improved profit margins by 85%
Business Manger
Swanky Commercial Brokers
Dubai
10.2020 - 09.2022
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
- Supported 60+ business management projects by monitoring and tracking risks, issues and action items.
- Spearheaded recruitment and hiring process and compiled training materials for new and existing team members.
- Assisted with hiring process and training of 50+ new employees.
- Scheduled meetings with supervisors to identify business obstacles, establish 100% financial goals and tailor products to individual markets.
- Improved business profits by 98% through innovative cost containment and revenue generation techniques.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Researched industry and marketplace trends to enhance sales techniques with 20% and meet customer needs.
Client Relationship Assistant Manager
Meraas
Dubai
10.2016 - 10.2020
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes and other information.
- Directed client interface with established contacts in conjunction with executive management.
- Facilitated review and approval of contractual documents and budgets in accordance with relevant policies and procedures.
- Received, reviewed and processed procurements and other contractual requirements for supplies and services.
- Grew 20+ team by sourcing well-qualified employees using new recruitment strategy.
- Increased business profits 98% by streamlining processes and trimming unnecessary positions.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Implemented quality management system, clarified roles of members and introduced new processes to boost quality across departments.
- Trained 30 + new employees in customer service script recitation, conflict resolution, and data entry practices.
- De-escalate 50+ situations involving dissatisfied customers, offering best solution to company client.
- Collaborate with 20+ other departments to improve customer satisfaction.
- Assists 85+ daily customers, tenant and property owners with answers by providing guidance via e-mail, telephone and webchat.
- Identify opportunities to increase efficiency and effectiveness and reduce costs by 30%.
- Conducted workload assessments and devised new operational processes that led 40% increase in productivity.
- Handle 90+ customer interactions per day, giving detailed, personalized, friendly, and polite service to assure customer retention and satisfaction.
Senior Customer Service Executive
Emaar Properties
Dubai
05.2014 - 09.2016
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Resolved issues by clarifying 100% customer's complaints, determining causes of problems and selecting best solutions.
- Developed and implemented various strategies, increasing productivity 98%.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Conducted surveys to determine customer opinion of products and services.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Reduced process inconsistencies 97% and effectively trained 30 team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Effectively communicated with customers about account changes, new products or services and potential upgrades.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
Trained staff on operating procedures and company services.
Delivered prompt service to prioritize customer needs.
Tenant Relations Officer
Emaar Malls
Dubai
03.2009 - 09.2014
- Acted as professional liaison between tenants and personnel in management office.
- Processed rent collection invoices, billing and other charges in accordance with tenant lease agreements.
- Maintained positive relationships with tenants and vendors by using 100% active listening and effective interpersonal talents.
- Supervised daily operations of property in accordance with corporate policies and procedures.
- Distributed 300+ incoming mail, packages and memos to tenants and prepared all outgoing mail for pickup.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
Education
BBA - Accounting And Business Management
Ain Shams University
Egypt 09.2005 - 09.2009
Skills
Interpersonal and client communications
undefinedTimeline
Government and Corporate Solutions Executive
Dubai Holding- Part Time Contract
10.2022 - Current
Business Manger
Swanky Commercial Brokers
10.2020 - 09.2022
Client Relationship Assistant Manager
Meraas
10.2016 - 10.2020
Senior Customer Service Executive
Emaar Properties
05.2014 - 09.2016
Tenant Relations Officer
Emaar Malls
03.2009 - 09.2014
BBA - Accounting And Business Management
Ain Shams University
09.2005 - 09.2009
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