Sumy Sunny
Dubai
Summary
Talented leader with 15+ years of top-notch abilities and experience in the real estate industry and versatile in handling positions such as Human Resources, Office Administration, Executive Assistant to the CEO in the emirate of Dubai. Hold good interpersonal communication and administrative skills, with knowledge in resolving complex customer enquiries and issues. Oversaw business and technical relationships and serve as single point of contact between major stakeholders. Ensure customer satisfaction by responding quickly to customer requirements and developed strategies to resolve issues to enhance customer experience.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Assistant Manager - Administration and HR
RESEARCH OF TECHNOLOGIES AND BIOPHOTONICS LTD
12.2022 - Current
- Ensure the DIFC rules are followed in terms of employee services, company, and building.
- Ensure all employees are on company visas and that salaries are paid on time.
- Monitor attendance and leave.
- Provide assistance to the CEO in scheduling meetings and handling travel requirements.
- Organize company events and interviews.
- Coordinate employee training with training centers.
- Supervise office administration, including rent and utility charges.
- Responsible for arranging employee logistics.
- Provide medical insurance for all employees.
- Arrange business travel for employees.
- Ensures Company's business units are operating in compliance with local government regulations and guidelines
- Keep abreast of updates in processes, guidelines concerning business licensing and permits.
- Ensures accurate and detailed record management for each business unit in relation to legal and administrative requirements.
- Act as the point of contact among executives, employees, clients and other external partners by managing information flow in a timely and accurate manner
- Manage and maintain department petty cash.
- Organize meetings within departments and with external, ensuring meetings are well-planned and necessary arrangements are secured.
- Take the minutes of the meeting and circulate to concerned individuals to ensure alignment with meeting agenda and deliverables.
- Ensure follow-up on agreed action points/ deliverables from meetings and maintain required documentation to record progress
- Create, maintain, and update records and databases with personnel, financial, and other data relevant to the performance of work
- Provide general office support when required, which includes filing, scanning, updating records, etc.
- Manages the purchases of Office supplies,
- Manages the import and export of Research related items and co ordinates with Dubai Customs in the clearance process of such items.
- Maintains the database of all research equipments purchased on behalf of the company and monitors the allocation of such equipments to the researchers.
- Arranges the Building access card as well as the parking access for employees.
- Ensure that the company vehicles licenses are renewed on time.
- Procurement of the company assets such as laptops, computers, Televisions, Printers.
- Setting up of the office from Shell and Core status with office interiors.
- Purchase of Office chairs, offices tables and all furniture and decorative in the office.
- Dealing with the Company licensing authorities such as DMCC, DIFC and SHAMS for renewals, new licenses and for employees services.
- Monitoring the cleaners, receptionists, Office boys and Pantry staff.
Assistant Manager - Customer Relations
Nakheel Properties PJSC
01.2021 - 09.2022
- Managed and maintained relations with customers to improve business.
- Managed the departments daily operation and indulge in critical customer complaints and negotiate to reach to a solution.
- Monitored the team and provides them adequate support and guidance.
- Ensure regular project updates on construction progress till completion is communicated to the customers.
- Handled negotiations and settlements on cancelled and delayed projects.
- Mitigated legal cases with and without court judgements.
- Assessed customer feedback, evaluated areas of improvements & providing critical feedback to associates on improvements and achieving higher customer satisfaction.
- Created business strategies and obtain Management approvals to solve customer requirements.
- Enhanced work process to accomplish smooth operations.
- Coordination with Top Management in presenting critical customer cases for necessary approvals.
- Present updates with reports to Departmental Head.
- Conducted Performance Appraisal for the Team.
- Created Job Description for all customer service roles.
- Team Training and brainstorming for any new tasks assigned to the department.
Customer Relations Supervisor
Nakheel Properties PJSC
05.2007 - 12.2020
- Successfully managed escalated cases involving complex problems requiring collaboration across multiple internal departments in order to achieve favorable outcomes.
- Collaborated with cross-functional teams to address customer concerns and implement effective solutions.
- Provided valuable feedback to management regarding potential improvements to products or services based on customer insights gathered during interactions.
- Implemented creative strategies for engaging with customers via social media platforms resulting in increased brand loyalty and positive online reviews.
- Contributed significantly towards winning prestigious industry awards recognizing outstanding levels of service delivery excellence achieved by our department.
- Ensured the daily operations are running smoothly.
- Trained all the Team members to enhance their skills to improve productivity and enhance the customer service skills.
- Participated in recruitment efforts for Customer Relations team positions, contributing toward building a highly skilled workforce.
- Enhanced customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Increased efficiency within the customer relations team by implementing innovative solutions for common challenges faced during daily operations.
- Handled team performance appraisals.
Customer Relations Executive
Nakheel Properties PJSC
01.2006 - 04.2007
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Played a key role in the implementation of a new CRM system that improved efficiency within the department by reducing manual data entry requirements.
- Consistently exceeded performance metrics in areas such as call handling time, first-call resolution rate, and overall customer satisfaction score.
- Managed high call volumes while maintaining a calm demeanor and ensuring timely resolutions.
- Championed process improvement efforts aimed at reducing average handle time while maintaining high levels of customer satisfaction ratings.
- Developed strong customer relationships through attentive listening, empathy, and clear communication.
- Maintained detailed records of customer interactions to improve future experiences and identify trends or issues needing attention.
- Assisted in training new staff members on company policies, procedures, and best practices for delivering exceptional customer service.
- Participated in initiatives aimed at improving overall team performance and enhancing the quality of support provided to customers.
Sales Administrator
Nakheel Properties PJSC
01.2004 - 12.2005
- Preparing Sales and Purchase agreements for sold properties
- Assisted in the sales launch and supported the sales team in creating customer contacts and booking of units.
- Issuing receipts
- Preparing customer file
- Arranging the customer file to be scanned in the DMS.
- Ensuring to track the units without payments and escalation to the management to terminate the units and release for new sale.
Assistant Sales Administrator
Nakheel Properties PJSC
02.2003 - 12.2003
- Maintaining the data entry of all sold units
- System migration from Asteco booking system to Oracle
- Preparing the customer files for all projects.
Emirates NBD Bank PJSC
10.2001 - 01.2003
- Handled various positions
- Started as Data Entry Operator in HR Department, Executive Assistant to the Operations Manager and Back Office Support to Operations Department.
Education
MBA - Tourism and Marketing Management
Annamalai University
Dubai, U.A.E01.2006
B.COM - Banking and Insurance
University of Delhi
Dubai, U.A.E01.2001
Higher Secondary Education [XII/12th] - Commerce Group - Accountancy, Economics, Business Studies
New Indian Model School
Dubai, U.A.E01.1998
Skills
- MS Excel
- MS Word
- MS Powerpoint
- Outlook
- Sales force
- Oracle
Certification
- 2004, Certificate of Appreciation for the outstanding efforts and professional performance during the sales launch Presented by The Executive Director - Commercial and Operation.
- 2014, Certificate of Appreciation in recognition of outstanding effort, teamwork and support in Cityscape Global 2014 Presented by Chief Commercial Officer.
- 2014, Certificate of Appreciation in recognition of outstanding contribution and volunteer efforts in the sales launch of Deira Island Night souk Presented by Chief Executive Officer.
- 2014, Certificate of Appreciation in recognition of outstanding contribution and volunteer efforts in the sales launch of Warsan Souk Launch. Presented by Chief Executive Officer.
- 2017, Certificate of Appreciation for Exceptional Customer Service. Presented by Director and Deputy Director of Nakheel Customer Service.
Personal Information
- Place of Birth: Dubai, U.A.E
- Gender: Female
- Nationality: Indian
- Visa Status: Employment
Driving License
Valid UAE L/V license
Timeline
Assistant Manager - Administration and HR
RESEARCH OF TECHNOLOGIES AND BIOPHOTONICS LTD
12.2022 - Current
Assistant Manager - Customer Relations
Nakheel Properties PJSC
01.2021 - 09.2022
Customer Relations Supervisor
Nakheel Properties PJSC
05.2007 - 12.2020
Customer Relations Executive
Nakheel Properties PJSC
01.2006 - 04.2007
Sales Administrator
Nakheel Properties PJSC
01.2004 - 12.2005
Assistant Sales Administrator
Nakheel Properties PJSC
02.2003 - 12.2003
Emirates NBD Bank PJSC
10.2001 - 01.2003
MBA - Tourism and Marketing Management
Annamalai University
B.COM - Banking and Insurance
University of Delhi
Higher Secondary Education [XII/12th] - Commerce Group - Accountancy, Economics, Business Studies
New Indian Model School
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