SWEETY DSOUZA
Dubai,UAE
Summary
Resourceful, focused and dedicated senior customer service professional with over ten years of experience providing exceptional customer support services in Real estate and banking industries. Combined with strong organizational and document management skills and the ability to adapt and perform. Committed to driving positive outcomes and enhancing service delivery.
Overview
16
16
years of professional experience
2012
2012
years of post-secondary education
Work history
Senior Customer Relations Executive
DAMAC Properties
Dubai, United Arab Emirates
03.2024 - Current
- Managed end to end relationships with Elite clients by providing customized services that align with their expectations
- Developed and implemented proactive strategies to anticipate and address customers' concerns, resulting in outstanding Customer Satisfaction rating as well as a notable reduction in escalations
- Handled a diverse portfolios, Transfer of Ownership, Refunds, Funds Transfer, Deceased customers and Title Deed cases while ensuring meticulous attention to detail, seamless process synergy, and accurate documentations
- Collaborated with inter-departments (Audit/Sales/Finance/IT) teams to identify up-sell opportunities, meet sales targets, avoid bottlenecks & process deviations and enhance overall customer experience.
- Serve as a primary point of contact/escalation for the team on customer interactions, to address and resolve complex Customer queries
- Managed post-sales client engagement, overseeing end-to-end journey from contract finalization to unit handover, ensuring seamless communication, timely documentation, and high customer satisfaction
Customer Service Officer
Vincitore Realty Development LLC
Dubai, UAE
05.2023 - 02.2024
- Verified investor KYC and processed property documentation, including booking forms and lease agreements.
- Coordinated with investors and internal teams to ensure smooth contract processing and timely communication.
- Prepared invoices and confirmed fund allocations for unit purchases and ownership transfers.
- Handled client inquiries and after-sales requests, including ownership changes, cancellations, and refunds.
- Collaborated with Finance on receipt issuance, SOA requests, and payment plan guidance.
Customer Service Coordinator
Expo 2020
Dubai
08.2021 - 03.2022
- Resolved up to 180 daily customer inquiries, maintaining a 98% satisfaction rate through efficient issue handling.
- Provided tailored recommendations by staying informed on current events and offerings.
- Collaborated with a team of six to compile detailed customer interaction reports for performance insights.
- Managed monthly team rosters to optimize coverage and enhance service delivery.
- Processed ticket sales via online bookings, recorded transactions in CRM, and submitted daily sales reports to operations.
Mortgage Advisor
My Mortgage LLC
Dubai
03.2021 - 07.2021
- Initiated contact with prospective clients to assess financial backgrounds through calls and meetings.
- Identified client needs and recommended suitable mortgage products in compliance with bank policies.
- Prepared detailed mortgage proposals outlining terms, rates, and tenure using broker portal tools.
- Coordinated end-to-end communication with clients, banks, internal teams, and agents until fund disbursement.
Customer Service Executive
First Abu Dhabi Bank
Dubai
09.2018 - 05.2020
- Served as the primary contact at the branch, managing customer queries, requests, and on-boarding processes.
- Cross-sold financial products to new and existing clients, contributing to branch sales targets.
- Resolved complaints and ensured follow-ups, driving customer satisfaction and improving NPS scores.
- Processed financial documents and service requests using CRM, T24, and BPMS systems, ensuring accurate fee application.
- Handled KYC updates, account activation, and e-Dirham card services, coordinating with Risk & Fraud teams and government portals.
Contact Centre - Outbound Agent
Dunia Finance LLC
Dubai
02.2017 - 08.2018
- Delivered professional and tactful service, ensuring a high standard of customer experience.
- Conducted outbound sales calls for loans and credit cards, consistently meeting sales targets.
- Managed loan application processing, coordinating with clients and credit teams for approvals.
- Handled document collection and submission, including scanning and uploading verified forms for final approval.
Client Relations Executive
Danube Properties Development LLC
Dubai
09.2015 - 09.2016
- Closed deals on studio apartments by converting walk-in and existing clients, while cross-selling to investors.
- Served as the first point of contact via walk-ins, calls, and emails, generating leads and sharing project details.
- Managed end-to-end sales documentation, including reservation forms, SPAs, OQOOD, and payment receipts.
- Handled payment collections through cash, cheques, and bank transfers, issuing receipts to clients.
Cabin Crew
Oman Air
Muscat
09.2009 - 12.2014
- Delivered exceptional service to passengers, achieving 96% positive feedback.
- Ensured in-flight safety by effectively managing conflicts and following established procedures.
Education
Bachelor's Degree - Commerce
St. Agnes College
06.2005 - 06.2008
BTEC (HNC) Diploma - Aviation, Hospitality & Tourism
Frankfinn Institute of Aviation
IndiaSkills
- Customer success management
- Customer engagement strategies
- Salesforce platform proficiency
- Account management
- Performance reporting
- Portfolio growth
- Customer relationship management
- Microsoft Office
- Power bi
- Working knowledge of CRM
- Working knowledge of T24
- Working knowledge of Customer Connect
- Working knowledge of BPMS
- Working knowledge of SharePoint
- Time management skills
- Excellent organizational skills
- Good communication & Interpersonal skills
Languages
English
Fluent
Hindi
Fluent
Timeline
Senior Customer Relations Executive
DAMAC Properties
03.2024 - Current
Customer Service Officer
Vincitore Realty Development LLC
05.2023 - 02.2024
Customer Service Coordinator
Expo 2020
08.2021 - 03.2022
Mortgage Advisor
My Mortgage LLC
03.2021 - 07.2021
Customer Service Executive
First Abu Dhabi Bank
09.2018 - 05.2020
Contact Centre - Outbound Agent
Dunia Finance LLC
02.2017 - 08.2018
Client Relations Executive
Danube Properties Development LLC
09.2015 - 09.2016
Cabin Crew
Oman Air
09.2009 - 12.2014
Bachelor's Degree - Commerce
St. Agnes College
06.2005 - 06.2008
BTEC (HNC) Diploma - Aviation, Hospitality & Tourism
Frankfinn Institute of Aviation
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