Aptech Education

Annamalai University

R V Girls High School

Certified Community Manager at Three60 Communities

Three60 Communities

Community Manager

Responsibilities – Portfolio Management•	Manage a residential and retail community of mixed-use complex in Dubai Marina, UAE.•	Recommend and administer policies and procedures in accordance with the objectives of mixed-use tower•	Ensure full compliance and implementation of Jointly Owned Property Laws.•	Provide leadership to respective team members through the clearly defined set of team and individual objectives, performance appraisal frameworks and drive motivation of resources towards business objectives achievement.•	Work closely with Facilities Management, MEP contractors, and third-party contractors to effectively deliver appropriate and on-time services to the community•	Overlooking third-party contractors’ performance, ensuring efficient and timely work performance•	Take part in assisting major community improvements and/or projects•	Supervise and participate in the development and administration of community database•	Organizing and attending regular Board Meetings.Responsibilities – Communication/Correspondence•	Liaise with government authorities and departments including but not limited to DLD, RERA, Dubai Civil Defense, Dubai Municipality, Economic Departments, RTA and Dubai Police•	Respond and resolve critical/escalated stakeholder inquiries and complaints.•	Prepare and distribute agendas, minutes of both board meetings and general assembly meetings.•	Prepare and issue notices, letters, and other formal written correspondences.•	Develop and publish Homeowner’s manual, Community Rules, NOC’s and other related documents.•	Prepare, publish and organize the distribution of community notices.•	Coordinate regularly with developer representative/s, auditors, lawyers, board members and homeowners•	Prepare and post management reports on the community portal.•	Establish frequent communication with residents via community portal (My Community/My Strata Portal).

Mansions Owners Association Management

- Assign priority, after analyzing the nature and severity of created service request for reported fault received through various front end platforms (Call Center / iPad Stations / Smart Devices / Front Desk Stations in various levels etc) in Enterprise Asset Management Software Maximo which is integrated with Oracle E-Business Suite 12.1.•	Liaising between elite high profile clientele (Apartment Owners / Tenants / POA Representative) and internal EMAAR Technical Service Department to organize survey and diagnose of reported concern for preparation of quotation. Verification is done with PQA (Property Quality Assurance) Department to check if the apartment is still covered under DLP (Defective Liability Period).•	Submit quotation and negotiate with Owner / Tenant and internal department on estimate amount in quote. After final negotiation and approval, a Work Order is created in Oracle E-Business Suite 12.1 / Maximo for a mutually agreed work execution date between concerned service providers and Owners / Tenants.•	Follow up with advance payment towards the Work Order with Apartment Owner / Tenant. For those apartments still covered under DLP (Defective Liability Period) an approval is sought with PQA (Property Quality Assurance) Department on quote estimate and PR (Purchase Request) is created for the same.•	Follow-up with Finance Department for final invoice after rectification of reported fault. Submit the final invoice to Owner / Tenant and follow-up for payments. For apartments covered under DLP, the relevant PR details are uploaded to close Work Order in the system.•	Obtain feedback from Owners / Tenants with regard to rectification of reported fault and to address their feedback to corresponding departments. To ensure that services offered are in line with client requirements and is improved on a continuous basis in the most cost-effective manner. To ensure that all procedures followed from start till end of work flow are in line with SLA (Service Level

Emaar Properties PJSC - Burj Khalifa

Back Office Operations Head - Property Management at Burj Khalifa

- Ensure the effective delivery of Help Desk function, associated KPI’s in terms of responsiveness and overall client satisfaction with the helpdesk service, ensure the most cost effective means of repair is undertaken for reported building faults whilst keeping Client and contractors’ safety as the foremost consideration & ensure that contentious issues are appropriately escalated to the relevant personnel.•	Refer and follow-up daily reactive and preventative maintenance tasks assigned to internal resources (site based staff) and external resources (suppliers & sub-contractors) for their timely completion as per contractual requirements and associated KPI’s. •	Liaising with personnel at various sites, especially site based admin staff to ensure client requests that can be managed/attended to by internal site based resources are processed efficiently, liaising with sub-contractors and external service providers at various sites, to ensure client requests that are attended to by external resources are processed efficiently.•	Assist to liaise with personnel at various sites, to ensure helpdesk related processes and procedures are amended as required to achieve contract specific deliverables, Call Productivity - Ensure Client calls are answered in a timely manner.•	Fault Logging - Faults are accurately logged and allocated to the correct party for rectification whilst reflecting client KPI’s and scope, follow up - Faults are followed up to completion in line with Client expectations, provide meaningful reporting to demonstrate levels of service for the Help Desk and individual contracts.•	 Continually seek ways to improve business processes and procedures pertaining to the helpdesk, CMMS and overall customer service to ensure that client satisfaction is improved on a continuous basis and in the most cost-effective manner and assist to prepare Helpdesk related documentation, processes and procedures in accordance with the Multiplex QMS (Quality Management System).

Brookfield Multiplex Services

Customer Service Officer

- To attend Client’s call, answer to their queries and concerns and feed their complaints in to the database using unique software Concept 500 System. To inform and familiarize the concerned Technicians / Subcontractors about the Client’s complaint, location and problems.•	To update the same in Concept 500 System and the same is followed up on a regular basis until the complaint is rectified by the concerned Technicians / Subcontractors. As per the feedback from Technicians / Subcontractors, Purchase orders will be prepared for any materials required.•	Crystal reports, updating completed jobs and other information on timely basis, Handling and preparing minutes of meeting, monthly reports, documentation and follow up.Maintaining outgoing and incoming correspondence files and mails, manage output workflow and office deadlines, schedule appointments and meetings, making travel arrangements, receive and convey accurate and timely messages from telephone callers, and answer queries where possible.

EMCOR Facilities Services

Customer Service Support

- Manage and coordinate with Dun & Bradstreet UK clients. Update DNB Clients business records & generate credit report. Responsibility includes selling the appropriate package of credit report for credit reference, marketing and debt for business customers to existing customers UK, in the most economical, profitable and time bound way. •	Update the Clients business status and to be in constant information of business like Business name, present Address, contact phone numbers, E-mail ID, Web address, Mangers & proprietors name, Bank details, Annual sales turn over location etc. as well as to continuously check the credit worthiness of the clients in credit report•	Major accomplishments include The Best Performance Executive Customer Representative-Management appreciation for exceeding the performance expectation, in addition to several customer appreciations as well. I was always rated the best performer

IBM India Pvt Ltd

Executive Customer Representative Management

- Manage and coordinate, motivate and handle the entire Team of Customer Support personnel. To coach, familiarize and conduct awareness programs of the products and schemes to new agents, with the optimum standards set forth by the IT Industry.•	Responsibility includes selling the appropriate package of credit card protection to existing customers in USA, in the most economical, profitable and time bound way. •	To familiarize the clients about additional Promo’s & Partner Info Promo’s.•	To check the customer status and to be in constant contact with clients through E-mails, update and document their present Address, contact phone numbers, E-mail ID, location etc. as well as to continuously check the credit worthiness of the clients before or during the major life & covered events, Movers LD & LT status.•	Major accomplishments include the appreciation for The Best Quality Agent for exceeding performance expectation in addition to several customer appreciations. I was always a top performer

Ambika Raj