Bernard Anthony

Pune, Maharashtra, India

Mob: +91-779*******

Email : ad3umr@r.postjobfree.com

EXPERIENCE :

Al Waleed Real Estate, Dubai, UAE

**** – 2013

Customer Relations Manager

Administered the daily operations and financial aspects of properties by directing and guiding the

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sites’ staff.

Responsible for the supervision of a staff of Seventeen people within the Organization

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Framework.

Responsible for the recruitment and training of Maintenance staff.

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Managed the needs/requirements of high revenue commercial accounts through extensive follow

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up procedures

Performed market research surveys amongst client base to seek feedback on sales techniques,

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follow up methods and quality of after sales service

Improving customer service based on client feedback through the development of new policies

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and procedures.

Successfully handled all public relations issues

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Inspected the sites regularly to ensure compliance with the organization’s established policies,

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safety measures and quality standards.

Managed the financial operations of various properties and ensured that all its requirements or

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payments for mortgages, taxes, maintenance, insurance premiums and others are done on time.

Represented the firm in the market for carrying out all business operations from managing the

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finances of a property and maintaining financial reports to managing the advertisements of

properties.

Assisted clients in evaluating different techniques to increase value of their investments.

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Guided customers throughout the process of purchase, from registration to payment, and advised

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them on maintenance as well.

Sorted out clients complaints and grievances effectively in a professional manner.

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Documented and reported all financial transactions related to condition of property taxes and rent

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to clients.

Assisted clients in managing monetary transactions like transferring money and rent from one

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account to other.

DEBT COLLECTION

• P lan, direct, coordinate and monitor all aspects of customer relations and debt

collection.

• Establish and maintain regular relationship and contact with our UAE and

i nternational customers by way of meetings, calls and correspondence.

• Respond to customer enquiries attending to their visits, calls and correspondence.

• Review customer requests, proposals or complaints and recommend resolution in

coordination with line management

• E nsure records are maintained in EPMS/CRM systems of all customers and

agreements and updated with all changes in customer details and agreement amendments.

• A dhere to RERA regulations, local laws, corporate policies and procedures and terms

and conditions of relevant agreements.

• H andle all customer correspondence, issuance of sale agreements, t ransfers,

addendums and amendments thereof.

• P repare monthly management information reports including payments due and

collection status.

• Supervise and monitor performance of department staff towards achieving corporate

goals.

• Monitor the payment of installments and follow-up vigorously any outstanding

payments sending Payment Notices and Default Notifications as required.

• P lan and manage results of daily calling and collector activity with an objective to

ensure t imely collection of the overdue payments and clear follow up for the next payments

d ues.

• Establish collector goals and ensure their communication on a periodical basis with

an objective of achieving team performance goals.

• M anage supervisory/ management escalations and handle accounts of difficult

customers to ensure resolution of issues and the regularization on such accounts.

• I dentify all critical cases (non-contactable, r isky, suspected fraudulent) action those

t hrough field collections, enforcement, or other suitable action to ensure timely resolution

f rom delinquency.

• Suggest and implement changes in the collections process and provide feedback to

credit policy.

• Co-ordinate with the in house legal department for any default cases that need to be

referred to Real Estate Regulatory Authority(RERA), Dubai, UAE

Leo Dubai Properties, Dubai, UAE

2006 2009

Senior Customer Service & Administration Coordinator(Real Estate Division)

Provided support to the sales team, ensuring all sales and service objectives were met.

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Responsible for customer service in the digital advertisement division, duties included answering

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customer queries, problem solving and providing detailed information on new products

Worked with new customers in the development of new accounts and the implementation of new

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systems

Assisted in the development of new policies and procedures

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Assisted in the training of new customer service representatives and associates

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Performed market research surveys on customer needs and requirements

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Prepared weekly sales reports for the sales team and sales management

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Generated repeat business through successful client follow up

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Norwich Union Insurance, Pune, India

2004 2006

Senior Customer Service & Administration Coordinator

Worked with WNS Ntrance Norwich Union for 1.8 years as a Senior Administrative & Customer

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Service Agent.

Worked with Norwich Union Life, New Business which was a very crucial process of Being a

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senior most agent, I looked into various challenges faced by agents, encouraging them & giving

them appropriate solution.

Dealt with the registering of the policy, right from the inception to the payment of Commission to

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numerous Financial Advisors.

Was constantly aspiring out for various avenues that could help fasten a particular process and

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also recognize a failure mode when there was one and perform a Failure mode analysis within the

process thereby helping the process to excel.

Worked on a voice project which was a very challenging job as it was critical. We had to interact

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directly with the Independent Financial Advisers who bring 90% of business to Norwich Union.

Kumar Builders, Pune, India

1996 2004

Customer Service Branch Manager

• Sales Forecasting and Hard Core Selling and Promotion, via Advertisement and other

publicizing media

Courteously and tactfully converting probable to actual buyers.

Completing legal loan and Government Formalities

• Co ordination with Engineers for the Sites’ progress and thereby making changes as per the

Client’s perspective

Making new schemes for developing and capturing market share.

Conceptualized promotions to increase to sell through in the real estate

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consultants channel.

Administration and management of Personnel.

Training and development of staff to align with the current marketing

needs.

Maintaining daily, weekly, monthly expenses and progress report.

Designed and conducted Team Mapping and building process with client

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groups to increase role clarity and enhance team effectiveness.

Initiated and led the Competency based Feedback process and teamed

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up with the human resource departments to analyze employee satisfaction trends and identify

specific development needs and recommended interventions to increase organizational

effectiveness.

Qualification gained:

M.Com(1st Year) in 1996 from Pune University, India

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B.Com in 1995 from Pune University, India

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International English Language Testing System(IELTS) from British Council, Dubai, UAE in 2011

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Certified by RERA, Dubai

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Computer Literacy:

Well versed in MS office that includes MS word, MS excel, Power Point, Outlook express and MS

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access etc.

Well versed in internet operation

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Designed and Developed Maintenance Software, Real Estate Software, Master Client Information

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Base Software, & Medical Transcription Software.

Strength:

Hardworking

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Enthusiastic

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Can perform under pressure

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Can execute a task within a short time

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Fast learner

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Weakness:

Compromising with working hour for generating desired result

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Achievement:

Consistent performance despite facing odd situations

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Garnered valuable knowledge at every stage of professional life

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Goal:

Become an asset of a company

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Deliver better quality

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Why should I be selected:

Maintain punctuality in professional life

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Vast experience in this sector

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Can execute task under pressure

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Contact this candidate