Lani-Rose O. Nicolas

• Lead the strategic, operational, and administrative processes of the Customer Service team covering different facets of the unit such as:

* Inventory Control

* Reservation

* Booking

* Credit Evaluation / Name Check / Table CI/ Full CI

* Project Compliance (Project requirements)

* Contract to Sell preparation

* After Sales Services

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Demonstrated commitment to the organization’s core values, leading by example and fostering a culture of excellence.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints

• Oversees the end-to-end sales administration process of all assigned projects/functions such as but not limited to the following:
• Billing and Collection and Fully Paid accounts
• Sales Contract and Taxes
• Titles and Tax Declaration
• Project updates and initiatives

Specific Duties and Responsibilities:

1. Oversees the day-to-day operations of assigned project teams.

2. Manages project/operating deliverables in line with the standard processes and policies.

3. Tracks, maintains and analyzes reports submitted by the team members. Provide regular reports/updates (including escalated project/operating issues) to Project Manager and Mancom.

4. Tracks, maintains and analyzes client's data and requirements e.g., Salesforce, SAP, My Customer, Salesforce.

5. Responsible in ensuring Projects'/Operations' KRA are met, if not exceeded.

6. Ensures that work loads are distributed evenly and that motivation and performance levels are maintained.

7. Supports team members in providing training and ensures that they have the necessary knowledge and skills to effectively do the assigned tasks or job.

8. Has detailed knowledge of the company's services, processes and policies.

9. Maintains open communication with the internal and external clients e.g., Brand, Sellers, Buyers, Brand Executives, Project Managers, Internal Support Groups.

10. Responsible for ensuring that team members compliance to the Company Code of Conduct and all Company Policies

11. Performs other tasks as may be required

• Manage daily operations of the After Sales Team.
• Handled client inquiries and complaints, provide appropriate solutions and alternatives within the set time frame, and ensure an exceptional customer experience across all interactions by identifying opportunities to enhance customer service.
• Responsible for maintaining clean and accurate CRM data,supporting internal users, and generating reports and analytics.
• Collaborate closely with internal units to keep CRM systems optimized and efficient.
• Process all after sales requests, such as Unit Upgrade/ downgrade, Transfer ownership, Cancellation, Buy-back, Refund.
• Handled concerns on Unit Turn Over, Leasing and other Unit concerns.
• Provide Title, Document, Tax, Tax Declaration and Account Status of buyers.

• Manage Real Estate cases / transactions timelines and details, ensuring everything progresses smoothly from case creation to closing.
• Keep track of all transactions documents in the client database for monitoring and notifying clients of important deadlines, complying with legal procedures, and planning appointments and final walkthrough.
• Responding to client inquiries, answering phone calls, and handling emails.
• Handled the over-all After Sales Concerns of Avida Land Corp. buyers.
• Preparation of Monthly Report

• Assist, prepare, and monitor over-all master lists covering client data and docket status in coordination with the Sales Documentation group
• In-charge of the immediate endorsement of client’s docket for Contract preparation
• Handled the over-all monitoring of Vertical projects for validation of qualified accounts that are eligible for incentive.
• Prepare documents qualified for Loan Take Out/