Alaa El Kanj

Experienced and results-oriented Executive with over 10 years of expertise in delivering exceptional customer service across real estate, hospitality, and luxury retail sectors. Skilled in managing high-volume client inquiries, resolving complex issues, and ensuring consistent customer satisfaction. Adept at utilizing CRM systems (Salesforce, EPMS) to track and manage client interactions, while proactively addressing concerns related to property transactions, construction delays, and service recovery.

Known for building and maintaining strong client relationships, improving customer retention, and driving business growth through superior service delivery. Strong communication and problem-solving abilities with a focus on upholding company standards and enhancing brand reputation.

Contracts Executive / Documentation Department - Azizi Developments LLC - Conrad hotel, office 803, Dubai, UAE

(2024-09)

• Manage and respond to client inquiries via multiple communication channels, including email, phone, and in-person at the front desk, ensuring timely and professional resolution of issues.
• Handle Sales requests related to SPA preparation and verification with owner property Registrations, title deeds, maintaining high levels of accuracy and customer satisfaction.
• Collaborate with cross-functional teams, including legal, admin, customer care and sales, to ensure seamless customer service and efficient issue resolution.
• Track and document all client interactions and issues in the CRM system, ensuring accurate and up-to-date records for effective follow-up and reporting.
• Provide regular updates to management on customer feedback, common issues, and potential improvements in service delivery.
• Coordinate and participate in property-related events and meetings, providing clients with personalized assistance and updates.
• Ensure a consistent and professional customer experience by maintaining product and service knowledge, and offering proactive solutions to client needs.
• Assist in the development and implementation of customer service policies and best practices to improve overall client experience and operational efficiency.

Customer Relations Executive - JW Marriott Marquis - Dubai, UAE

(2021-09 - 2024-08)

• Served as the main point of contact for guest ownership members, managing inquiries and annual engagements.
• Coordinated guest relations efforts and special events, supporting customer loyalty and brand enhancement.
• Maintained accurate records in the CRM system and supported the loyalty program processes.

Retail Sales Supervisor - Villeroy & Boch - Mall of the Emirates, Dubai, UAE

(2018-12 - 2021-08)

• Led a team of sales staff, monitored KPIs, and optimized daily retail operations.
• Provided coaching and direction to achieve individual and team sales targets.
• Ensured excellent customer service delivery aligned with premium brand standards.

Senior Sales Executive - Al Tayer Group (Bloomingdale's, Dubai Mall) - Dubai, UAE

(2012-08 - 2018-04)

• Specialized in luxury home furnishings and accessories.
• Delivered a high-end customer experience aligned with brand values.
• Built and nurtured long-term relationships with high-profile clientele.

Diploma - Organization and Management - Tripoli High Institute (1998 - 2002)

High School Diploma - Socio Economics - Tripoli (1997 - 1997)