Ibrahim Yousef

Property Operations, Facilities Management, Customer Engagement, and Real Estate Operations across the UAE.

Currently serving in Senior level in Customer Engagement at Dubai Holding Community Management, with previous experience at Nakheel Community Management and Nakheel PJSC.

Proven expertise in resident relations, service charge administration, stakeholder management, CRM systems, after-sales services, complaint resolution, and community operations.

Skilled in Oracle, Salesforce, Urbanise, and Farvision, with a strong track record of enhancing customer satisfaction, streamlining operational processes, and supporting large-scale residential and mixed-use communities.

Recognized for strong leadership, team support, and problem-solving abilities, with extensive experience managing customer interactions across phone, email, chat, social media, and face-to-face channel

Senior Executive – Customer Engagement

Dubai Holding Community Management, Dubai, UAE

May 2024 – Present

Act as the primary point of contact for homeowners, tenants, and stakeholders regarding community-related inquiries, requests, and escalations.

Handle customer complaints and service requests while ensuring timely resolution in accordance with company standards and service level agreements.

Support service charge administration by providing account clarifications, payment guidance, and coordination with relevant departments.

Coordinate with internal teams, contractors, and service providers to ensure smooth community operations and high service quality.

Facilitate communication between residents, Owners Committees, and management teams.

Monitor customer feedback and identify opportunities to improve resident satisfaction and service delivery.

Maintain accurate records through CRM systems and prepare operational and performance reports when required.

Recognized as Customer-Centric Champion for Q1 and Q2 2025 for outstanding customer service and resident engagement.

Executive – Customer Engagement

Nakheel Community Management, Dubai, UAE

October 2023 – May 2024

Managed day-to-day customer interactions and provided support to residents across multiple communities.

Assisted in organizing community events, awareness campaigns, and resident engagement activities.

Maintained and updated customer records using Oracle, Urbanise, and Farvision systems.

Issued community notices, announcements, and official communications.

Coordinated with various departments to ensure customer concerns were resolved efficiently.

Supported Owners Committee meetings and followed up on action items and resident feedback.

Focal Point – Commercial Services

Nakheel PJSC, Dubai, UAE

April 2021 – May 2024

Served as the central point of contact for property owners, brokers, developers, and business partners.

Processed ownership updates, Oqood registrations, SPA amendments, NOCs, and property-related documentation.

Assisted customers throughout resale, transfer, and handover processes.

Coordinated with internal departments to ensure accurate and timely completion of transactions.

Handled high-volume customer requests while maintaining service quality and compliance standards.

Successfully resolved more than 300 complex ownership and property-related cases annually.

Customer Care Representative

Nakheel PJSC, Dubai, UAE

May 2017 – April 2021

Delivered customer service through phone, email, walk-in interactions, and digital channels.

Assisted customers with inquiries related to properties, payments, ownership records, and company services.

Investigated customer complaints and coordinated with relevant teams for resolution.

Monitored service requests and followed up to ensure customer satisfaction.

Supported new team members through training and daily operational guidance.

Contributed to achieving departmental customer satisfaction and service quality targets.

Senior CSR & Front Desk

MAB Facilities Management, Dubai, UAE

May 2016 – May 2017

Managed front desk operations and provided customer support to residents, visitors, and clients.

Coordinated maintenance requests and followed up with facilities teams to ensure timely completion.

Responded to customer complaints and escalated critical issues when necessary.

Maintained service records and prepared daily operational reports.

Assisted in improving customer satisfaction through proactive communication and service follow-up.

Customer Care Representative

Dallas Travel & Tourism, Jordan

July 2015 – October 2015

Assisted customers with flight bookings, hotel reservations, visa inquiries, and travel packages.

Processed reservations using Amadeus and other travel systems.

Supported corporate and individual clients with travel arrangements.

Handled customer inquiries and provided travel information and recommendations.

Ensured accuracy of booking records and travel documentation.

Customer Experience Evaluator (Part-Time)

CXG – Luxury Mystery Shopping

May 2023 – Present

Conduct mystery shopping assessments for international luxury brands across retail, hospitality, and service sectors.

Evaluate customer experience, service quality, staff knowledge, and compliance with brand standards.

Prepare detailed reports with observations and recommendations for service improvement.

Assess sales techniques, product presentation, and customer engagement practices.

Support global brands in identifying opportunities to enhance customer satisfaction and operational excellence.

EDUCATION

Training Diploma in Airports Management & Aviation Science

University of Jordan, Jordan | 2014 – 2015

CERTIFICATIONS

M-100 Community Association Management Certificate (CAI)

Cabin Crew OJT Basic Course

ICDL – International Computer Driving License

Customer Service Excellence & 5-Star Service Training

Conflict Management & Emotional Intelligence

Telephone Confidence & Professional Email Etiquette

PROFESSIONAL TRAINING

Customer Experience (CX) & Resident Engagement

Complaint Handling & Service Recovery

Community Management Operations

CRM Systems (Oracle, Salesforce, Urbanise & Farvision)

Stakeholder & Relationship Management

Service Charge Administration & Customer Relations

Communication & Team Leadership Skills