Haroon Rasheed

Results-driven Residential Operations & Customer Experience Manager with proven expertise in property management, resident relations, and PropTech integration across multi-site residential portfolios. Skilled in building customer support functions from the ground up, developing scalable operational SOPs, and managing facilities, maintenance, and vendor networks across 70+ residential properties (500+ units). Adept in lease administration, move-in/move-out coordination, smart building technology (IoT), and CRM-driven service delivery.

Seeking a residential operations, property management, or guest experience leadership role, remote or GCC-based.

Operations & Customer Service Executive at Mathwa (Coliving PropTech) (2025-10 – Present)

Manage daily residential operations across 70+ coliving properties (500+ units), overseeing unit allocations, resident onboarding/offboarding, and maintenance workflows for STR and LTR portfolios.

• Serve as primary point of contact for resident inquiries, maintaining a 90%+ CSAT score while managing high-volume service ticketing and CRM workflows.
• Oversee critical property assets, including smart lock provisioning, CCTV coverage, and Wi-Fi infrastructure, to ensure zero service interruption across the residential portfolio.
• Standardize operational workflows by authoring comprehensive playbooks and inspection protocols to audit clean-turnover readiness and inventory accuracy.
• Drive workflow automation through WhatsApp Business and Google Workspace, improving team efficiency by 15+ hours per week.
• Collaborate on resident retention strategies, contributing to measurable growth in quarterly tenant renewals.

Founding Customer Experience & Operations Lead at LivedIn (2024-07 – 2025-10)

Built the entire customer service architecture, team workflows, and residential service delivery frameworks from the ground up.

• Designed the "LivedIn Activation Playbook" and multilingual response scripts to govern the end-to-end resident journey from inquiry to move-out.
• Managed high-volume communications across WhatsApp, phone, and email, establishing structured ticketing workflows that ensured a 15-minute response SLA.
• Partnered with leadership to convert support interactions into renewals and referrals, driving a significant portion of new bookings through word-of-mouth.

International Sales & Software Support Specialist (Arabic Speaker) at Impetus Systems (FlowHCM) (2023-08 – 2024-08)

Joined as the 3rd member of the international sales team to drive market expansion in Saudi Arabia using native-level Arabic proficiency.

• Managed end-to-end sales cycles: extracted targeted leads, maintained CRM pipelines, coordinated team operations, arranged product demos, and closed multiple client deals.
• Led the full localization of the FlowHCM software platform and official website from English to Arabic, managing glossaries and liaising daily with the product development team.
• Served as Software Support Engineer and Account Manager for 40+ high-profile enterprise clients; assisted with HR policy configuration, employee onboarding, time & attendance tracking, leave, and payroll management.
• Maintained super-admin access across client accounts to support daily operational needs; conducted localhost/black-box testing on new software updates before server deployment.
• Managed issue resolution workflows by opening high-priority ticketing logs and collaborating closely with developers to deliver quick technical fixes.

Graduation