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Results-driven customer success and operations leader with 9+ years of experience across real estate, CRM, customer experience, quality management, and stakeholder engagement. Led teams, managed VIP client portfolios, handled executive escalations, coordinated cross-functional projects, and drove process improvements in multinational organizations including DAMAC and EMAAR. Certified Lean Six Sigma Green Belt with strong expertise in CRM platforms, onboarding, customer retention, business transformation initiatives, KPI management, root cause analysis, and team leadership.…Results-driven customer success and operations leader with 9+ years of experience across real estate, CRM, customer experience, quality management, and stakeholder engagement. Led teams, managed VIP client portfolios, handled executive escalations, coordinated cross-functional projects, and drove process improvements in multinational organizations including DAMAC and EMAAR. Certified Lean Six Sigma Green Belt with strong expertise in CRM platforms, onboarding, customer retention, business transformation initiatives, KPI management, root cause analysis, and team leadership.

Omar Mohamed Aly

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Results-driven customer success and operations leader with 9+ years of experience across real estate, CRM, customer experience, quality management, and stakeholder engagement. Led teams, managed VIP client portfolios, handled executive escalations, coordinated cross-functional projects, and drove process improvements in multinational organizations including DAMAC and EMAAR. Certified Lean Six Sigma Green Belt with strong expertise in CRM platforms, onboarding, customer retention, business transformation initiatives, KPI management, root cause analysis, and team leadership.…Results-driven customer success and operations leader with 9+ years of experience across real estate, CRM, customer experience, quality management, and stakeholder engagement. Led teams, managed VIP client portfolios, handled executive escalations, coordinated cross-functional projects, and drove process improvements in multinational organizations including DAMAC and EMAAR. Certified Lean Six Sigma Green Belt with strong expertise in CRM platforms, onboarding, customer retention, business transformation initiatives, KPI management, root cause analysis, and team leadership.

Available to hire

Results-driven customer success and operations leader with 9+ years of experience across real estate, CRM, customer
experience, quality management, and stakeholder engagement. Led teams, managed VIP client portfolios, handled
executive escalations, coordinated cross-functional projects, and drove process improvements in multinational
organizations including DAMAC and EMAAR. Certified Lean Six Sigma Green Belt with strong expertise in CRM
platforms, onboarding, customer retention, business transformation initiatives, KPI management, root cause analysis,
and team leadership.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

Arabic

Fluent

English

Advanced

Work Experience

Account Management Assistant Manager at DAMAC Properties Dubai, UAE

August 1, 2025 - May 1, 2026

Drove strategic customer success initiatives and retention programs across key account portfolios to maximize client satisfaction and lifetime value. Spearheaded business enhancement projects, optimizing cross-departmental CRM workflows to streamline account operations and improve operational efficiency. Partnered with senior executive stakeholders to evaluate client feedback loops and drive continuous process and service delivery improvements.

Account Management Team Leader / CRM Back Office Team Leader at DAMAC Properties Dubai, UAE

January 1, 2024 - July 1, 2025

Led customer operations and account management activities for property owners and investors. Managed escalated customer cases and coordinated resolution with multiple internal departments. Improved operational efficiency through process optimization and CRM workflow enhancements. Owned utility onboarding, service activation, EJARI registration, renewals, and cancellations. Coached and developed team members while ensuring KPI achievement and service excellence, partnering with stakeholders across finance, operations, property management, and customer relations.

Subject Matter Expert at DAMAC Properties Dubai, UAE

March 1, 2023 - December 1, 2023

Served as escalation point for customer-facing teams. Designed and delivered training programs and knowledge-management initiatives. Introduced AI-assisted learning materials and process documentation. Conducted root cause analysis and customer experience improvement initiatives.

Senior Client Relations & Handover Executive at DAMAC Properties Dubai, UAE

May 1, 2021 - March 1, 2023

Managed customer onboarding and property handover journeys. Handled high-value client escalations and complex customer cases. Coordinated cross-functional teams to ensure seamless customer experiences.

Command Center Executive at EMAAR Properties Dubai, UAE

September 1, 2020 - April 1, 2021

Monitored maintenance operations and contractor performance. Ensured SLA compliance and maintained service delivery quality.

Contact Center Representative at EMAAR Properties Dubai, UAE

October 1, 2019 - August 1, 2020

Managed customer inquiries across maintenance, finance, handover, and residential services.

Quality Officer at Vodafone UK (Alexandria, Egypt)

November 1, 2017 - August 1, 2019

Performed quality audits and coaching for 150+ employees. Identified performance trends and recommended process improvements.

Customer Service Specialist at Vodafone UK (Alexandria, Egypt)

November 1, 2016 - October 1, 2017

Handled customer support and complaints while acting as floor support for operational teams.