Aya Al Kilani
Jordanian
Mobile: +971 56 2622322
E-mail: [email protected]
Current Location: Abu Dhabi-UAE
Objective
To obtain a full-time position in a forward-thinking organization where I can leverage my skills to drive
operational efficiency and contribute meaningfully to the company’s strategic goals.
Core Competencies
➢ Community Management – Owner Association
➢ Real Estate Legislations
➢ Problem Solving
➢ Property Registration
➢ Escrow Real Estate Accounts
➢ Process re-engineering
➢ Customer Experience
➢ Digitization Of Real Estate Services
➢ Technical support
➢ Customer relations management (CRM)
Profile & Skills
➢ Real Estate Services, Government Relations, and Coordinating
➢ Excellent social, communication, and presentation skills
➢ Strong multi-tasking abilities
➢ Effective in both independent and team-oriented work
➢ Fast learner, capable of working under pressure and meeting deadlines.
➢ Adaptability to new work environments
➢ Computer Skills: Proficient in Microsoft Office Suite, and adept at using various business programs.
Main Courses
➢ Operations & Production Management
➢ Human Resources Management
➢ Managerial Control
➢ Operations Research in Management
➢ Business Communication
➢ Strategic Management
➢ Small Business Management
➢ Management Information Systems
➢ Technical Communication Skills
➢ Managing and Analysing Data
➢ Business Development
➢ Service Management
Job Experience
1. Owner Association – Community Management (Aldar Estates -Jul 2024 – Present)
➢ Oversee community management and owner association activities to ensure smooth
operation and resident satisfaction.
➢ Address and resolve guest inquiries and concerns, providing exceptional customer
service and enhancing the overall guest experience.
➢ Act as a liaison between residents, guests, and the management team, facilitating
effective communication and fostering a positive community environment.
➢ Plan and coordinate community events and activities, managing feedback and
implementing improvements based on resident and guest input.
➢ Develop and manage budgets for service charges, ensuring financial efficiency and
transparency in the allocation of resources.
➢ Coordinate with government officials and the Abu Dhabi Real Estate Center to obtain
approvals for community service charges and other matters requiring administrative
consent.
➢ Manage relationships with VIP and VVIP owners, providing personalized services related
to community services and addressing their specific needs to ensure high levels of
satisfaction and quality.
2. Customer Success Associate at Advanced Real Estate Services (DARI.ae) (Oct 2021- May
2024) on DARI system project, which is the digital platform of real estate sector services at
the emirate of Abu Dhabi - Al Ain & Al Dhafra
➢ handling users and developer’s technical issues, guiding them through the utilization of
Dari system to fulfil their applications.
➢ Provided guid and support Abu Dhabi municipality Real Estate Sector employees in
navigating DARI System to facilitate their transactions audits and approvals on.
➢ Analysing customer issues before escalating them to technical developers’ team,
ensuring efficient technical support.
➢ Interpreting user logs to identify technical issues and drafting clear, professional
descriptions for technical developers’ team, expediting issue resolution.
➢ Worked on TAMM real estate platform issues by meticulously analysing them and liaising
with the technical team to determine their nature - whether backend or frontend technical
issues and ensuring prompt resolution.
➢ Heavily involved in DARI website’s help page by providing content and guidance for the
knowledge base, as well as creating service cards for Dari services. Additionally, I possess
the expertise to assist users and brokers in applying for training via the Think Prop website.
3. Warranty and Insurance specialist at German Expert’s Cars Maintenance (July2020 -
Sep2021)
4. Key Account Representative at National Takaful Company (Wataniya) (2019)
5. Operation Officer- Processor at ALMASRAF (2018)
6. Customer Service Officer at ADIB (2017)
Certifications
➢ IT Service Management
➢ Customer Communication
➢ Managing and Analysing Data
➢ Mastering Pivot Tables and Pivot Charts
➢ Grammar Foundations
➢ Conducting Humane Code Reviews
➢ Effective Technical Communication
➢ Skills for Inclusive Conversations
➢ Critical Thinking and Problem Solving
➢ Communicating with Emotional Intelligence
➢ Writing Customer Service Emails
➢ Quality Standards in Customer Service
➢ Time Management
➢ Speaking Confidently and Effectively
➢ Certified Hospitality luxury brand management
Education
✓ BACHELOR’S DEGREE, Business Administration “Petra University, Amman, Jordan (201 7)”
✓ HIGH SCHOOL DIPLOMA “Al Manhal School, Abu Dhabi, UAE “
Volunteering Experience
➢ Volunteered with Jordan Environment Society in Amman, Jordan.
➢ Volunteered with Project Amal Ou Salaam, aiding refugees affected by war in Amman,
Jordan.
➢ Volunteered with Jordan Association for Orphans and Widows Care in Amman, Jordan.
