Merlin Victor

Customer Service Manager

Customer Retention SpecialistChat SupportClient Relations SpecialistCold Calling SpecialistAppointment SetterCustomer Support RepresentativeData EntryAdministrative AssistantAssistantService Quality ManagerCustomer Care SpecialistCase ManagerCustomer Success ManagerCustomer ServiceCall Center TrainerCall Center SupervisorSupport SpecialistCall CenterSoft Skills TrainerLife CoachingEngagement ManagerEducationConsulting

With over 10 years of experience in customer service operations, including leading a 30+ member team for Schengen visa processing across the GCC, I bring strong operational discipline, KPI ownership, and escalation management expertise. In my role as Subject Matter Expert at Hexaware Technologies (VFS Global project), I was responsible for performance monitoring, structured coaching, regulatory compliance oversight, and managing high-sensitivity escalations. I consistently drove SLA adherence and service quality while mentoring teams to deliver efficient and compliant customer experiences. My experience in real estate advisory has further strengthened my stakeholder management, negotiation, and structured client engagement skills - competencies that align closely with contact center leadership requirements such as customer retention, service recovery, and performance tracking.

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Work Background

Realtor Associate

DRERealtor Associate

Mar. 2025Dubai-based Real Estate Consultant specializing in secondary market sales and rentals, with a strong focus on client advisory, contract management, and negotiation. Successfully closed multiple deals, guiding clients through the full sales process, including contracts (A, B, F), mortgage coordination, and transaction follow-ups. Actively engaged in the off-plan market, attending major developer events and staying updated on new investment opportunities. Leveraging social media marketing to maximize property exposure and generate high-quality leads. Key Achievements: Closed multiple sales and rental transactions in the secondary market Assisted clients with mortgage solutions and financing options Sold properties through strategic marketing and negotiation Engaged in primary market launches and developer training sessions Expertise: Secondary Market Sales & Rentals Off-Plan Investments Property Contracts & Mortgage Coordination Market Research & Negotiation Social Media & Lead Generation Let’s connect!

Property Consultant

Nova Assets Real Estate LLCProperty Consultant

Jan. 2024Dubai, United Arab Emirates

Head of Operations

Prospero Investment GroupHead of Operations

Jun. 2023 - Jan. 2024Dubai, United Arab EmiratesMotivated and dynamic professional with a diverse background and extensive work experience. Exceptional communicator and team player known for building strong relationships. Results-driven and detail-oriented, passionate about driving innovation and making a positive impact. #Recruiter #MotivatedProfessional #InnovationEnthusiast #CustomerServiceExpert #DynamicLeader

Service Consultant

The Visa GuyService Consultant

Mar. 2023 - Jun. 2023Dubai, United Arab Emirates

SME

Hexaware TechnologiesSME

Aug. 2021 - Dec. 2022Dubai, United Arab Emirates

Sales Advocate

Innovations GlobalSales Advocate

Mar. 2021 - May. 2021United Arab Emirates

Quality Assurance Analyst

Optimus Global Services LtdQuality Assurance Analyst

Oct. 2007 - Feb. 2008Chennai Area, IndiaMonitoring outbound calls for a banks collections process and rating the calls according to the quality parameters, giving feedback and training my team on areas of improvements.

Customer Support Officer

Allsec Technologies LimitedCustomer Support Officer

Feb. 2005 - Feb. 2007Chennai, Tamil Nadu, IndiaHandling outbound and inbound calls - finance domain. Convincing students to consolidate their student loans and handling inbound and escalation calls from customers and US Dept. of Education.

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