Distinctive Proficiency
In condominium development industry, it is rare to see someone equipped with both sales operations & customer relations skills. Throughout Eric’s 9 years of full hands-on experience in real estate development, he established the skill & knowledge that allows him to have the capabilities to collaborate through a streamline of operations. From project launch preparation to completion, as well as the capabilities to handle homeowner move-in inquiries & warranty issues, he is able to solve any given task & deliver.
Below is a list of Eric’s pre-sale condominium experience throughout the process:
OPERATIONS
(Project Launch, Construction Duration, and Completion Preparation)
Office Management
• Lead the coordination and set up of the Sales Gallery with the marketing team from the perspective of sales
operations processes and requirements
• Establish the team and office infrastructure to provide the necessary support and resources
• Help creating the project operations budget as part of the sales & marketing strategy for office setups
• Assist with the set-up and/or training of team hardware devices such as the office phone system, laptops,
multi-function copier, etc. and any onsite technology used for the project like interactive screens/stations
• Direct the Operations Team (Receptionist, Sales Coordinator, and often Marketing Coordinator) in the
establishment and execution of day-to-day procedures involved with operating the Exhibition/Sales Gallery within
the project standards
• Work with the Sales Director to manage the sales appointments calendar and scheduling process as part of the
initial launch
• Coordinate the delivery, storage, and management of any and all project marketing collateral and office supplies
Project Administration
• Establish, document and manage all operational procedures relating to demand generation initiatives determined
by the project’s bespoke sales strategy
• Collaborate with the higher managements to develop contract drafting and signing protocols
• Manage the project database in CRM Program and ensure the data is collected per standards and is complete,
accurate and relevant for all stakeholders
• Review and audit all contracts while monitoring for any deficiencies that need to be addressed; facilitate the
communication of all contract-related information to the applicable stakeholders
• Manage record keeping for all contract-related correspondence and documentation across platforms including but
not limited to CRM Program, cloud storage platform, and the contract file folder
• Implement a thorough tracking and documentation protocol for any and all forms of a deposit received and comply
with local laws relating to handling of deposits
• Manage and own project checklists and processes for enabling operational excellence and standards
• Process and communicate throughout the project construction period (deposit follow-up, amendments, client
inquiries such as name change, assignment, etc.)
• Lead the coordination during the closing process with items ranging from appraisal scheduling, communicating
closing notifications, and facilitating the execution of any documents required before the closing process can be
initiated
• Coordinate closely with law firms on closing documents & timelines
Team Management
• Provide operational support to sales team as needed to enable them to focus on maximizing sales
• Train all project team members on CRM Programs, cloud storage platform, and other project-based systems and
provide ongoing support as needed
• Determine the support team roles & responsibilities structure
• Visit project sales center sites on a regular basis to ensure project sites are operating within project standards
• Conduct Operations Team performance review and provide mentorship when needed
• Create the monthly schedules for the support staff and source additional support as needed for high-demand
phases/events
• Approve and process employee time-sheets and out of office requests
• Maintain safe and healthy work environment by following and enforcing standards and procedures; complying with
legal regulations
• Act as the main hub for communications between all parties during closing and provide communication training to
the project team members
Reporting & Continuity
• Manage the production of regularly scheduled reports like the project daily, weekly, and monthly reports
• Design reports to review project-specific performance metrics such as demand generation analyses, marketing
initiative performance, and sales team conversions
• Collaborate with the project marketing team to establish processes and standards surrounding event and eBlast
performance reporting
• Document all aspects of project operations processes and standards in the form of a comprehensive operations
handbook and/or a compilation of task-specific checklists; ensuring the documentation is comprehensive, holistic,
and supports the continuity of project intelligence
• Create ad-hoc reporting as needed by higher management to optimize marketing effectiveness or sales
CUSTOMER RELATIONS
(Project Closing, Key Handover, and Home Warranty Assessment)
Project Finishing Management
• Conduct pre-delivery inspection punch lists and re-inspections
• Coordinate closely with the sales & marketing team as another set of eyes to ensure all units’ finishing materials
are executed within contract of purchase & sales agreements
• Provide support & coordinate with the Construction Superintendent on deficiency works to ensure the quality meets
project standard before homeowner inspection and throughout
• Keep accurate service request logs and documentation of all work performed
• Expedite repairs and deficiency work independently, providing communication and reports
• Assist in the coordination of trades when necessary to ensure timely and efficient repair of deficiencies
• Supervise and evaluate deficiency work completed and provide ongoing information to the Quality Control
Management as it relates to quality of workmanship and materials
• Thorough understanding and ability to communicate the 2-5-10 year warranty and general home care maintenance
• Provide accurate and timely information to the Quality Control Management on progress and scopes of work
required
Customer Service Management
• Assist homeowners to coordinate & provide essential documents for closing with all necessary third parties
(appraisals, mortgage brokers, realtors, law firms, etc.)
• Conduct Homeowner Orientations acquainting homeowners with the features and functions of their new home
(operation of appliances, heating/cooling systems, maintenance of home, etc.)
• Coordinate with the Construction Team & Project Closing Lawyers on closing timelines and further communicate
with the homeowners
• Conduct key handover and provide building tours reacquainting homeowners with the features and functions of
their home and to learn about the building property
• Processing incoming homeowner inquiries & conduct deficiency assessments onsite during the warranty period
• Maintain positive homeowner relations and provide homeowners with knowledgeable, timely and professional
service