Dina Larbi

• Project Coordination: Orchestrated the end-to-end scheduling for a large-scale Gas Installation project, serving as the primary liaison between tenants and technical teams to ensure 100% access rates.
• Systems Administration: Expertly utilized Servitor Express to raise work orders, allocate resources, and dispatch high-priority jobs to field engineers in real-time
• Data Management: Maintained live project trackers via SharePoint and complex Excel spreadsheets, ensuring all stakeholders had access to real-time installation statuses and KPIs.
• Workforce Dispatching: Managed engineer diaries through DRS and optimized daily routes to maximize productivity and ensure all safety-critical appointments were met within designated windows.
• Communication: Handled high-volume tenant inquiries, resolving scheduling conflicts and providing clear instructions regarding installation requirements and safety protocols.
• Updated client accounts and information using (software) CRM tools
• Usage of Servitor Express, Microsoft SharePoint, Advanced Excel etc.

Role Overview: I acted as an essential 'front-line' link between vulnerable individuals and safe accommodation. I managed high-volume enquiries across many contracting including two major government contracts: AASC (Asylum Accommodation) and CAS3 (Prison Leaver Resettlement).

Key Responsibilities:

• Acted as the first point of contact for emergency housing repairs and maintenance requests during out-of-hours shifts, ensuring a 24/7 seamless service for residents and clients.
• Triaged high-priority maintenance issues, distinguishing between routine requests and genuine emergencies to deploy resources effectively and minimize property damage.
• Coordinated a complex network of on-call engineers and subcontractors, managing diaries and dispatching jobs via [mention software, e.g., MCM or Northgate] to ensure strict SLA (Service Level Agreement) compliance.
• Maintained meticulous administrative records, documenting every interaction and resolution in real-time to provide the daytime team with accurate, up-to-date data.
• Resolved escalated resident complaints with empathy and professionalism, de-escalating tense situations and providing clear timelines for repairs.
• Upheld rigorous security and safety standards, utilizing my CTC Clearance to handle sensitive tenant information and ensure all work followed health and safety protocols. obligations and ensuring a high level of customer satisfaction.
• Coordinated reactive and planned maintenance by liaising with contractors to resolve property issues within strict contractual KPIs under the AASC contract.
  Maintained accurate, real-time data on internal management systems to track occupancy levels and service user movements under the AASC contract.
• Managed emotionally charged conversations with Service Users in high-stress situations, using verbal de-escalation techniques to turn a crisis into a manageable solution on the CAS 3 Contract (Ministry of Justice)
• Acted as the vital link between the Service Users and the Housing Officers or maintenance teams, ensuring emergency repairs were prioritized and followed through.
• Housing & Support Facilitation: Manage the end-to-end allocation process for asylum seekers under AASC and CAS3 contracts, transitioning individuals from Initial to Dispersal accommodation through rigorous needs assessments.
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  Crisis & Safeguarding Management: Act as a primary point of contact for housing and escalation managers, providing real-time incident reporting via phone and email to ensure the safety and welfare of vulnerable residents.
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  Stakeholder Liaison: Partner closely with the Home Office to coordinate new arrivals, ensuring all placements are appropriate, compliant with safety standards, and processed efficiently to minimize void periods.
• Trained new employees on company policies and procedures, bolstering performance standards.

• Managed guest lists and seating arrangements, facilitated smooth flow of events.
• Collaborated with marketing teams to design promotional materials for effective event advertising.
• Secured high-quality venues for memorable events.
• Worked closely with clients to understand their requirements and expectations from the events.
• Showcased attention-to-detail in every aspect of the job resulting in seamless delivery of multiple events.
• Oversaw all aspects of event planning from theme selection to post-event analysis.
• Delivered successful events by coordinating with vendors, caterers and venue managers.
• Provided high-quality customer service in a fast-paced environment, effectively resolving product order and warranty inquiries, resulting in positive customer experiences.
• Proactively identified customer needs and successfully cross-sold company products, contributing to sales targets.
• Demonstrated accuracy and efficiency in data entry, utilising strong alpha-numeric keyboarding skills to process orders and update customer records.
• Maintained up-to-date knowledge of products, services, promotions, and warranties to effectively address customer queries.
• Efficiently escalated and facilitated the resolution of complex customer service issues.
• Effectively managed a high volume of telephone-based and in-person customer interactions, ensuring professional and helpful service.

• Ensured smooth functioning of the office with regular equipment checks.
• Managed all incoming and outgoing communications, including professional call handling and efficient organisation of physical and electronic documents.
• Designed and produced engaging flyers and invitation cards using PowerPoint, supporting successful event promotion and communication within the organisation.
• Organised travel arrangements, facilitating stress-free business trips for staff members.
• Managed daily scheduling to facilitate organised operations.
• Oversaw invoicing and billing tasks, maintaining financial transparency in the office.
• Proactively arranged meetings, organised venues, and coordinated refreshments, ensuring smooth and efficient meeting logistics.
• Accurately recorded and distributed meeting minutes to attendees, ensuring clear communication of action points.
• Efficiently handled and resolved inquiries related to church accounts, providing timely and accurate information to relevant parties.