Open to opportunities

Mary Grace Cayanan

@marygracecayanan

Message

I build lasting client relationships through proactive service, retention, and issue resolution.

United Arab Emirates

Message

What I'm looking for

I'm looking for a client success, account management, or customer experience role where I can build long-term relationships, resolve complex issues, improve processes, and coordinate teams to deliver strong customer outcomes.

At Provis Real Estate Management, I managed more than 200 VIP tenancy contracts for government and corporate clients across a portfolio of over 6,000 units, coordinating contract execution, renewals, stakeholder communication, and property operations.

I've spent nearly 14 years supporting UAE, U.S., and Australian customers across property management, utilities, telecommunications, and service environments. I resolve escalations, improve customer resources and processes, train colleagues on SAP, and help customers through onboarding, billing, retention, and technical support.

Experience

Work history, roles, and key accomplishments

Property Management Officer

Provis Real Estate Management LLC (Aldar Estates)

Jan 2023 - Jun 2026 (3 years 5 months)

Managed over 200 high-value VIP tenancy contracts across residential, commercial, and retail portfolios for government and corporate clients, ensuring timely contract execution, renewals, and stakeholder coordination. Executed high-volume SAP transactions and supported the Dubai team's SAP go-live implementation.

SAP Contract Management Stakeholder Management Customer Relationship Management Process Improvement Customer Onboarding Issue Resolution Escalation Management

Front Desk Officer

Provis Real Estate Management LLC (Aldar Estates)

Mar 2020 - Dec 2022 (2 years 9 months)

Assisted tenants with contract registrations, renewals, move-ins, move-outs, maintenance requests, and cancellations through multiple channels. Processed landlord NOC requests and executed per-unit transactions in Oracle and SAP.

SAP Oracle Customer Service Issue Resolution Regulatory Compliance

Customer Service Representative | Acting Senior CSR

Three Sixty Communities Estate LLC

Sep 2016 - Feb 2020 (3 years 5 months)

Managed district cooling billing queries, payment collections, and complaints while processing move-ins, move-outs, and refunds through SAP. Led escalated billing concerns, conducted SAP training, and served as Project Lead for developing FAQ resources.

SAP Customer Service Billing Escalation Management Training Project Management Process Improvement

Inbound Sales Representative – Tier 2

TeleTech Philippines

Mar 2016 - May 2016 (2 months)

Handled inbound calls for Telstra, supporting Australian telecommunications customers with billing and service complaints. Supported customer retention through account renewals, cancellations, upgrades, and service offers.

Customer Service Sales Retention Issue Resolution Cross Functional Collaboration

Customer Service Representative

iQor Philippines

Nov 2015 - Mar 2016 (4 months)

Provided customer support for AT&T U-verse, assisting U.S. telecommunications customers with billing inquiries, service concerns, account updates, and issue resolution through inbound calls.

Customer Service Issue Resolution Billing Telecommunications

Technical Support Representative

Alorica Philippines

Nov 2012 - Oct 2015 (2 years 11 months)

Provided customer support for AT&T U-verse, resolving billing inquiries and service complaints, and troubleshooting internet and landline issues. Handled customer retention and cancellation requests, and completed internal Quality Assurance Analyst training.

Technical Support Troubleshooting Customer Service Retention Quality Assurance