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Sandra Douglas

@sandradouglas

Client relations professional at Lagos State Government’s Ministry of Housing, resolving allottee disputes and coordinating estate services.

Nigeria

Message

At Lagos State Government – Ministry of Housing, I act as the relationship liaison between allottees and the Ministry, resolving grievances and coordinating service delivery with facility managers across major estates.

I manage onboarding and orientation for new allottees, and compile monthly team performance and project progress reports for senior leadership.

At Heritage Bank Plc., I monitored banking hall operations, supported complaint resolution workflows, and followed up with prospective and dormant clients. Earlier, I supported citizen services at Oshodi Isolo Local Council and client intake, tenant screening, and documentation at Enyi Onyekachi and Co.

Experience

Work history, roles, and key accomplishments

Current

Senior Land Officer / Client Relations Lead

Current

Lagos State Government – Ministry of Housing

Nov 2018 - Present (8 years)

Act as primary relationship liaison and dispute resolution manager between allottees and the Ministry of Housing, resolving complex grievances and maintaining high satisfaction. Coordinate cross-functional service delivery with facility managers to ensure property maintenance standards meet client expectations.

Customer Relationship Management Dispute Resolution Stakeholder Engagement Cross Functional Collaboration Onboarding performance reporting project oversight Facility Supervision Microsoft Office Google Sheets

Customer Experience Analyst

Heritage Bank Plc.

Jun 2015 - Mar 2017 (1 year 9 months)

Monitored banking hall operations using mystery shopping frameworks to ensure prompt, courteous, and professional customer service. Streamlined customer journeys and facilitated complaint resolution workflows to reduce turnaround time.

Mystery Shopping Customer Service Complaint Resolution Turnaround Time (TAT) Reduction Follow up Account Opening Account Re Activation Microsoft Office

Local Government Officer / Citizen Services Coordinator

National Youth Service Corps (NYSC) – Oshodi Isolo Local Cou

Jun 2014 - May 2015 (11 months)

Delivered front-facing public service and registration support to diverse demographics of citizens daily. Managed critical documentation processes, ensuring high accuracy and discretion when handling confidential citizen information and birth records.

Public Service Registration Support Document Management Confidentiality Collaboration With Government Bodies Citizen Registry

Litigation Officer / Client Intake Specialist

Enyi Onyekachi and Co.

Feb 2013 - Dec 2014 (1 year 10 months)

Served as a key communication bridge between property owners and occupiers, ensuring transparent information flow and aligning expectations. Screened and evaluated prospective tenants through background checks, mitigating risks while matching clients with suitable property solutions.

Client Communication Background Checks Risk Mitigation Database Management Lease Management Agency Agreements Microsoft Office