Five minutes with Karen Moore, FSI Middle East
Karen Moore, Account Manager – Solutions Advisor, FSI Middle East
0.00 What does your role involve?
I am primarily responsible for maintaining customer satisfaction and promoting continuous communication between FSI and its clients. I often act as an interface between our technical team and clients, and assist in ensuring their needs and requirements are met. My background is in FM service provision, so I understand our clients’ points of pain, and can advise where our Concept Evolution can benefit them on a day-to-day basis.
1.45 What is the most challenging aspect of your job?
As with most customer-facing roles, the main challenge lies in managing the expectations of the client. The key is in communication and honesty. The people I deal with are busy professionals who need results quickly. If I set the expectation level correctly and keep them constantly updated as to progress of issues, then we can resolve concerns before they become problems.
2.05 What do you love most about your job?
I love interacting with our clients. There is nothing more rewarding than gaining the trust and respect of someone and knowing they have faith in you to help them overcome their problems. I have a very direct style that I believe my customers both respond to and appreciate.
3.00 Where do you see the FM industry in 5 years?
I have been in the UAE’s FM industry for seven years and have seen the level of client expectation and knowledge grow immensely in that time. FM companies are looking for differentiators to help them stand out. Technology is a massive differentiator and I believe we will see a bigger move towards using this industry’s tools to drive improvements in service delivery and provide visibility of performance.
4.05 What do you like to do in your spare time?
When I have enough spare time, I love to travel. Living in Dubai for the last 10 years has given me the opportunity to see many amazing places and my thirst for seeing more has not diminished. My partner and I also own a boat, so spending time out on the water, relaxing, or having fun with friends is always a great way to spend a weekend.
4.45 What has your most memorable project been, and why?
I don’t really deal in projects, but in relationships. It’s always nice to be able to help solve a problem or resolve an issue a client has been having. To feel that relationship strengthen is memorable.