Dealership Management Total Quality Management Strategic Ma

JAISON GEORGE

+971-**-******* / +971-*-******* *************@*****.***

EXECUTIVE PROFILE

A veteran Service Manager with 15+ years of rich cross functional experience in Customer Service, Service Operations, Workshop Management, Business Development & After-sales Marketing with Mechanical Engineering Degree & Master’s Degree in Business.

Analyse critical business requirements, identify potential opportunities and overcome deficiencies, develop innovative and cost effective solutions to enhance competitiveness, increasing revenues and Customer Service.

Service Marketing Expert who has successfully implemented many projects such as Service Packages, Service Campaigns, MG CARE – An after-sales promise, sales promotions, Free Service Clinics, Customer Orientation Clinics, etc.

A very efficient Product Planning Process Processional who has executed multiple strategical product launches for Premium model passenger / SUV’s in terms of aftersales bundle products and offers.

CORE COMPETENCIES

●Dealership Management ●Total Quality Management ●Strategic Management

●Service / Maintenance Operations ●Service Quality Standards ●Relationship Management

●Business Development ●Training & Teambuilding ●After-sales Marketing RECENT ACCOMPLISHMENTS

Top Dealer CSI Rating - 95% in Dec 2018 from MG Motor Middle East

Top Dealer FIR Rating - 92% in Dec 2018 from MG Motor Middle East

2011 Daihatsu Customer Service Award Programme Winner (Dealer)– #1 in Middle East & Africa

2010 Daihatsu Customer Service Award Programme Winner (Dealer)– #3 in Middle East & Africa

CX Systems successfully implemented with much better customer satisfaction and experience.

Introduced “MG CARE” – an aftersales promise, as part of aftersales marketing

Headed Multiple Service Campaigns - Yamaha, MG, Daihatsu, etc. from planning till implementing across all emirates.

Implemented Loyalty Program “RPM – Rewards Per Merchandize” across 21 outlets in 7 Emirates.

Pricing & Margin Construction were introduced for service contract packages (SMC& RMC) which was appreciated by top management as well.

CAREER CONTOUR

AVIS Service Centre (Bright Spark Auto Repairing) (June 2019 – Till Date) Service Manager – ABD Operations June 2019 – till date Accountabilities:

Handled Abudhabi operations which is the biggest branch in terms of business and customers.

Managing entire after-sales services & customer care operations with a view to achieve business objectives and ensure top line growth & bottom line profitability.

Performing service operations with focus on implementing policies & procedures as well as developing and streamlining systems & bottom line profitability.

Skill Matrix and Training Plans are evaluated quarterly basis and necessary actions are implemented in coordination with training dept.

Streamlined internal customer issues and provided special field services to satisfy the customers. Achievements:

Achieved highest Target in the history of branch.

Successfully completed many modifications projects for Etihad, AVIS vehicles

7 working day program started by Oct, which increase customer satisfaction and overall profitability.

Al-Yousuf Motors (Oct’08 – Till Date)

66 Yrs in UAE Market & one of the biggest distributors in the region Service Manager – MG Motor July 2018 – April 2019

Accountabilities:

Handled 5 branches across 7 emirates in UAE in terms of MG Operation, Customer Service, MG CARE, Technical & Warranty matters.

Headed several Service Campaigns / Customer Service / After-sales Marketing Activities for MG such as o MG Free Clinic – Trade In Campaign 2019

o MG Free Oil & Filter Campaign 2018

o MG Summer Campaign 2018

Work closely with Digital Service strategy teams to develop digital first customer service journeys and ensure all customer facing communications are aligned.

Several Pre Customer Acceptance Survey / feasibility study has successfully done for many different after sales products.

Customer Defined service contracts were created with special discounts and competitive pricing strategy.

During new product launch, comprehensive accessories packages were developed, sales team were trained and successfully implemented for multiple sales offers and promotions.

Service On Time Delivery Rate in monitored monthly, And achieved 84% against MG 2019 target limit of 93% for appointment customers.

Continuous communication with the Manufacturer through the Service Portal and generating different reports as per their requirement and maintaining good relation with the principals.

Appointment Rate is monitored monthly basis, Improvement plan (Minor Lab discounts) & target achievement has been fixed.

Trained, Supervised & Implemented 5S Standards in workshop environment. Quarterly evaluations are submitted for management approval.

MG Care – An Aftersales Promise, has been successfully implemented which consist of 6 Years / 200,000kms Warranty, Door To Door Service, Replacement Car, Roadside Assistance, Free Inspection, Express Maintenance, Toll Free Call Center, Service Packages, etc. Achievements:

Top Dealer CSI Rating - 95% in Dec 2018 from MG Motor Middle East

Top Dealer FIR Rating - 92% in Dec 2018 from MG Motor Middle East

Special Offers on Service Contract promotional sale was introduced and achieved highest sale of AED 250,000 for Jan – Feb 2019.

One man PMS introduced in core workshops and evaluated in monthly basis & necessary tools are audited to make sure quality is on top priority.

Increased the NPS (Net Promoter Score) from 65% to 72% by 4th Quarter 2018.

Labour Sales Increased 230% in 8 months, which is average 30% growth every month

Total Sales Increased 200% in 8 months, which is average 25% growth every month Professional Development & Trainings:

“Writing Reports and Analysing Information training” in Dubai from 8 Oct 2018 ~ 9 Oct 2018

“Self and Time Management training” in Dubai from 10 Aug 2018 ~ 11 Aug 2018

“Oracle Go Live training” in Dubai on 2 Feb 2017 led by Group GM IT Services in Al Yousuf Motors LLC

“Yamaha Warranty and Market Information Seminar” in Sharjah on 6 Oct 2016 led by Yamaha Field Representative.

“Corporate Goal Setting training” in Dubai on 11 Feb 2016 led by Mr Bill Robinson.

Multiple Training performed under MG Middle East Training Center Service Manager – Multi Brand WS Jan 2017 – June 2018 Accountabilities:

Bodyshop Business Development Team was hired and handled 3 branches in DXB, AJM & ABD for Non- Agency Accident Repairs

Created contracts with Major Insurance companies such as Methaq, ADNIC, Etihad Al Wattani, etc.

Handled other fleet customers such as Meydan, Dubai Police, Dubai Municipality, Trans-guard, etc.

Price focus on sales increase against controlling cost of sales.

Developed tact and diplomacy through situations that have arisen concerning distraught and disgruntle customers by addressing their issues and assuring that they have received excellent customer service.

Ensuring that operations at the service points match the company’s standards

Proficient in coordinating and guiding service centres for service delivery support and reviewing the delivery parameters and executing long term agreements with leading vendors for strategic alliance formation in reducing costs and firming up prices for inputs

Achievements:

Get more value and to develop more attractive sales opportunities. Increase the winning rate from sales opportunities. Increased additional sales by 30% in terms of other body repairs and 20% by periodic maintenances repairs.

New Customer acceptance / delivery procedure has been developed which will provide easy & clear process for the Insurance and customer convenience.

Looking after post-sale service operations while ensuring customer satisfaction and business retention Customer Relations & Quality Manager (Yamaha, Suzuki, Daihatsu) Oct’08 – Dec 2016 Accountabilities:

Handled 9 branches across 7 emirates in UAE in terms of Customer Satisfaction, Complaint Handling & Post Service Follow-up

Headed several Service Campaigns / Customer Service / After-sales Marketing Activities for Yamaha & Daihatsu such as

o Yamaha OBM Commercial Campaign 2011 & 2015.

o Yamaha WV & SB Pleasure Campaign 2015

o Yamaha ATV Service Campaign 2010

o Yamaha OBM Inspection Campaign 2009, 2010 & 2014 o Daihatsu Free Oil & Filter Service Campaign 2009 & 2010

Performed market research surveys amongst clients base to seek feedback such as o Post Service Follow-up (PSF Report)

o Customer Satisfaction Report (CSI Report)

Monitoring the performance & the clients handling of the Service Teams by visiting the branches monthly under the supervision of the corresponding Service Manager and combine the Branch Evaluation Report and submit to higher management for their review.

Train, supervise, coach, monitor and provide feedback for a team of Customer Relations Executives.

Handled all kind of After-Sales & CRM outbound – inbound clients concerns, coordinating with the Sales, Spare parts & Service Teams to ease the communication between them in understanding the customer requirements in achieving maximum Customer Satisfaction.

Quarterly review & analysis of CSI with stakeholders along with setting target for continuous improvement.

New SMC (Service Maintenance Contracts) were introduced for Yamaha, Daihatsu & Daewoo models both from Showroom & Service Centre selling points. Trainings were conducted in both Sales & Service Divisions about the details of the package, selling techniques & benefits to the customer.

Planned and scheduled the entire activities, events, campaigns & trainings for Al Yousuf Motors every year and submitted Yamaha Activity Plan Report to Yamaha, Japan.

Special Tools, Service Equipments & Service Accessories - requirements from the branches are accumulated, budgeted and ordered from the Manufacturer during the Annual Special Tools Campaign.

The call monitoring system was introduced for the Telephone Operators, in-fact increased their efficiency & time management.

Achievements:

Customer Service Department (CSD) was created, streamlined their call monitoring process and adjoined the Post Service Follow-up (PSF) along with other activities. Weekly & Monthly Reports are prepared, analysed & submitted to Higher Management.

Service Contract packages were launched for Daihatsu, Yamaha & Daewoo Customers which can be sold simultaneously from both Sales & Service Counters.

Service Number for Yamaha (800 XXXXXXX) was successfully introduced and the Call-Centre worked as a solution provider for all types of customer related issues coordinating with 9 workshops across UAE.

Yamaha Periodic Inspection Sheet was Designed & Developed for all Yamaha, Daihatsu & Daewoo Products.

Improved the Company Website with support from IT Department in terms of the information and database regarding the After-Sales Department, Services & Branches.

“Service Reminders” & “Service Appointments” Systems were activated with Automated SMS System.

“Customer Satisfaction” was simplified to the bottom level by sending SMS to the customers after collecting the unit from the service centre confirming the contact details for Customer Complaining, if any. Al-Futtaim Motors (Feb’05 – Oct’08)

One of the largest Automotive Dealer in GCC for Toyota, Lexus & Honda Customer Service Supervisor (Lexus - Service) April’07-Oct’08 Accountabilities:

Expertise encompasses all phases of LEXUS Service support and reports including: Labour distribution, contract, billable and warranty service report processing, expense, accounts payable, parts orders, warranties, repairs, maintenance orders and related documentation

Extensive customer contact in troubleshooting, and resolving problems pertaining to service disputes or service contract renewals.

Managed Insurance Company Motor Claims problems and kept healthy relations / communications with different Insurance Company Managers for customer’s accident complaints.

Managed and Monitored open incidents, report calls and maintain and monitor LEXUS Service Engineers tracking logs.

Managed the Service Team in daily contact with customers to troubleshoot and resolve problems pertaining to billing, excessive charges or short payments, warranties, service contract renewals, and other service- related matters while maintaining good customer relations

Generate and maintain service-related and quotation correspondence. Process contract proposals, agencies, and terminations. Prepare warranty certificates to assure issuance of commissions to correct salesmen

Maintain Return Authority log encompassing credit, inventory and repair exchange inventory, and issue or monitor credits to service customers.

Achievements:

Improved Lexus Working Culture (International LEXUS service processes) being team leader in Kaizen Team.

Streamlined work process supply chain, making more effective & faster. Technical Service Advisor - LEXUS Sep’05 – April’07 Accountabilities:

Effectively implemented LEXUS Express Service Process (Implementation of Just in-time on after-sales process) and won TSM evaluation continuously for 3 times.

Handling sale of Services, Spares and Annual Contract for Preventive and General Maintenance.

Opening work orders, ordering required spares, deputing technicians for servicing and closing / invoicing customer using Computerized Database System

Recording the advance bookings on the appropriate form in accordance with Workshop Planning.

Progressing vehicles through the Workshop and acting as a liaison between the customer and workshops whenever required.

Achievements:

Effectively developed Computerized System for LEXUS Express Maintenance Job Planning System and increased the entire Appointment System Efficiency.

Won Customer Satisfaction Index Award for Lexus, March’ 06 Technical Service Advisor - TOYOTA Feb’05 – Sep’05 Accountabilities:

Dealing with customer complaints and liaising with customers after completion of repair to ascertain customer satisfaction.

Preparing the daily service reports, daily workshop survey, daily productivity of mechanic, informing the service manager of trends in customer attitudes.

Warranty Maintenance, which includes the process of warranty claiming, and warranty database book- keeping.

Achievements:

Won Customer Satisfaction Index Award for TOYOTA, Aug ‘ 05 EDUCATION

Executive Masters of Business Administration (MBA - 2008)- Marketing & Operations S. P. Jain Centre for Management Studies, Academic City, Dubai, UAE Bachelor of Mechanical Engineering (B-Tech – 2004) T. K. M. College of Engineering, Kollam, Kerala, India PERSONAL DOSSIER

Date of Birth : 7th March 1983

Permanent Address : Tojo Dale, Kottiyam (PO), Kollam, Kerala, India (+971 984**-*****) Nationality : Indian

Marital Status : Married

Passport No. : E 7840287

Driving Licence : Indian and UAE (valid upto 27-09-2025) Dependents : Two (2)

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