Service Customer Care
Resume:
MUHAMMAD ADNAN
***********@*****.***
CAREER OBJECTIVE
A dedicated employee, who enjoys being part of a dynamic and result oriented professional team of reputable progressive organization, where my experience will be utilize, Able to work well on his own initiative and can demonstrate the high levels of motivation to meet targets, and my long term objective is to reach management level that will further my growth which may factor in the firm’s advancement .
AREAS OF EXPERTISE
A seasoned professional with over 20years of rich experience in Service Operations, with well known brands and with focus on implementing policies & procedures.
PROFESSIONAL EXPERIENCE
Sr. Service consultant/ LEXUS (march2006 to May2020(l
Al Futtaim Motors Company.
Service Manager
Honda cars (pvt) Ltd. (Apr 2004 to Feb2006).
Regional Aftersales Head(Jan 2002 to March 2004).
Dawood Yamaha Ltd.
Service Advisor. Warranty Executive and promoted Service Manager.
Honda Falcon Ltd. (Nov 1996 to Dec2001).
Assembly Line Supervisor.
Kohinoor Motors works Ltd.(Sep1995 to Oct 1996).
RESPONSIBLTIES
Sr. Service consultant
Al Futtaim Motors Company (sole agent and distributor of Toyota and Lexus vehicles in UAE)
Ensures that Reception area is well managed and operates smoothly for high level of efficiency and customer satisfaction, Ensure high level of Customer Satisfaction for customer Retention and business development as per Lexus reception standard.
Explaining repair job scheduled to be carried out to customer.
Verifying customers report of damages with on-vehicle checks.
Determining if a repair is eligible for warranty and explain warranty conditions.
Follow up to ensure timely deliveries of vehicles to customers.
Carrying out post-service follow-up to remind next service due.
Opening and processing job cards.
Processing of warranty .
Carry out pre-booking of vehicles for Service to ensure proper workshop loading.
Ensure vehicle received efficiently and in a professional manner to assure customer that, his vehicle is in safe hands. Receiving customer car for repair and service.
Making insure that vehicle is ready on time and customer complaint has been rectified without any problem .
Ensure proper delivery of vehicle to the customers.
Plan branch monthly business targets with additional products pre-sales including labor hours.
Ensure job card is opened efficiently and accurately for quick and correct execution of the job and once the job is completed; raise necessary invoices to ensure timely delivery and collection of payment.
Follow up the job with the workshop controller and check status, from Special Service Triage. Inform customers, of any additional jobs,labour pricing cost involved and obtain his approval.
Prepare estimates, for complex jobs received in the morning / previously. As per the feedback from workshop, submit the estimate by email or WhatsApp to customer and obtain his/her approval.
Working on action plans to ensure high NPS score and CSV and small group activity.
Service Manager .
Honda cars Ltd. (authorize Honda Cars dealer in Pakistan)
Manage service and parts activities in dealer ship.
Prepare monthly business reports of service dept. and follow monthly Targets.
Implement service standards by HONDA.
CSI reports analyzing.
Ensuring speedy resolution of queries and grievances to maximize client satisfaction levels.
Maintaining excellent relations with clients to generate avenues for additional business.
Dealing with insurance companies for business promotion.
Setting monthly business targets.
Checking ordering and purchasing process of parts.
Arrange staff training to improve work quality at dealer ship especially in body and paint.
Warranty feed back to manufactures.
Forecast goals and objectives for the department and meet them.
Prepare and administer an annual operating budget for the service department.
Direct and schedule the activities of all service department employees.
Conduct weekly and monthly service operations review meetings.
Handle all customers' complaints effectively and prevent recurrence.
Monitor repair order trends.
Control the performance of the department.
Maintain reporting systems required by management.
Monitoring post service activities like follow up with customers, service reminders.
Regional Aftersales Head
Dawood Yamaha Ltd. (manufacture of Yamaha Motorcycles and Power Generators)
Design and organize all marketing and after sales activities in region.
Handling the planning, execution and evaluation of customer campaign programs..
Making of annual budget and work plan for after sales support.
Market warranty feedback reports for quality improvement.
Close communication with quality dep’t regarding product quality.
Preparing report of the regional activities for H/O.
Implementing Yamaha service standards to standardized regional service centers.
Development of service and warranty network in region.
Back up support to sales dept to chase sales targets.
Regularly visits of dealers in region.
Arrangements of parts availability for warranty activities.
Execution of Yamaha Training Academy in region.
Service Advisor /Service Manager (promoted)
Honda Falcon Ltd. (authorize dealer of Honda cars in Pakistan)
Organize all service activities in dealership .
Attending customer complaints and customer dealing.
Supervise of workshop workflow.
Handling of warranty issues and manger warranty data.
To design, manage and conduct service campaigns to promote dealers business.
To manage service area as per company standards.
Arrange service technician trainings with Honda company.
Analyzing CSI graph of dealer to attain high level of customer service.
Coordination with parts dept for keeping ample parts stocks.
Prepare monthly various reports related to service dept. KPI.
Correspondence with manufacture of Honda regarding warranty issues.
Handle Aftersales service For all customer concerns and coordinator customer care department to resolve customer complaints
Kohinoor Motors Works Ltd (manufacturers of Motorcycles)
Assembly line Supervisor
Arrange engine components for production line according to production plan.
Work closely with quality assurance dept to eliminate markets complaint.
Prepare Production report, handling of damaged parts during assembly process.
Educational Qualification
Diploma of associate engineering(automobile technology)
TRAININGS
Complete Service advisors basic training at Honda Atlas Cars Pakistan Ltd.
Customer relations training by Honda Atlas Cars Pakistan Ltd.
Automotive service manager S-mart training by Honda.
Work Shop management training by Honda Atlas Cars Pakistan Ltd.
Individualized skill program by Honda atlas Cars Pakistan Ltd.
Visit YAMAHA MOTOR COMPANY plant Japan for production process.
TSA ( Toyota Service Advisor 1&2) & Toyota Way certified training By TMC.
Customers care training by Al FUTTAIM Motors.
Finalist of skill contest 2007 by Toyota in Service Advisors category.
Evolving and step up supervisor and Learn to lead training.
Certified warranty processor by TMC Bahrain office .
Visit TMC Japan for training of customer service (Japanese philosophy of omotanashi)in 2014.
Tires training by Dunlop middle east
Front line business management and Toyota business practice (TBP).
Skills
MS Windows Office and SAP R3 MODULE system/ PRD IS Retail 4.7 Production/SAP IS Auto
Communicate skill, customer care skill, time management skill, complaint handling, objection handling skill, Leadership and management skills,selling skills
Personal Details
Nationality Pakistan
Languages Known English. Arabic Urdu
Current Address Airport road Abu Dhabi
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