Administrative Manager Customer Service

CURRICULUM VITAE

DICKSON DICK- SAMELS

ACCRA- GHANA

TEL: 024*-******/024*******

E-MAIL: **************@*****.***

OBJECTIVE

To bring to bear my fifteen years of excellent management experience. Being a highly motivated person who is proactive to achieving satisfaction as well as exceed expectation and bringing about company high returns. To also bringing to bear skills of motivating people under me to realize higher productivity.

EDUCATIONAL BACKGROUND

May, 2012

University of Ghana – Bachelor of Arts Degree (Sociology/Psychology)

April, 2004

Chartered Institute of Transport /Logistics UK (CILT) – Diploma, Level I & II

September, 1995

Takoradi Polytechnic – Motor Vehicle Technician III

CORPORATE EXPERIENCE

2021 to date: LEASAFRIC GH. LTD – Business Relationship Manager.

Responsibilities:

1.To ensure adherence of Service Level Agreement with Client in respect to customer service delivery

2.To deputize, as necessary, for the Head of Business Development in regard to Business Relationship Management issues.

3.Provide business advice and consultancy to clients in effective manner.

4.Identify present and future business development opportunities with new and existing clients.

5.Maintain strong relationship with existing customers for business retention

6.Managing Client Relationship & Attending meetings with clients

7.Creation of Customer database

8.Conduct market research, current market conditions and competitor information

9.Ensure adherence to SLA on delivery

10.Provide weekly/Monthly Business Report

11.Provide weekly receivable report.

2019: BF Petroleum Ltd – Assistant Operations Manager/ Southern Territory Manager

Responsibilities:

1.In charge of compliance – Making sure all statutory requirement are done.

2.Project – Supervise New Stations under construction.

3.Administrative activities

2018: Philbro Group of companies

Producers of cooking oil (Philfry/Okay) - Transport/ Operations Manager

Responsibilities:

To be responsible for the company vehicles

To ensure the overall maintenance of the company vehicles.

To ensure that statutory compliance is followed to the later.

To control the Drivers as well as the vehicles.

To advice the authority on the performance of the vehicles and the way forward.

To liaise private garage for a vehicle to be used by the company when needs arises

Make sure all bills are paid promptly

To ensure that departmental budget is controlled

May 2016 To March, 2017.

Nissan – Auto Parts (Dealers in Nissan brand of Vehicles) – Service Manager

Responsibilities:

Ref: below

April 2013 to May 2016

Alliance Motors Gh. Ltd (Dealers in Jaguar and Landrover) – Service Manager

Responsibilities

To organise service activities to ensure the department’s efficient and profitable operation by satisfying customers and enhancing customer relations.

To organise the service department and in particular, control resources and utilise assets at a level commensurate with profit targets.

To create an environment where the department and its staff develop and excel.

Improve on the quality of Company’s commitment to customer service and retention by enhanced facilities, improved technical skills and high standards of quality workmanship as well as best practice in customer handling and communication.

Ensure that all staff are committed to the principles and ethics of the Company’s and that these principles form the cornerstone of customer relations management.

Maintain daily workshop timekeeping and labour productivity records to monitor the effective use of technician and productive labour. Monitor hours attended and worked in order to achieve labour efficiency targets.

Provide all customers with a level of service which will achieve the highest level of customer satisfaction, retention and loyalty.

Seek to improve all aspects of quality and minimise customer complaints, dissatisfaction and defection

Develop all members of staff to achieve the highest levels of performance in order to ensure a & b above.

Liaise with the Human Resource in recruitment of staff

Ensure that all administrative and clerical functions within the After-Sales departments are carried out in accordance with Company’s policies. Such functions will include (but are limited to) parts special order systems, warranty claims, parts ordering and returns, customer follow-up, workshop loading, estimating, invoicing, daily operating controls and compliance with consumer laws and franchise standards.

Define, set up and maintain safety and security procedures of the highest order to protect customers, all property and personnel.

Maintain the systems that control the safe use and serviceable condition of courtesy vehicles. Ensure that systems allow for compliance with legislation and driver identification

Discuss with the Dealer Principal and After Sales Manager, all departmental activities, results, concerns and report on systems failures and resource inadequacies.

Advice the Dealer Principal/After-Sales Manager on all service matters, issues and concerns.

Maintain a professional relationship with all other departmental managers.

Develop and maintain an effective line of communication with manufacturers, suppliers, statutory representatives and all other contacts.

Investigate and resolve customer complaints keep records of these together with customer congratulation for present and future use. Use results of this information to determine actions to be taken by the dealership.

Ensure that the customer database is updated and cleansed as necessary.

2008 – 2013

PHC Motors – (Dealers in Jeep, Crysler and Dodge brand of vehicles) Service Reception/Customer Relationships Manager

Responsibilities

Co-ordinating all affairs and operations in the service reception department

Managing both materials and human resources in the department

Managing customer’s expectation

Attending management meetings

Preparing monthly reports

Resolving customer issues and problems

Liaison with other managers to resolve customer problems #

Supervising the activities in the department

Ensuring orderliness in the department

2004 – 2008

Silver Star Auto Limited (Dealers in Mercedes Benz) – Service Co-ordinator

Responsibilities

Ensures that customers are promptly attended to

Liaise with parts department to ensure the order of parts for customers

Preparing of daily report on workshop/reception operations

Receiving vehicles into the workshop

Preparing of monthly work in progress report

Making sure customers are given feedback on their vehicles

1999-2004

Silver Star Auto Limited – Service Advisor

SEMINARS AND WORKSHOP

Customer Oriented Behaviour – Daimler Chrysler (2003)

Improving Customer Loyalty – Creative Media Consult (2005)

Delivering Customer Service Excellence – BJ Global (2010)

SKILLS

Good communicator

Good negotiator

Excellent interpersonal relations

A team player

Highly organised and down to earth person

Capable of working under pressure

Self motivated, willingness to learn and adapts quickly.

ACHIEVEMENT: In Alliance Motors, I was able to increase the customer base from 50 per month to 200 within a year. The trend continued as year rolled by.

I increased the act of better customer relations among my team members, by constant coaching and motivation. This brought high customer loyalty.

In Auto parts limited, I was able to change worker’s attitude towards work and that increased productivity from 27% to 49% within six month.

REFEREES

Mr. Leslie Ephson

Division manager, Human Resource/Administrative Manager

PHC Motors

Accra

Mobile – 024*-******

Mr. Roland Banson

Guinness Ghana Limited

Accra

Mobile – 024*-******

Ebenezer Quaqua

HR Manager

Leasafric Gh. Ltd.

Mobile – 020-*******

Contact this candidate