Ahmed Zayan

Leading a group of outstanding multinationals to regain Nissan 2nd position Market share through CSI and sustained profitability

• Establish operating strategies & budgets to execute corporate business plan for achievement of targets and objectives.
• Work with branches, sub-distributors/retailers in identifying problems, reviewing procedures, and identifying appropriate mechanisms to improve sales and fuel growth in market share.
• Participate in various business events and market outreach programs to increase company visibility to community and customers, plan and execute product launches with principals all pre & post launch promotions, and positioning brand with impact.
• Constantly seek out new revenue streams (with innovative schemes) in aftermarket business to add to growth in the segment.
• Oversee all commercial activities and sales delivery process, and coordinate with principals as required. Track and monitor performances to ensure achievement of all commercial objectives while ensuring highest standards in CSI.
• Evaluate marketing programs and strategies against the backdrop of unsatisfactory sales performance, and implement corrective course to close performance gaps in sales.
• Develop constructive working relationships with customers and achieve high customer satisfaction.
• Develop annual plans with progress evaluation and reporting plans. Deliver expert advice, support and guidance in executive decision making, with special reference to market risks & opportunities
• Groomed & mentored team members in enhancing client satisfaction by effectively resolving reported issues and rendering superior quality service

Achievements
• Achieved 85% target in P&L I FY 2015-2016 85% despite a volatile market.
• Reduced operating cost by 13% thus strengthening bottomline and profitability performance.
• Enhanced Shell Lubricants growth by 14%.
• Project managed and launched AUTOLAB service centers concept - AUTOLAB is an Aftermarket "One Stop Shop" for "All Makes, All Models" of vehicles. supported by 18 Aftermarket brands, aimed at vehicles out of warranty seeking convenience and best value to support diminishing vehicle value being not affordable to repair at Dealership.
• Opened Salwa Rd. Branch (11 bay Service Center).
• Deployed customer loyalty programs which resulted in 60% AUTOLAB Customer retention.

Coached Service Department team members (79 Multinationals) and enhancing their capabilities for consistent success of the organization through extensive KPI Dashboard monitor, Analysis and continuos improvement system.
 Implemented Policy & Procedures for one of the best customer vehicle complaints handling Process & support staff to provide appropriate solutions.
 Managed & Worked closely with the dealer principle on matters of planning retail facility operations (turn over of $1615/day/Service bay and +20% Net margin).
 Managed the facility of a reasonable profit & ensured the stockholders of above standard Industry standard ROI through intensive long- and short-range planning and accurate implementing of the plans.
 We managed to be awarded Best 3 service centers in MENA for 4 consecutive years.

• Accountable for dealing with all types of customers and backing up Service consultants.
 Reporting to National Service Manager.
 Responsible for all service activities through design & implementation of facilities, through front desk arrangement & 7 steps of customer care, work flow, quality work through 5S procedures
 Ensuring smooth running of the organization
 Responsible for achieving targets & KPIs set by After sales top Management
 Accountable for ensuring customer satisfaction for consistent success of the organization
I was responsible for 2 departments (Service, Parts) in netsales as well as customer satisfaction. Handle customers complaints.

We had a multinational team of 13 staff (small branch) that we had started from scratch in getting the Equipments installed to utilities and parts department shelves to ERP implementation.

We had a very successful story there in doubling montly sales to 2.6 times in one year reaching CSI of 85%.

I have overlooked the warranty claims processing as well as the workshop loading and handled reception customers with counter sales customers.

We had a fill ratio of 91% on both counters and managed to minimize my deadstock to 3% only of total inventory while exceeding 4 times stock turn.

responsible for all service activities through design & implemintation of facilities, through front disk arrangement & 7 steps of customer care, work flow, quality work through 5S procedures - which led to zero defect service - also target achieved through higher level of customer satisfaction.

• Is responsible for establishing rapport and trust with customers.
• Documents vehicle problems by listening to customers describe them and by asking probing questions.
• Road-tests customer vehicles to confirm problems and, after service, to ensure that repairs have been completed.
• Maintains extensive contact with customers, phoning to provide estimates on service and repairs before jobs are begun, explaining the appointment/scheduling system to customers, and establishing with customers the method of payment for repairs (cash, warranty, etc.).
• Constantly communicates with Technicians to obtain information on needed vehicle repairs.
• Offers additional maintenance and repair services to customers when appropriate.
• Should be capable of working independently, managing his or her time and work flow.

Supervised 25 technicians plus two foremen, providing all technical support & handling service manuals 7 supporting spare parts salesmen in technical issues & upgrades, supersessions in parts & packings.
responsible for target sold hours to be achieved from work shop in cooperation with Senior service advisor

Joined on board as Process Engineer and was later promoted as Work Shop Supervisor in 2000
Key Deliverables
Supervised all mechanical implementation & related civil works - factory construction time - then trial out production through pilot production then start of mass production, involved in quality assurance, quality control, tooling, recruitment & resourcing for Manpower.