Amro Qurban

Performance Governance
Appointed by the Regional Manager to evaluate performance across all main and contracted
branches in the Western Region.
Data Analytics
Leveraged Power BI for detailed market analysis, identifying performance gaps and converting
data into actionable growth plans.
Leadership & Mentoring
Mentored Branch Managers on operational best practices and sales strategies, directly enhancing
regional efficiency.
Executive Reporting Delivered comprehensive daily reports to the Executive Director covering
market trends and forecast accuracy.

Strategic Execution Implemented strategic retail goals to consistently exceed target performance
levels
Supply Chain Optimization Managed end-to-end order fulfillment, improving cross-departmental
communication to minimize errors.
Revenue Growth Increased revenue by deploying focused business strategies and utilizing CRM
and BI analytics tools.
Operational Excellence Established uniform sales protocols and KPIs to ensure compliance with
quality benchmarks.

Developed efficient procedures for order tracking and service requests, increasing customer
loyalty.
Resolved complex customer concerns and addressed inquiries to ensure maximum satisfaction.

• Managed a high volume of daily inbound calls, delivering professional support and prompt
solutions to customer inquiries.
• Resolved intricate customer complaints effectively, prioritizing de-escalation and achieving high
First Call Resolution rates.
• Consistently achieved performance KPIs, including Average Handle Time and Customer
Satisfaction scores.
• Maintained precise records of customer interactions and transactions using the CRM system,
ensuring data integrity.

• Acted as the primary customer contact, actively listening to vehicle concerns and meticulously
recording requirements.
• Delivered clear, transparent explanations of recommended services and repair methods.
• Translated technical information into easily understandable terms for customers, improving their
understanding of service requirements.
• Managed the entire service process from initiation to completion, ensuring efficiency and
upholding quality standards.
• Promptly addressed and resolved customer inquiries and issues, guaranteeing satisfaction
throughout the service experience.
• Used extensive knowledge of vehicle maintenance schedules and manufacturer guidelines to
advise customers on essential services, promoting beneficial maintenance packages and
supplemental parts or services to optimize vehicle performance and durability.

• Diagnosed and resolved hardware issues, minimizing downtime and maintaining optimal system
performance for all users.
• Managed the complete software installation and configuration lifecycle to meet specific user and
business needs.
• Delivered advanced network support, efficiently troubleshooting connectivity problems.
• Implemented comprehensive application and system setups, ensuring seamless integration and
providing thorough end-user training to maximize productivity.
• Developed practical skills in maintaining a critical IT environment, ensuring the companys
technology infrastructure remained robust, reliable, and secure.