Abdul Razak Balaya

• Received and documented customer complaints, conducted thorough vehicle checks, and
addressed issues promptly.
• Utilized technical expertise for accurate diagnostics, fair repair estimates, and ensured optimal
repair processes.
• Managed vehicle registration renewals, scheduled appointments, and arranged drivers for
successful registration completion.
• Maintained workshop premises according to QHSE ISO standards, ensuring cleanliness, safety,
and timely repairs for damages.
• Allocated jobs based on technician availability to ensure quick resolution and high customer
satisfaction.
• Implemented cost-saving measures by sourcing alternative parts, using cost-effective tires,
and reducing service costs.
• Managed warranty claims, inquiries, and customer concerns while maintaining accurate
customer records.
• Acted as a liaison between customers and technicians, ensuring clear communication and fast
issue resolution.
• Educated customers on maintenance protocols and set clear expectations for delivery times.
• Developed strong client relationships, improved team performance, and suggested process
improvements, resulting in a 10% increase in satisfaction, a 10% reduction in complaints, and
a 15% reduction in service costs.

• Demonstrated technical expertise by understanding customer needs and raising service
orders accordingly.
• Offered expert advice, promoted value-added services, and resolved customer complaints
for positive ownership experience.
• Provided clear explanations of vehicle tasks and detailed justifications for additional
repairs, obtaining approvals.
• Coordinated workflows with Workshop teams, ensuring timely updates and delivery
commitments.
• Managed special orders, prepared invoices, and monitored payments, ensuring seamless
processes.
• Conducted post-service follow-ups, prepared quotations, and maintained organized
records.
• Stayed updated on industry trends and products through continuous learning initiatives.
• Acted as bridge between customers and technicians, facilitating clear and concise
communication.
• Maintained document control and communicated product changes to customers effectively.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Delivered exceptional customer service to every customer by leveraging extensive
knowledge of products and services and creating welcoming, positive experiences.

• Informed customers of service specials, completion times, and service expenses to provide
exemplary customer service.
• Documented problems and corrective actions to maintain records.
• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Developed estimates by costing materials, supplies, and labor.
• Recommended, selected and helped locate and obtain out-of-stock parts based on
customer requests.
• Followed through on all critical inter-departmental escalations to increase customer
retention rates.