Reception Manager, Non-Technical Trainer,MIS & Business Development
Jordanian International Auto Trading Company, Tahboub Automotive , Honda Dealar
Total years of experience :16 years, 10 Months
•To make routine Management Information Systems (MIS) reports & develop new reports with findings and suggestions which would enable service management to run their business more efficiently & profitably.
•Identify gaps and improvement opportunities in existing business practices, business processes and related business systems through performance measurement and analysis.
•Advising & monitoring corrective actions on non-conformities detected through periodical auditing of processes and procedures.
•Supervise service marketing activities & service campaigns to improve service retention & customer satisfaction.
•Develop and implement programs to improve Customer retention, customer satisfaction and increase service revenue.
•Ensures that reception area is well managed and operates smoothly for high level of efficiency and
customer satisfaction by applying Honda SST.
•insures that the reception and workshop controller are pre-booking of vehicles for service, to ensure proper workshop loading.
•Maintain high level of motivation and morale in the team and ensure development of the staff, to achieve high level of employee satisfaction and thereby high productivity and customer satisfaction.
•Analyze reception productivity reports and take corrective action for improvement
•Prioritize jobs returned &cooperate with the Workshop Supervisors to take corrective actions.
•Analyze the performance of service advisors and review results with the Service Manager for improvement and appraisal, every quarter as per score card.
•Analyze the customer feedback survey.
•To develop and enhance non-technical skills in order to meet Honda standard and provide the best service to conduct non-technical training and qualify employee (Off the Job Training).
•To manage training records
•To monitor reception operations and identify weak areas for improvement through special training (Off the Job Training)
Responsible to establish and develop service department according to the global standards and to run an effective and profitable operation. by operating the department at maximum production, controlling costs, building customer relationships, maintaining good employee relationships, setting and attaining service sales objectives, maintaining service records and by making profit objectives.
•Manage and lead all activities within the department .
•Set the yearly budget and the action plans to achieve it.
•Achieve department targets .
•Follow up customers cases and achieve high level of customer satisfaction .
•Manage and lead employees and provide the suitable training and coaching to have the best efficiency and the best quality results.
•Manage and supervise all training activities within the department according to the yearly training target and plan .
•Plan and manage customer campaigns to increase customer retention.
•Lead and coordinate standards activities within the department .
•Prepare all required policies and procedures (P&P) according to standards.
•Co-ordinate internal survey .Analyze surveys results and customer feedback and identify priority area for improvement within the company through suitable action plan .
•Ensure that the standards are deployed to all relevant personal who are provided appropriate standards training , , , , , , and documentation .
•Supervise the implantation of action plans and raise monthly follow up reports to top management.
•Analysis department performance through KPIs report.
•Mange management meeting, keep minutes, maintain files and action plan.
Areas of expertise
-Quality assurance
- Standards/procedures compliance
- continuous process improvement
- Projects planning management
-Training and leadership
-Inventory control process
-Budget preparation & tracking
-Incentive programs
-Monthly Performance reports