After Sales Service Manager
eXtra (United Electronics Co.)
Total years of experience :26 years, 7 Months
The Organization is the biggest company in Saudi Arabia for electronics, computers, white goods, personal care, gaming, mobiles, digitals and home appliances retail business with 15 showrooms. Key Responsibilities: • Designing business plans, management system documents and quality control policies/procedures in compliance with ISO standards. • Handling all activities of the spare parts and service departments including delivery, installation, repairs as well as maintaining a record of job orders for walk-in customer and home service. • Managing all call center operations, performing customer satisfaction surveys, providing technical support via telephone and establishing customer happy calls system and effective telesales campaigns. • Formulating various KPIs, organizing meetings and effecting requisite measures in coordination with IT personnel to enhance profitability of customer service operations. • Conducting regular internal process audits using service evaluation model, devising service products packages, organizing customer recovery program and awards as well as applying quality tools and methodologies to deliver quality services to customers. • Delivering exceptional customer service by responding to queries and verifying all activities affecting quality, detecting problems faced and recommending preventive action against non-conformities for products, processes and quality control system. • Assuming responsibility for profits and losses, sales and relevant promotional activities, budgeting and general after sales marketing. • Reporting to senior management on all operations, recommending feasible solutions and rational strategies for the development and growth of after sales operations in as per quality standards of the company. • Serving as Project Management Officer and imparting trainings to employees for utilizing MS-project software as an official tool.
Highlights:
• Played a pivotal role in achieving the Egyptian National Award for Excellence (Quality) for the company in the year 2005 through outstanding performance.
• Actively participated in Ministry Of Industry workshop for defining and establishing "Egyptian National Quality Award" which is equivalent to the European EFQM.
Key Responsibilities:
• Developed and maintained quality management systems in line with relevant parameters prescribed by the company.
• Effectively managed the audit team (product & system) and designed QMS documentation system in compliance with ISO standards.
• Planned and performed quality and environmental audits (ISO9001, ISO/TS16949, ISO14001, VDA6.3) as well as served as a single point of contact with ISO certification body for ISO certificate surveillance audit.
• Managed customer audit including audit executed by Chinese authorities and ascertained compliance with customer needs.
• Devised business process model including sub-processes and related KPIs as well as administered other company activities encompassing HR and finance.
• Defined statistical techniques used for quality improvement, identified issues in process and machine capability, suggested preventive action against non-conformities.
• Implemented in-process inspection for torque measurements and final car audit as per customer requirements and VDA standards.
• Formulated web-based monitoring system for KPIs, executed Six Sigma projects to facilitate cost reduction as well as imparted Six Sigma training, statistical quality control and quality/ISO trainings to employees.
• Undertook suppliers audit annually as well as conducted Measurement System Analysis (MSA) and Failure Mode And Effect Analysis (FMEA) for all major business processes.
Previous Professional Experiences:
• Quality Assurance Supervisor, LG Electronics Egypt
• Production Supervisor, LG Electronics Egypt
• Aug ’92 - Nov ‘93: Maintenance Engineer, Al-Olaa Co.
Professional Courses and Certifications: • Certified Customer Service Manager, IIRME, Dubai • Statistical Quality Control, American University in Cairo • 6 Sigma (Green Belt Certificate), American University in Cairo • ISO/TS 16949 Internal Audit Course, Corporate Quality Management, Mercedes-Benz • Failure Mode and Effect Analysis, FMEA, Mercedes-Benz • ISO 9001 Quality Management System Lead Auditor Course, (SGS- Certificate 00/D502879S/10383) • ISO 14001 Internal Audit Course, BSI • Environmental Management Systems Engineering EMS, American University in Cairo • Quality Process Audit according to VDA 6.3, Corporate Quality Management, Mercedes-Benz • Quality Management Systems for Processes (Building Business Process Model), Fraunhofer Institute • Managing People Performance, Logic, KSA • Coaching, Logic, KSA • Handling Difficult Customer, Logic, KSA • Train the Trainer, TOT • Finance for Non-Financial Managers, Logic-Consulting • Time management & Effective Meeting, Logic-Consulting • Effective Leadership, Logic-Consulting • Mercedes-Benz Production System, Lean Manufacturing • Innovation and Creativity Skills, Mercedes-Benz • Problem Solving Skills, LG Electronics • Production Management, LG Electronics • 5 S, LG Electronics