Authorized Service and Contracts Manager
Shaker Group LG
Total years of experience :12 years, 11 Months
Monitor and implement Authorized Services Center processes and procedures.
- Provide weekly evaluations and reviews of the production and support staff that provides
feedback the individual/Authorized Home Services performances towards reaching their
respective goals and KPIs.
- Provide individual Coaching as required to train individuals on best ways to use Authorized
Home Services’ resources and selling systems to meet the customer’s needs.
- Run monthly training meetings to cover:
- KPI reviews
- Performance acknowledgements and awards
- Complaints handling
- Safety Concerns
- Products issues
- Manufacturer’s Training
- Act as a mentor to encourage individual growth.
- Motivate and encourage staff throughout Authorized Services Center.
- Correct/modify/create/eliminate processes and procedures that fail to add value to
Authorized Services Center’ services or business results.
- Handling customers’ complaints by coordination with CC & SVC Team.
- Dealing with MCI Complaints by investigating, following up & closing Customers’ complaints by coordination with CC.
- Analyze customer complaints to find root cause for corrective action plans.
- Analyzing Customer’s feedback through happy call results for keeping up Positive Experience & avoiding Negative Ones.
- Customer satisfaction enhancement by Following up pending jobs for Reducing Repair Lead time.
- Breakdown all JetSmarter props and setup. - Coordinate travel related concierge services in-flight and on the ground, including but not limited to: arranging hotel reservations, catering requests, transportation booking and special requests. - Arrive at the Jet shuttle to set up and pleasantly greet guests. - Identify opportunities to retain members and increase member satisfaction. - Communicate with members regarding flight updates, delays and cancelled flights. - Serve as the liaison between members, JetSmarter Operations team and the operator of the shuttle route. - Responsible for handling on ground experience when delays occur to ensure overall members satisfaction. - Own all requests and complaints, resolve issue immediately and follow up to ensure the guests satisfaction. Ability to communicate calmly with aggressive, overwhelmed and disappointed members. - Anticipate member’s needs and proactively provide refined luxury service. - Maintain complete confidentially with member information.
- Reviewing Employment Contracts. - Managing Personnel Affairs. - Coordinating with Accounting Unit for payroll and staff invoices. - Coordination with health insurance provider. - Recruitment duties.
- Lead projects progress meetings. - Participate in estimation process with engineers. - Handle all HR Operations and Recruitment duties both local and overseas. - Market the business to large corporations. - Procurement Management. - Defining new vendors/suppliers from local and overseas markets. - Supervising the accounting unit. - Managing public and government related affairs
Educational Qualifications Safety Leadership Arabian Safety Training Center Khobar JAN 2015, BA in Economics University of 6th October Egypt JUN 2011, Quantitative Methods in Economy Warsaw Business School POLAND AUG 2005, English Diploma Interlink UK OCT 2002, English Diploma MLS Institute UK MAY 2003, Dutch Language Talen Centrum The Netherlands FEB 2002,
