Omnia Shoukry

Automotive Customer Quality Manager at Nissan Middle East FZE

• United Arab Emirates - Dubai
• My current job since November 2017

Support Aftersales Service Managers for better operation.
* Supports dealers in achieving their retail service sales and enduring
profitable growth.
* Analyses dealer service operations and processes, identifies areas in
need of improvement, makes recommendations for Action Plans and
corrections of problems, and ensures implementations of solutions and
their results.
* Business Planning
 Agree on Business Plan with Dealers
 Educate the Importance of Aftersales Business, if necessary
* Feedback of Dealer Monthly Report
 Collect Dealer Monthly Report
 Analyse Dealer Monthly Report
 Provide feedback of the Analysis Result to Aftersales Service
Managers
 Agree on Additional Improvement Activities, if necessary
* Dealer Scheduled Visit
 Plan Dealer Visit
 Provide feedback of the Analysis Result directly to Aftersales Service
Managers
 Follow up the Status of Previously Agreed Activities and Action Plans
 Review Dealer Operation
 Support Introduction and Implementation Activities Provided by NSC
 Agree on Additional Improvement Activities / Action Plans, if necessary
* Conduct Audits for the dealers
 AS-DOS ( After Sales- Dealer Operations Standards )
* Support and coach Frontline Staff for service
 Conduct on Job training for the SAs if needed
 Support Frontline staff with their customer handling skills
 Regular observations visit to Assis the aftersales operation and
processes
- Customer Quality

Senior service advisor at Alfuttaim Trading Enterprises

• United Arab Emirates
• September 2015 to October 2017

Ensure condition of vehicle is thoroughly checked and discrepancies
noted and communicated to customer while receiving the vehicle; and
record any customer requests.
* Ensure proper delivery of the vehicle to the customer and clearly
communicate to the customer the jobs carried out.
* Qualify and confirm customer complaints and provide advice about vehicle
repair, repair duration and warranty
* Ensure effective personal and telephonic communication with customers
regarding charges, approvals and negotiations.
* Provide estimates of simple repairs to customer and negotiate repair
charges (and service charges, if required)
* Achieved monthly financial targets set for Labour Hours, Parts and other
sales.
* Manage and monitor Work in progress to ensure timely delivery of the
vehicle to customer.
* Ensure customer is reminded about the next service due
* Train new service advisors.
* Handling and resolving customer concerns

Senior service advisor at Bavarian Auto Group

• Egypt
• April 2014 to September 2015

Making appointments, processing repair orders, quotes and invoices
* Providing customer support via phone and face-to-face at the dealership
* Qualifying customer problems and logging them for technicians to review
* Ensuring customer approval for all remedial work to be carried out
* Promoting our range of vehicle parts and accessories
* Internal coordination of service work to adhere to commitments made to
customers
* Estimating costs and time for work to be carried out, and maintaining
customer contact to ensure smooth delivery of vehicle

Technical advisor

• May 2013 to March 2014

Scheduling and distribution of work to effect maximum output.
* Promote the service through exceptional customer interaction.
* Diagnose vehicles problems and provide the technicians with a suitable
guidelines for the required repair
* Getting warranty approval from the manufacturer company for any parts
required to be changed by providing all the necessary analysis and
reports

Service advisor at Peugeot – CDCM

• Egypt
• May 2011 to May 2013

Greeting customers and scheduling service appointments
* Ascertains vehicles problems and services by listening to customer's
description of symptoms; clarifying description of problems; conducting
inspections; taking test drives; checking vehicle maintenance records;
examining service schedules.
* Verifies warranty and service contract coverage by examining records and
papers; explaining provisions and exclusions.
* Develops estimates for the cost and time needed for repairs
* Prepares repair orders (RO) by describing symptoms, problems, and
causes discovered, as well as repairs and services required; obtaining
approval signatures; entering RO into service database system.
* Maintains customer rapport by explaining estimates and expected return
of vehicle; obtaining customer's approval of estimates; obtaining and
providing contact telephone numbers; answering questions and concerns;
arranging towing and temporary transportation.
* Maintains automotive records by recording problems and corrective
actions planned.

• Egypt
• July 2009 to September 2009

at KIA Motors

• United Arab Emirates
• July 2008 to August 2008

Training at: Elrawas Company.
January 11- March 11 Training at:

at Engineering Automotive Manufacturing Co

• June 2006 to July 2006