Shadi Abuzaid

Achievements:

• Achieved monthly service net sales targets with 100%-120%.
• Accelerated service net sales growth with 88% and parts sales thru service growth with 83%.
• Increased service upselling growth with 110%.
• Expanded customer base and retention with 75%.
• Improved NPS (net promotor score) with 75% and FFV (first time fix vehicle) with 90%.

Duties:

• Supervised successfully a fourteen - member cross- functional (service, parts, Bodyshop) team and coordinated with six business partners to control daily operations and to achieve better results and highest customer satisfaction.
• Conducted performance evaluations and provided continuous feedback on performance.
• Provided expert guidance and support for technicians in the diagnosis of difficult repairs daily.
• Implement internal quality measures and processes for corrective action when required.
• Approved warranty repairs and reviewed job cards to claim by warranty department daily.
• Ensured workshop is well organized, safety and cleanliness standards are maintained.
• Produced and submitted regular reports to National Service Manager on the branch performance and areas of improvement.

Achievements:

• Achieved service KPIs and service net sales target by 100% and above monthly.
• Improved NPS score growth by 45%.

Duties:

• Managed successfully an eight- member cross- functional team, and control workflow daily to achieve highest results and customers satisfaction.
• Assigned repairs to technicians and supervised them to fix vehicle at first time by provided them all support, technical advice and instructions and raised technical ticket once needed.
• Held daily and weekly meetings with team to discuss workshop productivity, results and to develop the service process.

Achievements:

• Increased warranty revenue growth by 150%, with Approval claims submission by 100% .
• Obtaining third rank in regional NISAC and NISTEC contests.

Duties:

• Reviewed and verified warranty repairs eligibility and submitted claim as per Nissan P&P.
• Implemented and revised the warranty- related policies and procedures and managed processes, claims and daily warranty operations.
• Trained service team to improve their skills and advised them to complete LMS web courses.
• Coached the technicians with expert guidance and support in diagnosis of difficult repairs and raised technical report to regional office.
• Prepared and held Contest for team (service, parts advisors and technicians) to select the candidates and trained them to share the regional contest yearly.
• Submitted monthly report of warranty and training figures to Service Manager.