Walid Ferej

• Lead front-office team and oversee all customer service processes.
• Directed scheduling, estimation, and production workflows.
• Supported strategy that achieved $900K in monthly sales.
• Resolved escalated insurance and customer complaints.
• Conducted continuous research on customer experience.
• Managed repair scheduling, from minor to major jobs, to optimize body shop productivity and consistently reach the target of 110 vehicles repaired per month.

• Guided customers through the collision repair process.
• Delivered accurate estimates and coordinated with insurers.
• Resolved customer concerns proactively.
• Provided administrative support to improve workflows.
• Coordinated with parts suppliers and technicians to minimize repair delays.
• Monitored repair progress and supported production scheduling to keep vehicles on track for timely delivery.

• Negotiated contracts and agreed on vendor repair rates to control costs while expanding service options for customers.
• Evaluated provider repair processes and bodyshop tools to maintain quality and compliance with company standards
• Monitored repair costs and tracked average labor and parts costs across providers to ensure efficiency.
• Implemented the Audatex estimating system, including estimate creation, appraisal processes, and vendor training.
• Drafted and edited communications, correspondence, and presentations to support operations.
• Provided comprehensive support to Head of Motor Operations to ensure professional and effective service experience.

• Cleared a large backlog of accident report fees with Najm Insurance Services and determined payments based on liability.
• Reviewed and analyzed suspicious and potentially fraudulent claims.
• Directed and coordinated investigations conducted by loss adjusters.
• Processed vendors’ repair and parts invoices and issued accurate payments.
• Led the Damage Assessment project to register a comprehensive database of spare parts codes and prices.
• Compiled quarterly reports synthesizing claim data for management review.