Walid Wadan
Thompson,Canada
Summary
Service operations professional with a strong background in optimizing service delivery and enhancing customer satisfaction. Demonstrates solid focus on team collaboration, ensuring reliable and adaptable performance to meet changing needs. Skilled in process improvement, resource management, and strategic planning. Known for effective communication, problem-solving, and leadership abilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Operation Manager
Rock Country GM.GMC.Buick
07.2023 - Current
- Identify service processes, optimize connected drive activations, enhance budget forecasting
- Foster team growth, improve interpersonal skills, boost customer satisfaction by 21 %
- Develop strong manufacturer relations, streamline budget tracking, enhance financial accountability
- Drive daily service improvements, consistently exceed financial and customer service targets
- Enhanced operational efficiency by implementing robust service protocols
- Achieved 15% increase in operational throughput via strategic process optimization
- Pioneered advanced diagnostic techniques to elevate service quality
- Cultivated a supportive team environment, enhancing collective productivity
- Introduced cutting-edge technology to streamline service operations
- Delivered excellent customer service experiences through regular feedback collection, analysis, and action planning based on client needs.
- Led process improvement initiatives that resulted in reduced cycle times, contributing to increased profitability.
- Achieved consistent on-time project completion by effectively managing schedules, resources, and budgets.
Aftersales Manager - Certified
Stellantis
01.2020 - 08.2023
- Managing day-to-day 5 operations of after-sales
- Budgets and forecasting - P&L
- Responsible for improving NPS & CSV scoring of the region
- Analysis of parts stock FIFO valuation
- Implementation of company policy & brand principles
- Maximize revenue potential through an efficient core process
- FRFT to be the right methodologies with quality procedure
- managing technical & nontechnical Training
- Served food and beverages promptly with focused attention to customer needs.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Identified upsell opportunities through regular analysis of customer feedback and purchase data.
- Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
- Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards. KPI
- Enhanced workplace safety by implementing strict protocols for equipment usage, hazardous material handling, and waste disposal procedures.
- Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
Area Service Manager-certified
Bentley Motors
04.2017 - 12.2019
- Budgets and forecasting & P&L
- Review and maintain KPI performance on a daily basis
- Monitor and supervise the daily reports such as GP& labor Sales
- Reduce obsolete stock and ensure its liquidation
- Proven track record in increasing retention rate &labor sales
- Ability to deal with all level customer Profiles
- Set clearly defined quality standards and monitor compliance to ensure delivery of Zero Error Free
- Implementing service strategies, programs, and processes as directed by Volkswagen AG & Bentley to improve service quality
- Maximum manpower and facility utilization, whilst remaining cost neutral
- Fix-It-Right methodology, Field Quality, and administrating Campaigns
- Maintaining the highest Customer Service Index (CSI) (CEM) rating
- Managed Technical & non-technical training
Service Manager - Certified
Porsche Middle East and Africa FZE
04.2016 - 03.2017
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Implemented strategies to increase customer service satisfaction ratings.
Service Manager - Certified
Porsche Middle East and Africa FZE
05.2012 - 03.2016
- Identify and implement best practices for connected drive service activation, increasing customer satisfaction from 69% to 93.2%
- Enhance workshop productivity, efficiency, and utilization through active aftersales management and KPI analysis
- Develop strong relationships with the manufacturer and control service quality by leading dedicated activities
- Reduce repeat repairs with thorough quality control and conduct coaching for workshop personnel
- Assist service staff with customer care procedures and CRM, ensuring monthly budgets are met
Workshop Manager - certified
Audi Volkswagen Middle East
09.2008 - 04.2012
Service Consultant - Certified
Audi Volkswagen Middle East
08.2004 - 06.2008
Education
Master of Business Administration - Business Administration and Management, General
University of Liverpool
12.2022
diploma - Marketing/Marketing Management, General
SBS Swiss Business School
09.2018
Bachelor of Engineering -
Cairo University
08.2004
Skills
- Workshop Management
- Customer Excellence
- Warranty Administration
- Key Performance Indicators
- Customer Service Management
- Customer Satisfaction
- Coaching
- Customer Relationship Management (CRM)
- Team Building
- Leadership Development
- Complex Problem-Solving
- Time Management
Certification
- Certified Service Manager, Stellantis Middle East Africa, 07/01/20, 07/31/21
- Certified Service Manager, Stellantis Middle East Africa, 07/01/22, 05/31/23
- Certified Work Shop Manager, Porsche Middle East Africa, 01/31/15
- Porsche after sales Excellence- Advanced, Porsche Middle East Africa, 08/31/14
- Porsche Global Certification, Porsche Middle East Africa, 02/29/16
- Certified Service Advisor, VW Audi Middle East Africa, 05/01/09, 06/30/09
- Stellantis Operating Standards, Stellantis Middle East Africa, 04/30/22
- After sales Manager development Programme Module 2, Bentley Motors, 12/31/19
- After sales Manager development Programme Module 1, Bentley Motors, 10/31/24
Hobbies and Interests
automotive Technology's
Languages
English
Full Professional
Arabic
Native or Bilingual
Timeline
Service Operation Manager
Rock Country GM.GMC.Buick
07.2023 - Current
Aftersales Manager - Certified
Stellantis
01.2020 - 08.2023
Area Service Manager-certified
Bentley Motors
04.2017 - 12.2019
Service Manager - Certified
Porsche Middle East and Africa FZE
04.2016 - 03.2017
Service Manager - Certified
Porsche Middle East and Africa FZE
05.2012 - 03.2016
Workshop Manager - certified
Audi Volkswagen Middle East
09.2008 - 04.2012
Service Consultant - Certified
Audi Volkswagen Middle East
08.2004 - 06.2008
diploma - Marketing/Marketing Management, General
SBS Swiss Business School
Bachelor of Engineering -
Cairo University
Master of Business Administration - Business Administration and Management, General
University of Liverpool
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