Ahmad Abutaima
Abu Dhabi
Summary
+10 years of proven experience in the GCC region, specializing in Sales and After-Sales processes within the automotive sector. Certified professional with a strong background in premium and luxury brands, including BMW and Porsche. Achieved outstanding recognition for excellence, receiving the highest results in the Aftersales Certification in Dubai (2018) and securing first place in the EV Tournament for the Middle East (2024). Consistently achieved top monthly results in Customer Satisfaction Index (CSI), labor efficiency, and key performance indicators (KPIs) at the branch level.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Certified Aftersales Senior Service Advisor /Acting Reception Supervisor
Abu Dhabi Motors LLC (BMW)
08.2022 - Current
- GKL + Customer Service
- Negotiating process
- Maintain customers data and provide feedback to Department Manager; advising him on
- Assist After sales Manager, Service Manager to deliver the relevant KPI's
- Steers the warranty process and coordinates customer car process within importer/ dealer network
- Ensures customer satisfaction, and customer retention through high-quality processes and
- Implementation of Service & Parts strategies, policies, and guidelines
- Executes and implements market policies & procedures and business processes within importer/ dealer network
Certified Aftersales Service Advisor BMW, Mini, Rolls Royce
Abu Dhabi Motors LLC (BMW)
08.2018 - 08.2022
- Consultant: Drive the implementation of BMW retail Process, Warranty, Audit process
- Took Leadership: Ensures customer satisfaction, and customer retention through high-quality
- Achieved Multiple: Honors for highest number of Rewards, NPS, Incomes, CSI, KPI's
- Provided: Regular and up-to-date status with others Dealer and their process
- Advanced: knowledge on BMW IT Systems (S-Gate, ISPA, AIR, ETK)
- Organized: Managed all phases of work on time with optimum result
- Prepared: For BMW Changes, New process, Challenges, competitors
Certified Aftersales Service Advisor Porsche
AL NABOODA AUTOMOBILES (Porsche)
02.2017 - 08.2018
- Worked closely with various departments to enhance service delivery processes, and drive improvements that met BMW customers' expectations for premium care
- Porsche Portal Network
- Porsche Quality Information System PQI
- Porsche Request Management System PRMS
- CDK (Autoline)
Certified Aftersales Service Advisor BMW
ABU KHADER AUTOMOTIVE, BMW (Jordan & Palestine)
05.2014 - 01.2017
- Resolved customer inquiries and complaints related to BMW products and services by diagnosing root causes and delivering tailored solutions to maintain brand loyalty
- Updated and maintained detailed customer records, ensuring seamless data organization to support efficient service delivery and follow-up
- Making appointments, processing repair orders, quotes and invoices
- Customer handling
Education
Master of Science - Engineering Management
The British University
UAE09-2027
Bachelor - Mechatronics Engineering
Birzeit University
Palestine 05-2014
Skills
- Automotive product expertise
- BMW Applications
- Microsoft Office Proficiency
- Keyloop, Autoline, DMS
- Integrated Service Process Application (ISPA)
- Negotiation skills
- Team collaboration
- Problem-solving
- Sales strategy development
- Client consultations
- Effective communication
- Data-driven decision making
- Customer retention
- Deal Closing
- Complaint resolution
- Automotive industry experience
- Customer service expertise
- Exceptional communication
- Team management
Certificatesandachievements
- BMW Group Service Advisor Certification.
- Global Certified Porsche Advisor.
- CS Champion Reward.
- CX & YOU, BMW Group Middle East, Dubai - 2024.
- X-EV Assessment 2024.
Accomplishments
- Best Employees Awards for 2024.
- Rewarded 10 Times in 2024 for Achieved the highest NPS,CSI ,KPI scores .
- Achieved the Highest Labour in Sales income 3.34 Millions in Year 2023 .
- Achieved the Highest Labour in Sales income 4.2 Millions in Year 2024 .
- Rewarded in 2024 the Top of X_EV Cars TOURNAMENT .
Languages
Arabic
English
German
Hebrew
Certification
- Certified x-EV Assessment .
- Certified BMW Group Service Advisor
Timeline
Certified Aftersales Senior Service Advisor /Acting Reception Supervisor
Abu Dhabi Motors LLC (BMW)
08.2022 - Current
Certified Aftersales Service Advisor BMW, Mini, Rolls Royce
Abu Dhabi Motors LLC (BMW)
08.2018 - 08.2022
Certified Aftersales Service Advisor Porsche
AL NABOODA AUTOMOBILES (Porsche)
02.2017 - 08.2018
Certified Aftersales Service Advisor BMW
ABU KHADER AUTOMOTIVE, BMW (Jordan & Palestine)
05.2014 - 01.2017
Master of Science - Engineering Management
The British University
Bachelor - Mechatronics Engineering
Birzeit University
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