IHLAS FAROOK
Summary
Results-driven Customer Service Professional with two decades of unparalleled experience serving iconic luxury brands such as Mercedes Benz, BMW, and Rolex in the after-sales industry. Committed in delivering world-class service excellence, I aim to leverage my extensive expertise, passion for customer satisfaction, and a proven track record to elevate customer experiences and drive strategic growth for an industry-leading organization
Overview
18
18
years of professional experience
1
1
Certification
Work history
Service Reception Supervisor
BMW (AGMC)
Dubai, UAE
10.2020 - 06.2022
- Effectively managed a team of 8 Service Advisors, providing guidance, training, and performance feedback to ensure they consistently delivered exceptional customer service.
- Implemented customer-centric strategies resulting in a notable increase in both Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) by 15 points, reflecting a heightened level of customer satisfaction.
- Controlled service workflow by implementing streamlined processes and efficient scheduling techniques, reducing customer wait times by 20% and increasing overall department productivity.
- Contributed significantly to revenue generation by promoting service packages and additional offerings, resulting in a 10% year-over-year increase in service department revenue.
- Skillfully managed customer escalations and complaints, addressing issues promptly and effectively, resulting in a 30% decrease in escalated cases and a boost in customer loyalty.
- Spearheaded process improvement initiatives to enhance service department operations, resulting in a 25% reduction in administrative errors and a more efficient service delivery process.
- Played a pivotal role in revenue growth by successfully upselling spare parts and service packages, contributing to a 12% annual increase in service department revenue.
Service Reception Supervisor
Mercedes Benz (Gargash Enterprises)
Dubai, UAE
05.2005 - 07.2020
- Managed and mentored a team of 10 Service Advisors, fostering a customer-centric culture and achieving a 15% improvement in team performance through coaching and development.
- Successfully implemented customer service initiatives resulting in a 20-point increase in Customer Satisfaction Index (CSI) and a Net Promoter Score (NPS) increase of 25, showcasing improved customer satisfaction and loyalty.
- Led efforts to streamline service operations, reducing wait times by 20% and enhancing overall department efficiency, resulting in a 30% increase in throughput of 2800 plus job cards monthly.
- Managed relationships with VVIP clients, ensuring personalized service and prompt issue resolution, contributing to strong client retention and a 15% increase in revenue from this segment.
- Lucratively drove service measures by collaborating with warranty departments, increased warranty extensions, and additional services, leading to a 12% annual increase in service department revenue.
- Collaborated seamlessly with various departments, including Spare Parts, Warranty, and B2B, to ensure smooth coordination and service delivery, enhancing overall customer experience and departmental efficiency.
- Introduced and oversaw process improvements that reduced service delivery errors by 25% and streamlined service workflows, resulting in improved customer satisfaction and resource optimization.
- Utilized data analysis and key performance indicators (KPIs) to make informed decisions, identify areas for improvement, and create data-backed strategies for service department growth and customer satisfaction
Head of Client Services (Service Manager)
Swiss Watch Services (Rolex)
Dubai, UAE
07.2022 - 07.2023
- Successfully managed a team of 14 service professionals, providing leadership, guidance, and support to achieve departmental goals and enhance customer satisfaction.
- Developed and implemented strategic plans to meet and exceed revenue targets, resulting in a 15% increase in annual service revenue.
- Led budgeting and financial management efforts, consistently achieving cost-saving measures while maintaining high-quality service standards.
- Collaborated with cross-functional teams to establish and monitor Service Level Agreements (SLAs) with sub-dealers, ensuring compliance and timely service delivery.
- Conducted regular performance evaluations and provided coaching and training to staff members, resulting in a 20% improvement in overall team productivity.
- Spearheaded customer satisfaction initiatives, resulting in a significant improvement in the Customer Satisfaction Index (CSI) by 10 points within one year.
- Fostered strong relationships with key B2B clients, addressing their unique service needs and ensuring long-term partnerships and repeat business.
- Implemented process improvements and automation tools to streamline service operations, reducing response times by 25% and resulted in enhanced TAT
- Acted as a liaison between the service team and upper management, providing regular reports and updates on departmental performance and initiatives.
- Maintained a strong commitment to safety protocols, resulting in a 0% accident rate within the service team.
Education
Bachelor of Business Administration - Business
Albedo School Of Business Management (ASBM)
Kerala, IndiaDiploma - Mechanical Engineering
Institute Of Mechanical Engineers (IME)
Mumbai, IndiaSkills
- Customer Centric
- Exceptional interpersonal communication
- Customer Relationship Management Software (CRM & SAP)
- Negotiation expert
- MS Office expert
- Performance management
Languages
English
Proficient (C2)
Tamil
Proficient (C2)
Hindi
Proficient (C2)
Malayalam
Proficient (C2)
Urdu
Intermediate
Arabic
Beginner
Certification
- Certified Service Advisor (Mercedes Benz & BMW)
- AMG Expert Training (Advanced, Professional & Masters)
- Daimler Certified Supervisor
Timeline
Head of Client Services (Service Manager)
Swiss Watch Services (Rolex)
07.2022 - 07.2023
Service Reception Supervisor
BMW (AGMC)
10.2020 - 06.2022
Service Reception Supervisor
Mercedes Benz (Gargash Enterprises)
05.2005 - 07.2020
Bachelor of Business Administration - Business
Albedo School Of Business Management (ASBM)
Diploma - Mechanical Engineering
Institute Of Mechanical Engineers (IME)
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