KAMAL MAHMOUD ALI

Service Advisor (Interim Position)
Aug 2024 – Feb 2025

Key Responsibilities:

• Acted as a Service Advisor on a temporary basis, covering for Zayed every Friday for 6 months and also replacing Ahmed Farouk during his sick leave.
• Managed customer appointments and coordinated vehicle service schedules, ensuring timely service and customer satisfaction.
• Opened job cards, recorded customer concerns, and created clear instructions for the workshop team.
• Conducted Vehicle Health Checks (VHC), documented findings, and communicated outcomes to customers.
• Ensured that all customer issues were logged into the system and followed up as needed to provide efficient resolutions.
• Gained hands-on experience with job card analysis, understanding vehicle components, and honing attention to detail through documentation review.
• Delivered excellent customer service by being attentive to customer needs, providing updates, and ensuring high satisfaction levels. Delivered exceptional customer service by address
• Ing inquiries, resolving complaints, and providing information, enhancing customer satisfaction and loyalty.
• Managed and prioritized a high volume of customer interactions through phone, email, and in-person communication, consistently meeting performance targets and service level agreements.
• Utilized CRM software to track and manage customer interactions, ensuring accurate and up-to-date records for follow-up and reporting purposes.
• Coordinated with my supervisor to resolve complex issues and facilitate smooth service delivery, improving overall operational efficiency.
• Conducted follow-up calls and surveys to gauge customer satisfaction and identify areas for improvement, contributing to a VOC & NPS score & Response rate increase in positive feedback.
• Assisted in the development and implementation of customer service policies and procedures, resulting in streamlined operations and enhanced service quality.
• Trained and mentored new team members, providing guidance and support to ensure alignment with company standards and goals.

• Company Overview: (Under Dubai Holding)
• Developed and implemented guest relations strategies and procedures, enhancing overall guest satisfaction and contributing to a increase in positive guest feedback.
• Handled complex guest inquiries and complaints with professionalism and empathy, resulting in a [specific percentage or number] increase in guest retention.
• Coordinated with various hotel departments, including housekeeping, concierge, and front desk, to ensure seamless service delivery and resolve any issues efficiently.
• (Under Dubai Holding)

• Developed and implemented operational procedures and guidelines to enhance efficiency, reduce costs, and maintain compliance with health and safety regulations.
• Conducted regular staff training and performance evaluations, providing feedback and support to improve team performance and service delivery.