Wassim ElShaikh
Dubai
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Service Advisor
Altayer Motors
2015.06 - Current
- Suggested add-on services that would be helpful to customers and improve bottom line
- Completed documentation and logs each day and generated weekly reports detailing activities
- Escalated incidents to next level to remain compliant with company's standards and procedures
- Researched complex problems and resolved issues in timely manner
- Handled customer issues with confidence to provide effective resolution
- Capitalised on multiple up-sell opportunities with new and potential customers
- Pleasantly greeted customers and asked open-ended questions to better determine needs
- Responded to customer requests with friendly, knowledgeable service and support
- Read and followed technical documentation to complete accurate repairs
- Explained estimates and determined repair timelines to manage customer expectations
- Gave accurate quotes on needed repair work, fully educating customers on possible options and plans of action
- Inspected completed repairs to check for accuracy and functionality and maintain customer satisfaction
- Assessed vehicle maintenance status and completed needed service
Service Advisor
Galadari Motors
2014.09 - 2015.05
Senior Service Advisor & Deputy Reception Manager
AbouGhaly
2010.04 - 2014.09
- Escalated incidents to next level to remain compliant with company's standards and procedures
- Prepare Carry Over report and VOR for the service canter and raise it to the management to take its action for un available spare parts, and follow up the parts situation
- Follow up all invoiced and un invoiced job order for the service canter
- Prepare monthly comeback and complaint report
- Prepare and training new service advisor to be ready to work
- Divided the monthly target on the service advisors and follow up them to achieve it
- Prepare develop plan for the service advisors and after refer to what they need to improve themselves
- Prepare develop a plan to development the reception department to increase the parts, accessories and labor sales
Service Advisor & Warrant Administrator
Yassin Group
2009.08 - 2010.04
- Receive Customer Vehicles for Service and Repair Jobs and raise repair orders on Dealer Management Systems (DMS)
- Technically competent to understand the customer needs and requirements and accordingly raise Service Orders
- Able to provide detailed explanation on jobs to be carried out on vehicle
- Provide detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval from customers
- Ability to advise customers on the required vital jobs
- Should have flair for Selling Value added Services, Service Contracts and accessories
- Able to make every effort to resolve Customer Complaints and ensure customer has positive ownership experience
- Regularly follow up with Workshop controller and technicians on his vehicles and update Customers regularly on the job progress and ensure delivery of the vehicle at the promised time
- Raise for Warranty approvals
- Raise special orders for parts not available and follow up and keep customer informed
- Prepare Invoices on DMS and arrange for Active delivery of vehicles
- Follow up payments of credit customers and ensure collection within stipulated time
- Regularly monitor orders raised by him and ensure timely billing
- Conduct post service follow up to ensure customer satisfaction
Education
MBA -
Learners University College
Dubai, United Arab Emirates08.2024
B.Sc. in Automotive and Tractors Engineering - Mechanical Engineering
Helwan University
Mattaria, Cairo01.2009
Skills
- Complaint resolution
- Client rapport
- Staff education and training
- Telemarketing expertise
- Sales expertise
- Estimate preparation
- Automotive industry experience
- Customer service expertise
- Exceptional communication
- Technical knowledge
- Service department knowledge
- Listening Skills
- Multitasking and Organization
- Excellent Communication
- Team Collaboration
- Customer Relationship Management
- Performance Goals
- Warranty Claims Process Management
- Problem-Solving
- Safety awareness
- Relationship Building
Certification
- Computerized Engine Management Scan Tools (In Faculty of Engineering-Mattaria 2007)
- Automotive Electric EL1 & EL2, Ignition Systems JET1 (L) & Motronic JET4 (L) (In A-Part from 01/2008 to 02/2008)
- Diesel Engine Technology (In Faculty of Engineering-Mattaria 2009)
- Automotive Transmission Fundamentals (In Engineering Company for Trading and Training 2009)
- Sales Techniques (in Abou Ghaly Motors 2011)
- Shell Technical Training (in Abou Ghaly Motors 2012)
- Chrysler on-Line Training (LMS) (customer service, communication skills and technical courses)
- Certified service advisor (Gabbour academy - 06/01/14)
- Land Rover Academy & AlTayer Motors (Classes room since 08/2015 to present date)
- Stress & Conflict Management (AlTayer Motors - 03/01/18)
Accomplishments
- Castrol Challenge (Position of 4th Runner up in 2018)
- Castrol Challenge (Position of 3rd Runner up in 2017)
- Land Rover (service advisor level 2 in 03/31/16)
- First top performer (National Skills Contest 2012 in Chrysler Egypt)
Languages
Arabic
English
Personal Information
- Date of Birth: 03/05/87
- Nationality: Egyptian
Timeline
Senior Service Advisor
Altayer Motors
2015.06 - Current
Service Advisor
Galadari Motors
2014.09 - 2015.05
Senior Service Advisor & Deputy Reception Manager
AbouGhaly
2010.04 - 2014.09
Service Advisor & Warrant Administrator
Yassin Group
2009.08 - 2010.04
MBA -
Learners University College
B.Sc. in Automotive and Tractors Engineering - Mechanical Engineering
Helwan University
- Computerized Engine Management Scan Tools (In Faculty of Engineering-Mattaria 2007)
- Automotive Electric EL1 & EL2, Ignition Systems JET1 (L) & Motronic JET4 (L) (In A-Part from 01/2008 to 02/2008)
- Diesel Engine Technology (In Faculty of Engineering-Mattaria 2009)
- Automotive Transmission Fundamentals (In Engineering Company for Trading and Training 2009)
- Sales Techniques (in Abou Ghaly Motors 2011)
- Shell Technical Training (in Abou Ghaly Motors 2012)
- Chrysler on-Line Training (LMS) (customer service, communication skills and technical courses)
- Certified service advisor (Gabbour academy - 06/01/14)
- Land Rover Academy & AlTayer Motors (Classes room since 08/2015 to present date)
- Stress & Conflict Management (AlTayer Motors - 03/01/18)
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