AMR EID KHALAF
Riyadh City _ Alyarmouk District
Summary
Customer service manager driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care. Effective problem solver Negotiation expert Process improvement specialist Customer-focused Detail-oriented Microsoft Outlook, Word and Excel Inventory control Adherence to high customer service standards Analytical skills
Overview
16
16
years of professional experience
Work History
Maintenance Services Executive Manager
Hamad A.Al-Manea & Partner Trade Co. For Electric Appliances & Air Condition
08.2022 - Current
- Develop strong after sales organization compels highest after sales SVC levels in KSA
- Manage after sales KPI achievement by improving fundamental operation performance [RTAT Develop Customer differentiated service via unique customer oriented management
- Regular service network optimization activities in order to fit customer needs.
- Periodic service Technician level evaluation for ensuring premium service delivery to our customer.
- Service cost optimization Via Periodic analysis.
- Field Quality status monitoring & analysis.
- Manage Defective return & Grading process
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Built and deepened relationships with internal and external personnel to enhance client retention and growth plans.
- Communicated with customers and vendors positively with particular attention to problem resolution.
B2B ID Service & Technical Support Manager
LG Electronics Egypt
01.2021 - 07.2022
- Develop strong after sales organization for information display B2B Business in Egypt market.
- Manage after sales KPI achievement by improving fundamental operation performance
- Collaborated with B2B sales team to achieve sales growth target
- Establish new role model after sales module in MEA which focus on customer satisfaction and deliver unique services.
- Secure Part supply through advance part forecasting and continues monitoring and follow up
- Increased customer satisfaction by resolving ID technical issues.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Customer Service Network /Technical Support Manager
LG Electronics Egypt
09.2016 - 12.2020
- Monitor and enhance service regional operation [Egypt, Tunisia & Libya]
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot.
- Develop Customer differentiated service via unique customer oriented management.
- LG Egypt service Network performance monitoring & enhancement. [RTAT < 3 days, Reclaim % 90%]
- Regular service network optimization activities in order to fit customer needs.
- Field Quality status monitoring & reporting to HQ for early Quality issue detection & improve product quality.
- Regular service centers on site audits in order to insure healthy operation based on data analysis.
- PL Cases Management.
- Provide Daily Technical support to our service network & CIC Via technical support professional Engineering team.
- Deliver periodic technical & MOT training to service Network & CIC in order to assure high quality service providence [16 Hours offline & 24 Hours Online training].
- Periodic service Technician level evaluation for ensuring premium service delivery to our customer [80% over level 3 Tech].
- Service cost optimization Via Periodic analysis.
- Analyzed and developed service goals for in-bound call center.
Field Quality & Defective Return Manager
LG Electronics Egypt
11.2013 - 09.2016
- Field Quality status monitoring & analysis.
- Quality issues Reporting to HQ via QMS.
- Reduce defective return rate via periodic detail analysis.
- Utilize & reduce defective return stock based on LG standards.
- Manage Defective return collection process [Logistics & Warehousing]
After Sales Service, Planning Manager
LG Electronics Egypt
09.2011 - 11.2013
- Manage customer service network performance & KPIs.
- Customer service network optimization based on performance.
- Service Cost monitoring & analysis.
- Quality reporting to HQ & FFR analysis and set up improvement plan.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints in empathetic manner.
Outgoing Quality Assurance Engineer
LG Electronics Egypt
04.2008 - 09.2011
- Ensure final production quality product based on LG global standards.
- Root cause finding & solving for field quality issues via FFR detail monthly analysis .
- ISO standard implementation & supervision .
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
The Higher Institute of Engineering
Elshorouk City, Egypt2007
Skills
- Customer-focused
- Strategic planning
- Effective problem solver
- Process improvement specialist
- Customer Relationship Management (CRM)
- Detail-oriented
- Performance Management
- Analytical skills
- Coaching and mentoring
- Goal Setting
- Budget Planning
- Quality Assurance
Accomplishments
- Date Of Birth : 17.05.1985.
- Marital status : Married.
- Military status : Exempted.
- Driving License : Valid
Hobbies
- Play Station
- Squashes
- Movies watching
- Outing
- Snorkeling
Timeline
Maintenance Services Executive Manager
Hamad A.Al-Manea & Partner Trade Co. For Electric Appliances & Air Condition
08.2022 - Current
B2B ID Service & Technical Support Manager
LG Electronics Egypt
01.2021 - 07.2022
Customer Service Network /Technical Support Manager
LG Electronics Egypt
09.2016 - 12.2020
Field Quality & Defective Return Manager
LG Electronics Egypt
11.2013 - 09.2016
After Sales Service, Planning Manager
LG Electronics Egypt
09.2011 - 11.2013
Outgoing Quality Assurance Engineer
LG Electronics Egypt
04.2008 - 09.2011
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
The Higher Institute of Engineering
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