AMR EID KHALAF
Riyadh City _ Alyarmouk District
Summary
Accomplished After Sales Service Leader with over 18 years of experience in the consumer electronics sector, including 14 years at LG Electronics, specializing in nationwide after-sales operations in Saudi Arabia. Expertise in driving operational excellence has consistently improved customer satisfaction, reduced turnaround times, and optimized spare parts profitability. Proven track record in managing high-volume operations and leading multi-site teams to transform after-sales organizations into performance-driven, revenue-generating entities. Strong skills in service strategy, KPI governance, inventory optimization, cost control, and enhancing customer experiences underscore a commitment to delivering exceptional service outcomes.
Overview
18
18
years of professional experience
Work History
CE Aftersales Service Executive Director
Hamad A.Al-Manea & Partner Trade Co. For Electric Appliances & Air Condition
08.2022 - Current
- Lead nationwide after-sales operations across 13 service branches in Saudi Arabia
- Manage a total workforce of 340+ personnel:
* 240 technicians
* 35 administrative staff
* 67 outsourced staff - Oversee high-volume operations handling 15,000 – 16,000 service orders monthly
- Manage spare parts inventory exceeding SAR 4M+, ensuring optimal availability and turnover
- Drive spare parts revenue through direct sales and out-of-warranty service operations
- Improved service turnaround time from 5.6 days to 2.6 days (54% improvement)
- Increased customer satisfaction score from 3.2 to 4.0
- Ensure SLA compliance, improve first-time fix rate, and maintain service quality across all branches
- Optimize operational efficiency and reduce service costs through process improvements and workforce planning
- Lead cross-functional coordination between service, supply chain, and vendors
- Manage escalations and ensure consistent customer experience excellence nationwide
B2B ID Service & Technical Support Manager
LG Electronics Egypt
01.2021 - 07.2022
- Manage after sales KPI achievement by improving fundamental operation performance
- Established role model after sales module in MEA, prioritizing customer satisfaction and unique service offerings.
- Increased customer satisfaction by resolving ID technical issues.
- Developed after sales organization for information display B2B business in Egypt market, enhancing service delivery.
- Collaborated with B2B sales team to achieve sales growth target
- Secure Part supply through advance part forecasting and continues monitoring and follow up
- Engaged in continuous improvement by generating suggestions and collaborating on problem-solving activities to foster teamwork.
CS Network Operations /Technical Support Head
LG Electronics Egypt
09.2016 - 12.2020
- Provide Daily Technical support to our service network & CIC Via technical support professional Engineering team.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot.
- LG Egypt service Network performance monitoring & enhancement. [RTAT < 3 days, Reclaim 4%]
- Conducted regular service network optimization activities to align with customer needs.
- 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].
- Monitor and enhance service regional operation [Egypt, Tunisia & Libya]
- 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.
- Managed product liability cases by tracking progress and ensuring compliance with legal standards.
- Optimized service costs through periodic analysis.
- Analyzed and developed service goals for in-bound call center.
- Developed differentiated service offerings through customer-oriented management.
Field Quality & Defective Return Manager
LG Electronics Egypt
11.2013 - 09.2016
- Reduced defective return rate through detailed periodic analysis.
- Utilized LG standards to manage and reduce defective return stock.
- Oversaw the collection process for defective returns in logistics and warehousing.
- Monitored and analyses field quality status to ensure compliance with standards.
- Reported quality issues to headquarters through the quality management system.
After Sales Service, Planning Manager
LG Electronics Egypt
09.2011 - 11.2013
- Managed customer service network performance and KPIs to enhance service delivery.
- Customer service network optimization based on performance.
- Supported customer service managers through training and operational assistance to enhance team performance.
- Investigated and resolved customer inquiries and complaints, fostering positive customer relationships.
- Quality reporting to HQ & FFR analysis and set up improvement plan.
- Service Cost monitoring & analysis.
- Led cross-functional teams in the development and implementation of strategic planning initiatives, driving organizational growth.
- Collaborated with senior management to understand needs, successes and failures of existing strategies.
- Analyze performance data to identify trends, making recommendations for process improvements and efficiency gains.
Outgoing Quality Assurance Engineer
LG Electronics Egypt
04.2008 - 09.2011
- Implemented ISO standards across departments to ensure compliance and quality control.
- Ensure final production quality products based on LG's global standards.
- Assisted in the development of training materials for new QA staff, promoting best practices.
- Managed documentation for quality assurance activities, ensuring traceability and compliance.
- Analyze manufacturing processes for identification and elimination of defects, enhancing product quality.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
The Higher Institute of Engineering
Elshorouk City, Egypt2007
Skills
- Process improvement specialist
- Strategic budget development
- Quality management
- Performance improvement strategies
- Critical thinking abilities
- Strategic planning
- Client management
- Detail-oriented
- Effective problem solver
- Mentoring and development skills
- Strategic goal setting
- Customer-focused
Accomplishments
- Date Of Birth : 17.05.1985.
- Marital status : Married.
- Military status : Exempted.
- Driving License : Valid
Languages
English
Upper Intermediate
B2
Arabic
Proficient
C2
Timeline
CE Aftersales Service Executive Director
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
CS Network Operations /Technical Support Head
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