KHALED ELFAYED
Jeddah,Saudi Arabia
Summary
Results-oriented automotive Center Manager with 12 years of proven success in managing service center operations, achieving performance KPIs, and leading high-performing teams. Looking to leverage my operational expertise to drive efficiency, customer satisfaction, and revenue growth. Results-oriented Service Center Manager with background in managing service centre operations and leading high-performing teams. Achieved customer satisfaction and revenue growth by implementing a customer feedback system and optimising workflows. Focused on driving operational excellence and building strong client relationships.
I have previously worked at Al Jomaih Automotive Company, AC Delco Centers, and most recently, Universal Motors Agencies
I look forward to developing my professional skills by applying to join your team.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Center Manager
Universal Motor Agencies UMA Al Tawkilat
2024.01 - Current
- Implemented a customer feedback system, which led to the development of two new services in response to demand.
- Monitored staff performance and developed improvement plans.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Developed and maintained relationships with key clients to secure repeat business and foster loyalty.
- Set up business contracts, obtained signatures and processed paperwork.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Lead and mentor a team of service advisors, technicians, and administrative staff.
- Monitor key performance indicators (KPIs) including revenue targets, job completion time, and customer feedback.
- Coordinate with parts, insurance, and warranty departments to streamline service delivery.
- Handle complex customer concerns and maintain long-term client relationships.
- Implement process improvements to increase productivity and reduce downtime.
- Ensure compliance with safety standards, quality control, and company policies.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Managed day-to-day operations of the service centre, overseeing a team of 20 employees to deliver high-quality customer service.
Service Center Manager
ACDELCO (Al Jomaih)
2021.01 - 2024.01
- Led day-to-day operations of the automotive service center, ensuring high levels of customer satisfaction and operational efficiency.
- Supervised service advisors, technicians, and support staff to meet productivity and quality targets.
- Monitored workshop performance, including KPIs such as service turnaround time, revenue, and customer feedback.
- Coordinated with parts and insurance departments to ensure timely job completion and accurate billing.
- Handled customer escalations, resolved complaints, and maintained strong client relationships.
- Managed inventory, procurement, and ensured compliance with safety and quality standards.
- Prepared weekly and monthly performance reports for upper management.
Reception Supervisor
Al jomaih
Jeddah, Saudi Arabia
2018.01 - 2021.01
- Managed reception area and team, providing exceptional customer service and maintaining high standards of professionalism.
- Handled guest complaints with empathy and discretion, resolving issues to ensure repeat business.
- Kept front desk supplies sufficient through regular stock counts, ordering low stocks when necessary.
- Coordinated bookings, appointments, and schedules to maximise efficiency and guest satisfaction.
- Oversaw daily cash transactions, ensuring accuracy in billing and financial records.
- Prepared detailed reports on reception activities and performance metrics for senior management review.
- Managed company's diary by arranging bookings, assessing availability, taking bookings and sorting cancellations.
- Coordinated staff schedules, arranging based on busy reception periods and contracted hours.
- Created a welcome packet for guests, including local attractions and services, enhancing guest experience.
Automotive Service Advisor
General Motors (Al Jomaih)
Jeddah, Saudi Arabia
2014.01 - 2018.01
- Acted as the primary point of contact between customers and the service department.
- Listened to customer concerns and accurately translated them into repair orders for technicians.
- Monitored service progress, updating customers regularly on the status of their vehicle's repairs or maintenance.
- Analysed customer feedback to identify trends and areas for service enhancement.
- Assessed required repairs and advised customers of cost and timescale for work completion.
- Advised customers on maintenance schedules and recommended services for vehicle longevity.
- Advised customers on necessary vehicle repairs and maintenance, providing detailed explanations of technical issues.
- Scheduled service appointments efficiently, coordinating with the workshop team to manage workload and customer expectations.
- Managed warranty claims process, liaising with manufacturers to secure authorisations and payments.
- Explained complex mechanical information clearly to customers for good understanding of required repairs.
- Scheduled service appointments efficiently, maximising workshop utilisation and enhancing customer satisfaction.
Insurance claims coordinator andVehicle inspection
AAA automotive Insurance company
2012.01 - 2014.01
- Managed the end-to-end insurance claim process for automotive repair cases, ensuring timely approvals and accurate documentation.
- Coordinated between customers, insurance companies, and internal service advisors to streamline claim handling.
- Submitted repair estimates, damage assessments, and required documentation to insurance providers.
- Followed up on claim status and ensured compliance with insurance policies and procedures.
- Maintained detailed claim records and updated internal systems with claim progress.
- Provided clear communication and support to customers throughout the claim process.
- Performed routine maintenance checks, including oil changes, tyre rotations, and fluid top-ups, to prevent future mechanical failures.
- Identified mechanical faults, determined causes and ordered new parts to resolve issues.
Site Manager - Construction & Surveying
Najm El Ghadraa
2010.01 - 2012.01
- Supervised and managed day-to-day site operations for various construction and infrastructure projects.
- Conducted site surveying and layout using total station and GPS equipment.
- Coordinated with contractors, engineers, and consultants to ensure project milestones were met on time and within budget.
- Ensured compliance with safety standards and quality control procedures on site.
- Prepared daily and weekly progress reports for management and clients.
- Managed site materials, labor, and equipment efficiently to reduce costs and delays.
Education
Law
Zagazig University
Cairo2008-01
Certificate of Higher Education - computer ICDL
Center Al Attar
CairoSkills
- Service Center Operations Management
- Team Leadership & Staff Supervision
- Workflow Optimization
- KPI Monitoring & Performance Reporting
- Budgeting & Cost Control
- Strategic Planning & Execution
- Problem Solving & Decision Making
- Leadership & Motivation
- Time Management
- Adaptability & Resilience
- Attention to Detail
- Multitasking in High-Pressure Environments
- Conflict Resolution
- Continuous Learning
- Microsoft Office (Word, Excel, Outlook)
- Auto Service Management Systems (eg, AutoFlow, CDK, SAP)
- CRM & ERP Platforms
- Surveying Software (AutoCAD, Civil 3D - if applicable)
- Automotive Maintenance & Repair Knowledge
- Job Card Management & Estimation
- Spare Parts Coordination
- Insurance Policy Understanding
- Warranty & Claims Handling
- Workshop Safety & Quality Compliance
- Total Station & GPS Surveying (for construction)
- Customer Relationship Management (CRM)
- Handling Customer Complaints
- Insurance Claims Coordination
- Service Advising & Client Communication
- Cross-Department Collaboration
- Sales & Upselling Techniques
- Excellent Verbal and Written Communication
- Customer relationship management
- Vehicle inspection
- Performance monitoring
- Staff recruitment
- Microsoft Excel
- Data analysis
- Inventory management
- Technical liaison
- Team leadership
- Strategic planning
- Service orientation
- Leadership skills
- Customer service excellence
- Staff management
- Time-management
- Customer relationship building
- Technical troubleshooting
- Customer Service
- Communication excellence
- Active listening
- Effective communication
- Report-writing
- Technical communication
- Workload management
- Training and Development
- Stress management
Languages
Arabic
Proficient
C2
English
Advanced
C1
Certification
- General Motors Level Gold (52 Level complete)
- General Motors I Care
- General Motors Maintenance Under car
- General Motors Service Advisor Area
- General Motors Special Model Training (GMC& Chevrolet)
Hobbies and interests
- Swimming
- Driving
- Reading
Timeline
Service Center Manager
Universal Motor Agencies UMA Al Tawkilat
2024.01 - Current
Service Center Manager
ACDELCO (Al Jomaih)
2021.01 - 2024.01
Reception Supervisor
Al jomaih
2018.01 - 2021.01
Automotive Service Advisor
General Motors (Al Jomaih)
2014.01 - 2018.01
Insurance claims coordinator andVehicle inspection
AAA automotive Insurance company
2012.01 - 2014.01
Site Manager - Construction & Surveying
Najm El Ghadraa
2010.01 - 2012.01
Law
Zagazig University
Certificate of Higher Education - computer ICDL
Center Al Attar