Mario Ghantous
158 Sai Crescent, Ottawa
Summary
A highly accomplished Service Operations & After-Sales leader with extensive experience in the KSA market, I am passionate about delivering exceptional customer service, driving growth, and achieving operational excellence. My leadership resulted in a significant 19-branch expansion, a remarkable increase in monthly repairs (averaging 4200), and a substantial boost in customer satisfaction (reaching 90% CSAT). Furthermore, I possess strong financial acumen, having overseen a revenue surge from $200,000 to $3 million annually. My expertise extends to team leadership, as demonstrated by growing the technician team from just 4 to 62. I excel at implementing comprehensive after-sales strategies, setting KPIs, and leveraging data analysis to drive continuous improvement. Confident in my ability to lead and develop a successful team, I am committed to delivering exceptional results.
Overview
14
14
years of professional experience
Work History
Brand Manager Service
Aleph (Apple Premium Reseller, Apple Authorized Service Provider)
2018.09 - Current
- Handling the Service Operation and Development in KSA
- Spearheaded branch expansion, opening 19 new locations since 2018, significantly increasing our geographic reach
- Develop and implement after sales service strategies and policies
- Set and monitor operational KPI’s and goals for after sales service staff
- Championed a focus on customer service, achieving a 25% increase in CSAT (Customer Satisfaction) from 72% to 90%
- Handle complex customer complaints and warranty claims
- Manage budgets and track expenses for the after sales service department
- Analyzing operational data to identify areas for improvement in efficiency and effectiveness
- Reduced repair turnaround time by 74%, from 3.4 days to 0.9 days, resulting in a more efficient and customer-centric operation
- Drove a remarkable 1,400% increase in monthly repairs, from 50 to 4,400, resulting in significant revenue growth
- Analyzing cost data to identify opportunities to reduce costs without sacrificing the quality of service
- Supervised a revenue surge from $200,000 to $3 million annually, reflecting a successful growth strategy
- Review monthly sales reports to identify trends in customer demand and revenue growth
- Prepare quarterly profit margin reports to track the profitability of the country service team
- Collect and analyze customer feedback to identify areas where after sales service can be improved
- Develop and implement training programs for after sales service staff
- Hiring and training staff for each new branch, Led the expansion of the technician team from 4 to 62, fostering a skilled and productive workforce
- Working with sales and marketing teams to develop and promote after sales service products and services
- Developing and implementing inventory management policies and procedures
- Monitoring inventory levels and identifying potential stockouts or surpluses
- Tracking inventory data and generating reports to identify trends and make informed decisions.
Jeddah Service Manager
Arab Computers(Authorized Apple Distributor)
2015.12 - 2018.08
- Handling the Service Operation in Jeddah
- Manage and supervise after sales service staff
- Ensure that after sales service standards are met and exceeded
- Handle complex customer complaints and warranty claims
- Analyzing operational data to identify areas for improvement in efficiency and effectiveness
- Review monthly sales reports to identify trends in customer demand and revenue growth
- Collect and analyze customer feedback to identify areas where after sales service can be improved
- Develop and implement training programs for after sales service staff
- Hiring and training staff for each new branch
- Procuring equipment and supplies for each new branch Monitoring inventory levels and identifying potential stockouts or surpluses
- Tracking inventory data and generating reports to identify trends and make informed decisions
Multimedia Manager
VIRGIN Mega store
2015.04 - 2015.11
- Handling all Multimedia concerns
- Staff control (motivation, schedule,...)
- Stock supervision and control (Display, Orders, inventories, transfer between branches)
- Sales Report, Sales targets, Sales analysis and achievements
- Customer service support and Branch duty manager.
Service Manager
ISTYLE LEBANON SAL(Apple Premium Reseller)
2010.09 - 2015.01
- Started as Technician, certified from apple handling Customer service department
- And genius bar
- Promoted to Service Manager, Handling all the operation (Customer service, stocks (orders, shipments, inventory), dealing with retailers and companies, Training staff and customers.
Education
Bachelor of Arts - Management Information Systems
Sagesse University
Lebanon06.2009
Baccalaureate Sociology Economy -
Rosary school
Skills
- Customer Service Management
- Customer Relationship Management (CRM)
- Inventory management
- Microsoft office
- Product knowledge
- Financial forecasting
- Budget management
- Market analysis
- Operations management
- Leadership and team building
- Supply chain management
- Compliance and ethics
- Customer service
- Customer education techniques
- Analytical Skills
- Performance Management
Personal Information
- Date of Birth: 06/26/87
- Nationality: Lebanese
- Permanent Resident in Canada
Languages
Arabic
Proficient
C2
English
Advanced
C1
French
Intermediate
B1
Diverse - Sportsandhobbies
- Basketball
- Football
- Swimming
- Carting
Timeline
Brand Manager Service
Aleph (Apple Premium Reseller, Apple Authorized Service Provider)
2018.09 - Current
Jeddah Service Manager
Arab Computers(Authorized Apple Distributor)
2015.12 - 2018.08
Multimedia Manager
VIRGIN Mega store
2015.04 - 2015.11
Service Manager
ISTYLE LEBANON SAL(Apple Premium Reseller)
2010.09 - 2015.01
Bachelor of Arts - Management Information Systems
Sagesse University
Baccalaureate Sociology Economy -
Rosary school
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