Iddrisu Yussif
Accra
Summary
Dynamic Service Manager at Emirates Motor Company with a proven track record in enhancing customer satisfaction and operational efficiency. Expert in process optimization and team leadership, successfully reducing turnaround times and fostering a culture of continuous improvement. Skilled in budget management and relationship building, driving significant improvements in service delivery.
Overview
15
15
years of professional experience
Work History
Service Manager
Emirates Motor Company
01.2017 - 02.2019
- Led team in delivering exceptional customer service, enhancing client satisfaction and retention.
- Streamlined service processes, resulting in improved operational efficiency and reduced turnaround times.
- Mentored staff on best practices, fostering a culture of continuous improvement and professional development.
- Implemented training programs for new employees, ensuring adherence to service standards and protocols.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Branch Manager
Emirates Motor Company
08.2015 - 12.2016
- Oversaw daily branch operations, ensuring compliance with company policies and procedures.
- Trained and mentored staff, enhancing team performance and service delivery.
- Developed and implemented strategies to improve customer satisfaction and retention.
- Analyzed branch performance metrics, identifying areas for operational efficiency improvements.
Service Supervisor
Emirates Motor Company
09.2013 - 07.2015
- Supervised daily service operations to ensure high-quality customer experiences.
- Trained and mentored staff to enhance service delivery and operational efficiency.
- Implemented process improvements, resulting in streamlined workflows and reduced turnaround times.
- Coordinated with cross-functional teams to resolve customer issues effectively and promptly.
Reception Supervisor
Emirates Motor Company
10.2010 - 08.2013
- Supervised daily front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored reception staff on customer service excellence and operational procedures.
- Implemented scheduling system enhancements to optimize staff allocation and reduce wait times.
- Coordinated communication between departments to address guest inquiries and resolve issues efficiently.
- Led initiatives to improve front desk workflow, enhancing overall guest satisfaction ratings.
- Analyzed feedback data to identify trends and implement service improvements for better customer experiences.
- Developed training materials for onboarding new reception team members, streamlining the training process.
- Established standard operating procedures for front desk operations, ensuring consistency in service delivery.
Service Advisor
Emirates Motor Company
08.2007 - 09.2010
- Facilitated effective communication between customers and service technicians to enhance satisfaction.
- Diagnosed customer concerns accurately, recommending appropriate services and solutions.
- Managed service appointments and workflow to optimize efficiency in operations.
- Maintained detailed records of customer interactions, ensuring compliance with company policies.
- Developed customer follow-up procedures to reinforce relationships and retention strategies.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Technician
Emirates Motor Company
01.2004 - 08.2007
- Conducted routine maintenance and repairs on vehicles, ensuring optimal performance and safety standards.
- Diagnosed mechanical issues using advanced diagnostic tools and systems to streamline repair processes.
- Collaborated with team members to enhance workflow efficiency and reduce vehicle downtime through effective communication.
- Trained junior technicians on best practices in vehicle maintenance and repair techniques, fostering skill development.
- Led troubleshooting sessions for complex mechanical problems, enhancing team's problem-solving capabilities and response time.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Worked with diverse types of weather and ground conditions.
Education
Bachelor of Science - Engineering Management
Lincoln University
UK12-2016
Associate of Applied Science - Mechanical Engineering
Accra Polytechnic
Accra12-2002
Associate of Science - General \\science
Swedrus
Agona Swedru01-1996
Skills
- Customer service management
- Team leadership
- Process optimization
- Training and development
- Performance analysis
- Operational efficiency
- Budget management
- Staff mentoring
- Complaint handling procedures
- Customer service
- Problem-solving
- Positive attitude
- Critical thinking
- Goal oriented
- Conflict resolution
- Time management
- Employee supervision
- Staff motivation
- Technical troubleshooting
- Relationship building
- Mechanical diagnostics
Certification
- CM - Certified Service Manager Certification
Certificate of Excellence, Mercedes Benz Global Training.
Timeline
Service Manager
Emirates Motor Company
01.2017 - 02.2019
Branch Manager
Emirates Motor Company
08.2015 - 12.2016
Service Supervisor
Emirates Motor Company
09.2013 - 07.2015
Reception Supervisor
Emirates Motor Company
10.2010 - 08.2013
Service Advisor
Emirates Motor Company
08.2007 - 09.2010
Technician
Emirates Motor Company
01.2004 - 08.2007
Bachelor of Science - Engineering Management
Lincoln University
Associate of Applied Science - Mechanical Engineering
Accra Polytechnic
Associate of Science - General \\science
Swedrus