Mohammed Widdi
Summary
Service Manager with extensive experience in leading service operations and enhancing team performance. Successfully implemented streamlined processes that improved workflow efficiency and customer satisfaction levels. Developed training programs for staff, fostering skill development and ensuring compliance with safety regulations. Analyzed performance metrics to drive initiatives that elevated service delivery standards and optimized inventory management.
Overview
10
10
years of professional experience
2009
2009
years of post-secondary education
1
1
Certification
Work History
Service Manager
Serpentini Chevrolet
Westlake
10.2015 - Current
- Led a diverse team of service technicians to enhance workflow efficiency, resulting in improved customer satisfaction levels.
- Implemented streamlined service processes that reduced turnaround time, contributing to increased operational productivity and service quality.
- Developed training programs for new hires, fostering skill development and enhancing overall team performance within service operations.
- Analyzed service department performance metrics to identify areas for improvement, driving initiatives that enhanced service delivery standards.
- Collaborated with cross-functional teams to optimize inventory management, ensuring availability of parts and minimizing service delays.
- Fostered strong relationships with customers, addressing concerns promptly to enhance loyalty and repeat business within the service department.
- Managed daily service operations, supervising staff to ensure compliance with safety regulations and operational protocols.
- Conducted regular quality assurance checks on service procedures, maintaining high standards of service excellence and customer satisfaction.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Motivated and supported employees to maintain low turnover.
- Hired and trained service department staff to drive performance.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Created employee work schedules to keep shifts properly staffed.
- Created written estimates and obtained customer consent to proceed.
- Collaborated with customers to offer solutions to service needs.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Pitched in to complete various duties during peak periods or employee absences.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Adhered to customer service standards to foster satisfaction and retention.
- Created standard operating procedures for all service functions.
- Monitored service performance metrics to identify areas of improvement.
- Reviewed customer billing statements for accuracy prior to release.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Performed root cause analysis on recurring problems encountered by customers.
- Created detailed reports on service activities for senior management review.
- Monitored employee performance through key metrics analysis.
- Trained new employees on the use of customer relationship management software systems.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Ensured compliance with applicable laws and regulations related to services provided.
- Guided department employees on changes from management.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Analyzed existing processes for potential cost savings initiatives.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Provided technical support for hardware and software issues experienced by customers.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Analyzed competitive offerings to ensure the service department remained competitive.
- Facilitated communication between the service department and other company divisions.
- Developed and implemented service protocols to enhance operational efficiency.
- Utilized technology to streamline service operations and improve customer experience.
- Led the recruitment and hiring process for new service department staff.
- Negotiated contracts with vendors and suppliers to secure favorable terms.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Coordinated with sales and marketing teams to develop service offers and promotions.
- Coordinated with the warranty department to process claims and provide customer support.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Recruited and trained new employees to meet job requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Proposed or approved modifications to project plans.
- Analyzed business performance data and forecasted business results for upper management.
- Created and managed budgets for travel, training, and team-building activities.
Education
North Olmsted High School
North Olmsted, OHSkills
- Team leadership
- Customer relationship management
- Inventory management
- Performance metrics analysis
- Service operations management
- Process optimization
- Quality assurance
- Staff training and development
- Complaint resolution
- Budget management
- Safety compliance
- Workflow management
- Customer satisfaction enhancement
- Standard operating procedures
- Technical support
- Recruitment and hiring
- Communication strategies
- Data analysis
- Service protocol development
- Service scheduling
- Multitasking and organization
- Productivity monitoring
- Documentation and reporting
- Customer satisfaction measurement
- Employee supervision
- Staff motivation
- Bilingual English and arabic
- Employee training and development
- Forecasting
- Technical troubleshooting
- Relationship building
- Service documentation
- Cost estimates
- Positive attitude
- Reporting and documentation
- Service quality management
- Culture development
- Service delivery optimization
- Goal oriented
- Data management
- Schedule management
- Goal setting
- Risk management
- Team scheduling
- Program follow-up and assessment
- Expert in GM Global Connect
- Conflict resolution
- Crew leadership
- Expert in CDK
- Expert in X-Time
- Expert in Reconvelocity (Used car recon website-software)
- Team collaboration and leadership
- Critical thinking
- Preventive Maintenance
- Quality control
- Performance evaluations
- Work Planning and Prioritization
- Task delegation
Languages
English
Native/ Bilingual
Arabic
Native/ Bilingual
Certification
Service manager training with in General Motors, service training with Nada
Accomplishments
- Certificates from General Motors, GoodYear, Bridgestone.
Affiliations
- Yard and lawn, gardening. And working
Information
I am very goal oriented and driven, I like to work, I always put other above my needs and wants, I do not go home or stop until the job is done, when something is asked it’s always yes and never NO, it’s a good work to use when working, it’s always best to say YES and I will handle that to get the job done at the end of the day, we always want to make sure our employees, guests, and customers are satisfied and taken care of.
References
References available upon request.
Timeline
Service Manager
Serpentini Chevrolet
10.2015 - Current
North Olmsted High School