Rafika Mohammad Zarrouk

• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Designed sales and service strategies to improve revenue and retention.
• Developed marketing strategies designed to increase brand awareness within target markets.
• Trained employees on duties, policies and procedures.
• Developed service and sales strategies to improve retention and revenue.
• Supervised employees through planning, assignments, and direction.
• Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
• Established and maintained effective communication with staff members to ensure efficient operations.
• Analyzed market trends to inform business decisions and strategies.
• Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
• Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
• Delegated work to staff, setting priorities and goals.
• Maintained relationships with vendors to obtain the best pricing on supplies and materials.
• Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Guided management and supervisory staff to promote smooth operations.
• Implemented campaigns and promotions to help with developing goods and services.
• Prepared staff work schedules and assigned team members to specific duties.
• Conducted market research to identify trends, opportunities, and threats in the industry.
• Conducted regular meetings with senior management team to review progress against established objectives.
• Recruited, trained and empowered employees to achieve key performance indicators.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Assisted with customer requests and answered questions to improve satisfaction.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

• Recruited, interviewed and hired qualified staff for open positions.
• Supervised employees through planning, assignments, and direction.
• Created effective business plans to focus strategic decisions on long-term objectives.
• Setting up and achieving sales targets;
• Preparing needs analysis (TNA).
• Selecting training competencies (knowledge, skills, and abilities) matrices.
• Conducting gap analysis.
• · building processes and procedures;
• Developing forms and reports.
• Writing outlines, instructions, training materials, and programs.
• Contracting and training of trainers.
• Preparing proposals.
• Designing manuals.
• Delivering training.
• Conducting pre- and post-tests.
• Evaluating participants' performances and consulting functions and services.
• Determining the cost-effectiveness.
• Measuring the return on investment (ROI).
• Planning schedules.
• Marketing training activities.
• Communicating and negotiating with clients.
• Introducing web-based learning.
• Building budgets.
• Training trainers and managers.
• Developing instructional manuals.
• Coaching management and staff to manage training functions and operations.

1. Consultancy Management System.

• Market analysis.
• Drafting mission, vision, strategic objectives, and core values.
• Analyzing strengths, weaknesses, opportunities, and threats (SWOT)
• Setting performance measurements for improving performance standards (KPIs).
• Building schemes: grades and levels; authorizations; tasks and responsibilities; and competencies.
• Measuring return on investment (ROI) for human resources functions.
• Implementing change management strategies.
• Building standard operating procedures (SOPs).

2. Personal Management System.

• Managing employee relations.
• Reviewing payrolls.
• Overseeing salary schemes.

3. Recruitment Management System.

• Screening, sorting, and selecting potential candidates.
• Interviewing and hiring new members.

4. Management Training System.

• Providing solutions.
• Building training plans.
• Budgeting and Pricing.
• Preparing training proposals.
• Coaching/training managers: one-on-one; group discussions; development initiatives.
• • Orienting and inducting new employees.
• Introducing pre-employment training programs (induction, On-The-Job (OJT), etc.).
• Measuring return on investment (ROI) in training.
• Setting criteria for selecting service providers, trainers, and evaluating them.
• Overseeing content management (e-archiving) activities.
• Analyzing data and preparing related reports.

• Advises customers about necessary services for routine maintenance.
• Helps identify a mechanical problem by questioning the customer, doing a visual inspection, or conducting a road test.
• Confers with customers about inspection results, recommends corrective procedures, and prepares work orders for needed repairs.
• Prepares a repair order showing time, cost, and labor estimates for service.
• Write a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• This explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Obtain customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner, and obtains vehicle information.
• Test drives the vehicle with the customer as needed to confirm the problem or refer to the test technician.
• It refers to the service history, inspects the vehicle, and recommends additional needed services.
• Advises customers on the care of their cars, and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes a “promised time.” Checks with the dispatcher, if necessary.
• Obtains the customer's signature on the repair order, and provides the customer with a copy.
• Establishes the customer's method of payment. Obtain credit approval, if necessary.
• Notifies the dispatcher of incoming work.
• Checks on the progress of the repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed, and that additional work and authorization are noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Make sure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus, and pricing guides up to date.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for bodywork, informs the customer if work is needed, and provides an estimate for bodywork.
• Maintains a professional appearance.
• Keep the work area clean.

• Monitor and analyze sales performance, identifying areas for improvement, and implementing corrective actions.
• Implement and enforce store policies and procedures to ensure compliance, and a safe working environment.
• Manage and motivate retail staff, providing coaching and support for professional development.
• Coordinate with the marketing team to execute promotional events and campaigns.
• Collaborate with the store’s visual merchandiser to create appealing product displays.
• Conduct regular meetings with the retail team to communicate goals, expectations, and updates.
• Resolve customer complaints and issues in a timely and satisfactory manner.
• Stay updated on industry trends, customer preferences, and the competitive landscape to drive innovation.