Resume - Redwan Youssef

advertisement
Redwan Youssef
P O Box 55038  Doha, Qatar  Phone: 974 6616 2628
[email protected]
___________________________________________________________________________
______________
Aftersales / Customer Service Director
An achievement driven professional with significant expertise in Sales, Marketing, Aftersales, Training and
Customer Relation Management in the automotive industry with consistent performances meeting and
exceeding objectives in an intensely competitive market. Experience of working with major car manufacturers
implementing world class practices to increase high standards of customer service leading to higher sales of
vehicles, service and parts customer satisfaction index scores and customer retention. Skilled in building strong
customer focused organizations with robust policies, procedures and processes delivering sustainable growth
and excellence. Adept in leading, mentoring and motivating multinational teams with cross-cultural affiliations
and elicit superior performances. Proactive, dedicated Director delivering excellence through effective
communication, coordination, strategizing, planning and execution.
Skills




Strategies & Business planning
Increasing Customer Satisfaction
Corporate Communication
Analytical Thinker




Automotive /Technical knowledge
Motivating and developing people
Development of Training Materials
Problem Solver
Professional Experience
AAB LEXUS / TOYOTA, Doha, Qatar
Aftersales / CRM Director, 2010-Present
Manage Aftersales Division, overseeing a QR 833 M ($228M)(Service & Parts) budget and 1480
employees with 5 direct reports. Establish the policies and procedures to govern the activities of the
service, parts, body shop and PDI departments. Built and maintained strong relationship with government
agencies responsible for regulating and setting protocols that are crucial in the operations of the service
organizations. Ensured high profit margins for all departments by improving service quality that led to
increasing service and body shop market share, controlling expenses and ensuring customer satisfaction.
Together with my aftersales marketing team we created and implemented quarterly service campaigns.
Selected Accomplishments:

Best sales recorded for years 2012-present, increased market share, retention rate and highest
Customer satisfaction index

Created and implemented Social media applications for customer convenience and ease of doing
business with us (I phone app),

Increased Quick Service Locations from 4 to 8, opened dedicated Lexus Service location

Implemented action plans to meet with Toyota/ Lexus dealer standards

Established a complete CRM department that housed both a 24 hour call center and complaint
handling system / team

Contributed to the successful implementation of a new dealer Management system (SAP)
Redwan Youssef
Page 2  Phone: 974 6616 2628
[email protected]
AL JOMAIH AUTOMOTIVE – Dammam, Saudi Arabia
Aftersales Director, 2009-Dec. 2010
Reported to CEO, managed Aftersales organization with 1500 employees through 10 direct reports. Overseeing
a SR 543 M ($148M) Aftersales (Service & Parts) budget. Implemented all new policies and procedures to
improve Customer satisfaction.
Selected Accomplishments:

Reduced the inventory of Parts by 4% and total department expenditure by SR 3.8 million ($1.4m)

Increased Customer Satisfaction Top Box index to meet GM standards

Increased the sales of A/C Delco batteries achieving #1 position in the Middle East.

Developed Job descriptions for all aftersales staff, streamlining the number of job titles from 350 to 80

Improved the fix it right first time rate from 51% to 71% and Customer Satisfaction index from 58% to
72% in one year.
GENERAL MOTORS MIDDLE EAST REGIONAL OFFICE – Dubai, UAE
Regional Premium Brand After sales Manager, 2006- 2009
Reported to Aftersales Director. Developed and monitored region importers/ dealers adherence to premium
brand dealer standards. Created warranty Budgets for all Middle East markets, guided area technical managers
in controlling warranty spending and car buy backs to within normal limits. Assessed selected Importer/
dealers, bridged Gaps in their organization leading to increase higher customer satisfaction and profits.
Selected Accomplishments:

Built strong premium brand organization with a capable technical support team to serve the Middle East.

Reduced regional warranty spending by 4%. Reduced buyback vehicles by 10%

Increased Service and Part sales through increased customer satisfaction and retention

Built good relationship with the relevant regional governmental organizations

Implemented Web based training for dealer employees within the region
VOLVO CAR OVERSEAS REGIONAL OFFICE – Dubai, UAE
Regional After Sales Manager, 2003- 2006
Sales Manager Oman, Bahrain and Qatar 2003
Training Manager Middle East /N. Africa 1995-2003
Advanced through promotions, reported to Hub Director, managed all aspects of Aftersales (and sales in Oman,
Bahrain & Qatar) in Middle East and N. Africa including Service, Parts, Warranty, Technical support and
Training. Analysis of warranty claims with Goodwill control. Developed annual warranty budgets for all Volvo
importers in the region. As Training Manager I created, organized and taught all technical, soft skills and new
car feature training to the MENA (Middle East / North Africa Importers
Selected Accomplishments:

Organized annual competency contests for all Technicians, Service advisors, Parts staff, Service and Parts
Managers and warranty administrators

Increased Part and accessory sales in region

Established a train the Trainer program throughout the region

Created and implemented assessment program for all aftersales staff- represented Volvo Car international
Redwan Youssef
Page 3  Phone: 974 6616 2628
[email protected]
SOUTHLAKE BUICK VOLVO AND SUBARU – Morrow, Georgia, USA
Fixed Operations Manager, 1994-1995
Managed the Aftersales of three car lines with a staff of 40, successful in hiring, motivating and retaining
quality personnel.
Selected Accomplishments:

Increased Customer satisfaction rating from 39% to 75% in less than one year, Buick to 90%

Increased Service and Part sales through increased customer satisfaction and retention

Reduced facility expenses

Increased Profitability, lower warranty costs to below zone average
BASLOW’S EXPOSITION BMW, VOLVO & VW – Stuart, Fla. USA
Fixed Operation Manager, 1990-1994
Master Technician, 1986-1990
Advanced through promotions. Managed all aspects of Parts and Service. Developed and implemented
policies and procedures.
Selected Accomplishments:

Increased Customer satisfaction ratings to #1 in district and #5 in the country for Volvo

Service Manger of the year for southeast region

Good nature award Martin County, Fla.

Achieved Volvo Gold Service Professional Level
Education / Training
MBA, Leicester University, Leicester, UK 2006
Major: International Marketing
Six Sigma Green Belt
Leadership /Management (Leadership in Volvo
Completed General Motors Doctorate program with Honors
Numerous Sales and technical product training programs for various automotive brands

Personal Profile
Date of Birth:
Nationality:
Marital Status:
Languages:
1 June 1959
American Citizen
Married
Fluent in English and Arabic
Download