Faizan Khan
Bendigo
Summary
Management professional with history of meeting challenges in complex organizations that rely on collaborative skills to contribute to company growth and success. Proven track record of delivering results in fast-paced environments that have pockets of ambiguity. Stellar command with delivering results, win-win outcomes, and navigating cross-functional teams. Awarded Employee Of The Year and Gold Level status through implementing strategies to optimize performance, increase efficiency, and improve quality.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Manager - Fixed Operations Manager
Poyser Motor Group
04.2022 - Current
- Communicated with customers in person and by phone to promote issue resolution and good customer service.
- Delegated tasks to employees to effectively complete projects.
- Provided exceptional customer service to ensure satisfaction and loyalty.
- Recruited, trained, coached, mentored, and evaluated personnel in order to maximize their potentials.
- Utilized problem solving skills to address challenges that arose during daily operations.
- Oversaw hiring and training procedures for new personnel to confirm smooth onboarding.
- Managed a team of 10+ employees to provide high-quality service delivery.
- Participated in regular meetings with senior management teams to discuss progress and challenges faced by the organization.
- Uphold established policies and procedures for maximum workplace efficiency.
- Identified areas of improvement within the department and implemented solutions accordingly.
- Evaluated employee performance for promotion/increments or dismissal.
- Collaborated with other departments in order to increase the effectiveness of customer support initiatives.
- Established strong relationships with vendors to ensure timely supply of materials and services.
- Developed strategies for improving operational efficiency, resulting in cost savings and increased revenue.
- Implemented corrective plans to improve customer service experience.
- Provided and attended workplace training on improving customer service practices.
- Collaborated with other managers to achieve service delivery goals.
- Ensured compliance with company policies and procedures as well as industry standards.
- Assessed customer service staff performance and provided feedback.
- Generated customer service reports and documentation for management.
- Analyzed data to identify opportunities for improvement in customer service operations.
- Supervised daily office operations and addressed any workplace inconsistencies or issues.
- Maintained an up-to-date knowledge base on current trends, technologies and products related to the field of service management.
- Negotiated contracts with suppliers and vendors for better pricing and quality assurance measures.
- Developed budget plans and monitored expenses related to service operations.
- Created and disseminated employee schedules to keep shifts properly staffed.
- Generated innovative ideas for enhancing the customer experience.
- Implemented new procedures to streamline workflow processes.
- Addressed and resolved client or customer inquiries to foster superior standards of service.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
- Oversaw personnel to maintain adequate staffing and minimize overtime.
- Developed existing team into high productivity, results-oriented unit through creative initiatives.
- Identified operational process inefficiencies to recommend necessary improvements.
- Conducted monthly meetings to create business plans to drive successful monthly business.
- Executed productivity benchmarks across departments to maximize company revenue.
- Reviewed quarterly financial results with senior management to identify opportunities to improve profitability.
- Administered annual operating and capital budget to facilitate profitability.
- Developed the team skill to create & maintain strong customer relationship resulting in long term customer retention.
- Lead all backstage operations and ensure continuous operational flow.
- Developed training programs for staff, enhancing skills and improving service delivery standards.
- Led service & parts operations, ensuring high-quality customer experiences and efficient workflow management.
Service Advisor - Senior Service Advisor
Poyser Motor Group
12.2017 - Current
- Provided excellent customer service to all guests, demonstrating strong communication and problem-solving skills.
- Scheduled service appointments for customers.
- Advised customers on automotive maintenance and repair services.
- Provided customers correct estimates of maintenance and repair costs.
- Successfully maintained accurate records of customer visits, vehicle repairs and preventive maintenance services performed.
- Educated customers on the importance of regular maintenance using manufacturer's guidelines as a reference.
- Demonstrated proficiency in computer software programs used for tracking customer information, scheduling appointments, ordering parts and invoicing payment transactions.
- Developed relationships with customers by providing professional advice on maintenance and repair services.
- Created estimates based on labor time required for each job according to dealership rate schedules.
- Followed up with customers in a timely manner to ensure satisfaction throughout the service process.
- Greeted customers upon entrance to foster friendly and approachable atmosphere.
- Engaged in active listening techniques in order to properly understand customer concerns about their vehicles.
- Ensured compliance with company policies, state regulations and safety standards related to automotive service operations.
- Maintained an organized work area that was conducive to efficient operations.
- Collaborated effectively with technicians to diagnose problems and recommend solutions for complex automotive systems issues.
- Prepared repair orders and obtained necessary signatures to maintain company records.
- Resolved customer complaints with polite and patient conduct for optimal customer service.
- Followed repair order processes and instructions to complete orders on time.
- Processed payments and managed point-of-sale operations.
- Offered personalized service solutions to customers, resulting in improved customer satisfaction.
- Verified that all paperwork associated with each service visit was completed properly before filing it away for future reference.
- Took notes and recorded information about product issues facing customers.
- Resolved customer complaints promptly and professionally by utilizing effective conflict resolution strategies.
- Assisted other Service Advisors during peak times or when additional support was required.
- Performed detailed vehicle inspections, accurately identified needed repairs and communicated with customers regarding findings and repair options.
- Kept records on customer transactions with notes on inquiries, complaints and comments.
- Assisted customers by looking up product information, inventory, and pricing.
- Analyzed trends related to warranty claims in order to identify opportunities for improvement within the department.
- Regularly interacted with vendors to obtain pricing information on parts or services needed for vehicle repairs.
- Utilized organizational skills to manage multiple tasks simultaneously while maintaining a high level of accuracy.
- Built sustainable relationships and trust with customer accounts using open and interactive communication.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Conferred with customers by telephone or in-person to provide product or service information.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Determined charges for services requested and arranged for billing.
- Provided exceptional customer service to clients in fast-paced call centre environment.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
- Processed customer adjustments to maintain financial accounts.
- Analyzed and collected customer information to prepare product or service reports.
- Coordinated customer service operations to enhance client satisfaction and retention.
- Managed service appointments and ensured timely follow-ups for customer inquiries.
Site Operations Manager
Multi Services Solutions Group Pty Ltd
12.2012 - 11.2017
- Drafted detailed reports outlining progress made towards achieving corporate goals related to site operations.
- Managed the day-to-day operations of multiple sites, including scheduling staff, ordering supplies, and overseeing maintenance activities.
- Trained new personnel on proper use of tools and equipment used at each site.
- Managed and maintained fleet of vehicles across nine sites in Melbourne including 24 hours Airport site with Hertz Australia.
- Set and implemented strategic techniques in preparing manifest for day-to-day operation on a fast pace to meet client requirements.
- Implemented new processes for tracking employee attendance and managing payroll expenses.
- Coordinated logistics between multiple sites in order to facilitate efficient delivery of goods or services.
- Established key performance indicators for evaluating the effectiveness of operational initiatives.
- Developed and implemented safety protocols to ensure a safe work environment for all employees.
- Identified areas for improvement within existing processes or procedures in order to increase productivity.
- Performed root cause analysis when issues arose in order to quickly resolve them before they became larger problems.
- Maintained accurate records of inventory levels, labor costs, and other financial information related to site operations.
- Conducted regular performance reviews with team members in order to provide feedback on job performance.
- Created strategies to optimize operational efficiency and reduce costs.
- Provided leadership and guidance to site supervisors and staff members in order to ensure high standards of customer service.
- Negotiated contracts with external vendors for services such as cleaning and security.
- Established work schedules, ensuring job tasks were effectively assigned and completed properly.
- Maintained professional working relationships and promoted open lines of communication with staff.
- Resolved conflicts between employees and departments.
- Oversaw and approved the ordering of necessary operational supplies and equipment for grounds, maintenance, and housekeeping.
- Demonstrated and supported continuous improvement and growth mindset.
- Analyzed data from financial reports to identify areas of improvement in business operations.
- Monitored suppliers to efficiently provide needed goods and services within budgetary limits.
- Collaborated and assisted Australian Federal Police with investigations and thefts.
Site Supervisor
Dell Cleaning Group Pty Ltd
10.2010 - 12.2012
- Managed daily operations, including scheduling and quality control.
- Provided direction to employees when needed leading them from the front.
- Monitored progress of work according to established timelines.
- Trained new staff members in proper safety procedures for working on construction sites.
- Monitored job site for safety hazards and stopped or redirected work to maintain safety.
- Understand client requirements in fleet managing and leading the team to provide fast paced results.
- Worked at Perth Airport for 6 months helping and implementing strategies to enhance work efficiency.
- Maintain high level of cleaning standards and identify damages on fleet vehicles.
- Assist external fleet carriers with stock swaps and delivery of vehicles maintaining the flow of shift.
- Manage staff shifts & breaks.
Trade Assistant
Ocean Global Enterprise L.L.C
01.2006 - 12.2009
- Identified potential hazards in the workplace and took steps to minimize risks associated with them.
- Provided support to tradespeople in a variety of tasks, such as assembling components, operating machinery and transporting materials.
- Assisted with preparation of materials for trade operations, including measuring and cutting tools and raw materials.
- Demonstrated excellent problem-solving skills when dealing with unexpected challenges in the workplace.
- Carry out maintenance services on a variety of makes and models with and without supervision.
- Taking initiatives when facing different tasks assigned and maintained exceptional work ethics.
- Organized storage areas to ensure efficient access to tools and supplies.
- Communicated effectively with colleagues about any issues or problems encountered during the course of work.
Education
BBA - Business Management
Holmes Institute
Melbourne, VIC03-2019
Certificate IV - Automotive Mechanical Diagnosis in Automotive Maintenance Technology
Boston Institute Of Technology
Fitzroy North, VIC08.2017
Advanced Diploma - Marketing
Della International College PTY Ltd
11.2016
Certificate II - Security Operations in Organisation Security
Austwide Institute Of Training
Footscray, VIC09.2015
Diploma - Management in Business
Cambridge International College
07.2012
Certificate III - Automotive Mechanical Technology in Automotive Maintenance Technology
Swinburne University of Technology
Wantirna, VIC10.2011
Certificate III - Financial Services in Accounts Clerical
Swinburne University of Technology
Hawthorne, VIC01.2011
Higher Secondary Certificate - Higher Secondary
Pakistan School Muscat
05.2006
Skills
- Resource Allocation
- Work Planning and Prioritization
- Budget Control
- Performance Evaluations
- After-sales support
- Culture development
- Conflict Resolution
- Relationship Building
- Workplace Safety
- Task Delegation
- Risk Management
- Coaching and Mentoring
- Team Leadership
- Leadership Development
- Continuous Improvement
- MS Office
- Customer relationship management
- Reliable and Responsible
- Performance monitoring
- Multiple Priorities Management
- New Employee Hiring
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
Certification
- CERTIFICATE OF ATTAINMENT FOR MARINE LICENCE TRAINING VICTORIA VIC
- CERTIFICATE OF ATTAINMENT FOR LICENCE TO DRIVE A HEAVY RIGID VEHICLE VIC
- CERTIFICATE OF ATTAINMENT FOR LICENCE TO OPERATE A FORKLIFT TRUCK VIC
- CERTIFIED DEALERSHIP MANAGER AWARDED BY NISSAN AUSTRALIA
- CERTIFIED SERVICE EXECUTIVE AWARDED BY NISSAN AUSTRALIA
- CERTIFIED SERVICE ADVISOR AWARDED BY NISSAN AUSTRALIA
LANGUAGES
Urdu - Native - Cultural Background
English - Fluent - IELTS
Arabic - Conversational - Cultural Background
AWARDS
Employee Of The Year - Poyser Motor Group - 2020, Gold Level - Fiat Chrysler Australia - 2019 - 2020 - 2021 - 2022, Dealership Excellence Award - Bendigo Nissan Sales & After-Sales - 2022 - 2023 - 2024, Bronze Level - Nissan Australia - 2021 - 2022 - 2023, Silver Level - Nissan Australia 2024
Timeline
Service Manager - Fixed Operations Manager
Poyser Motor Group
04.2022 - Current
Service Advisor - Senior Service Advisor
Poyser Motor Group
12.2017 - Current
Site Operations Manager
Multi Services Solutions Group Pty Ltd
12.2012 - 11.2017
Site Supervisor
Dell Cleaning Group Pty Ltd
10.2010 - 12.2012
Trade Assistant
Ocean Global Enterprise L.L.C
01.2006 - 12.2009
Certificate IV - Automotive Mechanical Diagnosis in Automotive Maintenance Technology
Boston Institute Of Technology
Advanced Diploma - Marketing
Della International College PTY Ltd
Certificate II - Security Operations in Organisation Security
Austwide Institute Of Training
Diploma - Management in Business
Cambridge International College
Certificate III - Automotive Mechanical Technology in Automotive Maintenance Technology
Swinburne University of Technology
Certificate III - Financial Services in Accounts Clerical
Swinburne University of Technology
Higher Secondary Certificate - Higher Secondary
Pakistan School Muscat
BBA - Business Management
Holmes Institute