JAYSON QUILALA

Service, Parts, and Body & Paint, Al Habtoor Motors is one of the leading automobile distributors in the UAE today and has become synonymous with global brands such as Mitsubishi along with an impressive stable of high-end, luxury cars, like Bentley, Bugatti, and Pagani.

Key Accountabilities:

As Service Manager, it is my task to manage and lead the entire Service, Parts and Body & Paint department. The Service Manager ensures excellent customer service, maintains strong relationships with customers, manufacturers' representatives and partnered vendors, and ensures the service department achieves, or where possible exceeds all targets and budget objectives through all Service, Parts, and Body & Paint activities e.g., labor, parts, and material sales. Manage a team of 22 employees, including 6 technicians, 3 Service Advisors, 3 Body & Paint, 10 Support Staffs

Duties and Responsibilities:

• Assumes ultimate accountability for achievement of budgeted operational objectives in Revenue, Gross
• Margin, Expenses, Net Profit, Customer Satisfaction, and employee engagement; thereby, maximizing returns on investment
• Prepare annual budget, capex plan and operating plans
• Organizing, overseeing, and directing operations of entire Service, Parts and Bodyshop department
• Reviewing and developing customer service policies, practices, and procedures to promote and maintain excellent, ongoing client-customer relationships
• Developing culture within service team which breeds high standards of customer care and focus on customer retention
• Deliver OEM Customer experience programs
• Implement OEM Warranty procedure and process adherence
• Develop business through insurance adjusters and coordinators to ensure adequate sales volume
• Direct activities of Service and Bodyshop employees in performing service, mechanical repairs, and body repairs, including meeting time schedules and productivity levels, and maintaining high quality standards
• Direct activities of Parts team including parts operation, stock ordering and inventory
• Actively participating in recruitment and hiring of service staff and carrying out ongoing performance evaluations
• Implementing customer service strategies to drive and deliver high customer service standards by leading service team dealing with customer support to achieve maximum customer satisfaction
• Formulate key performance indicators and targets for direct and indirect reports, communicate and monitor performance to support achievement
• Monitoring customer feedback and ensure systems exist to regularly review feedback, identify any trends, and formulate customer experience action plans based on customer experience
• Reporting to higher management and suggesting ways to improve existing customer service processes, facility improvements, common service issues and barriers to productivity and quality
• Preparing reports and analyzing data to improve customer service processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Analyze company and/or manufacturer customer data reports, agreeing and overseeing implementation of both positive and corrective actions
• Ensure warranty submissions are kept up to date and outstanding debts are kept to minimum and within agreed limits
• Interacting with internal departments and creating workflows to ensure support to various departments dealing with customers to facilitate accurate implementation of services to customer while maintaining maximum customer satisfaction
• Ensure tools, equipment and other materials in the Service and Body & Paint department are correctly maintained and calibrated as required
• Develop strong working relationships with dealership staff, manufacturer representatives, suppliers, third parties and statutory representatives
• Final point of escalation for dissatisfied customers and calmly resolving complaints with sensitivity in timely and efficient manner and involving others when needed
• Continuously monitor activities, analyzing various data sources (such as management accounts, operating controls, and composite figures) and initiate improvements where necessary
• Ensure that departmental overheads, costs, and expenses are minimized by controlling and utilizing all resources effectively, including monitoring work in progress and recovery of any outstanding debts
• Attend training as required or requested by manufacturer, the dealership, or the company
• Ensure compliance with all Health and Safety, Quality management, Environmental and regulatory requirements (QHSE and OHS)
• Ensure compliance with all dealership and company policies, manufacturer guidelines and wider legislation
• Work in partnership with manufacturer to support new initiatives and incentives
• Undertake other tasks and responsibilities as requested.
• Meet with customers to discuss service needs and develop effective and practical solutions
• Maintain team productivity and quality of service by establishing and maintaining clear benchmarks
• Develop customer loyalty programs to increase customer satisfaction
• Implemented strategies to increase customer service satisfaction ratings
• Developed department processes and procedures to boost customer satisfaction
• Monitored service staff performance and provided feedback for improvement.
• My Achievements:
• Achieved Bentley Brand Standards Certification with 100% Score
• Successfully completed 2020, 2021, 2022 Warranty Audit with less than 1% error rate.
• Completed the new CI for Reception Area and passed the audit with 100% compliance.

Al-Futtaim Motors was established in 1955 and is the exclusive distributor of Toyota, Lexus, Hino trucks and Toyota Material Handling equipment in the UAE.

Key Accountabilities:

Aftersales Operations Manager oversees and provides support to Service Managers, Aftersales Managers, Network Development Team, Head Office Team, and their respective customer service teams to ensures that entire teams achieves all business goals, budgeted operational objectives in Revenue, Gross Margin, Expenses, Net Profit, Customer Satisfaction, employee engagement, delivers excellent customer service, maintains strong relationships with customers, manufacturer's representatives and partnered vendors

Duties and Responsibilities:

• Managed and provided direction and feedback related to customer services and aftersales services to all
• Service Managers, Aftersales Managers and internal departments dealing with customers
• Responsible for development of aftersales support strategies for providing efficient aftersales support and customer service
• Participated in annual business planning and followed up with quarterly and monthly reviews
• Accountable for location revenue maximization, gross margin improvement, controllable cost management, cash control and receivables
• Execution of Incentive plans to boost performance and generate incremental revenue
• Assumes full accountability on new network development projects and initiatives whilst aligning business objectives and plans
• CRM operation, business process and mystery Shopping
• Delivered OEM Customer experience programs
• Implemented OEM Warranty procedure and process adherence
• Collaborated and supported service, parts and Bodyshop department to strengthen manufacturer relationship and to ensure that business objectives and goals are accomplished all time.
• Involved in recruitment process of new service staff by conducting interviews related to customer service and technical roles
• Thereafter, organize induction and training for new employees, liaise with Training
• Academy
• Developed and implemented marketing plans to increase customer retention, generate incremental revenue and enhance overall customer experience and satisfaction
• Facilitated ‘on-the-job' trainings and carried out assessments, reviews, and appraisals for staff
• Developed departmental financial and non-financial objectives
• Organized and conducted customer service audits with service teams
• Developed and updated effective SOP's and procedures to enhance service operations efficiency and overall customer experience
• Consistently strived to improve customer satisfaction by analyzing existing processes and revamping them as well as communicating customer service metrics to higher management
• Led team briefings and setting customer service practices that ensure optimum customer care and customer satisfaction
• Developed annual budget for departments as well as forecasting to ensure budget was adhered to.
• Provided management and operational support to Tier 2 business groups such as Express Service, ALAC, Fast Fit, TBA, Multi-Brand workshop and Bodyshop operation to ensure that all brand standards and business objectives are aligned with Tier 1 strategies (service, parts and Bodyshop)
• Developed competitive labor and parts pricing matrix for Tier 2 groups to generate optimal profit for division without disrupting or cannibalizing revenue from existing revenue streams
• Coordination and collaboration with internal departments, other service agents and managers to identify improvement methods for maximum customer satisfaction and ensuring that right customer experience is delivered consistently
• Ensured compliance to all Government regulations such as employment terms, quality, safety, health, environment & security
• Ensured high levels of customer satisfaction are maintained whilst maximizing profits
• Ensured call center functioned at most efficient level without any compromise on quality and turnaround time.
• Formulated plans to develop facilities and associates to maximize efficiency and productivity
• My main achievement is this job include:
• Successfully implemented SAP IS AUTO electronic time clocking and reporting
• Achieved ISO9001 certification for Lexus After-sales
• Successful implementation of Electronic Vehicle Health Check (EVHC) across Lexus Service operation
• Supported establishment of new build up projects and creation of Tier 2 Divisions for Al Futtaim Motors.
• Demonstrated strong organizational and time management skills while managing multiple projects
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
• Demonstrated creativity and resourcefulness through the development of innovative solutions
• Identified issues, analyzed information and provided solutions to problems
• Acted as a team leader in group projects, delegating tasks and providing feedback

My main achievement is this job include:

• Successfully implemented SAP IS AUTO electronic time clocking and reporting.
• Achieved ISO9001 certification for Lexus Aftersales.
• Successfully implemented Electronic Vehicle Health Check (EVHC) across 9 Lexus Service Centers.
• Supported establishment of new build up projects and creation of Tier 2 Divisions for Al Futtaim Motors.

• Full Service and Parts P&L responsibility.
• Set and developed department objectives, customer service strategies and marketing.
• Achieved financial objectives, annual budgets, and control service department cost.
• Accomplished customer service human resource objectives by recruiting, developing, training, planning, and enforcing policies and procedures.
• Led and motivated customer service team, developing loyalty programs, and creating customer satisfaction goals.
• Set and developed customer service strategies, policies, and practices to be established across service and parts departments in handling and management of customer complaints and queries.
• Collaborated across departments to ensure that right customer service experience was delivered consistently.
• Oversaw call center, customer queries and complaints being handled with utmost care and diligence.
• Developed complaint handling and escalation policies to ensure all issues were addressed by service staff as per company protocol.
• Conducted training to new employees in company procedures and customer service core processes.
• Resolved service desk problems and improved service desk methods to increase productivity and customer satisfaction.
• Maintained accurate records and documented all customer service activities.
• Involved in creating SOP's and ensuring its effectiveness concerning customer service practices.
• Handled escalated customer feedback/complaints, problem-solving and strived for customer satisfaction and customer retention.
• Ensured customer service teams applied company service standards and best practices in their daily work.
• Motivated service team to ensure customer service targets are met and budgeted financial goals are achieved.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Launched quality assurance practices for each phase of development.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

My main achievements: Lexus Ramoul and Lexus SZR Branch

• Achieved financial growth of 8% between 2013 and 2014 in total revenue and 9% growth on Gross Margin.
• Introduction of appointment booking system in SAP thus increasing appointment rate from 15% to 80%
• Achieved highest improvement on associate engagement score from 2.3 to 4.3 (Gallup survey)
• Established and launched the first Lexus SZR stand-alone aftersales facility.
• Achieved financial growth of 50% between 2010 to 2012 in total revenue and 35% growth on Gross Margin.
• Introduction of Toyota compliance program “TSM Kodawari Certification Program” and achieved certification.
• Introduction of Lexus pre-owned and marketing demo car preparation processes.
• Introduction of in-house call center responsible of appointment booking, inquiry, complaint, maintenance reminder, deferred work follow-up and tele marketing.
• Controlled resources and assets for department activities to comply with industry standards and government regulations

• Identified opportunities to streamline processes and improve office operations and efficiency
• Coordinated office events, seminars and meetings for staff and clients
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel
• Cultivated strong relationships with vendors and partners supporting administrative operations
• Managed supervisor itinerary and appointments and streamlined scheduling procedures
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
• Improved office operations by automating client correspondence, record tracking and data communications
• Built and managed processes for tracking and monitoring department performance
• Created reports, presentations and other materials for executive staff
• Created organized filing system to manage department documents

• Trained team members on new services and products to support promotional efforts
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch
• Delegated tasks to administrative support staff to organize and improve office efficiency
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
• Kept high average of performance evaluations
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager
• Monitored front areas so that questions could be promptly addressed
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge

• Maintained high customer satisfaction standards to meet or exceed targets
• Pleasantly greeted customers and asked open-ended questions to better determine needs
• Documented problems and corrective actions to maintain records
• Suggested add-on services that would be helpful to customers and improve bottom line
• Informed customers of service specials, completion times, and service expenses to provide exemplary customer service
• Developed estimates by costing materials, supplies, and labor
• Followed up with customers to offer additional support and check resolution satisfaction
• Developed process improvements to enhance overall delivery of service
• Interpreted diagnostic results to provide accurate repair recommendations
• Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction
• Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making
• Handled customer issues with confidence, using complex problem solving to provide effective resolution
• Delegated and supervised vehicle bodywork to body team for restoration and remediation
• Coordinated with parts department to determine availability of necessary components
• Educated customers regarding regular maintenance protocols to preserve vehicle condition
• Explained maintenance and repair needs to customers and offered advice on preventative maintenance

• Completed customer orders and warranty services according to manufacturer specifications.
• Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
• Used specialized tools to detect leaks in gas and refrigerant systems.
• Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
• Changed, rotated, and balanced tires on different types of vehicles.
• Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
• Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
• Performed safety and emissions inspections.
• Maintained accurate records of time and materials required to perform repairs and service.
• Replaced damaged, missing, or defective parts with new and refurbished components.
• Tested newly installed equipment to determine proper functionality and compliance with regulations.
• Analyzed and located malfunctions in brakes, motors, switches, and control systems.
• Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
• Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
• Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
• Read and followed technical documentation to complete accurate repairs.
• Explained estimates and determined repair timelines to manage customer expectations.
• Coordinated with parts department to determine availability of necessary components.
• Analyzed vehicle data using advanced diagnostic equipment.
• Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
• Investigated customer complaints to identify cause of malfunctions.
• Repaired and replaced worn and damaged components.
• Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.
• Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
• Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
• Inspected damaged vehicles to estimate repair labor cost and required parts expense.
• Corrected faults and maximized performance by rebuilding systems and individual components.

• Completed customer orders and warranty services according to manufacturer specifications.
• Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
• Used specialized tools to detect leaks in gas and refrigerant systems.
• Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
• Changed, rotated, and balanced tires on different types of vehicles.
• Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
• Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
• Performed safety and emissions inspections.
• Maintained accurate records of time and materials required to perform repairs and service.
• Replaced damaged, missing, or defective parts with new and refurbished components.
• Tested newly installed equipment to determine proper functionality and compliance with regulations.
• Analyzed and located malfunctions in brakes, motors, switches, and control systems.
• Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
• Read and followed technical documentation to complete accurate repairs.
• Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
• Repaired and replaced worn and damaged components.
• Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.
• Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.