M Parvez Aqthar

• Managing Service and Body & Paint Operations.
• Project Management - Successful development of a Smart repair operation
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Maintained effective customer service by responding to service requests quickly to increase overall GSI retention
• Promoted brands of Wheel Alignment 3D equipment, increasing sales 10% and maximizing overall revenue and sale of Tyres and Batteries via Toyota Shop portal.
• Set and administered department budgets for expenditures, materials and labor.
• Met with customers and fleet teams to discuss service needs and develop effective and practical solutions.
• Trained 12 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service via Toyota Training Institute, Australia
• Assisted in organizing and overseeing assignments to drive service operational excellence.
• Conducted supplier risk evaluations and assisted with regulatory inspections like VACC.
• Set aggressive targets for employees to drive company success and strengthen motivation, incentivize all above target performers.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Trained and developed personnel to improve safety, employee relations and resolve OH&S issues.
• Supervised staff of 32 personnel by implementing company policies, protocols, work rules and disciplinary action.
• Reduced workflow inconsistencies by recruiting and hiring capable staff members.
• Customer Retention Strategy based on Toyota Service Retention Performance'.Involving various sources of Marketing, Data and research teams to promote Service Marketing.
• Overcome monthly customer retention target of 76% by maintaining active customer strategy.
• Net Promoter Score (NPS) monitoring to evaluate customer issues based on below:

- Service Booking and Online Bookings Usage

- Ease of Service Drop off/Pick up

- Service Quality & Fix it Right First Time (FIR) feedback from customers

- On Time Delivery (OTD) rate.

- Service Brand Strategy

- Service Product Development

- Service Operations and Profitability

- After sales Dealer Performance Report Monitoring and

• Performed supplier risk evaluations and supported regulatory inspections.
• Managing and implementing monthly Service Marketing strategies such as lucky draw raffles and promoting on Social media platforms and generating EDM's and SMS in line with Toyota Marketing Standards.

• Managing After-Sales Service and Body Shop operations.
• Project Management
• Demonstrated strong leadership skills to train, coach and develop the team.
• Set a proven track record in driving and exceeding set KPI's and achieve targets across various departments.