Hamzeh Al Shala'N Email & Phone Number

Riyadh, Sa

Dearborn, Michigan, Us

Dearborn, Michigan, Us

Manage ksa branch

Dearborn, Michigan, Us

Responsible for all parts and service, dealer fixed operations, and Motorcraft distributor matters in an assigned market. Their key roles include: increasing customer satisfaction and owner loyalty; growing the parts business profitably (non warranty); improving dealership parts and service processes; and controlling warranty expenses.• Manage Dealer CVP• Manage Branch Parts Sales• Manage Dealer ESP Contract Sales: Mechanical and Maintenance• Manage Dealer Service Excellence implementation, accreditation and metrics• Manage Dealer Technician and shop Competency• Manage DealerTraining Certification • Manage Dealer Warranty CPVS• Establish and meet customer satisfaction goals as measured by Customer Viewpoint• Control measured warranty costs and comply with Warranty Counseling Process• Support Perfect Delivery processes• Implement Service Excellence at key dealers• Support initiatives affecting Fix-It-Right-First-Time capabilities, including technical training• Represent Company interests in owner relations/regulatory issues • Establish and maintain positive dealer relations• Provide "voice of field" to regional Management• Develop dealer business plans • Develop and implement fixed marketing programs for parts growth and customer satisfaction • Technical and non-technical training plans• Owner relations and After Warranty Adjustments• Product concern reporting• Warranty consulting and administration• Parts availability, billing and credit issues• Customer experience, advocacy and acquisitions

Global, Oo

• Developed and managed CRM SOP’s to enhance customer satisfaction and loyalty• Oversaw achievement of customer service levels and standards, leading to improved guest delight index• Implemented strategies to improve service quality, productivity, and profitability• Managed ISO 14001 Implementation in the central region

Global, Oo

• Supervised CRM Team to enhance skills and integrate CRM System with business operations.• Analyzed data to improve customer service outputs and developed loyalty countermeasures.• Oversaw Quality programs implementation and monitored Guest delight index (KPI).• Implemented ISO 140001 in the central region for ALJ in Saudi Arabia.

Global, Oo

• Analyzed CRM and Business Intelligence data to improve customer satisfaction and product credibility.• Resolved guest complaints promptly to prevent escalation and maintained a hospitality environment.• Collaborated with regional GRM and H.O CRD to address serious complaints and provide feedback.

Bachelor'S Degree, Management Information Systems, General

High School, Scientific