MAJDI ABUJEBAIN
Summary
Highly experienced in Customer Care & Aftersales operation with proven record of developing forward-thinking and successful Aftersales projects in diverse business environments. Consistently recognized by executive management for exceptional performance that drives business growth, improves organizational effectiveness, and develops / implements customer care and after sales strategy, ranked as” Exceed Expectations” for three consecutive years in General Motors CAP reviews (Commitment, Accountability, Partnership). Customer-focused dedicated to increasing customer satisfaction and loyalty. Forward-thinking professional with several years of experience enhancing sales and client-relationship management. Talented at strategically pursuing new business opportunities and capitalizing on emerging market trends. Exceptional business acumen and history achieving remarkable channel growth with results-oriented approaches.
Overview
42
42
years of professional experience
Work History
Business Development Manager
General Motors AMEO
Dubai-UAE
01.2006 - Current
- Support GM dealership to approach the Customer Care and Aftersales Department (Service, Body Shop and Parts Counter) for fleet business opportunities
- Support GM dealership to focus on improving fleet Customer Ownership Experience and satisfaction to reach world-class levels
- Support GM dealership to grow Fleet Service Retention and Customer Pay business
- Provide technical support at fleet customer workshop level
- Develop and execute ACDelco All Makes parts sales through Key Account pilot program leading to a successful partnership with leading Oil & Gas entities such as ENOC
- Grow sales of ACDelco All Makes Parts through development of Wholesale Distribution and QS chain channels
- Grow sales of GM Parts through Key Account pilot program
- Develop and Launch Fleet Aftersales Solutions program
- Find avenues for growing Body shop business in Dealership & IAM
- Developed and executed virtual Body Shop standards self-assessment program for GM Middle East dealer network
- Key contributor in developing ACDelco Service Center franchise concept
- Worked with the dealer network team on compiling a comprehensive/executive study with an overview of our dealers performance for sales, aftersales, financials, previous footprint and operating model studies supported with potential scenarios and final recommendations
- Rollout of new facility image for Chevrolet and GMC
- Supporting the Customer Experience team in the goal to build a pilot facility which incorporates an Omnichannel customer experience in line with the company’s vision.
Area Service Manager
Al Amana Industries
Kuwait
01.2004 - 01.2006
- In charge of the service operation at dealership’s main workshop facilities (GM) including quick service and truck service
- Developed the fast lane operation, aiming at optimizing customers’ satisfaction by same day delivery for scheduled maintenance vehicles
- Involved in the design of the dealership’s new service facility bay arrangement, reception traffic flow, parts outlets, dispatching mapping, and workshop/body shop parking layout.
National Service Manager
National Auto.
Dubai-UAE
01.2000 - 01.2004
- Looking after a total of 6 service outlets around the U.A.E, with a total staff of 140
- Assisting service managers in forecasting and setting up annual service budget for all branches
- Interviewing and hiring adequate personnel for both administration and technical areas for the service department
- Upgrading level of service to meet customer’s satisfaction as well as the manufacturer's standards i.e
- Suggesting and implementing new service sales promotion
- Analyze and submit to the Group General Manager daily, monthly, and quarterly service sales reports prepared by the related service managers
- Presenting company's service department with the authorities as well as the principles
- Ensure set productivity, labor and parts sales are achieved
- Able to achieve a yearly productivity level of 92-101% vs
- The budget plan, labor sales have increased 35% since the year 2000; a new location was established; the retailer's performance rate has been significantly improved with principle's regional office.
After Sales Manager
Mannai Motors
Manama-Bahrain
01.1993 - 01.2000
- Overlooking service and parts operation for Opel dealership in Bahrain focusing at positioning dealer’s aftersales activities as market leader in customer satisfaction, service retention and workshop productivity, parts inventory control and profitability
- Participated in the computerization of the after sales department (Service & Parts)
- Involved in used car evaluation and reconditioning prior sale
- Involved in the technical diagnosis as well as repair in case of costumer complaint, taking such opportunities as a training tool for the technical staff
- Developed new customer service satisfaction program
- Ordering special tools and diagnostic equipment.
Training Manager
Ismail Bilbisi & Co. (TOYOTA Dealer Jordan.)
Amman-Jordan
01.1990 - 01.1993
- Handling the post of Technical and Training Manager
- Set up and provide technical and non-technical training to workshop and parts operation
- Manufacturer direct contact in providing new vehicles product knowledge training and material to both sales and aftersales departments
- Ensuring all training requirements approved by the manufacturer are met and completed
- Follow up on all technical issues concerning Toyota vehicles (Petrol & Diesel)
- Reporting to the General Manager and the Service Manager of the main dealership garage with 70 technicians
- Selecting, ordering and purchasing all service center equipment and tools
- Conducting training for the technical staff covering all technical and Hi-Tech
- Subjects
- Conducting performance and trade tests prepared by the manufacturer.
Service Manager
YOUSEF AHMED AL-GHANIM &SONS
Kuwait
01.1987 - 01.1990
- Started as a service Engineer of the main dealership workshop starting from the reception area: Job card opening
- Vehicles inspection and drive test
- Customer complaint
- Warranty procedures and policies
- Team leader
- After an intensive technical training offered by G.M
- At the main workshop, I was transferred to a team leader position handling the repairs or vehicles under warranty
- Reporting to the Service Manager
- Repairing product information reports concerning common failures occur on a specific car line
- Distribution of work among the team members
- Reporting and submitting Warranty Claims
- In July
- 1987, promoted to the position of Rent a car Service Manager, (Europe car) main workshop with a fleet of 1200 unit mixed of passenger vehicles, light and heavy duty truck; American and Japanese products
- In January.1990 promoted to handle the position of Team Manager, reporting to General Service Manager, of Al-Ghanim Service facility with a total team staff of 48 technicians and 3 supervisors
- Insure achievement of targeted teams' efficiency
- Identify training requirements for the teams' technicians
- Monitoring warranty claims as per the manufacturer's specs
- Recruit professional and adequate staff.
Operations Manager
AL-AHLIIA CLEANING COMPANY
Kuwait
01.1985 - 01.1987
- Reporting to the General Manager of the company with a total of 25 heavy machineries
- Supervising adequate maintenance for the cleaning equipments: Road Sweepers
- Tippers (DAF)
- Compactors (VOLVO & TATA)
- Wheel Loaders (BOBCAT)
- Arranging routine programs for all equipments according to the cleaning schedule on daily basis.
Site Engineer
INTERNATIONAL CONTACTORS GROUP
Kuwait
01.1983 - 01.1985
- The company was handling the construction of the waterfront project in Kuwait
- Being as a site Service Engineer, the following equipments were under my supervision for the daily preventive maintenance: Cranes, Compressors, Tippers, Water pumps, Loaders, Vibrators.
Education
MBA - Business Administration
Chiefly Business School
Dubai, UAE06-2016
B.Sc. - Mechanical Engineering
Southern University
Baton Rouge, Louisiana - USA12-1982
Skills
- Project Management
- Decision-Making
- Customer Service
- Business Development
Languages
Arabic
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Business Development Manager
General Motors AMEO
01.2006 - Current
Area Service Manager
Al Amana Industries
01.2004 - 01.2006
National Service Manager
National Auto.
01.2000 - 01.2004
After Sales Manager
Mannai Motors
01.1993 - 01.2000
Training Manager
Ismail Bilbisi & Co. (TOYOTA Dealer Jordan.)
01.1990 - 01.1993
Service Manager
YOUSEF AHMED AL-GHANIM &SONS
01.1987 - 01.1990
Operations Manager
AL-AHLIIA CLEANING COMPANY
01.1985 - 01.1987
Site Engineer
INTERNATIONAL CONTACTORS GROUP
01.1983 - 01.1985
MBA - Business Administration
Chiefly Business School
B.Sc. - Mechanical Engineering
Southern University
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