Hertz UAE

Customer Service Manager

Supervise the Technical Support and Lease Logistics team functions in Dubai.
Ensure minimum downtime of Hertz fleet in the Maintenance cycle.
Ensure vendor payments are cleared for processing and rebates accounted for with Finance.
Publishing daily, weekly, monthly Maintenance reports for Management review.
Review vendor performance and provide feedback. Identify potential vendors for future business.
Ensure that the monthly Technical Support Spend is within budgeted value.
Preparing Vehicle Model wise Budgets based on actual historical spends to assist in prospect customer quotations.
Approving quotations for repairs post comparisons and preparing cases for  Management review and approval  for units deemed ‘Beyond Economical Repairs’
Coaching and development of 7 Direct Reports and 4 Indirect Reports within the Maintenance and Logistics Department.
Manage administrative / people tasks in terms of leaves, overtime payment, and performance review for members within the Technical Support and Logistics department.
Resolve any complaints coming into the department in the fastest time possible to minimize customer impact.
Serving as a Level 2 Escalation point for Lease Logistics Operations.
Ensuring that the Lease Fleet Utilization is within Business Budget and initiating corrective measures to correct the variance that leads to negative impact on the utilization.
Ensuring that the Turnaround Time from collection to return of fleet back to customers is within SLA.
Evaluating bottlenecks across departments impacting overall turnaround time and engaging with other department supervisors to formulate corrective measures to address the same.
	Monitoring the Hertz Roadside Assistance process and working with roadside assistance vendors to ensure that Breakdown Assistance SLA for business is met.

Assistant Manager - Technical Support

Assistant Manager

Hertz - Al Futtaim

Supervise the Lease team function in Dubai.
Ensure vehicles are returned to the customers with minimum downtime post Service and Maintenance.
Ensure that the upgrade % on replacements is at the minimum.
Ensure that the % of Fleet on Replacements with customers is within budget.
Preparing daily / weekly / monthly reports for Management review reference the Lease fleet status.
Coaching and development of members within the Lease department.
Conducting periodic reviews for 4 CSR’s and 28 Drivers within the lease department.
Manage all administrative / people tasks within the Lease department.
Ensure that all customer escalations are dealt with in a prompt manner with resolution achieved.
Ensure internal stakeholder requests are managed as per expectations.
Ensure Lease vehicle damage estimates are communicated to the customer with supporting documents to ensure maximum damage recovery.

Senior Customer Service Officer

Hutchison 3G

Identify “core competencies” of new joiners
Evaluate “core competencies” of new joiners with Manager Training.
Implement training programs
Ensure that statutory training requirements are met.
Make periodic training plan.
Amend and revise programs as necessary, in order to adapt to the changes that occur in the work environment.
Assisting line managers and other trainers to solve specific training problems, either on a one – to – one basis or in groups.
Deliver training on telecom topics. 
Coordinate with inter departments to provide training and support the customer activities.
Appraisal of training effectiveness.
Updating training schedules based on batch trends.
Mentoring trainers

Senior Trainer

Experienced individual with a demonstrated history of working in the automotive and ITES industry. Skilled in Customer Service, Negotiation, Operations Management, Contact Centers, Training Delivery, and Management. Strong support professional graduated from University of Mumbai.

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