Nancy Elrefay

Experience

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  ALNASR AUTO - Authorized dealer of TOYOTA

  Sept 2013 - May 2015

  Dealer Development Engineer

  Achievements :- Employee of the year award 2014.- Certfied TOYOTA service advisor engineer from TOYOTA MOTOR CORPORATION JAPAN.Responsibilities:- Develop dealer sales & after sales service to meet TOYOTA global standards ' KODAWARI program'.- Set and develop action plans to enhance daily operations using monthly KPIs , CSI, FIR and safety rates reports. - Design and implement national service & marketing campaigns.- Analyze and evaluate customers complaints to find the root cause and prevent re-occurrence.- Apply mystery shopping programs.- Support other departments Show less

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  Ghabbour Auto

  May 2015 - Mar 2016

  Service Advisor Engineer - GB AUTO - HYUNDAI after sales service

  Achievements:- Meet sales monthly targets with high score of CSI.Responsibilities:- Applying HYUNDAI six steps of customer care process.- Receive Customer Vehicles for Service and Repair Jobs and raise repair orders on Dealer Management Systems (DMS).- understand the customer needs and requirements and accordingly raise Service Orders.- provide detailed explanation on jobs to be carried out on vehicle.- Provide detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval from customers.- advise customers on the required vital jobs.- Deal with Customer Complaints and ensure customer has positive ownership experience.- follow up with Workshop controller and technicians on his vehicles and update Customers regularly on the job progress and ensure delivery of the vehicle at the promised time.- Dealing with Warranty cases. - Raise special orders for parts not available and follow up and keep customer informed.- Prepare Invoices on DMS and arrange for Active delivery of vehicles.- Follow up payments of credit customers and ensure collection within stipulated time.- monitor orders raised by me and ensure timely billing. - Conduct post service follow up to ensure customer satisfaction. Show less

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  Toyota Egypt

  Mar 2016 - now

  Customer Service Advisor Engineer - TOYOTA EGYPT- Abbasia main branch

  Achievements:-Second rank in TOYOTA EGYPT national skill contest 2016.Responsibilities: In addition to daily responsibilities of service advisor, I was responsible for:-Analyse team productivity and take corrective action for improvement.- Ensure applying 5S and safety precautions at reception area.- Handling customer complaints and ensure high level of customer satisfaction -preparing weekly WIP report (work in progress)