Merna Agaiby
Nozha- Cairo
Summary
Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution. Decisive and persuasive communicator with proven problem-solving, leadership and planning abilities. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality Compliance Auditor & Business Data Analyst
Al-Mansour Automotive Company
2021.05 - Current
- Provided expert guidance on compliance requirements, ensuring informed decision-making across the organization.
- Performed over 15 compliance audits per month across 3 brands "Opel, Chevrolet & MG".
- Prepared working papers, reports and supporting documentation for audit findings "Sales & After Sales".
- Closely observed operations to ensure workflows and processes complied with safety regulations.
- Prepared and submitted reports to supervisors on product malfunctions and corrective actions.
- Discuss & making an action plan for every branch based on the manufacturer standard "Stellantis & GM" .
- Record and evaluate business KPI's, as well as the Personal Achievements using Power BI tool.
- Responsible for Loyalty Programs Monitoring like (Extended Warranty & Prepaid services).
Senior Service Advisor
Al-Mansour Automotive
2019.05 - 2021.05
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly
service. - Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Recommended additional, useful services to customers, which helped to increase overall sales.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Delivered efficient workshop scheduling to meet customer expectations and achieve loading
targets.
Service Advisor
AT Auto Sub Dealer Of Al-Mansour Company
2018.07 - 2019.01
- Welcomed people as they entered the facility and ascertained their needs by asking open-ended
questions. - Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Prepared servicing invoices and processed payments to maintain balanced department
finances.
Technical Supervisor
NACITA Autocare
2018.01 - 2018.06
- Welcomed people as they entered the facility and ascertained their needs by asking open-ended
questions. - Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Prepared servicing invoices and processed payments to maintain balanced department finances.
Education
Bachelor's Degree - Major Automotive
Engineering
Minya University07.2014
Skills
- SAP End User
- Power BI Analysis
- Information collection and analysis
- Project management
- Analytical-thinking
- Operation monitoring
- Report writing
- Reliability
Accomplishments
- ACE Reward recognition of outstanding performance 2022.
- Recognized by management for Deliver new standard SLE requirements to the network branches from Al-Mansour Automotive company 2023.
- Recognized by management for Deliver new standard SOS requirements to the network branches from Al-Mansour Automotive company 2024.
Certification
- Power Bi-DAX language-ERD- SQL / Self learning – linked In Learning.
- GM Difference Retailer Operation Standards- Sales.
- Fundamental Automotive System Training.
- Fix Right First Time and Service Satisfaction.
- Customer Enthusiasm- Creating Brand Loyalty.
- Creating a Lasting Impression with Active Service Delivery.
Languages
Arabic
Native language
English
Upper intermediate
B2
Timeline
Quality Compliance Auditor & Business Data Analyst
Al-Mansour Automotive Company
2021.05 - Current
Senior Service Advisor
Al-Mansour Automotive
2019.05 - 2021.05
Service Advisor
AT Auto Sub Dealer Of Al-Mansour Company
2018.07 - 2019.01
Technical Supervisor
NACITA Autocare
2018.01 - 2018.06
Bachelor's Degree - Major Automotive
Engineering
- Power Bi-DAX language-ERD- SQL / Self learning – linked In Learning.
- GM Difference Retailer Operation Standards- Sales.
- Fundamental Automotive System Training.
- Fix Right First Time and Service Satisfaction.
- Customer Enthusiasm- Creating Brand Loyalty.
- Creating a Lasting Impression with Active Service Delivery.
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