Annas Nasrawe

Automotive Service Management Professional with over 10 years of experience, targeting similar roles with some reputed organization to enhance skill set and contribute to the success of the organization promoting mutual growth. Skilled customer service professional with extensive experience in the automotive service industry. Possess excellent communication skills, and skills to build strong relationships with customers and stakeholders, which has helped deliver great customer service consistently.

Proven track record of achieving and exceeding performance standards against set targets while working with financial data relevant to the service process. Visionary professional with skills that reflect year-on-year success in achieving institutional growth objectives and optimizing the entire value chain by ensuring the achievement of the targeted top-line & bottom-line profitability. Proficient in answering questions about service outcomes, providing clear and concise explanations of repair processes and timelines while keeping customers informed throughout the service process.

In addition to exceptional customer service skills, I have experience in working with IT systems and software, and continuously seek to learn and adapt to new technologies and systems. An Innovative & Analytical People Manager enthusiastically meeting deadlines with innate skills in building high performing multi-cultural teams that excel in delivering business value with high morale & low attrition. A results-oriented professional with a strong focus on optimizing workflows and streamlining processes to drive greater efficiency and productivity.

Passionate about delivering exceptional customer experiences and committed to continuously improving skills and knowledge to provide the highest level of service to our customers.

Service Manager at Behbehani Brothers (2024-11 – Present)

• Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention
• Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre
• Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all staff members
• Conduct daily meetings with the Workshop Manager and Parts supervisor to align them on the targets and performance expectations
• Effectively manage regular meetings to ensure corrective actions on issues related
• Hold regular meetings with the Account Manager to understand the Branch P&L
• Submit accurate weekly forecasts for Management reporting

Aftersales Manager at Norton Way Group (2019-05 – 2024-09)

Service Manager at Norton Way Group (2018-02 – 2019-05)

Service Team Leader at Norton Way Group (2017-07 – 2018-02)

• Distributed jobs to the technicians and delegating each job to ensure they are completed on time, while regularly monitoring progress and ensuring that any issues are addressed promptly
• Ensured that warranty jobs are clocked on correctly and invoiced accurately, while maintaining up-to-date records and documentation
• Built strong relationships with the General Sales Manager to ensure that PDI & MPI jobs are completed promptly, and that necessary work is done to keep the vehicle in working condition while in the workshop
• Provided high-level customer service and support to customers as needed, including facilitating test drives and providing further information on vehicles, while always maintaining a professional and customer-focused demeanour

Service Manager/Aftersales Manager combined role at Norton Way Group (2017-07 – 2024-09)

Maintaining and optimizing the department's revenue and service operations to consistently meet monthly targets. Currently maintaining over 2500 hours per month with current capacity, while continuously improving efficiency and productivity.

• Monitoring and analysing figures and costs related to the department on an ongoing basis to ensure financial success
• Maintaining the National CSI (Customer Satisfaction Index) average score by providing top-notch customer service and managing complaints or feedback in a timely and effective manner
• Instrumenting the dealership's principles and carefully following the process to ensure a successful business, while continuously finding opportunities for improvement
• Always providing exceptional customer service, while proactively addressing any customer concerns or issues that arise
• Liaising with the branch accountant and managing the warranty and retail debts, always staying in close contact with our Regional technical team to ensure timely resolution of any issues
• Continuously increasing vehicle upsell and performance efficiency, including tracking percentage per advisor and setting out ambitious targets to improve sales and overall performance