DZULHAFIZ ZULKIFLI
SERVICE MANAGER
Bandar Puncak Alam, Selangor
Summary
Who has over 11 years of experience working in various Automotive Industry was before finishing the study from Kolej Komuniti Bandar Darulaman. I'm started with foreman in Suzuki Service Centre and now working with Proton Service Centre as a Service Manager. My highest level in automotive industry is Service Manager in Proton Service Centre. Role and responsibilities is to enhance knowledge and skill for sale and service staff in particular on technical and product information and currently managing a service centre. Involvement in the automotive technology update with the global industry players providing him a wide range of skill and ability to deliver skills and knowledge to many types and levels of people.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Service Manager
Aiman Motor
Petaling Jaya, Selangor
06.2023 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Implemented a preventative maintenance program for all shop equipment, reducing downtime and extending the useful life of critical assets.
- Monitored inventory levels of parts and supplies, minimizing stockouts while also reducing overhead costs associated with excess inventory.
- Streamlined internal communication channels among front office staff, service advisors, technicians, and parts personnel, fostering a collaborative work environment.
- Enhanced workplace safety by implementing strict protocols for equipment usage, hazardous material handling, and waste disposal procedures.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Service Executive
Goh Brothers Motor Sdn Bhd
Setia Alam , Selangor
09.2022 - 06.2023
- Collaborated with staff to formulate budgets and improve department revenue
- Perform daily, weekly & monthly throughput & revenue report
- Ensure all targeted given by management archive
- Handling customer complaint and solving issues
- Ensure WIP & CBJ cases are completed as quickly as possible and run smoothly
- Managed challenging client situations with professionalism, resolving issues and maintaining positive relationships.
- Monitored customer feedback closely to identify trends and implement corrective actions as necessary.
Assistant Service Manager
Aiman Motor Sdn Bhd
Petaling Jaya, Selangor
02.2021 - 09.2022
- Managed customer interactions, such as answering queries, managing complaints and solving issues
- Coordinated meetings with staff to delegate tasks, communicate targets and determine individual priorities
- Improved operations by providing extra training to inefficient, underachieving staff
- Collaborated with customers to discuss service needs and offer available solutions
- Managed and maintained service desk, including leading team members and evaluating department efficiency
- Created various business strategies, designed to improve customer service, enhance growth and increase sales
- Monitored department operations to identify inefficiencies and process flaws, promptly managing change
- Monitored stock in storage and shelves, ordering new supplies to replenish out-of-stock items
- Managed creation and implementation of company budgets, closely monitoring expenses to avoid overspending
- Assisted administrative teams with invoicing, processing orders and tracking inventory levels using software
- Closely monitored employee feedback and customer reviews to help improve processes and procedures
- Ensured customers received excellent service by going the extra mile to assist with needs, requirements and requests
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
Service Executive
Aiman Motor Sdn Bhd
Petaling Jaya, 10
01.2020 - 02.2021
- Responsible for handling operations in the service centre in terms of customer complaints, technical issues, performance reporting, strategy plan to increase revenue & throughput
- Being an instructor for new staff in terms of teaching the process that has been set in service centre
- Monitor & guide all department such as service advisor, customer relation, warranty processor, spare parts executive and foreman
- Ensure workshop floor run smooth
- Ensure WIP & CBJ cases are completed as quickly as possible and run smoothly
Warranty Executive
Aiman Motor Sdn Bhd
09.2017 - 01.2020
- Perform the warranty process on defective parts
- Ensure all document submitted in dateline
- Ensure tagging, storage location, report and filing run smooth
- Manage disposal process will be done after 3 month in storage
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Service Advisor
Aiman Motor Sdn Bhd
Petaling Jaya, Selangor
03.2014 - 12.2019
- Recommended additional, useful services to customers, which helped to increase overall sales
- Explained amount for expected services and provided detailed answers to customer questions
- Welcomed people as they entered the facility and ascertained their needs by asking open-ended questions
- Communicated well with workshop, parts and valeting teams to maintain smooth servicing operations
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
Foreman
Aiman Motor Sdn Bhd
Petaling Jaya, Selangor
04.2012 - 02.2014
- Coordinated and supervised operatives' activities, allocating tasks and enforcing safety procedures to maintain safety
- Inspected completed work to verify quality standards and compliance with criteria.
- Coached and mentored junior technicians, developing high-performing automotive repair teams
- Explained complex technical and mechanical faults to customers clearly and concisely, improving understanding ahead of repair works
- Completed paperwork accurately and promptly, maintaining thorough vehicle servicing, repair and maintenance records
- Assisted in the recruitment process for new team members, selecting candidates who demonstrated aptitude for success within the organization.
Education
Certificate of Higher Education - Automotive Technology
Kolej Komuniti Bandar Darulaman
Jitra, Kedah 06.2010 - 01.2012
Skills
- Report creation
- Report writing
- Customer service
- After-sales support
- Relationship building
- Customer service management
- Problem-solving
- Work Planning and Prioritization
- Staff training and development
- Service documentation
- Team collaboration and leadership
- Multitasking and organization
- Service quality management
Timeline
Service Manager
Aiman Motor
06.2023 - Current
Service Executive
Goh Brothers Motor Sdn Bhd
09.2022 - 06.2023
Assistant Service Manager
Aiman Motor Sdn Bhd
02.2021 - 09.2022
Service Executive
Aiman Motor Sdn Bhd
01.2020 - 02.2021
Warranty Executive
Aiman Motor Sdn Bhd
09.2017 - 01.2020
Service Advisor
Aiman Motor Sdn Bhd
03.2014 - 12.2019
Foreman
Aiman Motor Sdn Bhd
04.2012 - 02.2014
Certificate of Higher Education - Automotive Technology
Kolej Komuniti Bandar Darulaman
06.2010 - 01.2012
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