mahmoud elhefnawi

mahmoud elhefnawi


My active role of 20+ years of profound professional experience as an electronics engineer and management professional with a litany of certifications to credit retail business, after sales services, quality assurance, customer service as well as QMS auditing. My career ladder is highly progressive my span of authorities has been increasing quickly because of my efficient performance. I am highly flexible and love to work in stimulated and growth oriented environment. I love challenges and being part of growth oriented company, I drive my team successfully and productively even in highly pressurised and challenging working environments.





Sales Services Quality Assurance/Customer Service Manager

Mar 2006 Present

The Organization is the biggest company in Saudi Arabia for electronics, computers, white goods, personal care, gaming, mobiles, digitals and home appliances retail business with 30 showrooms

>> Designing business plans, management system documents and quality control policies/procedures in compliance with ISO standards

>> Handling all activities of the spare parts and service departments including delivery, installation, repairs as well as maintaining a record of job orders for walk-in customer and home service

>> Managing all call center operations, performing customer satisfaction surveys, providing technical support via telephone and establishing customer happy calls system and effective telesales campaigns

>> Formulating various KPIs, organizing meetings and effecting requisite measures in coordination with IT personnel to enhance profitability of customer service operations

>> Conducting regular internal process audits using service evaluation model, devising service products packages, organizing customer recovery program and awards as well as applying quality tools and methodologies to deliver quality services to customers

>> Delivering exceptional customer service by responding to queries and verifying all activities affecting quality, detecting problems faced and recommending preventive action against non-conformities for products, processes and quality control system

>> Assuming responsibility for profits and losses, sales and relevant promotional activities, budgeting and general after sales marketing

>> Reporting to senior management on all operations, recommending feasible solutions and rational strategies for the development and growth of after sales operations in as per quality standards of the company


Quality Management System Audit Manager

Oct 1997 Mar 2006

>> Playing a pivotal role in achieving the Egyptian National Award for Excellence (Quality) for the company in the year 2005 through outstanding performance

>> Actively participating in Ministry Of Industry workshop for defining and establishing “Egyptian National Quality Award” which is equivalent to the European EFQM

>> Developing and maintaining quality management systems in line with relevant parameters prescribed by the company

>> Effectively managing the audit team (product & system) and designing QMS documentation system in compliance with ISO standards

>> Planning and performing quality and environmental audits (ISO9001, ISO/TS16949, ISO14001, VDA6.3) as well as served as a single point of contact with ISO certification body for ISO certificate surveillance audit

>> Managing customer audit including audit executed by Chinese authorities and ascertained compliance with customer needs

>> Devising business process model including sub-processes and related KPIs as well as administered other company activities encompassing HR and finance

>> Defined statistical techniques used for quality improvement, identified issues in process and machine capability, suggested preventive action against non-conformities

>> Implementing in-process inspection for torque measurements and final car audit as per customer requirements and VDA standards

>> Formulating web-based monitoring system for KPIs, executed Six Sigma projects to facilitate cost reduction as well as imparted Six Sigma training, statistical quality control and quality/ISO trainings to employees

>> Undertaking suppliers audit annually as well as conducted Measurement System Analysis (MSA) and Failure Mode And Effect Analysis (FMEA) for all major business processes



Quality Assurance Supervisor

Production Supervisor



Maintenance Engineer

Aug 1992 Nov 1993


Certified Customer Service Manager, IIRME, Dubai
Emotion intelligence , Meirc, Dubai
Statistical Quality Control, American University, Cairo
6 Sigma (Green Belt Certificate), American University, Cairo
ISO/TS 16949 Internal Audit Course, Corporate Quality Management, Mercedes-Benz
Failure Mode and Effect Analysis, FMEA, Mercedes-Benz
ISO 9001 Quality Management System Lead Auditor Course, (SGS- Certificate 00/D502879S/10383)
ISO 14001 Internal Audit Course, BSI
Environmental Management Systems Engineering EMS, American University, Cairo
Quality Process Audit according to VDA 6.3, Corporate Quality Management, Mercedes-Benz
Managing People Performance, Logic, KSA
Coaching, Logic, KSA
Train the Trainer, TOT
Finance for Non-Financial Managers, Logic-Consulting
Time management & Effective Meeting, Logic-Consulting
Effective Leadership, Logic-Consulting
Mercedes-Benz Production System, Lean Manufacturing
Innovation and Creativity Skills, Mercedes-Benz
Problem Solving Skills, LG Electronics
Production Management, LG Electronics
5 S, LG Electronics


Skill Skill Level Years of Experience Last Used
Total Quality Management, Quality Assurance, Quality Control, QMS Auditing Expert More than 10 years 1 month or less
Customer Service, After Sales Operations, Client Development, Business Analysis Expert More than 10 years 1 month or less
Planning & Implementation, Coordination & Development, Report Generation, Training Expert More than 10 years 1 month or less
Standardizing Policies/Procedures, Complaints Management, Customer Recovery Program Expert More than 10 years 1
month or less
Leadership, Team Building, Motivational Skills, Interpersonal & Communication Skills Expert More than 10 years 1 month or less
Analytical Skills, Ability to Work Under Pressure, Decision Making & Problem Solving Skills Expert More than 10 years 1 month or less
Computer Related Skills – MS Office Applications and Internet Usage Expert More than 10 years 1 month or less



Skill Level

Years of Experience

Last Used



More than 10 years

1 month or less



More than 10 years

1 month or less


Masters Degree, Business and Management, Retail Management


December 2012

Bachelor’s Degree, Higher Diploma, Electronics Engineering


June 1992

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Mahmoud Elhefnawi, MIE, http://i-mie.com