master degree in retail management certificate




Sales/ Services  Manager

Mar 2006 Present

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

Ñ        Designing service packages according to KANO model

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

Ñ        Handling all activities of the spare parts and service departments including items’ delivery, installation, repairs, as well value added services.

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

Ñ        Formulating various KPIs, organizing meetings and effecting requisite measures to enhance profitability of customer service operations

Ñ        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

Ñ        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

Ñ        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.

Installing Custmer Relation Management System


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


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Mahmoud Elhefnawi, MIE,