1. Sohail Ahmed
Dubai - UAE
00971507175667
sohail2k2@hotmail.com
OBJECTIVES
Willingness to take-up challenging opportunities and ambitious to associate with a high caliber, dynamic & result-oriented professional
team of a reputable progressive organization. Wherein my extensive years (more than Twelve years) of experience with Mercedes Benz
in front office as Senior Service Advisor will be utilize. Long-term goal is to reach Management level that will further my growth which
may factor in the firm’s advancement.
WORK EXPERIENCES
 Gargash Enterprises – Mercedes Benz Experiences Since Feb 2003 Till Now
- Mercedes Certified Senior Service Advisor ( Feb 11 Till Date ) - Service Administrator ( Feb 08 Till Jan 11 )
- Service Contract In charge (April 07 Till Jan 08 ) - Incentive In charge ( Sep 06 Till Mar 07 )
- Mobility In charge ( Jan 06 Till Aug 06 ) - Factory Warranty Processor ( Oct 04 Till Dec 05 )
- In House & Used Car Warranty Processor ( Nov 03 Till Sep 04 ) - Asst Warranty Clerk ( Feb 03 Till Oct 03 )
 New Akbar Motors. Karachi – Pakistan Reception Coordinator ( Jan 2001 - Jan 2003 )
CURRENT RESPONISSIBILITIES
1- CERTIFIED SENIOR SERVICE ADVISOR. ( Feb 2011 Till Date )
 Responsible for Rulers vehicles direct from Sheikh’s palace and all departments dealing with them as per their status.
 Only authorised person for receiving all VVIP customer’s vehicles from Department of Industry, Free Zone, Port, Customs
and Air Port.
 In charge of Body Shop section including all repairs, painting work and denting work.
 Taking all decisions and deciding final repair for Accident Repair, Smart Repair, Internal Insurance Repair etc.
 Receiving complaining customers, inspecting their vehicles, determining the problem and doing test with them.
 Taking care of reception issues and maintaining keep and calm environment at reception.
 Stay up-to-date on technical and performance information on all the vehicles serviced by dealership.
 Co-ordinate with warranty/goodwill / finance / IT departments to sort out issues.
 Preparing Monthly WIP (work in progress) report and follow-up with fleet customer (credit & collection).
 Monitor Customer satisfaction Index weekly basis and report to Service Manager.
 Coordinate with the technical team to facilitate administrative functions.
 Carrying out Initial vehicle diagnosis during receiving, having joint test drive with customers and record complaint in the
vehicle according to Mercedes Benz standard text (WIS).
 Refer leads and prospects for vehicle sales to the new and pre-owned car departments.
 Making it sure vehicle is ready on time and customer complaint has been rectified without any problem.
2- SERVICE & CUSTOMER SUPPORT ADMINISTRATOR. ( Feb 2008 Till Jan 2011 )
 Meeting customer and making them understood terms and conditions of services and warranty.
 Providing customers support to customers on their technical queries and conflictions between service advisors.
 Discussing customers issues to higher management and getting them solved then contacting back for update.
 Generating weekly KPI (figures) reports on workshop’s performance and discussing with Service Manager.
 Meeting workshop managers every month in their workshop and discussing them workshop performance and issues.
 Conducting workshop audit for available vehicles and checking all suspicious closed wips and released & pending
vehicles.
 Giving workshop managers deadlines for achieving the monthly budget and discussing day-by-day activities and
issues.
 Providing assistance to Service Advisors, Reception Staff, Productive and Non-productive staff of workshop.

2.  Acquiring updated Service Measures from Daimler’s website and making all workshop managers, supervisors, service
advisors and all technical staff to understand the importance of document on vehicle maintenance
update as per Daimler requirement.
 Developing Parts return shipment & Top 10 Failure & TPR (Technical Product Report) for manger’s monthly
meeting.
3- SERVICE CONTRACT+INCENTIVE+MOBILITY INCHARGE. (Feb 2004 Till Jan 2008)
 Guiding customer regarding Service contract, service interval, service coverage and all service related issues.
 Making service contract getting customer sign and understand the policy then updating data to Kerridge system.
 In charge for Gargash Incentive Program colleting data from Autoline Kerridge System and after calculating Sold
Hours, Clocked Hours and Attended Hours then applying formulas to calculate either all Productive Staff achieved their monthly
target to receive incentive or not.
 Sending memo to Accounts Manager to pay incentive as per memo to listed Productive and Non Productive staff.
 To authorise courtesy vehicle for customer as per requested from workshop and reception manager’s request.
 Approving and rejecting roadside assistance charges to customer or workshop as per defined guideline.
 In charge for company’s In House Extended Warranty and Used Car Warranty.
 Authorising and rejecting the claims as per the requirement on nature of failure and claim.
 Inspecting complicated vehicle and discussing with customer to make them understand the warranty guideline and criteria.
EDUCATION
1999 Pre Engineering SM Science College Karachi
2000 Diploma of Associate Engineer. Sindh Board of Technical Education Karachi
2002 Diploma Information Technology and Graphics Designing. House of Information Technology
2003 B Com. University Of Karachi.
2009 Microsoft Certified Professional. (MCP + MCDST) Microsoft Corporation.
TRAINING
 Global Training in Europe Newly lounge vehicles against compotators
 Real Time Communication (RTC) Workshop management system
 Customer Service training Change Associates
 Automobile Servicing and Maintenance Training Gargash Enterprises
 Customer Service training DME (Daimler middle east)
 Introduction & Technical Features All Models for passenger cars
 Preventing and handling customer complaints PRO training
 Communication techniques Dxonmobile
 Customer oriented behavior level II Global Training Daimler
 Kerridge System CRM Creating customer data and vehicle maintenance record
 Mercedes Benz Training Kerridge, EPC, WIS, ASRA, EVA and VeDoc etc.
COMPUTER SKILLS
Efficient in:
Microsoft Certified Professional MCP + MCDST
Diploma in Information Technology and Graphics Designing
Programming Language Access, C++, Basic, FoxPro etc
Microsoft Word, Excel, PowerPoint, Internet Explorer, Internet Applications
PERSONAL INFORMATION
Date of Birth : March 1979
Nationality : Pakistani
Languages : Fluent in English, Arabic, Urdu, Hindi and Baloushi
Gender : Male
Visa Status : Permanent Resident
Marital Status : Married