KENNETH IDDRISU LUCCI

Cell: +233 246 140 199

Email: [email protected]
EXECUTIVE SUMMARY

·         7 years’ experience in the Automotive Aftersales Industry, delivering continuous improvement in aftersales services and high levels of customer satisfaction by persistent collaboration across multiple lines of business in the automotive industry and various automotive manufacturers.

·         Consistently using analytical thinking to build and run technical reports to different automotive manufacturers and Aftersales Service delivery teams, reducing delays in resolving product and service-related issues by 70%. Strong coordination with manufacturers to ensure quick resolution of any product failure.

·         Strong relationship management skills, building trust and integration with customer operations teams to define and align customer expectation and satisfaction with daily aftersales operations. Lead a project of quarterly customer satisfactory survey to identify strengths and weaknesses of the aftersales service delivery.

SKILLS

·         Process Improvement by persistent team audits

·         Leadership through effective listening and coaching

·         Presentation Skills with stunning PowerPoint visuals

·         Concise yet effective communication with peers and senior management

·         Collaboration by engaging with teams both internal and external and 3rd Party vendors

PROFESSIONAL EXPERIENCE

Sylva Spare Plus Company Ltd, Ghana

Aftersales Administrative and Parts Supervisor                                      March 2017 – Present

·         Supervises the daily activities of the parts department and its staff. Monitors the parts inventory database and places orders as needed.

·         Assist clients in resolving issues and complaints concerning purchased products or services. Build and establish good work relationship with clients to facilitate increased patronage and revenue. Organize promotional and marketing campaigns to create awareness and product publicity. Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards. Provide periodic reports to management on all after sales activities. Ensure compliance with all manufacturer and company policies when carrying out job duties.

·         Handle all warranty related issues. Prepare a monthly warranty reconciliation report for accounts to follow up on payment. Handle all factory recall issues.

CFAO Ghana Ltd

Field Service Coordinator                                                               November 2016 – February 2017

·         Coordinate all field repairs. Laisse with manufacturers to carry out all factory recall campaigns and warranty related issues. Laisse with accounts department and manufacturers to ensure all warranty claims are paid. Ensure that all manufacturer recommended warranty procedures are adhered to. Plan and organize aftersales marketing activities. Prepare a weekly work in progress report for all branches to management. Provide coaching and relevant assistance to service advisors.

·         Manage all vehicle off road (VOR) spare part orders.

Warranty Officer                                                                               October 2015 – November 2016

·         Laisse with the workshop manager on all warranty complaint to ensure the repairs are done on time. Receive, prepare and submit warranty claims to various manufacturers. Ensure old warranty parts are well stored and disposed as recommended by manufacturers. Prepare weekly work in progress report for all branches to management.

Costing Officer                                                                                             May 2014 – October 2015

·         Prepare all service maintenance bills for customers. Prepare all service quotations as requested by the workshop to customers. Explain service bills and quotations to customers. Prepare monthly customer satisfactory survey and present report to management.

Service Advisor                                                                                            August 2012 – May 2014

·         Receive customers at reception and take compliant on their vehicles. Regular update of customers on the status of their vehicles. Laisse with the workshop supervisors to ensure timely delivery of customer vehicles. Ensure customer is satisfied with the job done on their vehicles. Prepare monthly report of total vehicles received and delivered by the workshop to management.

EDUCATION

Bachelor’s Degree in Mechanical Engineering (2017)

Kwame Nkrumah University of Science and Technology, Ghana

Higher National Diploma in Automotive Engineering (2011)

Takoradi Technical University, Ghana