MOHD YOUNIS

Accomplished Service & Operation Manager with extensive experience in leading and optimizing service operations across multiple sectors. Proven track record in enhancing customer experience, driving revenue growth, and improving operational efficiency through strategic planning and execution. Demonstrates strong leadership in managing cross-functional teams, fostering a high-performance culture, and ensuring compliance with industry standards. Adept at budgeting, cost control, and KPI management to achieve business objectives. Skilled in stakeholder and vendor management, with a focus on building long-term customer relationships. Career goals include leveraging expertise to drive innovation and service excellence within dynamic organizations.

Turnaround Time (TAT) Reduction

• Introduced dedicated Quick Lube bays, reducing average service TAT by 40% — enabling completion of periodic services within 90 minutes, boosting workshop capacity and customer satisfaction.

First-Time Fix Rate (FiFT) Improvement

• Strengthened diagnostic protocols and implemented multi-stage quality checks, increasing FiFT rate from 78% to 94%, reducing repeat visits and rework by 35%.

Customer Satisfaction (CSV) & NPS Growth

• As Reception Manager, elevated CSV scores from 55% to over 80% through process standardization, follow-up discipline, and staff training. Achieved a consistent NPS of 70+, among the highest in the network.

Workshop Comebacks Reduced

• Implemented root-cause analysis and technician accountability tracking, resulting in a 30% reduction in comebacks within two years.

Productivity & Operational Efficiency

• Optimized bay utilization and job allocation processes, increasing daily vehicle output by 25% and technician productivity by 20%.

JAMA Survey Leadership

• Awarded #1 Ranking in JAMA Customer Satisfaction Survey for four consecutive years, recognizing excellence in service delivery and customer loyalty.