Diala N Masri

Seeking assignments in Sales & Service Operations, Business Development and customer Relationship Management with a growth-oriented organisation

A competent professional with over 7 years of experience in Sales &Service Operations, managing coaching people and Client Relationship. Valued contributor to key organisational initiatives for enhancing operational efficiency with track record of ensuring compliance with the parent company’s guidelines & standards. Expertise in managing & maintaining business relationship with customers to achieve quality product and service norms by resolving their service related critical issues. Proven technical competencies in channel development by establishing dealer service facilities and systems at dealer points. An effective communicator with good presentation, analytical & negotiation skills and proven ability to discuss and work cooperatively with crosses functional teams.

• Sales
• Business Development
• Team Management
• Marketing
• Product team
• Relationship management
• Administration
• Coordination

• AL Futtaim motors –Toyota, Showroom Sales Manager, 01/01/12, Present, In charge of 17 retail sales executive, 2 sales assistant and 2 stock controllers., Managing and motivating sales team to increase sales and ensure business efficiency., Responsible for unit sales and profit margins, meeting or exceeding sales goals and objectives., Measure sales efficiencies and KPI verses target and month objectives., Analysing sales figures and forecasting the numbers to retail HO., Directly engaged with new customers to build business relationship and customer’s loyalty to Toyota brand., Setting the sales team target and monitor the performance., Resolve and handle customer’s complaints and issues as they arise., Holds a regular meeting with entire sales team to review their daily sales activities (prospects, test drive, appointments, visits...)., Conduct staff appraisals., Involved in the recruitment and interviewing of new staff., Using Gallup’s Drive Magic Moments program to drive Associate Engagement throughout the branch.
• Al Futtaim Finance and services AFS, Business Manager F&I, 05/01/10, 12/31/11, Offering vehicle financing and insurance to customers and providing them with a thorough explanation of products and accessories., Ensure all new sales are referred for second facing with business manager., To optimise the sales of conventional and Islamic Finance products., To optimize the sales of value added products., Processing financing and leasing deals accurately and securing approval through panels banks for dealership., Making the best profit possible., Follow up daily with banks representative and sales manager on finance application and LPO., Ownership from beginning to end of finance and insurance performance and results., Manage Documentation flow between AFS hub staff and F&I.
• Emirates NBD, Senior Sales Supervisor - Auto Loans, 05/01/06, 06/30/09, Liaison with the dealer and internal departments to optimize sales., Building & maintaining relationship with Auto Dealer(s) and carrying out analysis of Auto Loan Applications (Individual, Self Employed & Company)., Coordinating with respective departments to seek deviations/ recommendations for clients requiring higher credit limits., Analyze and study cases and recommend it to credit department to obtain approvals., Maintaining a detailed record and MIS of all deals proposed to the credit., Managing a team of five sales representatives (Sharjah & Northern Emirates Region)., Preparing sales & target reports along with identifying target clients & extending newly launched banking products., Following up on dealer payments and disbursements., Cross selling of multiple bank products i.e. Credit Cards & Motor Insurance., Providing on job training to existing & newly joined sales representatives., Identifying fraudulent documents and reporting to Collections/ Compliance., Dealing with customer queries/ problems & solving them to maintain customer relationship for further references.
• Royal Plaza Hotel, Front Desk – Reception, 01/01/05, 12/31/05, Checking in and out the hotel guest's., Reservation for the customers from all over the world., Escorting guests to their rooms as well as preparing the amenities list to the new arrivals., Guest relations.
• Movenpick Hotel and Resort, Operator, 01/01/02, 12/31/04, Responsible on taking the guests orders., Handling request and guests complaints., Following up on orders to fulfil all the requests and avoiding mistakes., Attending calls.

• Date of Birth: 01/01/83
• Nationality: Lebanese