DMS
Muhammad Ahmad Raza
Customer Relation Manager
Lahore,PB
Summary
Dynamic, customer-focused professional with extensive expertise in CRM management, warranty coordination, and automotive service operations, supported by a strong understanding of service management and aftersales processes. Proven ability to manage customer complaints, warranty approvals, and collaborate cross-functionally with dealerships and head office, ensuring adherence to service standards and KPIs. Skilled in supporting service operations through process monitoring, case escalation, workflow coordination, and tracking customer satisfaction. Recognized for leveraging customer insights, enhancing process efficiency, and employing creative problem-solving to elevate service quality, strengthen brand image, and deliver reliable automotive solutions while committed to continuous learning and operational excellence.
Overview
7
7
years of professional experience
3
3
Certificates
2
2
Languages
Work History
CRM Customer Relation Manager
Changan City Sales
01.2025 - Current
- Managed end-to-end customer relationship activities, including inquiries, complaints, and follow-ups.
- Maintained and updated customer data, call logs, and case records in CRM systems.
- Handled VOC (Voice of Customer) cases, ensuring timely resolution and proper documentation.
- Coordinated with service, sales, and technical teams to resolve customer issues effectively.
- Assisted customers with warranty claims, inspections, and after-sales support procedures.
- Conducted follow-up calls to measure customer satisfaction and improve CSI scores.
- Prepared CRM reports, summaries, and presentations using MS Excel and PowerPoint.
- Ensured professional communication with customers while adhering to company policies.
- Escalated critical cases to head office with complete documentation and follow-up.
- Handling complaints and supporting CSI/NPS improvement
Warranty Advisor
Changan City Sales
01.2024 - 01.2025
- Evaluation & management of complex warranty claims as per OEM policies
- Coordination with Head Office, technical teams, and field engineers for approvals
- Handling escalations, rejections, and re-submissions with complete documentation
- Warranty audits, MIS reporting, and SOP compliance
- Support & guidance to junior advisors
Service Advisor
Suzuki Ravi Motors
01.2023 - 01.2024
- Customer handling, job card opening, and service requirement assessment
- Coordination with workshop for timely diagnosis, repair, and delivery
- Explaining service estimates, approvals, and additional work to customers
- Ensuring service quality, follow-ups, and customer satisfaction
Technician
Local Auto Workshop
01.2019 - 01.2021
- Performed vehicle maintenance, diagnostics, and repairs for multiple vehicle brands
- Handled engine, suspension, brake, electrical, and routine service work independently
- Diagnosed faults using basic scanners and manual inspection techniques
- Managed customer complaints and explained repair work in a clear and professional manner
- Ensured timely job completion while maintaining quality and safety standards
- Supported workshop operations including tools handling, cleanliness, and job report
Education
Matric - Computer Science
School
01.2019
BS BBA - undefined
Virtual University Lahore
01.2028
DAE - AUTO & DIESEL
College GCT Lahore
01.2023
Skills
Strong teamwork and coordination across service, warranty, and technical teams
Creative problem solver for complex technical and customer challenges
Highly Self-Motivated with goal-oriented approach
Performance tracking
CRM software proficiency
Client retention strategies
Team building
Team collaboration
Excellent communication
Work Planning and Prioritization
Adaptability
Multitasking Abilities
Software
MS EXCEL
MS WORD
POWER POINT
ADOBE PHOTOSHOP
ADOBE ILLUSTRATOR
Certification
Certificate Of Qualification SSAT Advance Customer Service Skills For Service Advisor's 27-SEP-2024 From Pak Suzuki Motor Company LTD (NAVTTC) National Vocational & Technical Training Commission Prime Minister's Hunarmand Pakistan program.
Interests
Automotive innovation & performance: Exploring tech, tuning, and next-gen diagnostics, CRM & Customer Experience: Crafting smooth journeys, resolving challenges, and boosting loyalty, Problem-solving & hands-on mechanics: Love cracking tough technical puzzles, Team dynamics & leadership: Thriving in high-energy, collaborative environments, Continuous learning & trends: Staying ahead in automotive and service excellence
Timeline
CRM Customer Relation Manager
Changan City Sales
01.2025 - Current
Warranty Advisor
Changan City Sales
01.2024 - 01.2025
Service Advisor
Suzuki Ravi Motors
01.2023 - 01.2024
Technician
Local Auto Workshop
01.2019 - 01.2021
BS BBA - undefined
Virtual University Lahore
DAE - AUTO & DIESEL
College GCT Lahore
Matric - Computer Science
School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Do what's necessary,then possible,then impossible.
Muhammad Ahmad Raza
Languages
Urdu Expert
English Beginner
Personal Info
- Name: Muhammad Ahmad Raza
- CNIC: 35202-0291330-1
- Father Name: Muhammad Qasim Butt
- Date of Birth: 30-OCT-2001
Contact
- Phone: 0300-4544230
- Email: ahmadbutt88a@gmail.com
- Address: Lahore / Pakistan
Personal Info
- Name: Muhammad Ahmad Raza
- CNIC: 35202-0291330-1
- Father Name: Muhammad Qasim Butt
- Date of Birth: 30-OCT-2001