Younes Chih

Project 1 : Mercedes Benz Financial Services - Brussels

Controlling Agent

01/2022 - 09/2023

• Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements;
• Processed payments and applied to customer balances;
• Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities;
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor;
• Negotiated with account holders to devise repayment plans and minimize collections receivables;
• Directed day-to-day collections functions;
• Achieved performance goals on consistent basis;
• Assisted in implementing procedures and policies to facilitate timely payments;
• Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.

Project 2 : ALD Automotive

Senior Fleet Advisor

09/2023 - now

• Verified and improved quality standards by analyzing customer service metrics;
• Processed customer orders quickly and accurately for timely delivery;
• Handled and promptly resolved customer complaints to maintain professional relationships;
• Followed up on customers' inquiries to assess satisfaction with provided solutions.

Facility coordination in several multinationals and sectors such as pharmaceutical, automobile, retail, etc.

• Supervision of on-site FM teams;
• Budget control;
• Service Contract Management;
• Communicated with general managers and facility teams regarding upcoming repairs and projects;
• Built relationships with vendors and contractors to support timely and cost-effective services;
• Coordinated special projects and managed schedules;
• Reported to senior management on organizational performance and progress toward goals.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction;
• Assisted call-in customers with questions and orders;
• Logged call information and solutions provided into internal database;
• Resolved concerns with products or services to help with retention and drive sales;
• Responded to customer needs through competent customer service and prompt problem-solving.

• Opened new accounts and documented personal, demographic, and payment information in system;
• Overcame objections using friendly, persuasive strategies;
• Set up appointments with interested customers according to schedule availability;
• Utilized sales techniques to build customer interest and close sales.

• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction;
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms;
• Recommended brand products to customers to encourage repeat purchases and foster customer loyalty;
• Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.