Experience

Tusker

• United Kingdom
• Business Consulting and Services
• 100 - 200 Employee

• Account Manager

  • Nov 2022 - Present

• Customer Relations Manager

  • Oct 2020 - Nov 2022

  Complete investigation into complaint root causes, liaising with stakeholders both internal and external, including employer representatives, accident management services and bookings agents. Providing final business resolutions in relation to Quotes, Contract Agreement, Order and Delivery, Fine Administration, Maintenance and End of Contract disputes. With additional ad-hoc complaint correspondence including escalated BVRLA contact and director level communication from customers. Utilising the CRM system (Salesforce) to capture all complaint related information to enable accurate and valuable reporting and analysis for subsequent process improvements. Creation of reports and dashboards for quick review. Reviewing data, providing insights on trends, root causes and observations for the betterment of the business and implementing changes. Management of our survey tools APD, Feefo and Trust Pilot, sending data feeds and invites to our drivers, reviewing and collating incoming feedback and responding.Providing bespoke responses, maintaining a strong brand reputation and presence across review sites. Utilising feedback for continual improvement and weekly, monthly reporting and yearly overview packs for the business SMT. Working closely with all internal departments to identify potential improvement and ensure quality control. Recognising opportunities for individuals and teams via case reviews in line with KPI’s, call monitoring and coaching, and guidance on letter templates for email correspondence. Supporting internal functions with feedback where applicable to ensure colleagues are demonstrating the core values. Collating data into accessible feedback via monthly reports and PowerPoints for senior management colleagues, supporting cause for process changes and offering continual improvement avenues and strategies.Recognising systemic trends generating cause for complaint volume and dissatisfaction for our drivers and implementing changes. Show less



WLMG

• United Kingdom
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Sales Executive

  • Jul 2020 - Oct 2020

  Working within a KIA franchised dealership providing customers with purchase support options on new and used vehicles. Engaging with customers daily via appointment scheduling, following leads and customer walk-ins. Supporting in finding vehicles that match customer requirements and providing vehicle specification and details. Using an already developed natural ability to build rapport, provide a bespoke approach and deliver excellent customer satisfaction to guide customers through finance and insurance options. Maintaining up to date qualifications (SAF) within an FCA regulated industry to provide information and administration relating to payment methods, addons, service plans and additional product options. Show less



Renault-Nissan Consulting UK

• Customer Service Team Manager

  • Jan 2020 - Jul 2020

  Team Manager of an 8-person team providing Customer Services for the Nissan Navara Line at Nissan. Principally overseeing complaints handling for customer’s vehicles or the dealership network. Ensuring the team meet the high level of standards and KPIs set by NMGB. Maintain their high levels of performance around satisfactory outcomes for customers and professionalism during customer handling, as well as, continuing to drive them to reach personal individual achievements.Customer surveys returned provide data in which KPI’s are measured. Upon taking management, previous overall satisfaction for the month was 2.1/10 with an average of 3.5 for the 6 month period. Over the next 3 months, I’ve lifted the average to 5.7, with staged increase monthly, culminating most recently in obtaining 7.5/10, hitting the 7/10 KPI target measure for the first time. I have obtained these results by: • Conducting monthly analysis of all customer satisfaction surveys to identify achievements, key learning and areas of improvement. • Cascading feedback via monthly 1-2-1 and team meetings, reviewing KPI results. Agreeing new objectives, discussing performance and delivering briefings for process. • Running meetings in displaying empathy and understanding. Done through open discussion, case studies and call listening, resulting in personal and team objectives such as increase communications, Other duties included but are not limited to: • Carrying Manager Call backs on complaints which have escalated beyond the Case Manager. Carrying out in-depth investigations, analysing complex issues and providing relevant support to the Case Manager • Assessing the suitability of vehicle rejection requests, taking into account, repair history, overall experience, and consumer rights and Management of all ongoing mobility costs. • Carrying out risk assessments of cases on an adhoc basis in relation to implications for the customer and NMGB. Show less

• Nissan Director’s Office (Customer Relations)

  • Jun 2019 - Jan 2020

  Working within the Managing Directors Office for (NMGB) in the Customer Relations Function. Taking direct ownership of personal complaint correspondence received by the Managing Director of Nissan, high profile social media and escalations from the back office customer services team.Liaising in both a Business-to-Business and Business-to-Customer capacity where complaints had been raised to substantial levels above Customer Services expertise. Each interaction requires a different approach to cater to the customer-business dynamic. Cases raised had to be handled in a timely and effective manner, whilst delivering an excellent level of customer service due to their high profile nature. Poor service will have a financial implication due to damaging business relationships, directly impacting brand image. Personally taking ownership of high profile and more complex cases which could not be resolved via the customer services complaints team, cascaded, delegated and provided coaching on cases with case managers, feeding back any training needs or case management issues to the appropriate manager or department quality control manager. Supporting and overseeing the Nissan Navara product team and manager who was new to the automotive industry offering insight and support. • Investigation and resolution of complex customer complaints • Maintaining customer satisfaction and confidence in the brand • Ensuring that all ‘Customer Promises’ are upheld • Evaluating requests for financial assistance both inside and outside of the warranty period • Responding to customer correspondence via telephone, email and post • Liaising with service and sales and parts department managers within franchised dealerships to progress repairs Show less

• Nissan Fleet Support (Nissan Customer Services)

  • Sep 2016 - Jun 2019

  Customer Relations Fleet Support Manager, This role was an after-sales position and consisted of dealing with complex cases from point of contact until case closure. The majority of cases would not reach a resolution quickly and required an in-depth level of investigation involving contact with national leasing companies, small commercial business, dealership general and service managers and the vehicle end users. It would not be uncommon to have anywhere between 70-120 active cases at any one time (The department received 40,000 complaints last year). Nissan Fleet relationships are imperative to the business, as such delivering the correct outcome with an appropriate rationale behind each decision protects these relationships and the image of the brand. Unfortunately, not all cases will reach the satisfactory outcome which the contacting party originally wished for, however, a clear outcome displaying investigation and rationale will give merit and overall prove to be less detrimental to the brand image. The customer journey is of paramount importance, as a negative experience could lead to a diminished brand image. With such a large volume of cases my organisation and communication skills along with my natural ability to build rapport and displaying empathy ensured I was able to deliver an extremely high level of service. The ability to deliver these high standards were evidenced in Nissans Key Performance (KPI’s), obtaining the highest in the Fleet Support Team and the department for the entire calendar year of 2019.showing an ability to not only meet expectations but to exceed them something which was highlighted by the management team and evidenced in annual appraisal. Show less



Yorkshire Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Advisor (Mortgages)

  • Oct 2015 - Sep 2016

  Provided support for the society's members in relation to their mortgages. Activities consisted of dealing with mortgage accounts on a daily basis, performing an array of tasks. Examples include, amending and taking direct debits, calculating overpayment allowances and impact on mortgage durations, liaising with solicitors and brokers for mortgage redemption statements and also first contact complaints handling. I dealt with a multitude of mortgage related questions, for example product transfers, deeds, transfers of equity and lettings. All interactions were delivered while providing a bespoke and positive service for members, through the core framework of providing excellent customer service that’s embodied by the society. The society is a financial service, therefore attention to detail is paramount to avoid any breaches of data protection or FCA regulations for which a foundational understanding was provided. Show less