Experience

Mazda Motors UK Limited

• United Kingdom
• Retail
• 1 - 100 Employee

• Remarketing Specialist

  • Dec 2018 - Present

  Dartford, England, United Kingdom Control of Used Car inventory from defleet to ultimate sale Assist in development and management of Approved Used Car Programme Provides comprehensive, regular analysis and reporting Responsible for creation and maintenance of the Mazda Approved Used Car League Table Deliver in/outbound telephone sales to the dealer network, supporting remarketing strategy Organise and co-ordinate monthly Online Auctions from start to end Negotiate effectively with dealer network to ensure… Show more Control of Used Car inventory from defleet to ultimate sale Assist in development and management of Approved Used Car Programme Provides comprehensive, regular analysis and reporting Responsible for creation and maintenance of the Mazda Approved Used Car League Table Deliver in/outbound telephone sales to the dealer network, supporting remarketing strategy Organise and co-ordinate monthly Online Auctions from start to end Negotiate effectively with dealer network to ensure maximum sales at maximum residual values Ensures return standards are maintained/improved Coordinate and perform financial analysis – providing pricing recommendations and insights to Remarketing Manager, input into monthly pricing strategy and meet with senior finance management to agree price movements Responsible for raising purchase orders, maintaining budget tracker and administration of proforma invoices Assist with the Point-of-Sale hardware provisions and order process Liaise with Warranty Supplier – providing administration support to the field team, attend and provide statistics and analysis for monthly meetings and ad-hoc reporting Maintain relationships with suppliers / agencies including - Remarketing supplier, Refurbishment agency, Auction partners, Used vehicle locator supplier, and Trade guides Assist with all aspects of a dealer’s claim, including setting up a dealer on the portal, supporting in the upload of a claim and liaising with independent inspection company to ensure claim is acted upon within agreed KPI’s Provide support to independent inspection in producing monthly dealer claims report to spot trends and provide backbone for monthly review with Remarketing supplier

• Customer Relations / Experience Analyst

  • Oct 2015 - Dec 2018

  Dartford, England, United Kingdom Managed the running of the Customer Experience Programme in the absence of Customer Experience Manager Managed the Customer Satisfaction Improvement and Mystery Shopping Programmes Managed administration of Hot Alert and Appeals Programme Implemented new procedures and processes Collated and analysed data, providing ongoing insights of dealer performance Created and developed reports / reporting suite to deliver detailed analytical information Reported key tracking information… Show more Managed the running of the Customer Experience Programme in the absence of Customer Experience Manager Managed the Customer Satisfaction Improvement and Mystery Shopping Programmes Managed administration of Hot Alert and Appeals Programme Implemented new procedures and processes Collated and analysed data, providing ongoing insights of dealer performance Created and developed reports / reporting suite to deliver detailed analytical information Reported key tracking information and individual quantity and quality KPI’s for each Customer Relations Executive on a daily, weekly and monthly basis Provided ongoing data analysis of performance to two team supervisors, for use within 1-1’s. Assisted with call and written auditing Provided Customer Relations Manager with regular detailed analytical information on case data integrity, case and call handling times, and call volumes Ad-hoc reporting for senior management



Serco

• France
• Oil and Gas
• 1 - 100 Employee

• Performance Analyst

  • May 2014 - Sep 2015

  Tonbridge, England, United Kingdom Created and developed reports to deliver regular detailed analytical information, measuring performance across the Southeastern campaign, in the different work streams Analysed findings and presented feedback to advisors – coaching them on any areas of development Presented findings in regular reporting and meetings with the management team Coached new starters and existing colleagues on effective ways to handle different types of calls using mechanics and soft skills as guidance.

• Customer Relations Officer

  • Nov 2009 - May 2014

  Tonbridge, England, United Kingdom Investigated passenger complaints and responded with resolution Received inbound passenger telephone calls and arranged assistance for disabled passengers Responsible for training and mentoring new colleagues for both correspondence a telephony roles Assisted with auditing



The Listening Company

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Customer Relations Officer

  • Nov 2008 - Nov 2009

  Tonbridge, England, United Kingdom Delivered both in/outbound phone calls across all aspects of Sky: TV, Broadband and Telephony (customer service, technical and sales calls) Responsible for achieving first time resolution for each contact Responded to all written correspondence received