Experience

Veezu

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Group Fleet Administrator (inc.acting Garage Manager since Jan 2021)

  • Oct 2016 - Present

  Providing both administrative and customer support within Veezu Services Fleet. I manage a fleet of 200+ hire vehicles around the UK, including scheduling MOT's, Taxi Fitness Tests, Servicing, Repairs (both mechanical and accident) and liaise with Driver Partners/Hirers to coordinate such events. • I arrange the scheduling of monthly vehicle inspections for our in-house garage diary to ensure that the vehicles are roadworthy at all times. This involves ordering of parts, processing each in-house garage monthly vehicle check sheet on the Dragon2000 platform i.e; supplier invoices for parts and internal labour charges. I authorise servicing, maintenance & repair work for the fleet on the online platform 1link/YourCar/ServicePoint and request discounts/cost savings as and where possible. • I manage breakdown and recovery events together with accident repair and organising vehicle movement and/or logistics as and when required. and arranging a temporary hire so that the Driver Partner/Hirer can continue to accept bookings in a roadworthy vehicle. • I coordinate accident repairs on both Fault & Non-Fault incidents and set-up payment plans with Driver Partners/Hirers on Fault Claims to recover the cost or Excess payable. • I monitor vehicle telematics on various platforms, raise incidents to Road Managers which may be either an issue with erratic driving style or may be detrimental to the condition and the longevity of the vehicles life. • I raise and process rental agreements using the ProHire car rental system. Carrying out a vehicle inspection both before and after the hire of the vehicle with the Driver Partner/Hirer on a 1-2-1 basis. I set up a payment plan with the Driver Partner/Hirer for the cost of the repair should the vehicle be damaged on return. • I process all Penalty Charge Notices, Parking Charge Notices and Traffic Offences received into the company and carry out driving licence checks of both potential and existing Driver Partners/Hirers. Show less



David Wilson Homes

• Construction
• 700 & Above Employee

• Customer Care Coordinator

  • Dec 2015 - Oct 2016

  As a Customer Care Coordinator, I was responsible for the day-to-day management of the administration relating to all customer issues and/or complaints on my own allocated development sites/accounts together with other colleagues' sites/accounts as and when required. This role involved ownership of all new and ongoing customer issues/complaints with their home through to conclusion/completion. • I monitored both my personal and Customer Service Team email inboxes, ensuring that the customer received a response within 48 hours and created/updated the records on the CRM. When I took incoming and made outgoing calls, I made a record of these events on CRM to assist with any additional issues or progression made. I managed and diarised my workload on CRM Home Builder on a daily basis. CRM Systems used: Home Builder • I ensured to follow the complaints procedure and escalated complaints accordingly. • On larger complaints, I would present an action plan to the Board of Directors, including quotations & cost savings from every trade/stage involved together with a schedule of works required. • I coordinated remedial repairs with our in-house operatives diaries and external trades with the customers as and when necessary. • I managed customer’s expectations realistically even when this was a no. • I liaised with Site Managers & Contracts Managers on a weekly basis to discuss issues, progress and assisted in a way forward for the forthcoming days/weeks. Show less



Motability Operations Ltd

• United Kingdom
• Financial Services
• 700 & Above Employee

• Fleet Technical Support Advisor

  • May 2009 - Sep 2015

  I met and exceeded customers’ expectations by dealing with their queries and concerns. I provided a service that ensured continuous mobility at all times during unplanned events. I ensured that customers were kept mobile through the supply and management of hire vehicles whilst their Motability vehicles were off the road. • As a Fleet Technical Support Advisor I provided good, clear and confident communication with external scheme partners via email and telephone. These being Europcar hire car rental, Kwik Fit, RAC and Royal & Sun Alliance (RSA). • I successfully managed a difficult situation with a distressed customer whose new vehicle broke down. This involved liaising with middle third party management (Dealer Principal) and the hire car provider and I negotiated for a replacement hire vehicle to be delivered directly to the customer within 3 hours. This resulted in a very satisfied and pleased customer who could continue with her medical commitments. • I provided administrative support to the Fleet Technical team and processed approved mechanical terminations on scheme vehicles. I also processed payment plans, payment requisitions and actioned both Manual Job Orders and Dealer SAP invoices. I carried out administration of customer reimbursements using Microsoft Word and Excel, this was managed through contact with both Kwik Fit and Motability directly – this would be for maintenance that customers had paid for that were already covered under the scheme. • I was the Health & Safety Representative for the Bristol Campus (4 buildings in total), and I carried out monthly 'Risk Assessments' and presented findings to both Department Managers and Facilities. This called for sound judgement, logic and an eye for accuracy. I presented my findings using Microsoft PowerPoint and these were discussed in meetings to the Head of Functions and Company Directors which resulted in a safer working environment for all employees. Show less

• Vehicle Re-Marketing Logistics Coordinator (secondment)

  • Apr 2012 - Apr 2013

  I assisted the Logistics Team in ensuring that all vehicle movements were successfully completed within service level agreements through to point of sale. I ensured that all team reporting and administrative work was actioned within the agreed timescale and I worked efficiently with outside business partners. • I monitored both Customer Service and British Car Auctions (BCA) emails via the VRM Operations Inbox and liaised with BCA Transport directly via telephone as well as directly communicating with the BCA In-house support staff. I liaised via telephone with customers, dealers and vehicle repairers on a daily basis to progress the movement of vehicles. • I trained and managed the BCA grading/feedback process and I attended meetings with the BCA Account Managers to discuss any issues and improvements that could be implemented on the account moving forward. • I processed various BOB/Excel reports including - Stock, Lease Extension and the Sales and Home Collection Abort Logs.• I designed and implemented a vehicle 'Home Collection' system by firstly analysing essential information and recognising a need for streamlining the process. This involved presenting proposed solutions to Management and following approval, communicated changes to the IT Department. This resulted in a significantly improved system and reduced aborted home collections. Show less

• Fleet Support Advisor

  • Jun 2006 - May 2009

  I processed the daily return of vehicles in a timely manner, including early returns and end of contract chase/late handback’s. I proactively managed all Dealer contact and ensured that the service levels were achieved. I ensured to meet and exceed customers’ expectations by dealing with queries, concerns and complaints in a friendly, flexible and facilitative manner. • I liaised with both Customers and Dealers, together with scheme partners including Department of Work & Pensions, RSA and Motability. As a member of the outgoing call team, I ensured all scheduled events (MOT, servicing and accident repairs) were completed to ensure timely return of the vehicle at the end of contract.• I assisted in the running of reports for the team on a daily basis which provided the team with the workload/tasks for the day. I managed regular administration tasks which involved liaising with other departments within Motability Operations, i.e. Physical Sales, Cancellations, Dealer Contact Centre and Customer Services.• I liaised with the Asset Recovery Team on a weekly basis to assist, develop and improve the process of Stock Planning in locating ‘lost’ vehicles. This project involved running reports, attending regular meetings and group discussions. Show less