Property Maintenance Manager

• May 2019 - Present

Team Leader

• Aug 2009 - May 2019

Part of operations management. I assist the operational manager with the daily tasks of running the site. This involves reporting and liaising with clients, different teams and departments on site and abroad. Furthermore I am the Concentrix point of contact on the GM site regarding the performance of 50 Technical agents.I am also the Team leader for the Benelux customer service team of GM. Customer service covers, for instance, product advice, issues, order and post sale support via telephone, email and social media. I have built this team up from 4 to 16 agents when operations moved from Newcastle upon Tyne to Luton.Main Responsibilities:• Manage and monitor workload, attendance and performance• Communicate and translate business goals clearly and meaningfully to team• Monitor and report CSAT and KPI scores against agreed targets• Conduct and analyse quality assessments• Use quality output to develop my team’s performance including myself• Feedback performance data to Quality and Process teams to optimise efficiency and the customer experience• Coach and train agents, and assist HR with recruitment• Conduct team meetings, regular 1:1s, annual appraisals, disciplinary, and create performance improvement plans• Client relationship managementPrior to this, I held a few positions under the Technical Service and Warranty teams

Customer Service Advisor

• Jul 2007 - Aug 2009

Working as a customer service advisor for the General Motors account for the Benelux. Servicing customers over the telephone, by email and letter. Logging all correspondence using the supports systems (Siebel, lotus-notes, outlook). Also worked for the UK market in the fleet and warranty team. Working as a customer service advisor for the General Motors account for the Benelux. Servicing customers over the telephone, by email and letter. Logging all correspondence using the supports systems (Siebel, lotus-notes, outlook). Also worked for the UK market in the fleet and warranty team.

Car Mechanic

• Apr 2006 - Jul 2007

Car Mechanic for Renault. Car Mechanic for Renault.

Service Advisor

• Sep 2001 - Dec 2005

Service Advisor and workshop planner. Service Advisor and workshop planner.

Car Mechanic

• Jul 2000 - Aug 2001

Car Mechanic for Seat, Hyundai & Nissan. Car Mechanic for Seat, Hyundai & Nissan.

Car Mechanic

• Feb 2000 - Jul 2000

Car Mechanic for Hyundai. Car Mechanic for Hyundai.

Courier

• Nov 1999 - Feb 2000

Courier delivering packages. Courier delivering packages.

Car Salesman

• Jun 1998 - Oct 1999

Car Salesman. Car Salesman.

Car Mechanic

• Aug 1996 - Aug 1997

Car Mechanic for Hyundai. Car Mechanic for Hyundai.