Systems Trainer

• Jan 2022 - Present

Training Consultant for Aftersales

• Mar 2021 - Jan 2022

Training Consultant for Aftersales Autoline

• Mar 2017 - Mar 2021

Senior Customer Service Advisor

• Sep 2016 - Mar 2017

Senior Customer Service Advisor

• Apr 2015 - Sep 2016

Sales and CRM Support Analyst

• Sep 2013 - Apr 2015

Appointment's Controller

• Feb 2008 - Aug 2013

I started this role as an Appointment's Controller, taking incoming Service and Repair bookings for retail and corporate customer's over the telephone and online, and progressed to making Outbound Customer Care calls for future Additional Work, MOT Reminder's, and Lapsed Service Customers. This developed further into Customer Contact Management, making outbound calls to obtain valuable feedback from customers, completing Pre booking calls to confirm appointment's and identify any additional requirements, preparing job cards, detailing repair estimates etc.

Control Room Operator

• Sep 2007 - Mar 2008

Working in a busy Recovery Control Room, my main duties included taking breakdown calls, planning and organising recovery drivers work loads, problem solving, and sending correct vehicles to different breakdown situations. I also liaised with Insurance Companies and Salvage Agents quoting recovery charges, and vehicle collection procedures. I also worked closely with the Police, following strict procedures and verifying on Police Systems. Working in a busy Recovery Control Room, my main duties included taking breakdown calls, planning and organising recovery drivers work loads, problem solving, and sending correct vehicles to different breakdown situations. I also liaised with Insurance Companies and Salvage Agents quoting recovery charges, and vehicle collection procedures. I also worked closely with the Police, following strict procedures and verifying on Police Systems.

Senior Service Advisor

• May 2003 - Sep 2007

Working in a volume car dealership, my duties included making customer bookings online and via the telephone, using the latest workshop loading and quotation systems, listening to customer queries and resolving complaints, preparing invoices, repair estimates and promoting services and products in order to maximise customer retention and repeat business. I also worked with Technicians discussing technical information and relaying to the customer in an easy and professional manner.Notable achievements include achieving Senior Service Advisor Status, scoring 94% in a mystery shop, and I was also entered into a National Customer Service Challenge.

Customer Service Advisor

• May 2001 - May 2003

The AA is a well established breakdown service and I worked as part of a busy Call Centre. My duties included problem solving for AA members and patrols at the roadside, informing customers of any delays, offering advice and assurance, organising alternative arrangements to make their breakdown experience less stressful. I was trained to use Radio in order to liase quickly with Patrols, managing recovery vehicles, ensuring correct resources to attend each breakdown situation, and worked with various external contractors in order to meet company targets. Call stats were regularly monitored as were repair times and ETA's in order to improve the company's profitability.