Alison Johnson Email & Phone Number

North Vancouver, British Columbia, Canada

North Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Vancouver, Canada Area

Vancouver, Canada Area

Vancouver, Canada Area

Carried out Silent shopper visits of tourist locations; provided detailed reports on the outcome and recommendations for improvement. Updated customer websites with news and events. Facebook/Twitter company postings and Pinterest boards. Prepare monthly eNewsletters for distribution.

Vancouver, Canada Area

Gosport

Provided full support and leadership to a team of 15 Customer Service /Supervisors/Advisors for a manufacturer and international distributors of consumer packaged goods. Acted as second line escalation for customer issues, ensuring all issues were resolved in a timely and effective manner. Developed and maintained effective relationships with over 80 customers across the UK. Worked closely with internal (warehouse, invoicing, payroll) and external customers on a regular basis and consistently achieved customer service metrics (SLA). Initiated and developed cross-functional teams which fostered an environment of collaboration. This resulted in greater efficiency and the ability to respond to an increase in customer requests.

Milton Keynes, United Kingdom

Managed the re-franchising audits of over 250 UK auto dealerships. Trained and managed Auditors to carry out legislation standards audits for Mercedes-Benz Passenger Car, Commercial Vehicle, Smart, Chrysler, Dodge, Jeep, Unimog and Canter Manufacturer.Achieved 100% audit compliance over the initial 2-year implementation of the newly revised audit process. Coordinated the submission of evidence and provided Mercedes-Benz with full compliance of the dealer network by the deadline. In subsequent years, continued to audit the dealer network at a rate of 33% a year. Conducted new, on-site application audits for dealerships requesting to be franchised. Designed, implemented and managed the “Corporate Identity website for use by dealer network and internal departments. This resulted in a simplified, single point of contact information source which resulted in faster access to information and contributed significantly to the success of dealership compliance.In conjunction with Marketing Department, developed and facilitated a silent shopper program which resulted in increased awareness of the customer experience.

Redditch

Visited dealerships and call centres across the UK, installing automotive software for service bookings within the customers’ Dealer Management System and maintained marketing data. Trained staff and management on software modules from bookings, workshop management and management reporting. Established workshop schedules for service advisors which ensured accurately timed appointments for service, diagnostic, warranty and repair appointments.

Northampton, United Kingdom

Worked with all departments of the business where extra support was required and initiated new projects from start to completion. Set up 2 new, innovative Customer Support Centres designed to adhere to Mercedes-Benz Customer Relations Management strategy. Trained over 100 Sales Executives and Managers in 16 dealerships on e-GoodManners, a sales prospecting software.