In this role I handled incoming calls and internet enquires from potential customers regarding our stock. My task was to arrange a VIP appointment for customers whilst driving footfall to site. I discussed cars suitable for customers and cross sold where appropriate. I drove customer footfall to site by aligning customers needs with our current stock. I also handled finance enquires, quoting and accommodating finance acceptances for customers prior to their arrival. A large part of my role was to take reservations for vehicles and ensuring preparation was completed prior to their arrival. I contacted our customer base regarding their purchases and to arrange potential upgrading where possible. Whilst carrying out this role I was also offering exceptional customer service to customers going through the purchasing process and any other customer service needs.

In this role I made / managed customer bookings relating to the service and upkeep of their vehicles whilst maintaining the highest levels of customer service. I maximised service hours booked and ensured customers were aware of all work needed to be carried out and the cost of the labour. I contacted our customer base regarding their vehicles service schedule and booked in accordingly whilst driving sales of additional products. I liaised with each site regarding their customers and answered customer queries within a timely manner.

I was part of a two-man team entrusted to develop a distance selling project. Our goal was to streamline and ensure absolute compliance in selling insurance products from one base to support multiple different dealerships and brands. I am SAF accredited and have a firm knowledge of financial legal compliance. I aided in the development of our processes by liaising directly with each dealership to achieve the best possible customer journey whilst ensuring complete compliance and understanding of all products was achieved.I undertook a second project to support dealerships within my market area to increase retention and renewals through cold call prospecting. My task was to contact customers throughout their finance agreement and ensure that they were fully aware of their options regarding their potential future vehicle. My goal was to arrange a VIP appointment experience for any customer that wanted to enquire further into their options. This required me to liaise directly with each site to ensure that each customer would receive a complete VIP experience.

Along with all the tasks I carried out in my previous position, I work directly with our client on a regular basis to achieve higher results, maintain an edge in a competitive market and provide excellent customer service for our client base. I achieved this by monitoring and reporting on our sales made and retentions lost to better inform our sales advisors on techniques to stay ahead of the market. I took part in interviewing and hiring people externally for the campaign and likewise internally for my department. I initially stepped in and took over a team of 12 Sales Advisors that hadn’t management for 6 months prior and within the space of two months turned this team around to hit all our clients KPI’s, I worked alongside 2 other team leaders and an Operations manager to turn our entire department around which involved creating substantial buy-in, raising moral and providing effective, consistent coaching to my team. This position allowed me to implement new processes for our campaign through team meetings, department coaching and individual 1-2-1s. I also had the opportunity to develop eager, hardworking members of my team to progress within our company to reach a similar position as myself or to pursue other avenues.

As a Team Leader for a large retail company I managed a team of 10-15 Customer Service Advisors that ranged from new advisors to established advisors with old habits. I worked endlessly to bring my team to meet the set campaign standard, meeting our clients KPI’s and improving on these targets on a regular basis as my team developed. I used excellent time management and strongly developed, reinforced coaching skills to do so by holding regular 1-2-1 sessions, team meetings and group coaching sessions. I worked with a team of 20 team leaders to identify campaign issues and provide real time solutions to ensure BAU, such as liaising with other campaigns of the same retailer to ensure SLA targets were met across the board to service our clients bigger picture. I also managed contracted staff and agency hired staff to maintain a time sheet so ensure sufficient staffing levels per interval throughout the day. Along with managing my team, I provided support to the open floor offering ad-hoc coaching and handling escalation calls as necessary.

As a Senior Adviser and understudy to my Team Leader I Carried out numerous tasks such as the training and development of my team and other agents on the campaign. I conducted coaching on a one to one bases with the agents and carried out Call Quality for them to aid in their development as an agent. I aided in bringing my team to meet campaign goals and continually meet the new challenges they have to face. Along with being an active agent on the campaign I also worked as floor assist, in which I helped other agents bring excellent customer service and assist in escalation calls or manager take-over calls. In my Team Leaders absence I would monitor our team and carry out all necessary admin roles in order to ensure that the campaign carried on and targets continued to be met.

My role in this position included maintaining accounts, contacting debtors and balancing books. I helped maintain employee time sheets and payroll, along with expenses for the business. I also arranged accommodation for employees away from home and lent to the successful completion of all tasks required on a daily bases.

I created and conducted one to one classes for small business owners, employees looking to up skill in their field and people looking to improve their skill set for the job market. I have Conducted classes for beginners and intermediate levels, tailoring the content to suit what was required. I also marked exams and carried out general admin jobs whilst completing this role.

My role in this position included license inspection and monitoring adherence to viewing laws