Mark Latter Email and Phone Number

• Assist in development and implementation of Aftersales marketing programmes• Provide new service product development and manage the project lifecycles • Collaborate with global partners to run a nationwide programme of customer focused Aftersales events • Create and run customer data extracts via the Siebel system for Aftersales programme mailings• Build and manage strong relationships with internal and external departments, the dealer network and local/global suppliers• Ensure all Aftersales material produced under my responsibility complies with and reflects the brand requirements and values of Hyundai

• First point of contact within the Warranty team for Customer Service queries and processing of PO’s through the SAP system• Ensured delivery of the highest level of service and communication to the HMUK dealer network and internal business colleagues by way of intranet publications, group business e-mails or individual phone calls where appropriate• Created and monitored departmental standard operating procedures regularly through claim analysis to ensure 100% compliance• Reviewed and processed warranty claims with a view to reducing unnecessary business costs• Managed the annual Warranty Labour Rate Review for the dealer network

• Resolved customer and dealer accessory queries in accordance with company values• Regularly worked closely with the Aftersales Field team to monitor accessory performance and address any questions received from the dealer network• Managed budget spend and maintained sales and profit performance versus target• Actively sought product feedback and ideas from various individuals in the Aftersales team, other internal departments and the dealer network to develop and finalise a new vehicle accessory range for the Hyundai ix35• Launched and maintained the accessory pricing portal, iAccessorise, and ensured full training was made available to the dealer network• Continued ongoing review of the accessory range for all models to ensure consistent product availability• Ensured all accessory information and images published on the Hyundai UK website were current and correct

• First point of contact within the Warranty team for Customer Service queries and processing of PO’s through the SAP system• Ensured delivery of the highest level of service and communication to the HMUK dealer network and internal business colleagues by way of intranet publications, group business e-mails or individual phone calls where appropriate• Created and monitored departmental standard operating procedures regularly through claim analysis to ensure 100% compliance• Reviewed and processed warranty claims with a view to reducing unnecessary business costs• Managed the annual Warranty Labour Rate Review for the dealer network

• Responsible for end to end complaint and query management from customers using all resources available to ensure a swift, fair and equitable resolution was achieved• Ensured all cases dealt with were logged correctly on the Customer Management System• Worked closely with internal and external departments to resolve customer concerns, share knowledge and experience to improve the overall customer experience and build brand respect• Managed my own goodwill spend within tight budgetary constraints.

• Led a team of 6 people to ensure a consistent high level of customer service and regularly exceed set KPI’s for query volume handling and response rate• Dealt with escalated customer enquiries/complaints and provided effective feedback to reduce escalations in the future.• Assisted in recruitment, selection and induction of all new starters in the team.

In addition to the standard daily procedures, I introduced and managed a very successful dance music section within the store. This required effective sales techniques and product knowledge along with excellent customer service skills to build and maintain valued supplier/customer relationships.