Alan Mullen Email & Phone Number

Glasgow, United Kingdom

► Responsible for introducing and bringing in the new business of A.I.B and government-approved debt solutions, i.e. Trust Deed and DAS cases to the business.► Setting daily/ weekly team and self-targets and ensuring the same get achieved as per the management and company’s expectations. ► Attending all weekly meetings as well as Monday central brief to share and receive all business updates.► Handling the booking verification of the client appointments and offering high standards of customer service to clients at all times.► Managing the casework, attending meetings with the clients, analysing client documentation and performing relevant checks to ascertain the qualification of client needs.► Preparing and documenting evidence of proposals, completing the 3-way calls to support casework and ensuring the quality and accuracy gets maintained throughout the case process. ► Responsible for calculations of step payments and wage conversions, completing the mortgage AIP applications for homeowners and handling negotiations on the payment plans for mortgage arrears with client’s provider► Liaising and coordinating with the finance companies, debt management companies, sheriff officers and other local authorities on behalf of clients.► Working on FLG per company and department guidelines.► Training, assisting and coaching the new staff members on the process to improve their technical capabilities and bring them up on speed to execute the work.

Glasgow, United Kingdom

► Responsible for managing and running the daily operations of all the call centre teams, including Director’s office, main call centre and technical centre. Managed 16 members of staff from 3 call centre teams, Technical, Main call centre Customer Services and the Executive office. ► Conducted weekly meetings with the coaches and team leaders to get feedback on issues and discuss appropriate solutions. Dealt with the coaches and team leads on any escalated complaint cases on time.► Ensured GDPR regulations get adhered to within department.► Handled calls, booked training, supervised the floor and listened to calls to identify and mitigate any potential issues.► Conducted branch visits, performed spot checks on branches, attended meetings with the branch, service and area managers and supported the franchise and area managers with complex issues.► Prepared and shared presentations on the branch progress, handled any team-related HR requirements and presented negligence cases highlight by investigation to the HR.► Focused on improving the complaint diaries for volumes over 3 teams and above.► Conduct one to one meeting with all staff members every month and discuss the performance with suggestions/ recommendations to improve the same.► Signed off on branch financial support from the Head Office accounts, applied/ removed branch fines and charges within the guidelines of the company, continually reviewed branch costs and compiled the relevant reports for financial support.► Supported the under-performing branches to lay down the improvement plans, visited the branches to carry out the plans and shared performance-based presentation to drive the initiatives.► Assisted the fleet, legal, Body-shop, hire drive and recovery departments and liaised with the finance team manager on cases related to branches assigned.► Collaborated with the social media team to ensure issues get handled quickly and effectively using company resources.

Glasgow, United Kingdom

► Responsible for reviewing technical cases, auditing paperwork, preparing job cards invoices and reviewing images and videos from branch and customers. ► Compiled the technical reports, maintained a log of inbound complaints about the technical department and managed the technical diary as per the pre-defined timelines.► Liaised and worked closely with the branch managers, service manager and area service manager to resolve technical /mechanical complaints. ► Provided daily and weekly reports to the management to share the progress and highlight any cases/issues that require immediate attention at their level.► Extended support to the fleet, recovery, legal, director office, social media, Body-shop, service centres and hire drive across the group. ► Responsible for the daily allocation of technical advisers on work/cases, managing the escalations from other teams within customer service and handling the decision making process on complex cases within the team. ► Conducted detailed review and analysis on the additional/enhanced financial support applications received from branches and technical advisers to provide a final sign off. ► Investigating the cases to find any deviations and share the corrective actions with the departments. Escalated the cases to senior management if required to get appropriate solutions. ► Ensured that the company guidelines and timelines to handle the cases get adhered to at all times. ► Continually monitored the process implementation to ensure timely updates get shared and provided high levels of customer service to both customers and branches from within the technical team.

Glasgow, United Kingdom

► Responsible for the pricing for the exchange of vehicles and attacking deals for the sales staff.► Worked on achieving the monthly sales target for new and used cars as well as the Motability target► Assisted the staff on sourcing more business and close the deals with the customers.► Extended support to the sales staff with the new and used model specification and negotiated with the sales manager / general manager for deals on behalf of the sales staff. ► Liaised and worked closely with the Body-shop / valet manager/service manager for progress reports on vehicles sold / stock and trade vehicles.► Monitored the pricing display of showroom and used car lot and set up the same with replacement stock. ► Attended sales meetings, filled in daily sales logs, participated in a new model and Motability training and completed online exams for new model training. ► Completed the stock log to ensure adherence with the delivery time scales for sold vehicles. ► Checked for finance documents for sales executives before referral to CFU 9 central funding unit and rectified any document errors as per the company guidelines.► Liaised with the FIAT finance representative and stacked PCP deals through FIAT system.

Glasgow, United Kingdom

Glasgow, United Kingdom