As a Performance and Resourcing Analyst in the automotive industry, I now report to the Director and I'm responsible for overseeing the performance of the national call centre comprising 60+ agents. My role encompasses a diverse range of tasks, including daily, weekly, and monthly reporting and analysis to monitor the performance of the call centre. I leverage data-driven insights to identify trends, areas for improvement, and opportunities to enhance operational efficiency and customer satisfaction. Additionally, I play a pivotal role in planning the resourcing for the call centre team, ensuring optimal staffing levels to meet service level agreements and handle fluctuations in call volumes effectively. With expertise in Excel, I am capable of creating various reports using raw data from multiple sources, allowing for comprehensive and accurate analysis. By combining analytical expertise with strategic planning, I contribute to the success of the call centre by facilitating informed decision-making and continuous improvement initiatives.

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As a Call Centre Representative at ATS Euromaster, my primary responsibility was to efficiently book jobs for mobile technicians to reach customers experiencing breakdowns, ensuring swift resolution to get them back on the road as fast as possible. In addition to handling inquiries and providing product or service information to both business and retail customers over the phone, I was entrusted with incident managing emergency jobs. This involved swiftly coordinating responses and resources to resolve urgent automotive issues, demonstrating strong communication, problem-solving skills, and a keen sense of urgency. My role demanded a high level of efficiency, empathy, and adaptability to ensure customer satisfaction and uphold the reputation of ATS Euromaster.

Specialising in Client Acquisition and managing relationships with existing clients to ensure the highest levels of Customer satisfaction. Developing sales strategies to achieve sales targets and expand my client base. Using extensive product knowledge to succeed at negotiation and persuasion to achieve the best results for both the business and client. This job was mainly based at HQ but included lots of travelling to appointments with clients at their premises to provide both after-sales support as well as to negotiate contract renewals and new business.

Creating a proven track record in used automotive sales, helping customers find the right vehicle for their needs and assisting with financial options. Greeting and assisting customers, presenting and demonstrating used vehicle features to potential customers.

I managed non-franchise business accounts, creating, designing, and implementing advertising for the weekly magazine. The extensive and ongoing training I received honed my sales skills, including persuasion and negotiation, enabling me to attract new customers and upsell existing ones effectively. My efforts led to significant growth, necessitating the addition of a new team member to help manage my accounts and ensure top-notch customer service.When I decided to explore new opportunities, the Managing Director personally urged me to stay, recognizing my contributions. However, I was eager to challenge myself in a more direct sales environment. Despite moving on, I fondly remember my time there, particularly the competitive and successful cold-selling days and the creative collaboration with the art department on advertisements.