Stephen Shaw Email & Phone Number

Oldbury, West Midlands, United Kingdom

Oldbury, West Midlands

* Quality monitoring.* Identification of potential malpractice from field sales.* Investigation of complaints from AA patrols.* Identification of business software issues.* Implementing improvements to resolve identified business issues to improve the customer experience.

Oldbury, West Midlands

* Team Management responsibility.* Quality monitoring duties for telephony complaints.* Identification of potential malpractice from field sales.* Responsible for investigating complaints and providing recommendations on appropriate compensation.* Responsibility in contacting dissatisfied customers with the aim of resolving their concerns and improving the AA’s reputation.* Pro-actively seeking optimum ways to resolve customer dissatisfaction.*… Show more * Team Management responsibility.* Quality monitoring duties for telephony complaints.* Identification of potential malpractice from field sales.* Responsible for investigating complaints and providing recommendations on appropriate compensation.* Responsibility in contacting dissatisfied customers with the aim of resolving their concerns and improving the AA’s reputation.* Pro-actively seeking optimum ways to resolve customer dissatisfaction.* Identify potential root causes of dissatisfaction and highlight service improvements to address these.* Given responsibility in training and mentoring new team members.* Previous management of the AA’s mystery shopping programme. Personal Profile* Previous involvement in the promoting and selling of windscreen replacements and repairs to existing AA customers.* Working knowledge of customer legislation and compliance regulation.*Represented the AA at the Great Yorkshire, Devon County, Cornwall and Royal Bath & West Shows. Show less

Oldbury, West Midlands

* Responsible for coordinating the orders of mechanical parts.* Liaised with business suppliers to ensure orders were received on time and to the correct location.* Responsible for auditing all mechanical orders to meet business targets

Oldbury, West Midlands

* Responsible for taking emergency breakdown calls from various customer groups including Lloyds TSB.* Involved in the Police vehicle recovery scheme – the deployment of garages to police incidents.* Worked unsociable hours including weekends and bank holidays to meet customer needs.