Adam Joshua
Romford,Essex
Summary
A highly skilled professional with extensive experience in branch operations, staff management, and customer relations. Demonstrates exceptional ability to communicate effectively with diverse groups, navigate and analyse complaints, and resolve issues with utmost satisfaction. Proficient in computer programmes including Word, Excel, and PowerPoint. Adept at multitasking, prioritising workloads, and meeting deadlines while maintaining excellent working relations and customer service retention. Possesses strong ethical leadership, regulatory compliance knowledge, financial product understanding, and technical proficiency. Committed to developing teams through mentoring and inspirational motivation to achieve organisational goals. Career goals include driving performance excellence and fostering a collaborative work environment.
Overview
28
28
years of professional experience
14
14
years of post-secondary education
Work history
Branch manager
Formula One Autocentre
Brentwood, Essex
2021.06 - 2026.04
- Assisted customers in understanding products and services.
- Supported relationship-building with customers by adapting to individual needs.
- Addressed enquiries in person, over the phone, and online.
- Provided information on products and services to aid decision-making.
- Displayed knowledge of standards and practices related to product details.
- Demonstrated excellent telephone manner and warm approach in interactions.
- Maintained strong organisational and administrative skills consistently.
- Resolved customer grievances diplomatically.
- Established rapport with customers to ensure outstanding support.
- Identified customer needs while aligning with business objectives.
- Oversaw team performance to deliver quality service.
- Set clear goals and strategies for achieving objectives.
Assistant Branch Manager
Halfords Autocentre
2017.01 - 2020.01
- Manage and supervise a team of 10 colleagues, dealing with customer enquiries and complaints.
- Manage and supervise the team in carrying out safety vehicle inspection,pre-mot and mot check,diagnostic and defects faults
- Create a sales/service strategy with the area manager to influence the target.
- Conduct productivity presentation of sales.service through colleagues and strategic decisions.
- Complete documentation on all work undertaken,including job sheet,service sheet,mot inspection sheet,productivity and daily time sheets and stores requisition
- Control sales/service carried out to maximise sales and profitability.
- Provide effective control through efficient operations of the workload system, selling core, value and increments products.
- Provide effective communication with customers, technicians and other colleagues for an efficient and coherent workplace.
- Provide and control workload system, record, information by showing diligence, accuracy and professionalism.
- Communicate effectively and efficiently with customers and colleagues to ensure a cost effective and high standard of care is provided.
- Provide an excellent level of numeracy and literacy and generate effective persuasion skills and mechanical knowledge to assess sales opportunities and sell core value.
- Establish ambitious goals for colleagues to promote achievement and support business targets.
- Create a maximum schedule for all colleagues to keep every shift well staffed during holidays and busy periods.
- Remained calm and professional in stressful circumstances when dealing with unhappy customers.
Lead Customer Service Advisor
Citizen Advice Bureau
2014.01 - 2017.01
- Provide advice and information to clients on a wide range of services.
- Provide and assist in campaign programmes on social policy issues and fundraising.
- Attend trustees and board meetings s a lead adviser to present complaints/issues, identifying ways to improve service.
- Assist and ensure impartiality and confidentiality is observed and maintained at all times.
- Assist and provide specialist advice and information to clients, identifying areas of concern and consider various options and possible actions.
- Provide and assist people with mediation with creditors, provide organisation, government and other service providers.
- Motivate colleagues to work together collectively and effectively by creating harmony.
- Keep up to date with relevant and appropriate legislation and policies in relations to various services.
- Develop and maintain positive relations with clients,police,community,groups and stakeholders
- Develop detailed litigation strategies for various case files and ensure constant adherence to legislations to ensure complete work compliance
- Draft legal documents,statement of facts,letters and other legal papers in relation to court hearing and stakeholders .
- Provide legal advice and informations to a broad range of clients
- Review all job completed for adherence to guidelines,service quality, impartiality and confidentiality is maintained at all times
- Maintain a high level of customer service relation and satisfaction through extensive research, problem diagnosis, clear interpretation, clear preparation of accurate documents and records at all times.
- Maintain extensive knowledge of services provided and absorb new information effectively to keep up with changes.
Lead Customer Service Legal Advisor
MBA Legal Advice Services
2008.01 - 2013.01
- Conduct Legal analysis and research legal matters in all occasion and constantly monitor any new implementation of legal clauses
- Provide legal advice and clarifications on all legal matters and other specification in a simple understanding interpretation
- Give accurate and timely advice in a variety of legal matters and topics ( Immigration,Housing,Employment,Social Services, Welfare, Benefits, Homelessness etc)
- Deliver exceptional level of service to clients by listening, understanding their concerns, queries and enquiries
- Review legal matters and materials and formulate any formalities that may arise regarding disputes or disagreement
- Ensure clients comply with legal laws and guidelines by providing up-to-date information and advice as illustrated by law
- Conduct numerous legal researches and acquire information to determine its relevance on a case and advising client on specific law pertaining to them
- Communicate and negotiate on client's behalf with external parties, regulators,legal counsel,public authority to create mutual relations trust
- Manage and support clients requirements by drafting letters, processing paperwork,writing reports and attending courts
- Provide and assist client with legal aid scheme where applicable and liaise with other stakeholder for application and process
- Provide and assist client in processing paperwork ,documents and other legal documents in relation to any legal matters
- Provide and assist client with mediation with creditors,bailiffs and other stakeholders,government organisation
Branch Manager
Kwik Fit Autocentre
1998.01 - 2007.01
- Manage, implement and supervise a team of 10 employees on all daily operations.
- Answer the telephone and deal with customer enquiries and queries daily.
- Plan, direct staffing, training and evaluate performance to control sales and service.
- Balance accounts, prepare reports, statements, service reports, job sheets, MOT inspections, banking, stock taking and orders.
- Carry out MOT inspections, test service, issue certificates and ensure productivity is maintained at all times.
- Ensure maximum revenue is obtained by attracting customers and increasing values of service produced.
- Provide and resolve any complaints by analysing information, avaluaring situations and resolving disputes impatatialyand professionally.
- Develop and encourage mutual respect, trust and co-operation with all colleagues and customers.
- Proactively identify and solve complex strategy problems impacting sales management and business.
- Enhanced customer satisfaction ratings by resolving issues diplomatically and Effectively
- Create and develop sales and service strategies with area manager to influence target and customer relation and retention
- Provide effective communication with customers ,technicians and other staff members for efficient,effective and coherent working environment
- Establish ambitious goals for colleagues to promote achievements and surplus
Education
GCSEs - O/Level
St Finbars Grammar School
Lagos, Nigeria 1974.09 - 1979.06
A-Levels - Engineering
Waltham Forest College
Walthamstow, London 1980.01 - 1982.01
Bachelor of Science - Automotive Engineering
Polytechnic of East London
Stratford, London 1982.01 - 1985.01
Bachelor of Arts - Law
University of Greenwich
Greenwich, London 2007.01 - 2010.01
Master of Arts - Psychology/Criminal Law
University of Greenwich
Greenwich, London 2011.01 - 2012.01
Skills
- Effective verbal and written communication
- Collaborative teamwork
- Computer literacy and software navigation
- Multitasking and prioritization
- Mentoring and leadership
- Professionalism and approachability
- Organizational skills
- Complaint resolution and analysis
- Time management and delegation
- Empathetic decision-making
- Crisis management and negotiation
- Customer relationship management
- Change implementation strategies
- Budgeting and financial analysis
- Staff recruitment and management
- Performance evaluation and improvement
- Project management proficiency
- Health and safety compliance awareness
- Cultural sensitivity in service delivery
Accomplishments
- Organised and Conducted monthly meetings to help, develop and initiate project to assist people with physical,mental and learning difficulties within the community
- Lead a team of volunteers in planning, preparing and helping deprived people in the community to cope with everyday activities
- As a Manager of a project development, successfully completed performance appraisal ahead of schedule
- Manage and supervise a team of 10 staff members by increasing morale and productivity through monthly initiatives
- Increase customer service relation and sales margin two years consequently by 95% and receiving high recommendations and vouchers for everyone in the branch
- Provide effective customer service relation and promote sales and service culture within the staff by coaching,inspiring and motivation
- Active leader, speaker and volunteer within my church in working with Various local services in helping the public,families,children and people affected by drugs, crime,alcohol and other social issues, mentoring,advising,inspiring and helping to develop and shape their perception of life positively.
- Increased and develop employee orientation and resolve 90% of customers complaints effectively and amicably with customer satisfaction
- Responded and covered 90% of customers calls and email to promote and maintain effective relationships.
Qualification
- 8 GCE O/L at grades A
- - C
- 4 GCE A/L at grades A-B
- BSC Automotive Engineering 2:2
- LLB (Honours) Law 2:2
- MA Masters Psychology/Criminal Law
Affiliations
- Reading, Sports, Gardening, Do it Yourself, Cooking, to mention but a few
Timeline
Branch manager
Formula One Autocentre
2021.06 - 2026.04
Assistant Branch Manager
Halfords Autocentre
2017.01 - 2020.01
Lead Customer Service Advisor
Citizen Advice Bureau
2014.01 - 2017.01
Master of Arts - Psychology/Criminal Law
University of Greenwich
2011.01 - 2012.01
Lead Customer Service Legal Advisor
MBA Legal Advice Services
2008.01 - 2013.01
Bachelor of Arts - Law
University of Greenwich
2007.01 - 2010.01
Branch Manager
Kwik Fit Autocentre
1998.01 - 2007.01
Bachelor of Science - Automotive Engineering
Polytechnic of East London
1982.01 - 1985.01
A-Levels - Engineering
Waltham Forest College
1980.01 - 1982.01
GCSEs - O/Level
St Finbars Grammar School
1974.09 - 1979.06