Summary
Overview
Work History
Education
Skills
Timeline
Generic

Adam Stevens

Merton,Devon

Summary

Experienced professional with a strong background in customer service excellence, technical troubleshooting, and operational support. Demonstrates expertise in control system troubleshooting, complaint resolution, and workshop capacity planning, complemented by proficiency in Kerridge ERP software and point of sale systems. Skilled in persuasive communication, customer retention strategies, and health and safety compliance, with a proactive approach to client engagement and service plan upselling. Adept at managing repairs scheduling, training and development initiatives, and logistical planning to optimise efficiency. Committed to delivering exceptional aftersales service while fostering long-term customer relationships through creative problem solving and effective communication.

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work History

Service Advisor

Vertu BMW Barnstaple
Barnstaple, Devon
11.2023 - Current
  • Routinely managed 10-20 customers daily whilst understanding and accommodating each customers own requirements and schedules.
  • Improved customer satisfaction by providing timely and accurate information, as part of improving customer satisfaction, consistently delivered excellent customer service by understanding and meeting their requirements.
  • Managed challenging customer situations for resolution and customer retention.
  • Consulted with mechanics for necessary repairs and provided cost estimates to customers.
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Recommended additional services to customers according to their needs, boosting sales opportunities.
  • Collaborated with team members for improved service performance,.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Maintained quality assurance standards for all products and services.
  • Handled administrative tasks for effective service delivery.
  • Educated customers regarding regular maintenance protocols to preserve conditions of vehicles.
  • Informed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing car.
  • Notified customers about service changes or car pick-up schedules.
  • Calculated costs, processed payments and provided receipts.
  • Recorded details regarding car issues to maintain proper documentation.
  • Worked closely with other departments within dealership for seamless operations thus providing greater customer satisfaction.
  • Booked appointments and managed vehicle drop-off pick-up, as well as conducting follow-ups post servicing; ensuring complete client satisfaction after repair or maintenance work, which built a good rapport with customers and helped improve relationships.
  • Registered customer information on database to maintain accurate records.
  • Delivered exceptional customer service, addressing customer queries and handling customer complaints.
  • Provided customers with price information and handled financial transactions.
  • Documented all services provided, maintaining comprehensive records.
  • Prioritised workload effectively during busy periods, ensuring no disruption in the service provision process.
  • Processed payments promptly and accurately, reducing errors in financial transactions.
  • Processed customer payments and set up direct debits for long-term service contracts.
  • Utilised technical expertise to suggest appropriate solutions for vehicle issues.
  • Negotiated best-possible prices for maximised profit levels which aided objection handling and improved sales in the business.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Built rapport with new and existing customers from diverse cultural backgrounds to maximise sales opportunities.
  • Oversaw workflow and schedule of dealership to entail smooth process.
  • Updated job knowledge regularly through continuous learning initiatives.
  • Communicated with potential and existing customers in-person, over telephone and via webchat.

Electronics Technician

British Army
Tidworth, Wiltshire
01.2017 - 08.2023
  • Managed a team of 6 other technicians to implement required design modifications as well as maintenance and repairs.
  • Ensured safe, timely and high quality execution of electronic systems repair and maintenance.
  • Evaluated damage to electronic equipment and provided an accurate timeline for repair.
  • Carefully followed product manuals, technical specifications and design drawings in electrical work.
  • Adhered to method statements and risk assessment procedures.
  • Trained new technicians and shared electrical maintenance best practices and correct procedures.
  • Created hands-on demonstrations and presentations for training and mentoring of the other technicians employed.
  • Tracked performance and development and conducted assessments.
  • Coached and mentored individuals to help improve personal development such as presenting skills and fault finding capability.
  • Ability to adapt to an ever changing workload while setting realistic goals and managing the various deadlines of the team.

Class One Course

Army
Lyneham, WIL
05.2022 - 10.2022
  • Monitored employee progress, offering feedback to management on additional training requirements.
  • Identified skills and knowledge gaps, tailoring workshops appropriately.
  • Delivered instruction across various topics, integrating audio-visual presentations and training materials.
  • Analysed training needs to determine learning styles and skills shortages.
  • Developed engaging and entertaining presentations, maintaining employee attention and improving impact of training.
  • One to one instruction as well as group teaching, tailoring content and delivery to every audience making learning more interactive and to much higher quality

Education

NVQ Level 3 - Engineering maintenance

Babcock International Group
08.2018 - 06.2021

Skills

  • Control system troubleshooting
  • Customer care
  • Positive attitude
  • Exceptional aftersales service
  • Service plan upselling
  • Client engagement
  • Customer service excellence
  • Creative problem solving
  • Technical literacy
  • Persuasive communication
  • Repairs scheduling
  • Kerridge ERP software
  • Processing payments
  • Resilience under pressure
  • Customer retention
  • Telephone etiquette
  • Self-motivation
  • Time efficiency
  • Customer relations
  • Effective communication
  • Electrical fault finding
  • Wiring assemblies
  • PCB assembly and soldering
  • Hazard management
  • Health and safety compliance
  • Risk analysis
  • Technical Report writing

Timeline

Service Advisor

Vertu BMW Barnstaple
11.2023 - Current

Class One Course

Army
05.2022 - 10.2022

NVQ Level 3 - Engineering maintenance

Babcock International Group
08.2018 - 06.2021

Electronics Technician

British Army
01.2017 - 08.2023

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