Denvah Calvert
Kippax
Summary
Dedicated professional with expertise in customer care, people management, and customer service. Demonstrates exceptional skills in reporting and documentation, time efficiency, and resilience under pressure. Committed to enhancing customer satisfaction and operational efficiency through effective management and strategic planning.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work history
Service Advisor
Riverside BYD Wakefield
06.2025 - 11.2025
- Acted as the primary contact for customers throughout the vehicles service and repair process, while delivering a professional experience in line with manufacturers brand standards.
- Scheduled and coordinated vehicles service, MOT and repair appointments to optimise workshop efficiency and technician productivity.
- Prepared detailed job cards, service estimates and repair authorisations.
- Explained repair work, timescales and cost to customers – ensuring full understanding and satisfaction.
- Liaised with customers, technicians and the parts department to ensure accurate work completion and timely updates.
- Managed warranty & goodwill claims and created service plan quotations/ documentation – ensuring compliance with manufacturer procedures/ policies.
- Promoted / upsold additional products such as service plans, recommended work from health checks and additional accessories such as extended warranties to achieve dealership aftersales targets.
- Processed invoices and payments accurately using dealership management systems.
- Contributed to team performance targets and supported a smooth daily operation within a busy work environment.
- Handled customer queries and complaints promptly, maintaining high customer satisfaction rates and guaranteeing repeat custom in the future.
Customer Service Advisor / Contact Centre Executive
Mercedes Benz of Leeds
05.2022 - 06.2025
- Booking and arranging Services and MOT’s for customers for all sites across West yorkshire and West of Scotland. And ensuring the relevant parts / time is available in the diary for the booking on the day.
- Dialing out to fill up the diary hours to maximise the potential to reach targets / goals of the business.
- Completing follow-up calls from previous bookings to ensure the customers have experienced a high level of customer service while having work done with us.
- Pricing up parts and labour costs for repairs that customers have requested / or red work on Visual health checks to maximise the potential of each job while they are in with us on the same day.
- Preparing for future jobs by printing off job cards and completing pre-calls to make sure the customers will still be attending their bookings.
- Frequently checking and rebooking customers in for repairs to be completed once the relevant parts are in stock.
- Arranging and liasing with different companies to book and/or assist on repairs for customers vehicles.
- Sending over communication requests/ offers to customers via email and letters to make them aware/ remind them of any work what will be due in the near future.
- Making bookings from the online booking service to ensure we can accommodate for the customers needs on the date they requested.
Yard Operative
Hoardtek, Leeds
Leeds
11.2020 - 05.2022
- Ensure that all the stock is up to a high quality standard ready to go out to any required job.
- Clean, repair and paint boards and make sure they are at a high standard ready for specific jobs.
- Working under pressure to meet deadlines such as picking and preparing stock last minute to be loaded for jobs around the country.
- Expanding my team working skills while also learning to work independently for other aspects of the job.
- Developing my managerial skills by covering the supervisor title due to sickness, holidays etc.
- Expanding my confidence, ability to make decisions and use my initiative while under/ in high pressure situations.
Receptionist / Housekeeper
Premier Inn, Leeds
Leeds
07.2019 - 11.2020
- Cleaning and inspecting other colleague's rooms to make sure they match upto the company brand standard.
- Handling harmful chemicals and using correct equipment to follow health and safety guidelines.
- Dealing with any complaints/ requests what guests may have either face to face or via telephone, while also remaining a professional standard.
- Following strict safety guidelines and undergoing any company training what would enable to keep me, other colleagues and guests safe.
- Expanding my experience by being able to work independently and professionally in high pressure situations such as busy meal times on a morning and an evening.
- Covering managerial roles such as head housekeeper.
- Taking on extra training such as IT and health and safety to ensure that i can fulfill the managerial job role effectively.
Party Host / FOH Staff
Monster Kidz, Leeds
Leeds
11.2018 - 07.2019
- Extended experience in customer service.
- Ensuring that all children and adults are following the health and safety guidelines.
- Monitoring children and maintaining a safe environment for both customers and staff members.
- Providing high quality customer service during parties and front of house while delivering food and serving customers at the desk.
- Making sure that the play gym is cleaned up to the hygiene standards to make sure to provide the best experience for the customers.
Education
GCSE -
Cockburn High School
Leeds 09.2012 - 06.2017
A Level - Health, Science and Social Care
Leeds City College
West Yorkshire 09.2017 - 06.2019
Skills
- Customer care
- People Management
- Reporting and documentation
- Time efficiency
- Resilience under pressure
- Customer Service
Timeline
Service Advisor
Riverside BYD Wakefield
06.2025 - 11.2025
Customer Service Advisor / Contact Centre Executive
Mercedes Benz of Leeds
05.2022 - 06.2025
Yard Operative
Hoardtek, Leeds
11.2020 - 05.2022
Receptionist / Housekeeper
Premier Inn, Leeds
07.2019 - 11.2020
Party Host / FOH Staff
Monster Kidz, Leeds
11.2018 - 07.2019
A Level - Health, Science and Social Care
Leeds City College
09.2017 - 06.2019
GCSE -
Cockburn High School
09.2012 - 06.2017