Summary
Overview
Work history
Skills
References
Certification
Timeline
Generic

Eljay Martin

Southall,Middlesex

Summary

Dynamic professional with a strong foundation in communication skills and customer service excellence, complemented by exceptional organisational skills and time management. Demonstrates attention to detail and expertise in route planning, ensuring efficient operations. Proven ability to collaborate effectively within teams, fostering team building and problem-solving capabilities. Adept at upselling, consistently enhancing customer satisfaction and driving business growth. Committed to leveraging these competencies towards achieving long-term career goals in a challenging environment.


Overview

12
12
years of professional experience
1
1
Certification

Work history

Renewal specialist

Pivotal
London
06.2025 - 08.2025
  • Account managed the Discovery house brand that consisted of 300 members
  • Built rapport with members in order to manage expectations within wait lists.
  • Used Salesforce dashboards in order to track cases and tasks assigned to me.
  • Worked alongside the vehicle support team and fleet team to coordinate vehicle repairs and movements.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Increased customer satisfaction by resolving issues.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Applied positive customer service approach to increase satisfaction levels.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.

BMW Accredited Service Consultant

Park Lane
London
10.2020 - 06.2025
  • Managed workload for up to 20 customers daily, ensuring efficient service delivery.
  • Provided exceptional customer support, facilitating clear communication during visits.
  • Maximised revenue through effective upselling of identified amber and red workshop work.
  • Explained estimates and repairs to maintain customer rapport and manage expectations.
  • Supported management with NPS reporting, addressing poor feedback and proposing solutions.
  • Processed goodwill requests to BMW UK and coordinated with the warranty team.
  • Conducted follow-up calls and emails to enhance service consistency.
  • Answered technical enquiries through various channels, recommending additional services.
  • Kept abreast of the latest automobile technologies, enhancing ability to guide clients on car maintenance practices.
  • Managed challenging customer situations for resolution and customer retention.

Service Advisor

Berry BMW
02.2020 - 10.2020
  • Managed the reception and service advisor team.
  • Controlled daily count of upcoming customer appointments.
  • Supervised bookings team to guarantee maximum workshop efficiency.
  • Handled customer complaints from BMW UK.
  • Reported new customer surveys and provided daily feedback to the team.
  • Held workshop control stand up meetings to ensure customer updates were concise and on time.
  • Closed WIP to maximise daily costing.
  • Checking in customer vehicles and gathering necessary data for scheduled appointments.
  • Actively searched for outstanding recalls ahead of appointments.
  • Upselling service and maintenance items.
  • Ensured that all warranty claims were closed in a timely manner.
  • Dealt with incoming recoveries.
  • Used Kerridge for repair status and booking appointments.

Mobile Service Advisor

Tesla
04.2017 - 02.2020
  • Used diagnostic technicians to preempt repairs required.
  • Ensured parts availability ahead of committing to customer appointments.
  • Used scheduling and map systems to plan logistic routes to maintain high efficiency.
  • Scheduled appointments with customers using telephone and email communications.
  • Closed repair orders in real time to keep key to key time down.
  • Followed up with customers post repair to maintain customer satisfaction from start to finish.
  • Rerouted unsuccessful repairs back to the service centre using the correct channels.
  • Searched through service centre appointments to convert to mobile service appointment or shorten workshop time by removing mobile eligible repairs.
  • Worked with the team to create a London hub consisting of 11 technicians and 4 service advisors. Managed a team of technicians on the road.
  • Worked with in house technicians to decide which repairs were mobile eligible and created guidelines ahead of scaling.

Service Advisor, PDI coordinator

Tesla
11.2016 - 04.2017
  • Received and carried out body inspection of new cars on site.
  • Liaised with sales and delivery to prioritise workload and time schedule
  • Communicated with external contractors when work was required off site.
  • Organised all inspections of new and used cars.
  • Arranged the team with daily meetings which were planned a day in advance.
  • Held daily meetings with the delivery team to update them on the progress of each car scheduled in that week.
  • Updated all work orders at the end of each day.
  • Problem solved delivery issues which were time sensitive and/or customer escalations.
  • Used Kanban to visualize workflow and keep an eye on where cars were in their preparation process.
  • Ensured that all parts required for repairs were available ahead of time.

Customer experience coordinator

Tesla
01.2016 - 11.2016
  • Managed a team of five members introducing new processes to improve customer satisfaction.
  • Ensured that all service bookings were made with the correct time allocations and resources booked out accordingly.
  • Handled difficult conversations as the first point of escalation.
  • Ensured that calls and emails were answered in a timely manner.
  • Made sure that the team were being allocated regular training to stay up to date on the product.
  • Built strong relationships with the customers, sometimes meeting face to face to discuss issues further.
  • Utilised our pre diagnosis team to pre-empt the incoming workload ahead of schedule.
  • Arranged mobile repairs where possible, communicating between the customer and the workshop to make sure that the repair is carried out as seamlessly as possible.

Customer service manager

UK ECIG STORE
02.2014 - 12.2016
  • Met all customer call guidelines including service levels, handling time and productivity.
  • Resolved all customer issues to the highest standard.
  • Responded promptly to enquiries and requests from prospective customers.
  • Always adhered to all confidentiality requirements.
  • Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals.
  • Investigated and resolved customer enquiries and complaints in an empathetic manner.
  • Self-taught, trained and backed up other customer service managers.
  • Identified individual development needs with appropriate training.
  • Trained staff on operating procedures and company services.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Maintained up-to-date knowledge of products and service changes.
  • Managed work-flow and exceeded quality service goals.
  • Strong leader of customer support staff.
  • Acted professionally and patiently when addressing negative customer feedback.

Skills

  • Communication skills
  • Customer service excellence
  • Organizational skills
  • Time management
  • Attention to detail
  • Route planning
  • Team collaboration
  • Problem-solving
  • Team building
  • Upselling


References

Available on request

Certification

  • BMW Group Certified Service Advisor
  • BMW Group Accredited Electric Vehicle Specialist
  • Accredited Motability Specialist
  • First Aider
  • Mental Health First Aider

Timeline

Renewal specialist

Pivotal
06.2025 - 08.2025

BMW Accredited Service Consultant

Park Lane
10.2020 - 06.2025

Service Advisor

Berry BMW
02.2020 - 10.2020

Mobile Service Advisor

Tesla
04.2017 - 02.2020

Service Advisor, PDI coordinator

Tesla
11.2016 - 04.2017

Customer experience coordinator

Tesla
01.2016 - 11.2016

Customer service manager

UK ECIG STORE
02.2014 - 12.2016

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Eljay Martin