Emily Coulson
Atherstone,Warwickshire
Summary
Adaptable professional with a background in customer service and operational coordination. Experienced in managing logistics, prioritising workloads, and enhancing service delivery. Proven ability to lead teams and resolve complex customer queries effectively.
Overview
7
7
years of professional experience
Work history
Fleet Coordinator
Steer Automotive Group
Solihull, West Midlands
2025.04 - Current
- Managed vehicle hire and coordinated defleeting processes across multiple regions.
- Oversaw daily operations, ensuring accurate insurance coverage and timely resolution of claims.
- Produced operational reports and approved invoices related to fleet management.
- Coordinated courtesy car movements and monitored utilisation across multiple regions
- Managed procurement of fuel cards for fleet operations
- Oversaw truck fleet operations for the Central region
Customer Service Advisor Assistant
Steer Automotive Group
Coventry, Warwickshire
2023.02 - 2025.04
- Delivered training to new starters within the business
- Travelled to sites within the Central region to provide support to current staff
- Travelled to sites and covered for staff holidays adapting to each sites processes with the workshop
- Supply remote support to the Central sites ensuring the correct process is followed
- Training new process and ensuring these are being followed shortly after
- Supporting the Customer Service Manager when on annual leave and being the point of contact for insurance companies and site managers
Customer Service Advisor
Steer Automotive Group
Coventry, Warwickshire
2021.08 - 2023.02
- Maintained knowledge of company procedures and ensured this is followed throughout the duration of customers repairs
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Responded to telephone inquiries and complaints following standard operating procedures
- Answered incoming phone calls from insurances, solicitors and customers
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Followed up with customers regarding standard of works completed and overall satisfaction
- Remained open to feedback from supervisor and peers to build and improve skills set
- Ensuring to process payment before releasing the customers vehicle
First Line Manager
Euro Car Parts
Tamworth, Staffordshire
2019.05 - 2021.08
- Running a successful delivery operation to the Euro Car Parts within the West Midlands
- The operation runs 6 days a week Monday-Saturday
- Liaising with the branch managers to resolve any issues they are facing and ensuring the service is 100%
- Report all daily figures to managers
- Lead quality assurance initiatives and revamped utilisation of work time to increase profits
- Established clear priorities and production quality standards
- Kept work environments safe and efficient at all times
- Reworked positions and workflow based on individual abilities and production targets
- Collaborated with other leaders and executives to direct workflow and support operations
- Improved team efficiency by training and mentoring individuals through diligent team meetings and setting goals
- Managed over 30 colleagues within my department
Education
NVQ Level 2 - Public Service
Tamworth College
2017.01 -
Level 2 - Health and Social Care
Nether Stowe High School
2015.05 -
Skills
- Staff management
- Compliance understanding
- Safety and compliance
- Maintenance and repair
- Operations management
- Logistics
- Health and safety compliance
- Continuous improvement
- Customer Relationship management
- Team Training
PERSONAL INFORMATION
Willing To Relocate: Yes
References
References available upon request.
Timeline
Fleet Coordinator
Steer Automotive Group
2025.04 - Current
Customer Service Advisor Assistant
Steer Automotive Group
2023.02 - 2025.04
Customer Service Advisor
Steer Automotive Group
2021.08 - 2023.02
First Line Manager
Euro Car Parts
2019.05 - 2021.08
NVQ Level 2 - Public Service
Tamworth College
2017.01 -
Level 2 - Health and Social Care
Nether Stowe High School
2015.05 -