Summary
Overview
Work History
Education
Skills
Travelling
Timeline
BusinessAnalyst
Fabian Hicks

Fabian Hicks

Service Advisor
Malvern Link

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the automotive and hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Service Advisor

Hills Ford Malvern
Malvern, Worcestershire
01.2022 - Current
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Developed estimates by costing materials, supplies and labor.
  • Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Escalated incidents to next level to remain compliant with company's standards and procedures.
  • Documented problems and corrective actions to maintain records.
  • Sought ways to improve processes and services provided.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Effective liaison between customers and internal departments.
  • Provided ongoing guest service.
  • Managed timely and effective replacement of damaged or missing products.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Customer Service Representative

Bamboo Marketing Ltd
Worcester , Worcestershire
10.2018 - 12.2021
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Collected and analyzed customer information to prepare product or service reports.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Recommended products to customers, thoroughly explaining details.
  • Updated account information to maintain customer records.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Created and maintained detailed database to develop promotional sales.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Promptly responded to inquiries and requests from prospective customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Barista Shift Manager

Caffè Nero
Malvern, Worcestershire
08.2016 - 09.2018
  • Engendered customer loyalty by remembering personal preferences and allergy information.
  • Generated friendly atmosphere by encouraging employees to greet and speak to customers.
  • Developed coffee beverage menu, recipes, specialty coffee drinks and appropriate menu pricing.
  • Maintained accurate inventory counts to meet customer demands and sustain operations.
  • Created new training guidelines, and provided staff orientation and training.
  • Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
  • Advised customers on whole bean and bulk tea purchases by detailing origin, flavor and pairing recommendations.
  • Trained, scheduled and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
  • Created superlative coffeehouse experience through customer service, beverage preparation and presentation, in-store marketing and thorough cleanliness and sanitation of space.
  • Presented process improvement ideas to leadership team to cultivate professional, friendly and efficient work environment.
  • Managed payroll, scheduling, ordering and other back-of-house tasks to drive operations and maximize sales and profitability.
  • Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
  • Served customers quickly and efficiently and created strategies to prevent delays.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Developed unique events and special promotions to drive sales.
  • Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
  • Motivated staff to perform at peak efficiency and quality.
  • Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintainiaccuracy.
  • Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining [Number]% accuracy.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.

Barista

Café in the Park
Truro, Cornwall, South West
05.2014 - 07.2016
  • Recommended products based on solid understanding of individual customer needs and preferences.
  • Monitored supply levels at counter and maintained customer areas to meet typical demands.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Controlled line and crowd with quick, efficient service.
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Trained new employees, sharing knowledge and expertise of coffees, teas and merchandise.
  • Engendered customer loyalty by remembering personal preferences and allergy information.
  • Cleaned counters, machines, utensils and seating areas daily.
  • Constantly expanded personal knowledge of coffee styles and varieties.
  • Complied with standards for merchandising, stocking and storing product.
  • Explained beverage preparation and offered samples to help customers choose ideal items.
  • Promoted additional items with beverages, increasing store sales.
  • Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
  • Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Prepared eye-catching, creative latte art to please customers.
  • Operated espresso machines and commercial coffee brewers to create beverages.
  • Updated specials board display to boost sales.
  • Maintained regular and consistent attendance and punctuality.
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Completed successful daily cash audits to correctly balance drawers at end of shifts.

Education

High School Diploma -

Dyson Perrins Church of England Academy
Malvern Link, Worcestershire
05.2010 - 05.2014

Business Administration And Management

Truro And Penwith College
Truro, Cornwall

Skills

Professional telephone demeanor

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Travelling

Travelling Is outgoing, social and adventurous and a great way to meet people and relax after a working week.


Timeline

Service Advisor

Hills Ford Malvern
01.2022 - Current

Customer Service Representative

Bamboo Marketing Ltd
10.2018 - 12.2021

Barista Shift Manager

Caffè Nero
08.2016 - 09.2018

Barista

Café in the Park
05.2014 - 07.2016

High School Diploma -

Dyson Perrins Church of England Academy
05.2010 - 05.2014

Business Administration And Management

Truro And Penwith College

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Fabian Hicks Service Advisor