Gary Munsey

• Deliver outstanding RAC customer service, acting as a trusted ambassador of the brand at every roadside interaction.
• Receive and interpret job details from RAC dispatch systems, ensuring accurate understanding of each customer’s situation.
• Communicate clearly and empathetically with customers, providing reassurance and setting realistic expectations during breakdowns.
• Offer practical support and guidance to distressed or vulnerable customers, maintaining a calm and professional approach in high-pressure situations.
• Liaise effectively with RAC control teams to provide real-time updates on arrival times, job progress, and outcomes.
• Maintain strong communication channels with both customers and internal teams to ensure efficient service delivery.
• Attend breakdowns promptly in line with RAC response targets and KPI expectations.
• Carry out thorough roadside assessments to diagnose faults quickly and accurately.
• Ensure full compliance with RAC safety procedures, protecting yourself, customers, and the public at all times.
• Perform roadside repairs where possible, focusing on first-time fixes to minimise disruption for customers.
• Undertake safe vehicle recovery and towing operations using specialised RAC equipment, including heavy lifting systems where required.
• Handle all customer vehicles with care and professionalism, reflecting RAC’s high standards.
• Identify risks and resolve issues efficiently to reduce recovery times and improve service outcomes.
• Use initiative and problem-solving skills to adapt to varying roadside conditions and technical challenges.
• Provide accurate job updates and complete all RAC system reporting requirements in a timely manner.
• Ensure recovery vehicles, tools, and equipment are maintained to RAC operational and safety standards.
• Consistently meet and exceed RAC performance KPIs, including response times, fix rates, and customer satisfaction.
• Achieve high levels of customer satisfaction by delivering efficient, reliable, and professional service.
• Support team development by assisting in the training and mentoring of new RAC patrol colleagues.
• Promote continuous improvement by identifying opportunities to enhance safety, efficiency, and customer experience.

• Managed day-to-day operations across multiple sites, ensuring KPIs and service standards were consistently met.
• Developed a reputation for reliability and professionalism, leading multiple car dealerships to request direct working relationships.
• Covered management roles across 11 locations covering the Midlands and Norwich, maintaining performance and continuity during absences and peak demand.
• Led, motivated, and supported teams of technicians to drive productivity and high performance.
• Delivered excellent customer service, resolving escalated issues while protecting the RAC brand reputation.
• Monitored and improved key KPIs such as job completion times, first-time fix rates, and customer satisfaction.
• Coordinated scheduling, staffing, and workflow to maximise efficiency and minimise customer delays.
• Ensured full compliance with health & safety regulations and maintained high standards of operational safety.
• Implemented process improvements to increase efficiency and enhance overall customer experience.

• Streamlined store operations with efficient scheduling.
• Fostered a positive work environment through effective leadership and team-building activities.
• Supported the overall management of daily site operations, ensuring high standards of service delivery and performance.
• Assisted in preparing and analysing monthly performance figures, tracking KPIs and identifying areas for improvement.
• Conducted internal audits to ensure compliance with company policies, operational procedures, and industry standards.
• Managed stock control processes, including ordering, tracking, and maintaining optimal inventory levels to support operational efficiency.
• Monitored and recorded damages to stock, vehicles, and equipment, ensuring accurate reporting and minimising loss.
• Investigated discrepancies in stock and damages, implementing corrective actions to improve accountability and reduce waste.
• Assisted in budgeting and cost control by monitoring stock usage, damages, and operational expenditure.
• Led and supported team members, providing guidance to maintain productivity, quality, and safety standards.
• Coordinated workflow and scheduling to ensure jobs were completed efficiently and within agreed timeframes.
• Delivered excellent customer service, handling escalations and ensuring issues were resolved promptly and professionally.
• Ensured compliance with health & safety regulations, promoting a safe working environment for staff and customers.
• Contributed to continuous improvement by identifying process inefficiencies and implementing practical solutions.

Including 4 years of experience across two businesses as a windscreen technician.

• Ensured compliance with health and safety regulations at all times when performing tasks within the workshop environment.
• Assessed vehicle damage to determine the best course of action for windscreen repairs or replacements.
• Formulated detailed estimates for customers prior to starting work on their vehicles' windscreen.
• Utilised advanced equipment for precise calibration of windscreens.
• Repaired chips and cracks in windscreens, extending their lifespan and saving clients from costly replacements.
• Selected proper glass materials and tools for product needs.
• Improved customer satisfaction by providing efficient windscreen repair and replacement services.
• Maintained clean working environment, upheld high standards of professionalism.
• Coordinated appointments efficiently, reduced waiting time for customers needing urgent services.