Ismail Kola
Harrow,United Kingdom
Summary
Highly skilled professional with a strong background in customer service and communication, ensuring a positive dealership experience. Demonstrates excellent negotiation skills, the ability to work autonomously, and a pro-active and resilient attitude. Adept at multitasking in fast-paced environments, handling both in-person and phone inquiries efficiently. Possesses a deep understanding of Toyota products and services, contributing to increased customer satisfaction scores through attentive service. Proficient in computer literacy, Excel skills, and workplace safety compliance. Career goal: To leverage extensive skills in a dynamic role that enhances customer satisfaction and operational efficiency.
Overview
21
21
years of professional experience
Work History
SHOWROOM HOST
TOYOTA JEMCA EDGWARE ROAD
London
09.2024 - 04.2025
- Greeting visitors on arrival and introducing yourself
- Answering telephones and building rapport to understand customer needs, providing assistance or information if required
- Providing refreshments for visitors where necessary
- Encouraging customers to browse the showroom in order to experience the product
- Observe and listen to assess the appropriate time to offer further assistance
- Introducing sales colleagues to provide further information and progress the sale
- Maintaining the showroom environment ensuring that the ambience is correct, by controlling lighting, music, heat etc
- Ensuring all customer areas are maintained, that product information is well stocked, up to date and in the right place
- Working with the management team to support promotions or events with changes to the showroom environment
- Working with colleagues and teams to ensure a seamless service to customer
- Regularly cleansing the prospecting system to ensure that information is accurate and complete
- Welcomed customers and provided an outstanding first impression, ensuring a professional and friendly showroom atmosphere
- Assisted visitors by identifying their needs and directing them to the appropriate sales or service representative
- Maintained the showroom's appearance, ensuring a clean and organized space at all times
- Assisted in dealership events, product launches, and promotional activities
- Ensured showroom met all health and safety regulations for customer and staff safety
- Trained in workplace safety protocols, including emergency procedures and hazard awareness
- Assisted in conducting basic risk assessments and ensuring compliance with dealership safety policies
CUSTOMER TEST DRIVE AND HANDOVER SPECIALIST
TOYOTA JEMCA EDGWARE ROAD
Harrow
09.2022 - 09.2024
- Ensuring that we provide the highest level of customer care and satisfaction at all times, giving the customer the best possible experience but working together as a strong team
- Through planning and communication with the Customer Consultant ensure that our customers have the best test drive experience to guide them towards the best product/service supporting them in their decision making
- Provide a tailored handover experience for each customer, ensuring customers have had a full introduction to all specifications available within their vehicle
- Educate and inspire customers by answering their questions
- Your communication is key and listening to customers helps you to build rapport and understands fully their complete requirements for all of their mobility needs
- Demonstrates the most suitable options to the customer, understanding and adapting to their requirements and encouraging them to experience the product through test drives or alternative experiences such as virtual tours etc
- Working with colleagues and other teams across the Centre to provide continuous improvement and a seamless service to all our customers
- Provides accurate information at all times for all customers including timely and accurate communications leading up to their vehicle delivery
- Ensures that you maintain a continual dialogue with the customer that's appropriate to them and in the manner / mechanism that suits them, ensuring a personal service at all times
LITIGATION AND VEHICLE RECOVERY
RCI FINANCIAL SERVICES
08.2020 - 09.2022
- Demonstrate the Renault Way values and actions
- Effectively handle inbound & outbound calls whilst maintaining high service levels
- Respond to all Customer enquiries in an efficient and courteous manner
- Ensure department Service Quality Commitments (SQC's) and Key Performance Indicators (KPI's) are met whilst also maintaining high service levels and standards
- Work transversely across Operations and throughout the business supporting your colleagues in other areas
- Maintain knowledge of RCI products and services
- Call quality to be in line with expectations as set out and measured in call monitoring standards
- Protect the company at all times from fraud and financial exposure
- Provide sufficient warning of any difficulties encountered and offer possible solutions
- To comply with all relevant legislation at all times such as Consumer Credit Act, Money Laundering Act, Data Protection, FCA, FOS and the FLA code of practice
- Ensure good levels of commercial awareness to enable good decision making
CUSTOMER COMPLAINTS MANAGER/HANDLER
RENAULT
03.2019 - 08.2020
- Receiving inbound calls from Renault customers and dealerships
- Take ownership and resolving customer complaints in a timely and efficient manner and in line with SLAs
- Work to ensure that the highest level of service is consistently delivered to the customer
- Effectively manage workload and achieve individual KPIs
- Outbound email correspondence
- Follow policies regarding goodwill gestures
- Company Overview: Customer Complaints Manager/Handler
CUSTOMER SERVICE CONSULTANT
RENAULT
09.2018 - 03.2019
- Company Overview: Company Overview: Customer Service Consultant
- Receiving inbound calls from Renault dealerships
- Take ownership and resolving customer complaints in a timely and efficient manner and in line with SLAs
- Work to ensure that the highest level of service is consistently delivered to the customer
- Effectively manage workload and achieve individual KPIs
- Outbound email correspondence
- Follow policies regarding goodwill gestures
- Company Overview: Customer Service Consultant
HR-RECRUITMENT & TRAINING
PRIMARK STORES
11.2012 - 11.2017
- Facilitating the onboarding of all new employees, following internal process' and ensuring all relevant documentation such a Right to Work are received and background / credit checks are completed
- Produce and collate data for monthly KPI reports - including regretted attrition, rolling year attrition, sickness and absence calculations within excel
- Preparation and reporting data which is presented at monthly team meetings and HR Committee
- Assisting with compensation and benefits for new and existing employees
- Provide support with Health and Safety and to carry out workstation assessments and providing advice accordingly
- Administrative duties such as: Letters for changes of job function, Salary increases, Promotions, End of probation, Induction sign up and completion records
- Assisting with updating policies
- Company Overview: HR-Recruitment & Training
DEPARTMENT MANAGER
PRIMARK STORES
11.2009 - 11.2012
- Managing and motivating a team to increase sales including recruiting, training, day-to-day managing, appraisals, disciplinaries, promotions and team building exercises
- Responsible for maintaining the premises, visual merchandising and the window displays
- Organising stock checking and re-ordering as necessary, through computerised or manual systems
- Dealing with queries, complaints and comments from customers
- Dealing with all security, health and safety and legal procedures in an appropriate and timely manner
- Ensuring standards for quality, customer service and health and safety are met
- Regularly 'walking the sales floor' talking to colleagues and customers, and identifying or resolving urgent issues
- Dealing with takings and banking/security banking couriers
FLOOR MANAGER
NEXT CHILDRENSWEAR
05.2006 - 11.2009
- Managing 10+ staff
- Opening and closing the shop floor
- Managing sales through computer aided devices
- Identifying bestsellers, making sure they are available on the shop floor
REPLENISHMENT / STOCKROOM MANAGER
12.2003 - 05.2006
- Making sure shop floor is filled with stock at all time
- Scanning clothes using the HHT (Hand Held Transmitter)
- Using the pc to check stock levels and progress
- Running a team of five to ten people
Education
High School Diploma - English Language, English Literature, Mathematics, Religious Studies, Information Technology
STOKE NEWINGTON SCHOOL
09.1998
Skills
- Excellent communication skills
- Customer Service Skills
- Excellent Team Spirit
- Computer Literate
- Exemplary telephone manner
- Excellent negotiation skills
- Prioritization and organisational skills
- Pro-active and resilient attitude
- Good standard of numeracy
- Excel skills
- Active Listening
- Interpersonal Skills
- Leadership
- Management Skills
- Problem-Solving
- Time Management
- Strong customer service and communication skills
Languages
English
Gujarati
Urdu
Hindi
Custom
References available upon request.
Timeline
SHOWROOM HOST
TOYOTA JEMCA EDGWARE ROAD
09.2024 - 04.2025
CUSTOMER TEST DRIVE AND HANDOVER SPECIALIST
TOYOTA JEMCA EDGWARE ROAD
09.2022 - 09.2024
LITIGATION AND VEHICLE RECOVERY
RCI FINANCIAL SERVICES
08.2020 - 09.2022
CUSTOMER COMPLAINTS MANAGER/HANDLER
RENAULT
03.2019 - 08.2020
CUSTOMER SERVICE CONSULTANT
RENAULT
09.2018 - 03.2019
HR-RECRUITMENT & TRAINING
PRIMARK STORES
11.2012 - 11.2017
DEPARTMENT MANAGER
PRIMARK STORES
11.2009 - 11.2012
FLOOR MANAGER
NEXT CHILDRENSWEAR
05.2006 - 11.2009
REPLENISHMENT / STOCKROOM MANAGER
12.2003 - 05.2006
High School Diploma - English Language, English Literature, Mathematics, Religious Studies, Information Technology
STOKE NEWINGTON SCHOOL
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