James Hallahan
Rugby,Warwickshire
Summary
Dynamic professional with a strong foundation in communication skills, problem solving, and leadership abilities. Demonstrates exceptional team collaboration and adaptability, ensuring customer service excellence through active listening. Committed to leveraging these skills to drive organisational success and foster a positive work environment.
Driven professional with proactive approach to customer service management. Possesses strong problem-solving abilities and excellent communication skills, combined with knack for team leadership and customer relationship building. Committed to enhancing customer satisfaction and driving operational improvements for business success.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Manager
Volvo Trucks UK
Rugby, Warwickshire
2015.05 - Current
- Responsible for operational effectiveness of the Renault 24/7roadside assistance team to support both Renault Trucks andVolvo Trucks (VAS) with their respective dealers and customers.
- In a CRM capacity, work actively with Renault Trucks UK and VolvoAustralia to drive continuous improvement in dealer and marketlevel performance. Closely monitoring KPIs and taking the lead with new initiatives.
- Establishing and managing performance levels of theassistance team by way of regular 121s with my 13 direct reports,team huddles and monthly team meetings.
- Developing a culture of continuous growth through KPIimplementation and regular process reviews.
- Developing solutions to ensure that all elements of the process deliver agreed levels of service for the customer.
- Supporting the continued development of the organisational culture, leadership values and operational excellence.
- Mentoring and coaching direct reports to help maximise theirpotential, tailoring individual programs depending on theirs andthe team’s needs.
- Devising strategies to improve customer engagement.
- Collaborating cross-functionally for seamless service delivery.
Senior Customer Support Advisor
Volvo Trucks UK
Rugby, Warwickshire
2014.01 - 2015.05
- Created staff development schemes for continued team progression.
- Retained up-to-date product and service knowledge for helpful, informative customer advice.
- Completed regular performance and case/call auditing reviews, advising employees on potential improvements.
- First line of escalation for the truck breakdown coordination team. Effectively communicating with customers and dealer network to resolve disputes and financial queries.
- Complex complaint handling for Ren24 and Volvo Action Service both in the UK and Europe.
- Built strong relationships with colleagues at all levels, confidently communicating and working collaboratively.
- Championed continuous improvement enhancing service delivery and daily business performance.
Customer Support Advisor
Volvo Trucks UK
Rugby, Warwickshire
2004.05 - 2014.01
- First point of contact for customers using Ren24/Volvo Action Service roadside assistance, providing complete care and attention for the whole of the vehicle’s downtime.
- Coordinating a speedy and efficient response for roadside breakdowns for customers in the UK, Europe and Australia.
- Liaising closely with dealer and market contacts to quickly identify delays in repair lead times and take appropriate action via escalation.
- Handling up to 125 calls per day providing high level customer service at all times.
- Conducted follow-up calls to ensure complete customer satisfaction.
Education
Diploma of Higher Education - Business Administration
University of Derby
Derby 2001.09 - 2003.06
Certificate of Higher Education - Business Stdies
Rugby College
Rugby 1996.09 - 1999.06
Skills
- Communication skills
- Problem solving
- Leadership abilities
- Team collaboration
- Adaptability and flexibility
- Customer service excellence
- Active listening
References
References available upon request.
Timeline
Customer Service Manager
Volvo Trucks UK
2015.05 - Current
Senior Customer Support Advisor
Volvo Trucks UK
2014.01 - 2015.05
Customer Support Advisor
Volvo Trucks UK
2004.05 - 2014.01
Diploma of Higher Education - Business Administration
University of Derby
2001.09 - 2003.06
Certificate of Higher Education - Business Stdies
Rugby College
1996.09 - 1999.06