Joshua Wheatley

Volvo, Derby.

• Establishing and maintaining customer relationships prior to arrival, during, and after visiting the dealership.
• Accurately check in and monitor job card(s) whilst vehicles are on-site, upsell important safety-related repairs for vehicles whilst they're within our workshop and explain the risks/benefits.
• Multitasking several tasks at once, including an average of 24+ customers a day, enquiries via phone and email, in-person requests from other departments, and also external parties.
• Complete all administration duties in relation to the customer, such as invoicing, obtaining payment, collating relevant documentation for the customer, closing down job cards, filing and organisation, and ensuring everything is correct before allowing vehicle(s) to leave site.
• Working alongside others on the service desk, as well as technicians in the workshop, and colleagues in other departments.
• Building relationships across internal departments, as well as share/stakeholders, other dealerships, suppliers, and brand partners.

• Managing 3 of the company's largest accounts. Scheduling teams visit sites to conduct racking repairs, set up jobs, communicate with the stores/sites to answer questions and concerns and invoice these jobs later.
• Data entry and record keeping for all invoices, as well as plant and equipment hire, setting up projects, issuing purchase orders and also invoices and credits using Sage. Also tasked with data reporting as/when required.
• General administrative duties, keeping digital records tidy, filing and tidying, and answering enquiries via telephone and email.
• Proficient in Microsoft, (Excel, Word, PowerPoint).

• I worked alongside a large group specifically trained to deal with one of many fascia's the company owns.

Key responsibilities:

• Using FreshDesk to answer over 100 customer enquiries via email, live chats, Facebook, Twitter, and Instagram in the form of tickets/actions per day.
• Dealing with customer concerns regarding their orders, general/product information, as well as online and in-store complaints and issues. Sometimes also liaising with internal departments to further resolve an enquiry.
• Dealing with customer disputes and investigating claims to make the right decision based on information obtained from internal and external data.
• Raising problems with couriers to find out what's happened with an order, or if there are any issues in their network.
• Processing claims for lost/damaged goods, and manual refunds for orders when funds are owed.
• Some assist with processing customer returns, usually, ones with ongoing issues attached that the returns team can't deal with.
• I was also responsible for monitoring a team of 12-15 agents, providing support as their first point of call for the management team, providing any required training or meetings, and monitoring the quality of the agent's work.

Key achievements:

• This role is the first where I've been able to escalate myself to a management standard, initially joining as a Customer Service Advisor and later gaining promotion to Senior Advisor.

Key responsibilities - Stratstone Retention Executive:

• Answering inbound calls, booking in for services, MOTs, and repairs across multiple dealerships around the UK with the main intention being the customer's needs that are met.
• Also, making sure personal targets and conversions are met and being able to use multiple systems whilst on the phone at the same time; strengthening capabilities further.
• Dealing with Jaguar, Land Rover, BMW, and MINI enquiries specifically, on a team with 25 agents specially trained to deal with these brands.
• Quoting up and selling service plans for customers.
• Making outbound calls, and ringing customers to book in as per my target.
• Liaising with multiple dealerships around the UK to make sure customers' requirements are met.

Key responsibilities - Back of House:

• Assisting in the washing of crockery.
• Assisting in the cooking and plating up of foods both on the main courses menu and starter course menu, and dessert menu.
• Cleaning down the kitchen at the end of the shift, ensuring everything was spotless.

Key responsibilities - Front of House:

• Serving customers in the restaurant, making sure everything is at the level the company expects, whilst also serving customers on the bar, pouring pints, other draught beverages, spirits, and cocktails.
• Cash handling on the tills, ensuring there are no financial errors for the customer or the company.
• Closing down the restaurant and bar at the end of a shift, making sure that everything is restocked and prepared for the next day. I also closed down the tills cashed up at the end of the shift.
• Although never officially promoted, I was given several managerial tasks to perform daily which gave me the confidence trait I still carry to this day - such as team management and motivation, trust, and independence.

This was the first role in employment that I undertook part-time so I was able to finish my A-Levels.

Key responsibilities:

• Assisting in the re-stocking of shelves and fridges.
• Responsible for serving customers, operating the tills, and cash handling.
• Organising and keeping the stockroom tidy.
• In charge of sweeping/mopping the store at the end of every shift, as well as emptying the bins, outside and inside.