Julie Adams
Hedge End,Southampton
Summary
Dedicated professional specializing in customer relationship management systems with proven technical proficiency. Expertise in understanding customer needs and maintaining composure under pressure, resulting in enhanced customer experiences. Strong communication and problem-solving skills contribute to resolving complex issues and fostering loyalty. Committed to driving business success through exceptional customer service and long-term client relationships. Driven professional with talent for customer engagement and problem-solving. Demonstrates strong communication and interpersonal skills, ensuring positive client interactions and swift issue resolution. Aims to enhance customer satisfaction and contribute to company's success.
Overview
37
37
years of professional experience
Work history
Senior Customer Care Consultant
Snows Motor Group
2009.09 - 2026.03
- Maintained high standard of customer service to meet Lexus customer satisfaction targets.
- Delivered exceptional customer service by answering inquiries promptly and accurately.
- Assisted customers on various platforms, providing seamless service experience.
- Built lasting relationships with customers for improved satisfaction levels.
- Displayed empathy towards customers during difficult situations leading to trust building.
- Supported team of Care Consultants and assisted management in achieving operational goals.
- Handled customer interactions at the centre and processed vehicles through the workshop.
- Generated all relevant customer documentation using Keyloop/Drive DMS systems to ensure smooth processing.
- Processed incoming phone calls and mail to ensure timely responses.
- Obtained approval for necessary additional work.
- Managed high-pressure situations calmly, ensuring uninterrupted quality service.
Service Advisor
Mon Motors Group
Bristol
2008.08 - 2009.09
- Delivered customer service by assessing and addressing requirements, ensuring satisfaction.
- Provided exceptional customer service to enhance prestige.
- Handled customer inquiries and coordinated vehicle processing in th workshop for efficient service delivery.
- Managed incoming phone calls and emails to provide timely customer assistance.
- Secured authorization for extra tasks based on customer needs.
- Consulted with mechanics for necessary repairs and provided cost estimates to customers.
- Calculated costs, processed payments and provided receipts.
- Followed Audi protocols consistently.
- Managed and met essential KPIs for the business.
Service Advisor
Snows Motor Group
Hedge End
2003.08 - 2008.08
- Provided exceptional customer service within Lexus.
- Managed all service bookings and controlled workshop activity.
- Assisted customers with fault-related inquiries to enhance service experience.
- Development of strong customer relationships to ensure brand loyalty and exceeding customer expectations.
- Managed challenging customer situations for resolution and customer retention.
- Conducted follow-ups post servicing; ensuring complete client satisfaction after repair or maintenance work.
- Produced comprehensive customer documentation to enhance service experience.
- Oversaw budget allocations and monitored key performance indicators to ensure financial efficiency.
Service Advisor – Assistant Service Manager
Arriva Motor Group
Bristol
2001.11 - 2003.08
- Delivered excellent customer service by understanding and meeting their requirements.
- Maintained strong customer relationships through regular communication.
- Addressed customer enquiries and concerns, ensuring timely resolutions
- Engaged with customers through follow-up communications to ensure satisfaction
- Monitored customer satisfaction for both brands.
- Coordinated service bookings and managed workshop loading to optimise workflow
- Coordinated with technicians to ensure quality of service.
- Ensured adherence to Lexus franchise standards quarterly to maintain brand integrity.
- Facilitated communication with Toyota and Lexus representatives to ensure alignment.
Receptionist/Call Centre Advisor
Adecco Employment Services
2000.05 - 2001.11
- Welcomed incoming customers with professionalism, offering friendly, knowledgeable assistance to improve their experience.
- Delivered professional telephone service to current and prospective customers, enhancing customer satisfaction.
- Facilitated phone calls to ensure effective communication flow within the company, supporting operational efficiency.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
- Administered mail distribution process, ensuring each department received its correspondence in a timely manner.
- Maintained accurate logs of visitor entries for security purposes.
Service Advisor
Harwoods Garage Ltd
1995.06 - 2000.05
- Delivered excellent customer service by understanding and meeting their requirements.
- Established strong connections with customers through attentive communication.
- Managed service bookings, coordinated workshop activity, generated customer documentation, provided fault advice, and developed customer relationships to enhance brand loyalty.
- Consulted with mechanics for necessary repairs and provided cost estimates to customers.
- Consulted with mechanics for repairs and provided accurate cost estimates to customers.
Head Receptionist
Forte Hotel Group
1989.07 - 1995.06
- Job Profile - Guest Reservations and general enquiries, handling of all payment transactions, cash handling, banking, preparing customer invoices. Duty Management including preparing rota for cover. Handling customer complaints and controlling wages and budgets
Education
GCSEs - Maths and English
Medina College
NewportNVQ Diploma - Business Administration
Newport college
Isle of WightSkills
- Customer relationship management systems
- Technical proficiency
- Empathy display
- Product knowledge expertise
- Understanding customer needs
- Calm under pressure
- Customer experience
- Advanced product knowledge
References
References are available upon request.
Hobbies & Interests
I enjoy most sports particularly Football (Bristol Rovers) Rugby, and Cricket. I also enjoy spending walking/hiking, spending time with friends, trips to the cinema and weekends away
References
References available upon request.
Training Courses
NEBS Supervisory Management (Hotel & Catering) – Customer Satisfaction – Telephone Techniques – Effective Time Management – ISO9000 Quality Awareness – Customer Complaint Resolution – Putting the customer first – Creating the Lexus Experience – Service Advisor – Service Management – Aftersales Law – Aftersales Finance – Warranty – Advanced Technical appreciation - 2nd Place Lexus Aftersales Consultant of the year 2005.
Timeline
Senior Customer Care Consultant
Snows Motor Group
2009.09 - 2026.03
Service Advisor
Mon Motors Group
2008.08 - 2009.09
Service Advisor
Snows Motor Group
2003.08 - 2008.08
Service Advisor – Assistant Service Manager
Arriva Motor Group
2001.11 - 2003.08
Receptionist/Call Centre Advisor
Adecco Employment Services
2000.05 - 2001.11
Service Advisor
Harwoods Garage Ltd
1995.06 - 2000.05
Head Receptionist
Forte Hotel Group
1989.07 - 1995.06
GCSEs - Maths and English
Medina College
NVQ Diploma - Business Administration
Newport college