Summary
Overview
Work history
Skills
Affiliations
Timeline
Generic

Kirsty Madden

Glasgow

Summary

Knowledgeable about providing excellent customer service and resolving client issues with patience and tact. Strong communicator with ability to listen actively and empathise with clients. Skilled in problem-solving, time management, and teamwork. Ready to use and develop communication, problem-solving, and customer service skills in the role of Client Support Advisor.

Overview

10
10
years of professional experience

Work history

Service Advisor

Henry's Honda
Glasgow
04.2022 - Current
  • Improved customer satisfaction by providing timely and accurate information.
  • Built rapport with customers, enhancing long-term relationships.
  • Updated job knowledge regularly through continuous learning initiatives.
  • Conducted follow-ups post servicing; ensuring complete client satisfaction after repair or maintenance work.
  • Worked closely with workshop staff and sales staff to ensure all departments needs were met as well as the client's.

Aftersales Advisor

Lookers Glasgow BDC
Glasgow
01.2021 - 03.2022
  • Answering incoming calls and book customers in for MOT, Service and Repairs over multiple branches in multiple locations
  • Familiarise myself with each of the brands we work with (JLR, Volvo, Honda, BMW/MINI) and the services they offer, any recalls etc
  • Upsell work at time of booking (brake fluid service/change, adblu top up) and upselling of service plans to customers
  • Navigating multiple systems (RTC, CDK, Cisco, 1Link) as well as multiple brands systems
  • Carry out, outbound calls to remind customers of their upcoming services and MOTs and to create bookings for the work to be carried out

Customer Service Advisor (Aftersales)

Mercedes Benz Of Giffnock
07.2019 - 09.2020
  • Greeting customers as they come into the showroom and confirming the work their vehicle is booked in for
  • Keeping customers updated on the progress of their car throughout the day whether it be a text message, phone call or email
  • Greeting walk-in customers and organising the best way for them to get their car looked at whether it be finding a slot for them that day or booking a date in the diary that is suitable for them
  • Taking payment from customers when they come in to pick their vehicle up and going over the paperwork they are receiving
  • Upselling products such as service care plans and parts

Sales Customer Assistant

Mercedes Benz Of Giffnock
05.2019 - 07.2019
  • Welcome customers when they came in to view the cars
  • Show them in and around the car they were interested in before taking them for a test drive
  • Pass the customer onto a sales consultant for the sale of the car
  • Organise the pitch and make sure the prices were correct on the car

Customer Service Advisor

Teleperformance
03.2017 - 01.2019
  • Required to use multiple computer system along with Microsoft programmes in order to access customers accounts whilst on call with them
  • Required to complete DPA with each customer before answering their query
  • Required to take payments from customers when requested as well as provide any information on their student loan they may need

Safety Stewards

G4S Secure Solutions
04.2015 - 05.2017
  • Checking customer tickets
  • Make sure customers enter/exit event premises in a safe and secure manner

Skills

  • Data entry proficiency
  • Customer Service
  • Account management
  • Complaint resolution
  • Client rapport
  • Cultural awareness
  • Interpersonal communication
  • Conflict Resolution

Affiliations

  • Reading - Anything bookish and I can talk for days!
  • Cars - I'm a big British Touring Car fan and enjoy watching each of the meetings with my boyfriend, we go to Knockhill each year to see it too.
  • Animals - I'm a massive animal lover and have a little ginger cat called Jack that I absolutely adore.

Timeline

Service Advisor

Henry's Honda
04.2022 - Current

Aftersales Advisor

Lookers Glasgow BDC
01.2021 - 03.2022

Customer Service Advisor (Aftersales)

Mercedes Benz Of Giffnock
07.2019 - 09.2020

Sales Customer Assistant

Mercedes Benz Of Giffnock
05.2019 - 07.2019

Customer Service Advisor

Teleperformance
03.2017 - 01.2019

Safety Stewards

G4S Secure Solutions
04.2015 - 05.2017

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Kirsty Madden