Marc Wilcock

Facilitated transition of Carshop to Sytner Select, aligning operations with Audi standards.

Oversaw retail workshop as Workshop Controller, ensuring efficient service delivery.

• Acquired knowledge of Audi systems, including R.T.C diary and ELSA diagnostics.
• Supported establishment of primary preparation hub for new and used Audi vehicles.

Managed customer satisfaction and resolved complaints through face-to-face, telephone, and online interactions.

Conducted thorough investigations into complaints, particularly for finance company issues such as SQD.

Collaborated with various departments to gather essential case histories and documentation.

Oversaw workshop diary management, confirming vehicle information and ordering parts prior to arrival.

Coordinated loan car diary outsourcing and managed internal communication with the contact centre.

Conducted road tests on vehicles post-inspection, ensuring quality control before sale display.

Executed daily operations as Workshop Controller, overseeing 25-35 customer cars efficiently.

Implemented health and safety inspections while completing job cards and warranty claim reports.

• Streamlined repair process protocols, enhancing workshop efficiency significantly.

Managed account portfolio, including previous, existing, and new accounts.

Monitored industry trends, technology, and pricing to address key business account needs.

Communicated effectively via phone, email, and in-store visits to foster relationships.

Served as Store Champion, strengthening interdepartmental connections for business customers.

Evaluated staff performance and contributions within Business department to enhance productivity.

• Coached and motivated team members to achieve required performance standards.

Promoted and sold Dyson products within Curry's stores, enhancing customer relationships.

Conducted staff training and resolved customer issues to improve service quality.

Oversaw Regional Development Manager role, discussing products and performance with store managers.

Managed team performance against KPIs during in-depth store visits.

Delivered live demonstrations of new sales techniques at National field sales meeting to 50 attendees.

Implemented air purifier filter comparison tool, increasing awareness and sales volume across 221 experts.

Achieved highest divisional sales for Dyson Supersonic hair dryer in October 2017.

Participated in retail roadshows, showcasing new products and best practices.

Achieved sales targets for new and second-hand Volkswagen passenger vehicles.

Cultivated customer loyalty through exceptional service, driving repeat business.

Enhanced customer engagement by delivering high-quality product demonstrations.

Resolved customer queries promptly, maintaining high satisfaction levels.

Monitored industry trends and improved product knowledge to inform sales techniques.

Achieved sales of Mercedes-Benz vehicles aligned with KPI performance targets and net promoter scores.

Demonstrated product knowledge and driving skills for high-value vehicles.

Completed customer and product training courses in the UK and Germany.

Attained 100% customer satisfaction and received promoter recognition.

Engaged with business and high-profile customers professionally and confidentially.

Converted an unused room into a product demonstration space to enhance sales effectiveness.

Facilitated sales of new and used Land Rover and Range Rover vehicles to enhance KPI achievement.

Demonstrated off-road vehicle handling skills to elevate customer experiences.

• Developed customer service skills levels 1 and 2 to improve satisfaction rates.

Attained 100% Net Promoter Score through exemplary customer service delivery.

Achieved 100% success in mystery shop evaluations.

Sold new and used Mercedes-Benz vehicles, consistently meeting key performance indicators.

Completed core skills training in sales and customer service to boost effectiveness.

Facilitated handover of 700 to 900 new and used vehicles monthly.

Managed a skilled team for handover and quality control, ensuring compliance with standards.

Conducted staff training and recruitment to enhance team performance.

Resolved customer complaints efficiently, demonstrating adaptability in dynamic situations.

Coordinated with departments to ensure seamless vehicle collection for customers.

Implemented relocation of handover section to optimise process effectiveness and sales integration.