Summary
Overview
Work history
Education
Skills
Additional Qualifications
Affiliations
Accomplishments
Timeline
CustomerServiceRepresentative

Mark Winwood

Towcester,Northamptonshire

Summary

Driven and aspiring professional with talent for team leadership and problem-solving in automotive and technical engineering environments. Proficient in managing service operations and delivering top-notch customer service. Committed to enhancing service efficiency and customer satisfaction. Seasoned professional in customer service management within the automotive industry. Career focus on enhancing customer satisfaction and loyalty. Key skills include strategic planning, process optimisation, and staff coaching.

Overview

26
26
years of professional experience

Work history

Customer Support Manager

Racelogic Ltd.
Buckingham, Buckinghamshire
12.2021 - 09.2025
  • Advanced from Customer Support Coordinator to take charge of all customer service functions across four regional offices worldwide.
  • Managed and developed team of eight support technicians to achieve high-level customer satisfaction.
  • Improved customer satisfaction ratings to over 96%.
  • Conducted staff appraisals and performance reviews to foster professional development.
  • Developed tools that improved efficiency and quality of customer support services.
  • Attracted and integrated new personnel into customer support team.
  • Introduced best practices, ensuring consistent quality in service delivery.
  • Upheld company standards through rigorous quality control procedures.

Customer Support Coordinator

Racelogic Ltd.
Buckingham, Buckinghamshire
01.2018 - 12.2021
  • Advanced from Customer Support Technician role to this position.
  • Led team of six support technicians, providing superior technical assistance to Racelogic customers worldwide.
  • Supervised weekly resolution of 60+ support tickets
  • Managed quality control of support services from US and German offices.
  • Applied in-depth expertise in motor sport and automotive fields to sustain high support levels.

Technical Support Engineer

Racelogic Ltd.
Buckingham, Buckinghamshire
03.2015 - 12.2017
  • Provided worldwide technical support to customers and distributors, enhancing user experience.
  • Handled 25+ support tickets personally on weekly basis.
  • Created and updated technical documentation for full product line, ensuring clarity.
  • Supported customers on-site during motorsport events to address technical issues.
  • Engaged in product testing phases, overseeing progression from concept to final sign-off.
  • Worked alongside design teams to refine hardware and software functionalities.

Warranty Systems & Technical Support – Central Warranty Team

Triumph Motorcycles Ltd.
Hinckley, Leicestershire
03.2012 - 03.2015
  • Provided warranty guidance and technical support to 11 Triumph global subsidiaries and several private distributors worldwide.
  • Produced comprehensive reports based on analysis of warranty data and market feedback for internal stakeholders.
  • Coordinated with Quality and Manufacturing departments to improve processes via warranty insights.
  • Strengthened analytical skills and problem-solving abilities through extensive project involvement across varied markets.

Director

Winwood School of Motoring Ltd.
Towcester, Northamptonshire
03.2008 - 03.2012
  • Completed qualifying exams to obtain Department of Transport Approved Driving Instructor status in March 2008.
  • Engaged part-time in family business, originally established in 1955 and revitalised in 1997.
  • Assumed full-time directorial role post-redundancy, overseeing advertising campaigns, accounts, and customer databases.
  • Developed strong interpersonal skills through training delivery to diverse audiences.

Technical Service Advisor

Kawasaki Motors Europe N.V.
Bourne End, Buckinghamshire
08.2004 - 08.2009
  • Managed telephone support for customers and Kawasaki UK dealer network.
  • Evaluated warranty claims from UK dealers, assisting with technical inquiries and grievances.
  • Created service reports, informing factory of specific issues and manufacturing defects.
  • Strengthened after-sales standards by building rapport with dealership staff.
  • Executed dealer warranty audits, maintaining high Kawasaki service standards.
  • Traversed UK extensively to engage directly with dealers.

Warranty and After Sales Advisor

Ducati UK Ltd
Milton Keynes
06.2003 - 08.2004
  • Managed warranty claim processes for Ducati UK dealer network.
  • Pro-actively worked to resolve parts supply issues to maintain operational efficiency.
  • Handled serious customer complaints and dealer disputes with tactful communication.
  • Refined customer handling abilities through effective problem-solving techniques.
  • Attended shows and events providing in person technical advice.

Service Advisor

Wollaston Motors Ltd
Northampton, Northamptonshire
01.2003 - 06.2003
  • Promoted from Reservations Advisor position.
  • Handled up to 20 service customers daily, ensuring timely vehicle readiness and completion of all work.
  • Utilised Kerridge system to manage customer interactions and service operations.
  • Coordinated parts ordering to guarantee availability and accuracy.
  • Maintained constant communication with customers regarding vehicle progress.

Reservations Advisor

Wollaston Motors Ltd
Northampton, Northamptonshire
01.2002 - 01.2003
  • Managed retail bookings for workshops, optimising time allocation using Kerridge system.
  • Executed various administrative tasks within service department under pressure.
  • Handled up to 70 vehicles and 120 phone calls daily, ensuring efficient operations.

Aftersales Assistant

Acre Lane Garage Ltd
Northampton, Northamptonshire
05.1999 - 04.2001
  • Managed parts operation to ensure efficient stock levels and order processing using manual and EPC systems.
  • Coordinated bookings for car servicing and ordered necessary parts for repairs.
  • Provided parts support to trade customers, enhancing service delivery.
  • Staffed dealership independently on Sundays, supporting sales operations.
  • Engaged with potential customers, offering test drives and calculating vehicle valuations.
  • Assisted customers in identifying needs and provided comprehensive product information.

Education

Certificate in Management & Leadership - Management Training

Hansen Beck
London
03.2024 - 08.2024

Microsoft Excel Advanced - IT

INIT Learning
Milton Keynes
04.2018 -

Certificate in Principles of Customer Service - Customer Service

NCFE Level 2
Milton Keynes
03.2017 - 07.2017

Approved Driving Instructor - Driver Education

Department of Transport
London
03.2008 -

GCSE -

Sponne School
Towcester, Northamptonshire

Skills

  • Motivational leadership
  • CRM systems expertise
  • People management
  • Performance evaluation
  • Talent assessment
  • KPI development and tracking
  • Quality control
  • Technical product knowledge
  • HR procedures

Additional Qualifications

  • I have reached Grade 3 of The Associated Board of the Royal Schools of Music for the piano.
  • Full, clean UK car and motorcycle licences.
  • In March 2008 I qualified as a Department of Transport Approved Driving Instructor.
  • In motorsport I have gained a Race National licence issued by Motorsport UK.

Affiliations

  • A keen motorsport competitor and I have participated in circuit racing, sprints and hillclimbs
  • I enjoy riding motorcycles and almost anything else with an engine! I spend lots of time maintaining and repairing my cars and motorcycle.
  • I enjoy socialising and meeting new people.
  • Competitive sport of all types interests me.

Accomplishments

    Associated Board of the Royal Schools of Music - Piano Grade 3 with Merit

    Contributed to Driver61 Motorsport recruitment strategy development

Timeline

Certificate in Management & Leadership - Management Training

Hansen Beck
03.2024 - 08.2024

Customer Support Manager

Racelogic Ltd.
12.2021 - 09.2025

Microsoft Excel Advanced - IT

INIT Learning
04.2018 -

Customer Support Coordinator

Racelogic Ltd.
01.2018 - 12.2021

Certificate in Principles of Customer Service - Customer Service

NCFE Level 2
03.2017 - 07.2017

Technical Support Engineer

Racelogic Ltd.
03.2015 - 12.2017

Warranty Systems & Technical Support – Central Warranty Team

Triumph Motorcycles Ltd.
03.2012 - 03.2015

Approved Driving Instructor - Driver Education

Department of Transport
03.2008 -

Director

Winwood School of Motoring Ltd.
03.2008 - 03.2012

Technical Service Advisor

Kawasaki Motors Europe N.V.
08.2004 - 08.2009

Warranty and After Sales Advisor

Ducati UK Ltd
06.2003 - 08.2004

Service Advisor

Wollaston Motors Ltd
01.2003 - 06.2003

Reservations Advisor

Wollaston Motors Ltd
01.2002 - 01.2003

Aftersales Assistant

Acre Lane Garage Ltd
05.1999 - 04.2001

GCSE -

Sponne School

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