Melliner Lawrence

Promoted from service advisor to workshop controller, leading team effectively.

Enhanced workshop efficiency by implementing robust management practices.

• Increased productivity through strategic delegation based on technicians' skills.
• Coordinated with technicians to ensure delivery of high-quality services.
• Established strong client relationships, significantly improving customer retention rates.
• Developed cost-effective operational strategies, reducing unnecessary expenses without sacrificing quality.
• Guided workshop staff in achieving service and productivity targets through motivation and training.
• Monitored staff performance on a regular basis, providing constructive feedback where necessary.
• Resolved customer complaints promptly; contributed towards maintaining positive brand image.

Delivered exceptional customer service by accurately identifying customer needs.

• Upsold products and services, generating additional sales opportunities.
• Built rapport with customers to foster long-term relationships.
• Responded promptly to inquiries, providing knowledgeable support.
• Coordinated with technicians to ensure quality of service delivery.
• Processed payments accurately, minimising errors in transactions.
• Informed customers about service updates and scheduling changes.
• Managed challenging situations to enhance resolution and customer retention.
• Managing and organising personal diary on RTC , Seeing in 50 customers on average per week.

Promoted - Senior Case Handler at Cargiant

My Job role as a Senior Case Handler requires me to complete solicitor letters , process court claims and attend court for each case .

Prevent cases from going to court /financial ombudsman services .

Completed on average 60-70 emails a day -Total 1,000 emails a month

ADR (Alternative dispute resolution) and Financial Ombudsman's complaints - As a senior case Handler I will take on each case received from FOS ,ADR , trading standards to resolve each case and come to a fair outcome for both the customer and our company (Cargiant) making sure the outcome is in favour of the company.

Liaising with finance companies via email to fight cases .

Overseeing senior advisors and advisors performance , providing advice on situations they may struggle with and taking on cases that needs to be escalated to assure the best customer service is provided.

• Provided case advice to clients, managing expectations and explaining case processing timelines.
• Achieved positive case outcomes through careful case management.
• Followed up on all client requests and verified resolution.
• Kept clients well-informed of claim updates and case progress.
• Handled all case and communications within established service level agreements.
• Completed tasks within specified timeframes and confirmed information shared between relevant internal and external parties and customers.

Cargiant is a very fast pasted environment , with over 100 vehicles returned a week for repairs .

I manage customer service complaints in a very positive and professional manner at all times no matter the situation you always have to put the customers needs first .

On a day to day basis , I over see and mentor service advisors to assure they are providing the best customer service at all times.

• My duty is to assist the advisors with very difficult complaints, authorising repairs above their spend limit and assuring they are hitting their targets and always assisting to improve there customer service skills/targets etc.
• I take manager call backs , which means if an advisor is unable to deal with a complaint I will call the customer as senior member of staff to help keep the customer in the deal or find solutions to resolve the customers complaint or helps service controllers outside if a customer wants to speak to a manager on site , arrange meetings with a customers to go through their concerns .
• I also helps advisors to answer 100s of calls coming in a day to book customers in for repair , allocating loan cars , creating loan agreements and
• liaising with the parts/workshop department for updates assuring the customer is always happy with my service and solutions.
• I also am in charge of finance company disputes , which means I liaise with finance company across the UK with regards to the vehicles condition this includes :
• Providing timeline of events from the start of the purchase date of the vehicle to current .
• Arranging the return of the advance back to the finance company under the consumers right act 2015 if the customer if entitled to reject the vehicle.
• Liaising with finance companies via email to fight the case if the customer is not entitled to reject the vehicle for wear and teams /serviceable items.

I am in charge of authorising repairs using any outside contractors such as Halfords auto centres, main dealers, exhaust, tyre & Vat registered MOT centres and any other recommended repair specialist .

My knowledge of the consumers right act 2015 is very crucial as Cargiant customers are deemed as retail .

If something is not sold to satisfactory quality or fit for purpose a customer would be entitled to a rejection under that law . Consumers right act is used around every sale and retail aspect its good knowledge to have because a consumer who’s buying a product can use this against a company if they believe they have been mis sold .

• I’ve taken up to 90 calls a day whilst also dealing with 30 emails that we have come through to our queues .

Over all most importantly , maintaining customer relations keeping a smile and going above and beyond, remaining calm and professional at all times to keep customers happy is my main aim and to also achieve this goal for the business with my colleagues with teamwork .

Epsom - After sales/ service receptionist.

At the beginning of the day I would check customers in for service, mot or repairs and hand them over to one of our service advisors.

• Responsible for answering telephone calls promptly and in an appropriate manner answering all queries to the best of my ability .
• Update customers to advise if their vehicle was ready for collection, make any changes bookings , mobile numbers, address , if it is not correct on the system or book vehicles in for repair.
• I Resolved all customer complaints in a professional manner whilst prioritising customer satisfaction and always have excellent phone etiquette

At Brooklands , I assisted customers by going through ins and out of Mercedes vehicle specifications, on the road price, different packages, Mileage, miles per gallon etc .

• Access to keys to show customers around the car they was interested to buy. My product knowledge convinced customers to purchase a vehicle .

Most important is building relationships with customers and the community to promote long-term business growth.

Harrods is all about being 100% exceptional and outstanding & I am proud to say that my hard work and motivation was welcomed into harrods to drive what they are most passionate about. I worked with a lot of inspiring people whilst being with harrods , from amazing tourists to celebrities who visited the store.

• I made sure every customer had an exceptional greeting , having an exceptional shopping experience with myself.
• Style my clientele's from head to toe for an event, meeting, party wedding etc.
• I handled transactions between 0 -£50,000 or more which means I am able to process larger sums of money with accuracy.
• I always remember team work is key, Im excited to add my luxury experience to my future jobs.

At Boux avenue I provided excellent customer service by being very confident with my product knowledge as this gave me the courage to sell my products to each customer.

By maintaining customers relations, at the till point I was very welcoming with a smile assuring conversations was had to make customers feel welcome at all times .

• Gift wrap customers items , carrying out VIP sign ups to make it a memorable experience for the customer.
• Excellent stock room knowledge , taking care of delivery stock , replenishing steamed items , boxing products and re-ordering low stock items.

Most importantly , Increased positive customer interaction by cultivating lasting working relationships by asking open-ended questions to assess and cater to individual needs.