Neil Rana
Milton Keynes,Buckinghamshire
Summary
Customer-focused operations professional with over 10 years' experience across fleet management, automotive aftersales, customer service, and operational leadership. I enjoy improving processes, solving complex problems, and making life easier for both customers and colleagues. Throughout my career I've built a reputation for delivering exceptional customer experiences, developing new team members, and introducing practical solutions that improve efficiency. Having progressed from Senior VUE Executive to Aftersales Manager at Ayvens, I'm recognised for taking ownership, building strong relationships, and consistently delivering results in fast-paced, high-pressure environments. My customer service calls are used as training material for new starters, I've received multiple 5-star Trustpilot reviews, and I've twice been awarded Customer Service of the Year.
Overview
16
16
years of professional experience
Work History
Aftersales Manager
Ayvens
2025.06 - Current
- Developed and implemented aftersales strategies to improve post-contract vehicle operations.
- Investigated and resolved complex customer complaints while ensuring compliance with BVRLA and Financial Ombudsman Service standards.
- Conducted detailed root cause analysis to support goodwill decisions and customer redress.
- Resolved warranty disputes using OEM guidelines to improve customer outcomes and reduce resolution times.
- Analysed service delivery data to identify recurring issues and provide targeted repair guidance to dealer networks.
- Negotiated compensation with suppliers for defective components while maintaining strong commercial relationships.
- Designed and implemented an Excel-based vehicle rejection workflow, improving the management and prioritisation of cases across multiple departments.
- Worked closely with senior leadership to improve operational processes and customer outcomes.
- Customer service calls selected as training material for new starters due to consistently high standards of customer care.
- Received multiple 5-star Trustpilot reviews for outstanding customer service.
- Awarded Customer Service of the Year twice.
Senior VUE Executive
Ayvens
2021.04 - 2025.06
- Managed daily fleet utilisation and maintained accurate operational records.
- Coordinated vehicle bookings across independent and franchised dealer networks.
- Improved fleet efficiency through effective scheduling and operational planning.
- Liaised with dealerships to expedite repair approvals and minimise vehicle downtime.
- Worked alongside leadership teams to onboard and train new starters.
- Coached junior colleagues on booking systems and operational procedures to reduce errors and improve productivity.
Service Advisor
Trust Ford
2020.09 - 2021.03
- Managed customer enquiries relating to servicing, repairs and warranty claims.
- Communicated effectively with technicians to provide customers with accurate progress updates.
- Processed vehicle bookings, customer payments and warranty documentation.
- Liaised with parts suppliers to manage stock availability and minimise delays.
Call Centre/Customer Service Manager
Veetec Motor Group Hayes
2016.02 - 2020.08
- Managed contact centre performance through KPI, SLA and service reporting.
- Reviewed management information to identify trends and drive operational improvements.
- Implemented customer service processes and performance frameworks.
- Worked with senior management and insurance partners to improve customer experience.
- Conducted root cause analysis to reduce complaints and improve service quality.
- Led and motivated teams to consistently achieve operational targets.
Night Shift Team Member
Tesco PLC
Dunstable
2013.01 - 2015.08
- Delivered excellent customer service while maintaining store standards.
- Managed stock replenishment and inventory accuracy.
- Prepared hospitality requirements and maintained compliance with Health & Safety standards.
General Assistant
Film Medical
Park Royal
2010.11 - 2012.10
- Prepared equipment for Film and Television productions.
- Managed stock control and maintenance requirements.
- Supported customers through face-to-face and online enquiries.
- Ensured production equipment was prepared and available to strict deadlines.
Education
B-Tec Business -
Isleworth and Syon School For Boys
2010-07
10 GCSES - grades A - C
Isleworth and Syon School For Boys
2009-07
Skills
- Fleet Operations
- Process Improvement
- Customer Experience
- Operational Leadership
- Complaint Resolution
- BVRLA & Financial Ombudsman Service Compliance
- Root Cause Analysis
- Warranty & Claims Management
- Supplier Negotiation
- Stakeholder Management
- Performance Reporting
- Data Analysis
- Advanced Microsoft Excel
- Microsoft Office
- KPI & SLA Management
- Coaching & Mentoring
- Continuous Improvement
- CRM & Fleet Management Systems
Accomplishments
- Awarded Customer Service of the Year twice for consistently delivering exceptional customer experiences.
- Received multiple 5-star Trustpilot reviews in recognition of outstanding customer service.
- Customer service calls selected as training material for new starters due to consistently high standards of professionalism and communication.
- Designed and implemented an Excel-based vehicle rejection triage process, improving case tracking and workflow efficiency across multiple departments.
- Promoted from Senior VUE Executive to Aftersales Manager through consistent high performance and leadership.
- Trained, coached and mentored new starters and junior colleagues, improving confidence and reducing operational errors.
Timeline
Aftersales Manager
Ayvens
2025.06 - Current
Senior VUE Executive
Ayvens
2021.04 - 2025.06
Service Advisor
Trust Ford
2020.09 - 2021.03
Call Centre/Customer Service Manager
Veetec Motor Group Hayes
2016.02 - 2020.08
Night Shift Team Member
Tesco PLC
2013.01 - 2015.08
General Assistant
Film Medical
2010.11 - 2012.10
B-Tec Business -
Isleworth and Syon School For Boys
10 GCSES - grades A - C
Isleworth and Syon School For Boys