Summary
Overview
Work history
Education
Skills
Accomplishments
Certification
Timeline
Generic

Nicole Macfarlane

Bargoed,Caerphilly County Borough

Summary

Professional Aftersales Manager with extensive automotive industry and customer service experience, recognised for effective leadership and commitment to continuous improvement. Demonstrated success in team management, coaching, and recruitment, leading to enhanced performance and customer retention. Proficient in dispute resolution, budget control, and brand representation, ensuring compliance with health and safety standards. Focused on implementing strategic initiatives to strengthen customer relationships and promote sustainable growth.

Overview

8
8
years of professional experience
1
1
Certification

Work history

Aftersales Manager

The Trade Centre Group
Abercynon, Rhondda Cynon Taf
04.2024 - Current
  • Ensure customers receive excellent service and resolve complaints and issues effectively to maintain satisfaction and loyalty.
  • Lead, coach, and motivate after-sales staff, including service advisors, technicians, and call advisors, to achieve departmental goal.
  • Inspire and retain staff by creating a positive, motivating, and collaborative work environment, often using incentive schemes to reward strong performance.
  • Manage the day-to-day operations of the service, call centre and workshop to ensure efficient processes.
  • Foster strong customer relationships and support team members in meeting their goals.
  • Managing budgets to maintain company revenue.
  • Track key performance indicators (KPIs), monitor calls for quality, and identify areas for improvement in staff performance.
  • Hire, train, and develop call centre agents, conducting performance reviews, identifying training needs, and motivating staff.
  • Handle and resolve the most complex customer complaints and inquiries that require escalated attention.
  • Ensuring exceptional post-sale customer satisfaction.
  • Plan and implement strategies to improve the aftersales and call centre processes, identifying opportunities for enhancement and efficiency.
  • Ensure that all activities adhere to company policies and procedure along with data protection and consumer rights laws.
  • Conducting weekly reports for the directors.
  • Enforce safety regulations to reduce workplace accidents.
  • Collect and analyse customer feedback, satisfaction scores, and market trends to identify areas for improvement.

Assistant Aftersales Manager

The Trade Centre Group
Abercynon, Rhondda Cynon Taf
11.2023 - 04.2024
  • Assisted in managing aftersales processes to ensure customer satisfaction and loyalty.
  • Managed service appointments and maintained accurate records of customer interactions.
  • Coordinated with technicians to ensure quality of service.
  • Managed challenging customer situations for resolution and customer retention.
  • Improved customer satisfaction by providing daily and accurate vehicle updates
  • Delivered exceptional customer service, addressing customer queries and handling customer complaints.
  • Assisted in managing daily operations of call centre to ensure smooth workflow.

Senior Aftersales Advisor

The Trade Centre Group
Abercynon, Rhondda Cynon Taf
12.2022 - 11.2023
  • Resolved customer complaints promptly, enhancing overall service quality and client retention.
  • Trained new team members on best practices for aftersales service and customer engagement.
  • Maintained accurate records of customer interactions.
  • Maintained daily reports and ensured these were accurate.

Aftersales Front of House Service Advisor

The Trade Centre Group
Abercynon, Rhondda Cynon Taf
12.2019 - 12.2022
  • Provided exceptional customer service by addressing inquiries and resolving issues promptly.
  • Coordinated service appointments and ensured effective communication between customers and technicians.
  • Maintained an organised front of house area to create a welcoming environment for customers.
  • Managed challenging customer situations for resolution and customer retention.
  • Built rapport with customers, enhancing long-term relationships.
  • Documented all services provided, maintaining comprehensive records.
  • Handled administrative tasks for effective service delivery.
  • Maintaining positive customer relationships to ensure repeat business.
  • Recorded details regarding car issues to maintain proper documentation.
  • Booked appointments and managed vehicle drop-off pick-up.
  • Greeted customers on their arrival for appointments.
  • Kept customers updated daily on the vehicle repairs.
  • Liaised with third parties and arranged appointments.

Aftersales Call Advisor

The Trade Centre Group
Abercynon, Rhondda Cynon Taf
03.2018 - 12.2019
  • Managed inbound customer calls to resolve queries and ensure satisfaction.
  • Assisted customers in understanding aftersales products services available.
  • Documented customer interactions accurately.
  • Provided feedback to management on recurring customer concerns for process improvement.
  • Trained new team members on best practices for customer service and communication.
  • Collaborated effectively with colleagues, fostering a positive work environment.
  • Maintained up-to-date knowledge of legislation and policy changes.

Education

Diploma of Higher Education - Theatrical and Media Makeup

Crosskeys College
Crosskeys, Caerphilly County Borough
/2004 - /2009

GCSEs -

Blackwood Comprehensive
Blackwood, Caerphilly County Borough
/2000 - /2004

Skills

  • Automotive industry experience
  • Microsoft Office proficiency
  • Superb time management
  • Team oversight
  • Coaching and mentoring
  • Continuous improvements
  • Performance monitoring
  • Brand representation
  • Dispute handling
  • Customer retention
  • Customer rapport
  • Recruiting and hiring
  • Aftersales budget control
  • Excellent communication skills
  • Compelling leadership skills
  • Strategies and goals
  • Health and Safety Compliance

Accomplishments

Over the years I have received employee of the month multiple times and various awards for highest call handler and customer service skills.

Certification

First Aid Certificate

Timeline

Aftersales Manager

The Trade Centre Group
04.2024 - Current

Assistant Aftersales Manager

The Trade Centre Group
11.2023 - 04.2024

Senior Aftersales Advisor

The Trade Centre Group
12.2022 - 11.2023

Aftersales Front of House Service Advisor

The Trade Centre Group
12.2019 - 12.2022

Aftersales Call Advisor

The Trade Centre Group
03.2018 - 12.2019

Diploma of Higher Education - Theatrical and Media Makeup

Crosskeys College
/2004 - /2009

GCSEs -

Blackwood Comprehensive
/2000 - /2004

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Nicole Macfarlane