Ricardo Martins
RADLETT,Hertfordshire
Summary
Experienced automotive professional with extensive expertise in vehicle maintenance, repair scheduling, and workshop operations. Demonstrates proficiency in Kerridge and 1link Service Network software, enhancing service estimates and customer retention strategies. Skilled in managing courtesy car fleets and delivering exceptional aftersales service, while fostering strong customer relationships through effective negotiation tactics and complaint resolution. Committed to staff education and training to ensure high-quality service orientation and customer care.
Overview
5
5
years of post-secondary education
26
26
years of professional experience
Work history
SERVICE ADVISOR
MERCEDES BENZ SLOUGH
SLOUGH, BERKSHIRE
2019.11 - Current
- Kept abreast of the latest automobile technologies, enhancing ability to guide clients on car maintenance practices.
- Oversaw vehicle inspections, increasing safety measures.
- Coordinated with technicians to ensure quality of service.
- Improved customer satisfaction by providing timely and accurate information.
- Enhanced new business acquisition through strategic networking and lead generation.
- Built rapport with new and existing customers from diverse cultural backgrounds to maximise sales opportunities.
- Increased current product and service sales through knowledgeable customer advice.
- Maintained excellent knowledge of industry trends to remain ahead of competitors.
- Communicated with potential and existing customers in-person, over telephone and via webchat.
- Delivered exceptional customer service, addressing customer queries and handling customer complaints.
- Oversaw workflow and schedule of dealership to entail smooth process.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Informed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing car.
- Upsold products and services to customers to complement orders.
- Booked appointments and managed vehicle drop-off pick-up.
- Maintaining positive customer relationships to ensure repeat business.
SERVICE ADVISOR
MERCEDES BENZ COLINDALE
COLINDALE, LONDON
2011.12 - 2019.10
- Documented all services provided, maintaining comprehensive records.
- Managed challenging customer situations for resolution and customer retention.
- Improved customer satisfaction by providing timely and accurate information.
- Updated job knowledge regularly through continuous learning initiatives.
- Collaborated with team members for improved service performance,.
- Oversaw vehicle inspections, increasing safety measures.
- Utilised technical expertise to suggest appropriate solutions for vehicle issues.
- Worked closely with other departments within dealership for seamless operations.
- Streamlined service processes to increase efficiency.
- Consulted with mechanics for necessary repairs and provided cost estimates to customers.
- Notified customers about service changes or car pick-up schedules.
- Maintained excellent knowledge of industry trends to remain ahead of competitors.
- Built rapport with new and existing customers from diverse cultural backgrounds to maximise sales opportunities.
SERVICE ADVISOR
MERCEDES BENZ OF HERTFORD
Hertford, Hertfordshire
2006.01 - 2011.12
- Oversaw vehicle inspections, increasing safety measures.
- Improved customer satisfaction by providing timely and accurate information.
- Monitored stock of parts needed for repairs; eliminating any potential delays due to unavailability.
- Worked closely with other departments within dealership for seamless operations.
- Delivered excellent customer service by understanding and meeting their requirements.
- Coordinated with technicians to ensure quality of service.
- Recommended additional services to customers according to their needs, boosting sales opportunities.
- Collaborated with team members for improved service performance,.
- Conducted follow-ups post servicing; ensuring complete client satisfaction after repair or maintenance work.
SERVICE ADVISOR
MERCEDES BENZ OF HARPENDEN
HARPENDEN, HERTFORDSHIRE
2000.09 - 2005.12
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed customer orders with speed and accuracy.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Education
A-Levels - ENGLISH & MATHS
ST GEORGES
London 1981.09 - 1986.07
Skills
- Knowledge of vehicle parts
- Vehicle maintenance expertise
- Automotive repair understanding
- Repairs scheduling
- Automotive terminology
- Understanding workshop processes
- Customer Service
- Payment Processing
- Order processing
- Complaint resolution
- Staff education and training
- Customer retention
- Service estimates
- Kerridge ERP software
- Prestige car repairs
- Service orientation
- Greeting and seating customers
- Workshop operations
- Vehicle service bookings
- After-sales service
- Service plan upselling
- 1link Service Network software
- Exceptional aftersales service
- People Management
- Reception management
- Negotiation tactics
- Machine health checks
- Courtesy car fleet management
- Customer care
Affiliations
- walks and cycling, holidays
Languages
Portuguese
Proficient (C2)
Timeline
SERVICE ADVISOR
MERCEDES BENZ SLOUGH
2019.11 - Current
SERVICE ADVISOR
MERCEDES BENZ COLINDALE
2011.12 - 2019.10
SERVICE ADVISOR
MERCEDES BENZ OF HERTFORD
2006.01 - 2011.12
SERVICE ADVISOR
MERCEDES BENZ OF HARPENDEN
2000.09 - 2005.12
A-Levels - ENGLISH & MATHS
ST GEORGES
1981.09 - 1986.07