Sandra Stephenson
Houghton le Spring,COUNTY DURHAM
Summary
Customer service and rental operations professional with experience in front-desk, valeting, and driving duties at Practical Car and Van Rental. Manages customer enquiries, rental agreements, and vehicle logistics with accurate, timely execution. Proven record maintaining service standards in fast-paced environments across multiple roles.
Overview
1
1
Language
34
34
years of professional experience
Work History
Customer Service Representative
NORTHGATE INSURANCE SERVICES LIMITED
PETERLEE, COUNTY DURHAM
02.2023 - Current
- Answered inbound calls and responded to customer queries accurately, enhancing customer experience. Update customer and case files during active call handling. Liaise with insurance companies, vehicle repairers, and vehicle hire branches. Shared progress updates to ensure timely responses, contributing to customer satisfaction. Completed 6-month secondment in admin and post room, supporting operational efficiency. Scan incoming post, allocate items, and file them to records. Action DVLA check emails to keep cases moving. Run the franking machine and weigh post for compliant dispatch.
- Enhanced customer satisfaction by promptly resolving service issues through effective communication.
- Assisted customers with product-related questions, feedback and complaints.
- Answered inbound calls and responded to customer queries accurately, enhancing customer experience.Update customer and case files during active call handling.Liaise with insurance companies, vehicle repairers, and vehicle hire branches.Shared progress updates to ensure timely responses, contributing to customer satisfaction.Completed 6-month secondment in admin and post room, supporting operational efficiency.Scan incoming post, allocate items, and file them to records.Action DVLA check emails to keep cases moving.Run the franking machine and weigh post for compliant dispatch.
Hiredesk/valeter/ driver
Practical car and van rental
09.2022 - 01.2023
- Performed cleaning and desk support tasks across various depots each day. Transported vehicles between depots to ensure operational coverage. Managed customer emails, phone calls, and on-site service requests to address client needs.
- Used safe driving practices at all times when operating vehicles.
- Delivered goods and services to customers on time and made sure they were in excellent condition.
- Collected and delivered goods and materials.
Customer Service experience Advisor
Steer Automotive Group
Washington
12.2021 - 08.2022
- Resolved client queries and concerns promptly, demonstrating commitment to exceptional customer service.
- Coordinated email updates on vehicle recovery, keeping customers informed upon repair completion.
- Worked closely with junior advisors, mentoring them on best practices and advanced financial planning techniques.
- Continuously updated professional knowledge through CPD activities, staying ahead of regulatory changes and industry trends.
HIREDESK/DRIVER/VALETER
Practical Car and Van Rental
Washington
08.2018 - 12.2021
- Managed hire depot operations, handling customer enquiries, hire agreements, and coordinating vehicle transfers between depots while driving and inspecting vehicles for damage, completing necessary paperwork, and ordering supplies.
- Practised safe driving techniques while operating vehicles to ensure safety.
- Delivered goods and services to customers on time and made sure they were in excellent condition.
- Collected and delivered goods and materials, ensuring timely arrival and proper condition.
Receptionist
Annabelle's
Newcastle upon Tyne
04.2000 - 12.2016
- Provided switchboard support for 6 months during sickness cover at British Engines, maintaining communication flow.
- Developed interpersonal skills through engagement with diverse clients and learning various switchboard systems.
- Managed holiday cover at Metnor Construction for 2-week placement, ensuring continuity of operations.
Service Advisor
Tyneside Leisure world
Birtley
02.2016 - 06.2016
- Booking in services for customers phone/face to face
- Greeting customer checking caravans in.
- Hire desk, phone calls arranging hires, checking out vehicles and also valeting them to high standard, running own depot, visa and cash transactions, checking emails and website bookings.
- Visa transactions and payments
- Identified and procured necessary parts for repairs
- Setting up jobs for technicians
- Feb 22ND -June 7th 2016
Xmas Casual Royal Mail
Royal Mail
11.2015 - 12.2015
- Sorted parcels and mail efficiently in a fast-paced environment.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Rental Administrator
Northgate Vehicle Rental
05.2008 - 08.2015
- Prepared rental agreements, facilitated email communication, and organised rentals with partners nationwide to streamline operations.
- Greeted customers at the rental desk, addressing rental enquiries to enhance customer experience.
- Answered rental enquiries on the phone, providing clear and friendly guidance to foster positive relationships.
Sales administrator and Receptionist
Gainmanor Fiat/Hyundai
08.2007 - 05.2008
- Handled customer enquiries, providing product advice and resolving issues to ensure continued customer satisfaction.
- Maintained high levels of customer satisfaction by delivering helpful, polite, and friendly service throughout phone interactions.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Managed front-of-house reception duties and coordinated marketing mail shots, enhancing franchise visibility.
Licensee
03.2007 - 08.2007
- Managed public house operations, preparing bar for opening and serving drinks and food to customers.
- Handled cleaning, stock ordering, shift rotas, and wage management, including staff interviews and disciplinary procedures.
- Managed complaints with calm, clear communication and problem-solving.
- Collaborated with team members to meet and exceed performance targets.
- Maintained clean, safe working environments to eliminate accident risks.
Reception Supervisor
Hodgson Newcastle
Newcastle upon Tyne
10.2000 - 08.2007
- Oversaw two reception areas in Newcastle and Gateshead, ensuring smooth operations and exceptional customer service.
- Managed busy switchboard, efficiently routing calls to relevant departments to ensure timely communication.
- Relayed messages from callers to reception teams to ensure accurate communication.
- Developed reception rotas to optimise staffing coverage during garage business hours.
- Trained new reception staff to support handovers.
- Interviewed new staff and reviewed submitted CVs for fit.
- Filed service department job cards, invoices, and warranty cards.
Sales Administrator
Patterson Ford
08.2006 - 03.2007
- Handled customer enquiries, offering product advice and resolving issues to maintain satisfaction.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Maintained excellent customer satisfaction by staying helpful, polite and friendly throughout phone calls and other interactions.
- Verified accuracy of delivery notes to ensure correct processing.
Assembly Worker/Reception/HR
Valeo Security Systems
01.1993 - 04.2000
- Worked as assembly worker at Valeo for 7 years, producing car locks for multiple vehicle makes, including Rover, Volvo, and Ford spares.
- Applied for and secured permanent receptionist position after attending interview.
- Assisted in reception training by learning procedures and protocols, operated the tannoy system, and managed reception desk during lunch and break times, ensuring smooth operations.
Education
NVQ Level 1 & 2 - Customer Service
HODGSON NEWCASTLE LIMITED
NEWCASTLESkills
- Valet operations
- Vehicle inspection
- Safe driving practices
- Guest and customer service
- Customer relationship management
- Communication skills
- Communications
Languages
English
Proficient
C2
Hobbies and interests
- LOVE OF ANIMALS ESPECIALLY HORSES AND DOGS. I OWN MY OWN HORSE AND HAVE RIDDEN FOR MANY YEARS AND ALSO HAVE TWO SHITSU DOGS.
Timeline
Customer Service Representative
NORTHGATE INSURANCE SERVICES LIMITED
02.2023 - Current
Hiredesk/valeter/ driver
Practical car and van rental
09.2022 - 01.2023
Customer Service experience Advisor
Steer Automotive Group
12.2021 - 08.2022
HIREDESK/DRIVER/VALETER
Practical Car and Van Rental
08.2018 - 12.2021
Service Advisor
Tyneside Leisure world
02.2016 - 06.2016
Xmas Casual Royal Mail
Royal Mail
11.2015 - 12.2015
Rental Administrator
Northgate Vehicle Rental
05.2008 - 08.2015
Sales administrator and Receptionist
Gainmanor Fiat/Hyundai
08.2007 - 05.2008
Licensee
03.2007 - 08.2007
Sales Administrator
Patterson Ford
08.2006 - 03.2007
Reception Supervisor
Hodgson Newcastle
10.2000 - 08.2007
Receptionist
Annabelle's
04.2000 - 12.2016
Assembly Worker/Reception/HR
Valeo Security Systems
01.1993 - 04.2000
NVQ Level 1 & 2 - Customer Service
HODGSON NEWCASTLE LIMITED