- Motorsport Photographer I've been involved with a racing team for a few years and have trained a number of amateur photographers giving them an insight to the world of team racing
- Football Newcastle Utd Fan
- Movies
- walking
STEPHEN GARDNER
Flitwick,Bedfordshire
Summary
Customer-focused sales and service leader known for improving customer satisfaction, supporting staff development, and solving problems quickly. Career highlights include leading teams, training partners, and delivering a record 64-car sales month through strong organisation, communication, and customer care.
Overview
41
41
years of professional experience
Work History
Customer Service Representative
Volvo Trucks south & east
Bedford, Bedfordshire
01.2024 - Current
- Managed inbound customer service calls, effectively addressing queries and complaints.
- Answered customer service enquiries efficiently and accurately, ensuring adherence to approved procedures.
- Resolved service issues swiftly, enhancing customer satisfaction and loyalty.
- Provided first-class customer service by anticipating and catering to needs.
- Handled incoming telephone calls promptly to minimise waiting times.
- Replied to customer emails with accurate, professional responses.
- Followed up customer interactions to provide additional support.
- Built rapport with customers through courteous, professional communications across channels.
- Established positive rapport with customers through multiple communication channels.
- Remained calm under pressure when handling customer complaints and problems.
- De-escalated negative correspondence to achieve positive outcomes.
- Maintained accurate records of customer interactions, noting enquiries, comments, resolutions.
- Monitored customer satisfaction metrics, identifying trends and action areas.
- Led weekly team meetings to review performance metrics and coach improvement.
- Received calls and redirected enquiries to relevant departments for seamless care.
Sales Assistant
Waitrose & Partners
Hitchin
12.2012 - Current
- Assisted customers in selecting products, offering detailed advice to meet their needs.
- Handled customer enquiries, providing prompt responses to questions about products and services.
- Maintained neat and organised shelves through effective visual merchandising techniques.
- Progressed from part-time driver for home delivery service to full-time shop floor role, demonstrating commitment and adaptability. Ensured optimal presentation and compliance of fruit and veg department by consistently stocking shelves and monitoring product dates for freshness. Monitoring stock levels and making sure the level of stock is right as not to create wastage. Trained partners on display standards and legislative requirements. Handled daily customer interactions, addressing complaints and enquiries to enhance customer satisfaction.
Driving instructor
Self Employed
Luton, Bedfordshire
12.2006 - 12.2012
- Trained students at BSM to pass driving test first time, adapting teaching methods for diverse personalities, from quiet to overconfident, and achieving notable success with a deaf and mute student suffering from anxiety by developing effective communication strategies and motivation techniques.
- Delivered comprehensive driving instructions to learners, focusing on road safety and vehicle control.
- Assessed individual learner needs, tailoring lesson plans for enhanced understanding and confidence.
- Described car controls and their functions to learners during driving lessons.
Sales Executive Vauxhalls Luton Branch
Pendragon PLC
, Nottinghamshire
04.1994 - 01.2006
- Progressed from used car sales to new car sales, achieving record sales of 64 new cars in one month, demonstrating strong organisational and communication skills with team and customers. Established a van centre for Vauxhalls by liaising with company directors and Vauxhall management, coordinating vehicle displays at Gibbs & Dandy Builders Merchants for increased publicity.
- Achieved company targets by implementing successful sales strategies.
- Managed customer relationships through consultative sales techniques to attain individual sales goals.
- Resolved customer enquiries and complaints efficiently, ensuring high satisfaction and prompt resolution of issues.
- Resolved customer issues and complaints with quick-thinking problem-solving.
Branch Manager
Woolwich Property Services
Hemel Hempstead, Hertfordshire
09.1990 - 03.1994
- Managed daily operations of branch, overseeing staff performance and customer service standards.
- Maintained high levels of customer satisfaction through exceptional service and prompt resolution of complaints.
- Conducted regular staff meetings to communicate targets, performance expectations, and company updates.
- Developed systems to organise branch operations and built a diverse sales team aged 18 to 56, facilitating training and addressing customer enquiries and complaints. Coordinated with solicitors, mortgage companies, and surveyors to maintain transaction chains, reporting weekly sales figures to the regional manager.
Senior Sales Negotiator
Taylors Estate Agents Luton
Luton
09.1985 - 09.1988
- Negotiated property sales by effectively communicating with buyers and sellers to reach mutually beneficial agreements.
- Achieved company targets by implementing successful sales strategies.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Reported weekly figures to management, liaised with solicitors and mortgage companies, and addressed customer enquiries.
Mechanical Engineer
Index Precision Company
Luton, Bedfordshire
09.1985 - 09.1988
- Monitored the installation of mechanical systems, guaranteeing adherence to safety regulations and standards.
- Oversaw quality control, maintenance and repairs throughout projects.
- Machined aluminium components for satellite communications, ensuring precision and quality for project specifications.
- Continually improved methods and procedures for processes, measurement, documenting and workflow techniques.
Education
City & Guilds Engineering
Luton Sixth Form College
Luton, England08-1985
CSE - Various Subjects
Lea Manor High School
Luton, England08-1984
Skills
- Customer and personal service
- Service orientation
- Active listening
- Speaking
- Conflict resolution
- Coaching techniques
- Team collaboration
- Monitoring
- Coordination
- Time management
- Administration and management
- Critical thinking
- Judgement and decision making
- Complex problem solving
Interests
Timeline
Customer Service Representative
Volvo Trucks south & east
01.2024 - Current
Sales Assistant
Waitrose & Partners
12.2012 - Current
Driving instructor
Self Employed
12.2006 - 12.2012
Sales Executive Vauxhalls Luton Branch
Pendragon PLC
04.1994 - 01.2006
Branch Manager
Woolwich Property Services
09.1990 - 03.1994
Senior Sales Negotiator
Taylors Estate Agents Luton
09.1985 - 09.1988
Mechanical Engineer
Index Precision Company
09.1985 - 09.1988
City & Guilds Engineering
Luton Sixth Form College
CSE - Various Subjects
Lea Manor High School