Thomas Welch

• Since joining Agon Systems, I have progressed through several key operational and product-focused roles across the UK and Spanish offices. I began in January by training in the UK warehouse, gaining hands-on experience in customer service and engineering support. This included coordinating engineer callouts for faulty detachers and EAS systems, arranging out-of-hours visits when required, and ensuring smooth communication between stores and the engineering team.
• From late January to April, I relocated to the Málaga office to cover a maternity leave position, supporting wider business operations and strengthening my understanding of Agon’s internal processes across both regions.
• Upon returning to the UK, I transitioned into the Product Manager role, working closely with suppliers in China to develop new products and refine existing ranges. I led the creation of technical specification sheets for all new catalogue items and contributed to product strategy, quality improvement, and supplier communication.
• In October, my responsibilities expanded to include Purchasing and Shipping. In this combined role, I manage supplier orders, oversee inbound logistics, and maintain continuity of supply, all while continuing to drive product development initiatives.
• This progression has given me a strong foundation across customer service, operations, product development, procurement, and supplier management.

• In this role, I gained valuable experience working with both BMW and MINI brands, which enhanced my ability to adapt to different customer profiles and deliver tailored service experiences
• I was responsible for providing high-quality customer support by understanding individual needs and offering professional, efficient service, while also deepening my knowledge of BMW and MINI vehicles to address customer inquiries confidently and accurately
• August 2023 I was sent to the BMW Academy in Reading on a two week course to gain my service advisor accreditation, with an outstanding overall score of 96%, which demonstrated my dedication to professional development and excellence
• In addition to managing technical service coordination, I played a significant role in driving sales by communicating diagnostic findings to customers and presenting additional repair or maintenance options
• This required a strategic approach to upselling recommended work, which not only met customer needs but also contributed to departmental revenue targets
• My ability to quickly identify and address customer requirements allowed me to consistently deliver a professional and personable service, improving customer satisfaction and reinforcing my passion for the automotive industry

Supervisory Role (UK):

• Managed internal and external responsibilities, including visiting client sites to resolve issues.

• Oversaw service calls to ensure timely resolution and processed sales orders within 24 hours.

• Ensured smooth handling of incoming service requests and client satisfaction.

International Experience (Spain):

• Assisted in setting up a new office and warehouse in Spain post-Brexit as part of a three-person team.

• Organised warehouse layout, sourced suppliers for operational needs, and trained the new warehouse manager in processes such as shipment labelling, tracking, and finance documentation.

Adaptability During COVID-19:

• Took on cross-departmental responsibilities due to furloughs, running warehouse operations, recycling, repairs, and customer service.

• Ensured timely processing and delivery of sales orders during critical periods.

Customer Services:

• Entered customer orders into the system, created shipping documents, tracked deliveries, and coordinated with the finance department for invoicing.

• Provided IT assistance to support internal processes and troubleshoot system issues.

Warehouse Operations:

• Picked, packed, and shipped time-sensitive products, ensuring accuracy to avoid delays that could disrupt engineering projects.

• Assembled and repaired electronic components, diagnosing faults, and restoring products for reuse on-site.

Tag Recycling Department (2016–2018):

• Sorted, tested, and repackaged security tags returned by JD Sports.