Angelique Vermaak
Hamilton,WKO
Summary
Dynamic Aftersales Manager with a proven track record at Bidvest McCarthy Toyota Richardsbay, enhancing customer satisfaction and retention through expert service process optimization and strategic sales development. Skilled in leveraging technical knowledge and exceptional communication to lead teams toward exceeding targets. Achieved significant efficiency improvements, demonstrating a strong ability to multitask and solve problems creatively.
Overview
12
12
years of professional experience
Work History
Aftersales Manager
Bidvest Mccarthy Toyota Richardsbay
12.2016 - 08.2024
- Collaborated with sales teams to ensure seamless handover of customers from pre-sales to aftersales support.
- Optimized resource allocation by closely monitoring workload distribution among technicians, reducing bottlenecks and wait times for customers.
- Identified upsell opportunities through regular analysis of customer feedback and purchase data.
- Expanded market reach by developing strategic partnerships with complementary businesses in the automotive sector.
- Ensured compliance with all relevant regulations, maintaining up-to-date knowledge of industry best practices for safety and environmental stewardship.
- Guided the implementation of new software systems designed to streamline internal processes, resulting in reduced overhead costs and increased efficiency across departments.
- Maintained high standards of quality control by regularly reviewing repair procedures and technician certifications.
- Fostered a culture of continuous improvement through open communication channels that encouraged feedback from all team members.
- Developed strong relationships with suppliers, ensuring prompt parts availability and minimizing delays.
- Demonstrated commitment to customer satisfaction, leading the team by example through active engagement with clients and consistently delivering outstanding service.
- Streamlined warranty claims handling for faster resolution and improved customer experience.
- Implemented proactive maintenance programs, resulting in fewer service-related issues for clients.
- Established clear performance metrics to monitor staff progress and identify areas for improvement.
- Improved team productivity by providing regular training on products, services, and industry trends.
- Boosted employee retention by fostering a supportive work environment that rewarded hard work and dedication.
- Leveraged data analytics tools to identify inefficiencies within the aftersales process, leading to targeted improvements in key areas.
- Enhanced customer satisfaction by implementing efficient aftersales processes and timely followups.
- Increased revenue by offering tailored aftersales packages based on individual customer needs.
- Reduced costs by negotiating better contracts with vendors and optimizing inventory management.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed senior-level personnel working in marketing and sales capacities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- AP and AR - account reconciliation's
- Overall dealership Health and Safety Audits.
- Performing all checks For Bidvest and Toyota and ensuring all criteria is met for CSDP Payout.
Parts Supervisor
Bidcest MCcarthy Hino
07.2014 - 12.2016
- Analyzed sales data to identify trends and adjust inventory levels accordingly, reducing stock obsolescence.
- Coordinated with other departments to share best practices and streamline processes across the organization.
- Oversaw the accurate processing of returns and exchanges, maintaining a high level of customer satisfaction.
- Supervised team of parts department employees, improving overall productivity and customer satisfaction.
- Ensured compliance with industry regulations regarding safe storage and disposal of hazardous materials within the parts department.
- Promoted excellent customer service by providing knowledgeable assistance and prompt resolution of issues.
- Fostered a culture of continuous improvement, encouraging staff to identify and suggest process improvements for increased departmental efficiency.
- Managed department budget effectively, adhering to financial guidelines while maximizing operational efficiency.
- Enhanced inventory management by implementing efficient organization and tracking systems.
- Collaborated with service department to ensure timely availability of required parts, minimizing customer wait times.
- Evaluated employee performance regularly through constructive feedback sessions that led to measurable improvements in their job performance.
- Maintained a clean and well-organized workspace, promoting efficiency and safety among staff members.
- Established effective communication channels with vendors to optimize supply chain efficiency.
- Implemented cost-saving measures through strategic vendor negotiations, achieving significant reductions in expenses.
- Assisted in the development of promotional strategies for parts sales, driving revenue growth within the department.
- Stayed up-to-date on emerging technologies related to automotive part systems so as to provide informed recommendations on necessary upgrades or replacements.
- Conducted regular audits of inventory levels, ensuring accuracy and identifying opportunities for improvement.
- Streamlined parts ordering process for increased accuracy and timeliness of deliveries.
- Coordinated merchandising displays, signage and sales enablement.
- Processed exchanges, refunds and team member purchases to keep cashiers focused on efficiently checking out regular customers.
- Monitored cashiers' work and balanced registers to maintain strong financial controls.
- Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
- Built successful retail teams by instilling culture of collaboration and developing daily plans centered on common group goals.
- Created timely and accurate inventory, cash and production reports for senior managers.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
Parts Sales Representative
UD Trucks
01.2013 - 06.2014
- Ordered parts from various distributors to fulfill demands.
- Assisted customers in finding appropriate parts promptly.
- Stocked and managed stock of parts.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Maintained a clean and organized workspace, promoting a positive shopping experience for customers.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
- Inspected parts for defects, removing damaged parts, and replacing with new ones.
- Maintained extensive understanding of common problems and methods for repair.
Education
High School Diploma -
Richards Bay High School
Richards Bay , KZN , South Africa 12.2006
Skills
- Staff Training and Development
- Technical knowledge
- Sales strategy development
- Customer Retention Strategies
- Service process optimization
- Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Computer Skills
- Organizational Skills
Timeline
Aftersales Manager
Bidvest Mccarthy Toyota Richardsbay
12.2016 - 08.2024
Parts Supervisor
Bidcest MCcarthy Hino
07.2014 - 12.2016
Parts Sales Representative
UD Trucks
01.2013 - 06.2014
High School Diploma -
Richards Bay High School
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