Kelly Butler

Coordinating appointments for vehicle services, repairs, and WOF through phone and in-person communication. Secured accuracy in the check-in process with thorough job card preparation. Providing updates on vehicle repairs, whilst upselling additional items recommended. Ensuring all Invoices are completed by end of day including cash sales, accounts and warranty jobs. Submitting warranty claims through the correct systems and adhering to timeframes provided. Liaising with my parts department to make sure parts are ordered and customers are updated, keeping up-to date records of loan vehicles and accommodating to customers needs. Coordinating with third parties for supplementary work including wheel alignments, upholstery repairs, and glass replacements.

Establishing customers needs and providing detailed diagnostic reports for the repair process of their vehicle in an efficient and courteous manner to ensure a high standard of customer service.

Regularly met upselling targets enhancing company growth and earning 10* customer reviews. Taking ownership of vehicles which are recovered into the dealership, communicating effectively with the customer or lease company regarding next stage of the repair process. Organising my workload effectively, whilst making sure customer expectations are fully met. Using multiple systems to gather correct pricing for the repair methods to be carried out, updating lease companies, making sure loan vehicle are extended and all third party companies kept up to date.

Collaborated with dealerships to address vehicle repair issues and safety recalls were carried out on time. Dealing with any concerns while providing clear and accurate details. Adhering to timeframes provided, making sure vehicle delivery dates are met to ensure customer’s expectations. Raising purchase orders, setting up business accounts, and coordinating with the finance department.

Coordinated repair bookings between customers and insurance providers. Ensured outstanding customer service, coordinated courtesy vehicle arrangements, and facilitated stress-free processing for clients. Provided detailed explanation of the repair processes whilst ensuring accurate timeframes. Adhered strictly to policies and procedures for continued company compliance. Managed high-volume customer queries simultaneously through effective multitasking.

Facilitated administrative tasks for the Bodyshop manager to ensure smooth customer support operations, including ordering parts and consumables. Building sustainable relationships of trust through open and interactive communication.

Consulted with an average of 20 walk-in policyholders weekly. Monitored incentive plans and achieving all KPI targets on a monthly basis.

Facilitated client understanding of extent insurance cover provided in line with industry regulations.

Provided a personal one on one experience to customers face to face to establish their needs and providing insurance products most suitable for them. Managing customers appointments effectively, building rapport with new and existing customers. Compliant fact finds, accurate note taking and data processing.

Handled customer complaints, providing appropriate solutions to guarantee positive outcomes. Answered customer telephone calls promptly and improved on-hold wait times. Assisted customers with varying questions using product knowledge and service expertise. Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending. Assist customers with any queries regarding their Motor and Home Insurance

Setting up new business quotations, adjusting policies mid-term and renewal of existing policies.

Demonstrate the ability on all of my calls to be compliant and follow the FCA guidelines and procedures. Mentoring and helping colleagues build their skills and talent. Dealing with complaints in a professional and confidential manner.