Payal Nand
Auckland,New Zealand
Summary
Reliable, punctual and hardworking individual committed to a professional standard in work ethics and achieving success with best results and outcomes in all that I do. My main strengths are adaptability, dependability and the determination to get a job done as proven by my varied work experiences in retail and hospitality work.I adapt quickly to new routines and systems and believe in punctuality. I am always on time and work wisely with a"can do,will do" attitude
Overview
9
9
years of professional experience
Work History
Shift Supervisor
Europcar
09.2022 - Current
- Taking full leadership accountability of the daily shift to drive a high-performance culture where standards are high and all team members are aligned to clear expectations of sales and service
- Control and plan fleet for bookings for the shift, with special attention given to bookings for privilege, government, corporate accounts and VIPs
- Monitor staff's sales performance in conjunction with the Station Manager to achieve and exceed station sales targets
- Communicate walk-up / upsell opportunities to staff and provide regular updates
- Assist the Station Manager to conduct annual performance appraisals of all employees
Customer Service Representative
Europcar
03.2020 - 03.2021
- Attend to all customer phone calls, emails and queries in a timely manner
- Actively follow up with customers who have outstanding recalls, extra care or warranty issues as and when required for all assigned branches
- Assist the After Sales and Vehicle Sales Departments in achieving customer retention by delivering outstanding levels of service, providing continuity & aiming to maximize customer satisfaction
- Accurately record all service bookings by the customers, while monitoring workshop loadings to achieve a balance between and even workflow and meeting customer's needs
- Confirm customer and vehicle details
- Conduct an inspection of vehicle, looking for obvious damage, confirm registration number, note Speedo readings and confirm correct service
- Identify any opportunities for additional work
- Confirm completion time & method of payment
- Obtain the customers signature on the job card authorizing repair
- Help implement new efficiencies and process to improve our customer service and speed.
Retail Support Centre Representative
Europcar
03.2020 - 03.2021
- This position is responsible for responding to incoming sales inquiries from customers and converting these into confirmed sales and bookings at the appropriate company owned store, and following up on sales leads by calling customers to convert quotes into sales
- Ability to quickly establish rapport with customers to identify their needs, and interpret this information in order to close sales, resolve queries and/or provide relevant information
- Making outbound sales calls to convert sales leads into confirmed bookings
- Build customer's interest in the tyres and services offered by Tony's Tyres business
- Answering an equal share of calls entering the Tony's Tyres retail queue.
Customer Experience Manager
Europcar
03.2020 - 03.2021
- Deliver a world class, bespoke and boutique VIP service to surprise and delight our customers
- Coach, monitor and develop staff sales performance in conjunction with the Station Manager to achieve and exceed Station sales targets
- Ensure the location presents in a welcoming and prestige manner by constantly grooming the counters, location and all visible equipment
- Develop all staff to deliver the highest levels of customer service and ensuring total customer satisfaction
- Liaise with the Fleet Controller/Fleet Assistant to achieve necessary vehicle levels to maximise business opportunities
- Ensure the Station has the correct fleet mix to achieve utilisation targets and to achieve and exceed overall station utilisation targets
- Achievement against key performance indicators set out in bonus program and review management
- Achievement of Station Net Promoter Score (NPS) results.
Rental Service Officer / Ready Return Officer / Vehicle Service Agent
Europcar
09.2015 - 10.2017
- To provide world class customer service to all customers and delight them in any way possible, encouraging the return of business
- Seek ways to make their whole experience better, by providing additional products and services
- Conduct damage inspection of all returning vehicles; and any outgoing vehicles, to retain customer peace of mind and overall satisfaction
- Complete all aspects of the rental agreement, and in accordance with policies and procedures
- Offer and promote all Europcar products and benefits for the customer during their rental period
Rental Service Officer
Europcar
09.2015 - 10.2017
- To provide world class customer service to all customers and delight them in any way possible, encouraging the return of business
- Seek ways to make their whole experience better, by providing additional products and services
- Actively seek ways to provide exceptional service into the future
- Open and close rental agreements & make reservations, check vehicles in and out, based on customer needs
- Offer and promote all Europcar products and benefits for the customer during their rental period
- Promote the Location Leads Program, especially to business travelers or frequently returning customers
- Strong focus on sales of products and services, in alignment with Europcar values and goals
- Complete all aspects of the rental agreement, and in accordance with policies and procedures
- Assist with any enquiries for immediate and future bookings.
Education
Defensive Driving Academy
Auckland, New Zealand01.2017
Diploma - Pacific Rim Tourism
Manukau Institute of Technology
Auckland, New Zealand01.2014
Certificate - Travel and Tourism
International Travel College of New Zealand
Auckland, New Zealand01.2013
MIT School of Culinary and Hospitality Studies
Auckland, New Zealand01.2011
Papatoetoe High School
Auckland, New Zealand01.2011
Skills
- Communication
- Problem Solving
- Time Management
- Leadership
Accomplishments
- Europcar NZ Top Ancillary Sales Performance 2018
- Europcar NZ Top Ancillary Sales Performance 2017
- Europcar NZ - The Leads Champion 2016
Community Experience
- Manukau Beautification Charitable Trust, Auckland, New Zealand, 03/01/14, 03/01/14
- ITM 400 V8 Supercars, Auckland, New Zealand, 03/01/13, 03/01/13
Hobbies and Interests
- Music
- Exploring and learning about other countries and cultures
Timeline
Shift Supervisor
Europcar
09.2022 - Current
Customer Service Representative
Europcar
03.2020 - 03.2021
Retail Support Centre Representative
Europcar
03.2020 - 03.2021
Customer Experience Manager
Europcar
03.2020 - 03.2021
Rental Service Officer / Ready Return Officer / Vehicle Service Agent
Europcar
09.2015 - 10.2017
Rental Service Officer
Europcar
09.2015 - 10.2017
Defensive Driving Academy
Diploma - Pacific Rim Tourism
Manukau Institute of Technology
Certificate - Travel and Tourism
International Travel College of New Zealand
MIT School of Culinary and Hospitality Studies
Papatoetoe High School
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