Bren Yema
Hornsby,NSW
Summary
Accomplished Workshop Controller at Mercedes Benz, adept in task delegation and workflow optimization, led a team to enhance problem-solving capabilities and customer satisfaction. Leveraged strong documentation skills and a customer service mindset, achieving significant improvements in team efficiency and client loyalty. Excelled in high-pressure environments, demonstrating exceptional time management and verbal communication.
Overview
13
13
years of professional experience
Work History
Workshop Controller
Mercedes Benz
11.2020 - Current
- Promoted a collaborative atmosphere within the workshop to motivate knowledge sharing amongst colleagues resulting in improved problem-solving capabilities.
- Managed a team of technicians, ensuring proper task delegation and adherence to safety protocols.
- Maintained high-quality work standards by enforcing regular staff training.
- Provided exceptional customer service by thoroughly addressing concerns and ensuring timely communication updates.
- Followed standards and procedures to minimize errors and maximize customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Accomplished multiple tasks within established timeframes.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Senior Diagnostic Technician
Alto North Shore Volkswagen
01.2013 - 11.2020
- Maintained detailed records of each repair performed, facilitating warranty claims processing when needed.
- Collaborated with team members to complete complex repairs, ensuring optimal vehicle functionality.
- Protected company reputation by consistently following ethical practices when performing all job duties.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Warehouse Pick Packer
Laverty Pathology
03.2011 - 01.2013
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed workload effectively under pressure during peak periods while maintaining focus on quality control measures.
Education
High School Diploma -
Asquith Boys High School
Asquith, NSW09.2011
Skills
- Task Delegation
- Deadline Management
- Workflow Optimization
- Documentation skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Strategic Planning
- Customer service mindset
- Process understanding
Timeline
Workshop Controller
Mercedes Benz
11.2020 - Current
Senior Diagnostic Technician
Alto North Shore Volkswagen
01.2013 - 11.2020
Warehouse Pick Packer
Laverty Pathology
03.2011 - 01.2013
High School Diploma -
Asquith Boys High School
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