ELLEN HEAVEY

With my current role as a service advisor at Nissan, I undertake a multifaceted set of responsibilities to enhance customer satisfaction and streamline operational processes.

• Coordinating with the customer to the workshop about the tasks; knowing the capabilities and what can be accomplished that day and advising the best options to reach satisfaction.
• Answering incoming calls and emails I proficiently book customers for services, diagnostic appointments, warranty recall repairs, with an added responsibility of following up with clients who may have been late or missed appointments.
• Managing and addressing customer concerns with a balanced understanding yet firm approach, I ensure that issues are resolved to the satisfaction of both the customer and the dealership.
• Provided exceptional customer service, addressing inquiries and concerns with efficiency.
• Building strong rapport with the client base is a priority, fostering continuous return on investment and loyalty.
• The role demands strong time management and organisational skills to meet dealership deadlines for various tasks and responsibilities.
• Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Additionally, I take charge of the parts arrival process, ensuring timely bookings for customer once parts arrived.
• Proactively checking the daily batch in advance. I play a crucial role in ensuring a smooth morning routine for an optimal customer experience. Guiding the bookings process, I stagger appointment times strategically to create an ultimate customer experience upon arrival.
• Identified opportunities for process improvements, contributing to enhanced team performance and service delivery.
• Create purchase orders for invoicing, following correct procedures with different companies for billing. Taking payment from customers.
• Showing people the QR codes to register visitors going into the workshop. Making sure they are wearing appropriate attire and providing hi-vis vests to comply with work safety regulations.

• My role at Mazda was similar to my current position at Nissan.
• Managed customer inquiries and service appointments efficiently, enhancing client satisfaction both in person and over the phone
• Ensuring all customer requirements & commitments are met in a timely manner.
• Building relationships with customers and internal stakeholders for long term business success.
• Delivering quality customer service focusing on win-win outcomes for our clients.
• Trained new staff on customer service protocols and system navigation for improved performance.
• Enhanced workplace organization by maintaining a clean and presentable reception area.

• During my time as a housekeeper I would have to strip and make the beds in a neatly and uniformed manner. Ensuring the room was tidy by vacuuming, mopping and the storage underneath the beds were empty and clean ready for use for the next guest. This had to be done swiftly to make sure the rooms were ready for check in and having attention to detail to assure guests of the cleanliness of the hostel.
• As well as attending the rooms was evening duty. I had to clear the dishes that were left behind so they were of use to others. Wiping down benches, stovetops and checking the sanitary items were available and full to allow all access to our facilities.

• In my previous front of house staff role at a pub, I undertook a diverse range of responsibilities aimed at providing exceptional customer service and ensuring the smooth operation of the establishment.
• Seating guests with a polite and friendly demeanor, I not only took food and drink orders but also paid careful attention to guests' allergies, adhering to guidelines to ensure their safety.
• Maintaining a quick turnover, I diligently cleared, wiped, and relayed surfaces to accommodate more guests, presenting the restaurant in an orderly manner. This involved polishing cutlery and glasses, contributing to an overall pleasant dining atmosphere.
• In addition to table service, I managed phone bookings, ensuring optimal table availability for a seamless and enjoyable guest experience.
• My versatility extended to working behind the bar, where I poured pints, wine and crafted cocktails/mocktails to meet diverse customer preferences.
• As part of my opening and closing duties, I prepared the bar for service, restocking wines, spirits and checking condiments. Additionally, I meticulously cut up fruits, labeled opened items for expiry dates, and ensured the cleanliness and organisation of all utilised items.
• Taking a proactive approach, I played a key role in dividing cash tips equally among staff members and maintained a systematic closing process, contributing to the overall success of the pub.