Service Advisor at DSG AUTOMART (2020-11 – Present)
Reporting to the Aftersales Manager. Key Working Relationships: Collaborate closely with the Service Manager, Workshop Controller, Warranty Administrator, Parts Department, technicians, service drivers, Valters, dealership colleagues, subcontractors and specialist repair providers. Main Job Purpose: Customer service, Service bookings and sales, Quality standards, Revenue contribution.
- Respond to servicing and repair enquiries, confirm drop-off and collection requirements, provide accurate quotations, review vehicle and customer histories, identify additional work requirements, update the dealer management system and welcome customers at service reception
- Liaise with manufacturers and external warranty providers to obtain work approvals, complete documentation accurately and maintain up-to-date customer records
- Support the smooth flow of vehicles through the workshop, maintain strong product knowledge, and stay up to date with company and quality procedures
Customer Service, Owner Operations, Contracts and Audit Analyst at DIAMOND RESORTS (2009-06 – 2020-10)
Multi-functional role spanning three distinct teams: Customer Service Web Team, Owner Operations - Sales Ledger Team, Contracts Team, and Audit Analyst.
- Received, coded and directed online enquiries to the appropriate teams to ensure timely action
- Collated web enquiry figures and statistics to support reporting and performance tracking
- Managed social media accounts and monitored direct website enquiries
- Managed Google reviews, ensuring responses were professional, accurate and timely
- Worked as part of a five-person Sales Ledger team, reporting directly to the line manager
- Reconciled UK and EU bank accounts daily for management fee payments
- Entered bank data accurately into internal systems, maintaining reliable financial records
- Supported the debt collection process for unpaid management fees
- Worked within a 20-person Contracts team, reporting directly to the line manager
- Checked new sales contracts to ensure they met legal standards and were processed in line with country-specific procedures
- Uploaded contracts to internal systems accurately and efficiently
- Managed monthly commission cut-off processes for UK and EU sales deck teams
- Ensured contracts were loaded and active so customers could use their purchased memberships
- Processed upgraded and downgraded contracts in line with internal procedures
- Processed in-house finance payments accurately and within required timescales
- Worked closely with UK, EU and US teams to support the night audit process and help prevent operational issues across resorts
- Created PowerPoint presentations on reducing lost revenue within the night audit process and travelled to resorts to present recommendations to managers and staff
- Worked with booking platforms including Booking.com, Expedia and Secret Escapes to ensure chargeback processes were handled correctly
- Managed and disputed chargebacks, supporting accurate resolution and recovery of funds
- Produced monthly lost-revenue reports for managing directors across resort regions
