Monam Dean

A dedicated, results-oriented, and highly versatile professional with a proven track record across operations management, data analysis, and high-tier customer service. Demonstrates a unique blend of analytical expertise (including SQL) and robust leadership capabilities, driving operational efficiency and fostering strong stakeholder relationships. Thrives in fast-paced, dynamic environments, adapting seamlessly to complex challenges to consistently deliver high-quality, compliant results.

After Sales & Service Advisor - Vertu Ford

(2025-08)

Serve as the primary consultant for customer vehicle servicing, maintenance, and manufacturer-standard aftersales support.

• Strategically manage workshop scheduling, service bookings, and vehicle check-ins to optimize turnaround times and technician efficiency.
• Author accurate job cards, technical cost estimates, and invoices, clearly communicating diagnostic breakdowns and warranty terms to clients.
• Bridge communication between workshop technicians and clients, ensuring transparency, timely updates, and optimal customer satisfaction scores.
• Upsell value-added products and services, including bespoke service plans, genuine parts, and extended maintenance packages.
• Safeguard full compliance with manufacturer policies, dealership procedures, and health & safety regulations.

Operations Manager - Middlemore Coachworks Ltd

(2024-07 - 2025-05)

Directed daily operations of a high-volume, insurance-approved vehicle bodyshop, spearheading cross-departmental workflows (reception, estimating, repairs, parts, and delivery).

• Led a multidisciplinary team of technicians, estimators, and administrative personnel; implemented performance metrics to boost productivity and foster a positive workplace culture.
• Maintained flawless compliance with rigorous insurer standards and strict industry audits (Audatex, BS10125), successfully securing approved status with major insurance providers.
• Streamlined workshop repair processes via lean practices, significantly reducing key-to-key cycle times and maximizing monthly vehicle throughput.
• Oversaw strict budgeting, cost containment strategies, and financial forecasting to safeguard maximum operational profitability.
• Negotiated timelines and coordinated closely with insurance engineers, assessors, and parts suppliers to eliminate project delays.

External Support Analyst - Shell Energy - Coventry, UK

(2020-11 - 2024-03)

Developed and executed daily SQL queries to generate critical data reports for external collection agencies, implementing rigorous quality control checks.

• Managed a high-value portfolio of 100–200 complex accounts focused on debt reduction, conducting deep-dive analysis to deliver actionable business improvement recommendations.
• Audited and verified legal files prior to senior review, utilizing HM Land Registry and internal multi-system lookups to guarantee data accuracy before escalating cases to HM Courts.
• Acted as the core liaison for external debt agencies, managing communications and performance reviews via cross-functional virtual and in-person briefings.
• Conducted root-cause analysis on systemic client-reported issues, engineering long-term technical and operational fixes.

Complaints Handler - Shell Energy - Coventry, UK

(2018-08 - 2020-11)

Investigated complex customer complaints, leveraging data and root-cause analysis to implement timely, policy-compliant resolutions.

• Interfaced extensively with cross-functional internal departments to negotiate and resolve intricate customer friction points.
• Tracked trends and recurring patterns in complaint data to provide senior leadership with actionable insights for continuous process improvement.
• Maintained meticulously detailed case logs and data records in strict compliance with industry regulatory requirements.

Pre-payment Advisor - First Utility - Coventry, UK

(2017-11 - 2018-08)

• Leveraged high-level communication and active listening techniques to manage sensitive customer objections and deliver challenging regulatory messages.
• Demonstrated outstanding attention to detail by identifying data inconsistencies and recording account details with high accuracy.
• Maintained a calm, highly professional demeanor under intense, high-pressure environments, resolving conflicts effectively.

Sales and Customer Service Advisor - LK Performance - Cleckheatan, UK

(2014-07 - 2017-11)

• Partnered with the technical workshop and sales teams to manage repair and service bookings, ensuring projects were delivered on schedule and within budget.
• Engineered and executed localized sales strategies to boost store performance and forecast seasonal consumer trends.
• Pioneered the initial setup and content curation of a corporate social media platform to drive brand awareness and digital sales conversion.

Director & Manager - K2 Restaurant - Birmingham, UK

(2010-01 - 2014-05)

Formulated and executed the daily business strategy and operational management for an established venue, leading a team of six staff.

• Managed end-to-end supply chains, commercial banking, budgeting, building maintenance, and regulatory licensing compliance (including Food Hygiene and Alcohol Licences).

A-Levels - Business Studies, History, Sociology - Solihull Sixth Form College (2008 - 2009)

GCSEs - Mathematics, English, Science - Hall Green Secondary School (2003 - 2008)