Symoon Dodd

Dedicated and knowledgeable individual with over 20 years in 'Customer Experience Satisfaction'. Track record of exceeding expectations. Adept at understanding stakeholder requirements and tailoring service to best suit situation.

Approaches new projects with a positive outlook, thriving on challenges, whether working collaboratively or independently. Passionate about the environment and innovative design, an ideal career goal would be a role whereby utilization of rapport building skills, develop opportunities and be part of a driving business which adopts 'continuous improvement' strategies.

Service and Safety Administrator at TCR UK LTD (2024-11 – Present)

• Administration – Accurately record, maintain and store site documentation, ensuring both digital and physical records are kept up to date and audit ready.
• Internal Audit & Compliance – Ensure all required documentation, testing, compliance checks and defect actions are completed and maintained to the required standards.
• Health and Safety Compliance – Ensure site safety compliance to strict government legal regulations. Maintain fully updated, audit-ready health and safety documentation for employees, contractors and visiting parties.
• Facilities/Compliance Support – Assist Head Office with facilities requirements, including chasing outstanding compliance documentation and supporting site-related issues.
• Operational Support – Assist the Duty Supervisor with day-to-day operational duties, including booking MOTs and arranging third-party repairs.
• Client Relationships – Maintain regular communication with clients, building positive working relationships and providing updates where required.
• Reporting – Prepare and submit daily reports, ensuring relevant site activities, issues and outstanding actions are accurately recorded.
• Defect Management – Monitor outstanding defects and ensure actions are followed up and completed within the required timescales.

Reception/Accounts at Bestway Wholesale/Cash & Carry (2024-07 – 2024-11)

Returned from 2013/2014

• Telesales – Upsell product lines/offers
• Stock Management – Rotating stock based on expiry date

Aftersales Advisor at Hendy Nissan/Ford/MG (2024-01 – 2024-05)

Head-hunted by previous Manager

• Customer Service – 2nd Month: Hendy Customer Service awarded
• Compliance – Adhere to manufacturer and internal compliance procedures
• Warranty - Handled claims, liaised with manufacturers and ensured accurate documentation is submitted within strictest deadlines.
• Invoicing - Provided detailed cost estimates and repair timelines, ensuring transparency, smooth transaction and customer satisfaction.
• Customer collaboration - Explained complex technical issues to customers in a clear manner, ensuring that all work performed was understood and agreed upon by the customer.
• Cross-Department Collaboration - Worked closely with technicians, parts and manufacturer to ensure that repairs and maintenance were completed accurately and on time.

Finance Retention Specialist at Toyota Gatwick (2022-09 – 2023-10)

Internal Transfer. Redundancy.

• Renewals – Monitored fluctuating markets to identify key moments in renewal customers contracts.
• Vehicle Sales – Successfully negotiated and closed deals, handling all aspects of the sales process from initial inquiry to final delivery.
• Mentoring – Regularly mentored new starters in Toyota technology and customer interaction techniques.
• Compliance – Financing Compliance knowledge
• Lost Opportunities – Re-visited lost opportunities resulting in an additional 20% conversion rate
• Retention – Built and maintained a strong network of repeat customers and referrals by maintaining ongoing communication and providing a personalized service.

Aftersales Advisor at Lexus Gatwick (2020-09 – 2022-09)

Promoted to Toyota Gatwick

• Similar duties as per Aftersales Advisor at Hendy
• Customer Service – 4th Month: Motorline Customer Service awarded
• Customer Satisfaction – Maintained high CEM scores by delivering personalized service and ensuring a smooth process from start to finish.
• Record sales – Service plans/Warranty sales enabling maximum franchise bonus award.
• Vehicle Sales – To combat Covid restrictions, I Implemented a process to convert service customers into sales customers to keep their department making profit.
• Marketing Support – Organized outreach marketing programs, designing year marketing launch plans
• Workshop Management - Balanced customer demand with workshop capacity to optimize efficiency.

Senior Aftersales Advisor at Toyota Brighton (2019-11 – 2020-07)

Head-hunted by previous manager. Covid Redundancy.

• Similar duties as per Previous Aftersales Advisor Roles
• Complaints handling - Resolved complaints and concerns promptly, ensuring customer satisfaction and retention.
• Record sales – Lead in service plans and warranty sales across group.
• Consistent Sales – Maintained consistent sales.

Aftersales Advisor at Barnard & Brough Nissan (2018-11 – 2019-11)

• Similar duties as per Previous Aftersales Advisor Roles
• Working within extreme budgets – Our site went through an extreme restructure and budget cut period.
• Reporting and Management process – Due to my keen interest in progression, I was shown a more in depth look at management.
• Warranty – Warranty work amounted to a minimum of 40% of workload

Aftersales Support at Toyota Brighton (2017-03 – 2018-11)

• Cross-Department Collaboration – By understanding the processes of each department it enabled great internal working relationships and enabled me to provide a smoother, more efficient service to the business.
• Redesigning Process – Implementation of new service processes, leading to improved customer service outcomes and better internal relationships.
• Manage daily operations – coordinated with technicians, aftersales and parts staff to manage a smooth workflow and timely completion of repairs
• Administration – Provide comprehensive support to dealerships administrative functions, including data entry, handling customer inquiries, appointment scheduling and document filing.

Aftersales Support at Rivervale Cars (2015-09 – 2017-03)

Marketing Executive at Dolphin Fitness (2014-05 – 2014-10)

Business Development at Bestway Wholesale (2013-05 – 2014-05)

Sales Executive at Liverpool Volkswagen (2009-05 – 2013-01)

Team Leader/Mentor at Fosters Marketing (2007-09 – 2009-04)

Assistant Manager at The Stable Stop (2005-01 – 2007-08)

GCSE – Kings Manor Community College, Shoreham-by-sea, West Sussex (2002-09 – 2005-07)