Jessica Colleen Ward
Grand Cayman,West Bay
Summary
I am currently working in the motor trade profession in the Caribbean and have 14 years' motor trade experience and knowledge working with over 22 brands of vehicles. I am a professional service leader with solid track record of improving team efficiency and customer service standards. Known for fostering collaborative environment and consistently meeting organizational objectives. Reliable and adaptable, able to navigate changing priorities while maintaining focus on team success and customer satisfaction. I am skilled in conflict resolution and team management am strong in dealership marketing campaigns, workshop control, health and safety, warranty control, workflow, technician downtime management, monthly DOC briefs and employee training plans and known for adaptability and reliability in all dynamic environments.
Overview
22
22
years of professional experience
Work History
Service Team Manager
Grand Cayman
08.2023 - Current
- Headhunted to manage the service department in Grand Cayman.
- My team - 6 multi skilled technicians, 1 workshop controller, 2 service advisors, 2 cleaners, 2 drivers.
- Oversee the daily customer journey alongside the service advisors, promote upsell and repairs.
- I created a new customer journey which has resulted in google review score 2.9 to 4.6 in 10 months.
- Oversee the technician workshop control and downtime management via skillset and activate training which improves technician efficiency.
- If tech on idle I encourage them to view current industry regulations/guidelines.
- Run the Daily DOC meetings which include the technician efficiencies, invoicing, warranty and internal profit.
- Control the vehicles on site with the sales team, workshop controller and operations manager.
- Lead complaint handler, creating resolution and keeping customer retention.
- Organise staff training via our manufacturer’s online portals so all staff members up to date.
- Warranty specialist – Processing the manufacturer’s claims and I am the main liaison with all manufacturers.
- Creating/created dealership marketing campaigns on products, extended warranties and upsell items.
- Imported a new VHC system, Auto VHC so advisors, workshop control, technicians and sales use one system.
- Often join the sales team at sales events on the island and have sold 4 vehicles as a result.
- Created an online vehicle valet tracker which is used between the service advisors / vehicle valet team.
- Rental fleet vehicles: work closely with the rental office in making sure all rental vehicles are service, repaired and washed as a priority to keep all the fleet rentable, allowing maximised rental profit and less downtime.
Service Team Manager
Mercedes Benz of Beaconsfield
01.2021 - 08.2023
- Daily, I manage a set of luxury clients to the highest 5-star standard that Mercedes Benz the manufacturer requires.
- I continue to lead the score board league with Mercedes customer satisfaction scores, KPI's and Mercedes product upsells since starting the business.
- I have created the dealerships 10 star Mercedes customer journey which in short is pre calls, morning intros, 10am morning message, daily VHC upsell & afternoon updates, quality control the wash of the vehicle, help produce clear and precise invoices, smooth streamline check out procedure for the customer then follow up email sign posting the customer satisfaction survey.
- I communicate via email, telephone call, text messages, WhatsApp and FaceTime and a massive believer that communication from all avenues are key to the customers journey.
- Won quarter 2 and 3 Mercedes CSI in 2022 in the division – Awarded with Mercedes VIP at the F1.
- Won quarter 1 Mercedes CSI in 2023 in the division.
- Highest KPIs on all products / service plans.
- I received a personal letter from the CEO of Vertu motor regarding my service to customers.
Service Team Manager
Jemca Toyota Group
09.2020 - 01.2021
- I manage the customer's journey with me from check in, vehicle updates, vehicle upsell, customer queries, new leads and organise vehicle completion at the end of the day.
- I confidently upsell the red and amber work on the visual health checks completed by the workshop technician.
- I quote and sell manufacturer and EMAC service plans.
- I process and create warranty claims and make sure the warranty process is adhered to from the initial job card through to the repair and claim invoice.
- I liaise closely with my technicians daily and have a positive mutual working environment which creates the best output regarding technician upsell, efficiency, productivity, and overall figures at the end of the working week or month.
- I manage customer complaints in a professional manner and handle customer queries whichever avenue they wish to communicate (email, letter, phone, text, or face to face).
- I personally check the wash/vacuum service is done at the highest standard expected by all brands.
- I oversee the mystery shop procedure and make sure the mystery shop expectations are acknowledged by all front of house staff.
- I am the highest seller of service plans, bonus, and CRS for the past 6 months.
Assistant Service Manager/Service Team Leader
Endeavour Volvo UK
05.2019 - 09.2020
- Manage, lead, and supervise a team of customer service staff, 2 receptionists, and a collection/delivery driver and oversee the workshop technicians.
- Control the workshop and the technician's daily workflow.
- Organise all management tasks, spreadsheets, and daily figures.
- Create a successful customer service journey for all our customers.
- Motivate and proactively focus on product upsell, obtaining maximum bonus for myself and the customer service advisors.
- Actively promote and sell organisations service plans for customer retention.
- Help develop and implement customer service policies in an organisation by adhering to the company's expectations.
- Measure our customer satisfaction score and improve services as required.
- Training staff to deliver a high standard of customer service.
- Manage face to face enquiries from customers, line managers and head office.
- Providing help to customers using your organisation's products or services.
Multi Franchise Aftersales Specialist
Littlewick Green Motor Group
01.2017 - 05.2020
- Company Overview: Mitsubishi, Mazda, Suzuki and Honda - Multi franchise Aftersales Specialist
- I am the face of the customer service desk for all four brands above.
- I manage the customer's journey with me from check in, vehicle updates, vehicle upsell, customer queries, new leads and organise vehicle completion at the end of the day.
- I confidently upsell the red and amber work on the visual health checks completed by the workshop technician.
- I quote and sell manufacturer and EMAC service plans.
- I create new customer bookings and welcome returning repeat customer bookings into our workshop diary.
- I process warranty claims and make sure the warranty process is adhered to from the initial job card through to the repair and claim invoice.
- I encourage the team to upsell on check in items I consult closely with my technicians daily and have a positive mutual working environment which creates the best output regarding technician upsell, efficiency, productivity, and overall figures at the end of the working week or month.
- I manage customer complaints in a professional manner and handle customer queries whichever avenue they wish to communicate (email, letter, phone, text, or face to face).
- I personally check the wash/vacuum service is at the highest standard expected by all brands.
- I oversee the mystery shop procedure for all four brands and make sure the mystery shop expectations are acknowledged by all front of house staff.
- I have initialised our monthly staff team meeting which has proven to be a success in boosting our team morel and team communication.
- Mitsubishi, Mazda, Suzuki and Honda - Multi franchise Aftersales Specialist
Aftersales Specialist
Mitsubishi - CCR Motor Co
09.2016 - 12.2016
- I control the front of house customer service vehicles dealing with the daily customers (servicing, MOT, and repairs).
- I control the workshop loading and distribution of work to the technicians.
- I create and authorise warranty work via the manufacturer systems and offer advice to customer's reference warranty items.
- I deal with parts enquiries for customers if the parts advisor is unavailable.
- I deal with complaints via customer or manufacturer complaints systems.
- Day to day customer job cards, recall checks, update, and improve customer journey through me and the workshop when possible and report to the service manager daily.
Bodyshop Customer Service Executive
Hughes Group Mercedes Benz
05.2016 - 08.2016
- Company Overview: Bodyshop Customer Service Executive
- Customer service executive for the Mercedes Benz body shop.
- My role is frontline in a prestige showroom executing first class customer service to Mercedes Benz's customers entering the body shop.
- I control the finance of the body shop with costing/invoicing and pro-actively hit targets set.
- I am learning new skills daily including Kerridge, DCM and GUS systems.
- Bodyshop Customer Service Executive
Service Team Manager
Hughes Group SKODA
03.2015 - 05.2016
- Company Overview: Service Team Manager
- Manage the customer service desk for SKODA UK.
- I deliver exceptional customer service daily while maintaining high CSI scores with Volkswagen's national expectations, up sell manufacture products/offers/promotions in a customer-oriented manner, liaison between the customer and workshop to make sure workshop loading to full capacity, adhere to changing legislation within the motor industry and make sure the customer journey is perfect.
- Service Team Manager
Workshop Controller
Hughes Group
01.2015 - 03.2015
- Company Overview: SKODA, MAZDA, SEAT AND SAAB Workshop Controller
- Distribute and control the issue of work to the technicians focused on efficiency, apply accurate completion of documents, process and procedures required for audit.
- Deliver gross profit in line with current business plans with my team/manager.
- Assist in managing the customer satisfaction levels more than manufacturer's national results.
- SKODA, MAZDA, SEAT AND SAAB Workshop Controller
Bodyshop Customer Service Executive
Hughes Group Mercedes Benz
08.2013 - 01.2015
- Company Overview: Bodyshop Customer Service Executive
- Customer service executive for the Mercedes Benz body shop.
- My role is frontline in a prestige showroom executing first class customer service to Mercedes Benz's customers entering the body shop.
- I control the finance of the body shop with costing/invoicing and pro-actively hit targets set.
- I am learning new skills daily including Kerridge, DCM and GUS systems.
- Bodyshop Customer Service Executive
Customer Service Rep
Ariston Thermo
10.2008 - 08.2011
- Company Overview: Worldwide leading boiler and Cylinder Company
- Personal Assistant to 7 direct engineers; maintain their diary inputs i.e., in warranty jobs, meetings, on site commissioning and their overall daily tasks.
- Part of the customer service call centre team who take incoming calls from the public with boiler issues and public wanting to register their boiler/cylinder for warranty.
- I sell warranties and fixed cost repairs to generate income for the team.
- I dealt with customer complaints and work closely with 83 engineers around the UK.
- Worldwide leading boiler and Cylinder Company
Team Leader/Acting Manager
Olan Mills
04.2008 - 10.2008
- I was the youngest female leader/manager in 5 years for Olan Mills.
- Confidently lead a team of 3 photographers to produce A
- Photos for the public.
- Maintaining and creating strategies to generate leads to produce more income for the studio which was a success until the company went into liquidation.
Christmas Cover
Woolworths
12.2005 - 12.2005
Waitress and Bar Staff
Yew Tree Pub
08.2003 - 11.2005
Education
GOLD certificate of achievement -
Mitsubishi UK
Level 3 Leadership and Management award -
ILM UK
double diploma - cognitive behavioural therapy, life coaching
REED
High School Diploma - Maths, Geography, Travel and tourism, drama, English, science, religious studies
Great Marlow School
Skills
- Effective leadership
- Strategic delegation
- Collaborative teamwork
- Analytical problem-solving
- Team collaboration
- Attention to detail
- Cash handling
- Verbal and written communication
- Team leadership
- Client service
- Work planning
- Leading team meetings
- Daily workflow improvement
- Mentoring
- Quality improvement
- Team supervision
- Flexible schedule
Accomplishments
- GOLD certificate of achievement for Mitsubishi UK (only 5 certificates given in the UK)
- MOTABILITY accredited for aftersales for Mercedes, Mitsubishi, Honda, Suzuki, and Mazda
- Level 3 Leadership and Management award via a distance learning online with ILM UK
- Awarded a double diploma in 'cognitive behavioural therapy' and 'life coaching' – via REED.
Timeline
Service Team Manager
Grand Cayman
08.2023 - Current
Service Team Manager
Mercedes Benz of Beaconsfield
01.2021 - 08.2023
Service Team Manager
Jemca Toyota Group
09.2020 - 01.2021
Assistant Service Manager/Service Team Leader
Endeavour Volvo UK
05.2019 - 09.2020
Multi Franchise Aftersales Specialist
Littlewick Green Motor Group
01.2017 - 05.2020
Aftersales Specialist
Mitsubishi - CCR Motor Co
09.2016 - 12.2016
Bodyshop Customer Service Executive
Hughes Group Mercedes Benz
05.2016 - 08.2016
Service Team Manager
Hughes Group SKODA
03.2015 - 05.2016
Workshop Controller
Hughes Group
01.2015 - 03.2015
Bodyshop Customer Service Executive
Hughes Group Mercedes Benz
08.2013 - 01.2015
Customer Service Rep
Ariston Thermo
10.2008 - 08.2011
Team Leader/Acting Manager
Olan Mills
04.2008 - 10.2008
Christmas Cover
Woolworths
12.2005 - 12.2005
Waitress and Bar Staff
Yew Tree Pub
08.2003 - 11.2005
Level 3 Leadership and Management award -
ILM UK
double diploma - cognitive behavioural therapy, life coaching
REED
High School Diploma - Maths, Geography, Travel and tourism, drama, English, science, religious studies
Great Marlow School
GOLD certificate of achievement -
Mitsubishi UK
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