Robbie Tyrrell
Kilkenny,Ireland
Summary
Results-driven Aftersales Manager experienced in process improvement and customer relationship management within automotive industry. Enhanced customer satisfaction and service efficiency by implementing new protocols and training programmes, resulting in improved team performance and client loyalty. Committed to leveraging business development strategies to elevate service delivery standards while ensuring a customer-centric focus.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
Work history
Aftersales Manager
Bolands Waterford City
Waterford
2023.05 - Current
- Boosted brand awareness, retention and loyalty with targeted aftersales marketing campaigns promoting product and retailer maximising social impressions and generating demonstrable revenue from same.
- Maintained high levels of communication with customers pre and post-service, ensuring their needs were met fully and they were satisfied increasing retailer growth and retention. Responsible for a BMW Service team who each won the BMW Customer Icon award and ranked top spot in network over two years.
- Introduced innovative aftersales packages with regular reporting and feedback for Service Advisors, Parts Advisors and Technicians which bolstered parts and labour sales figures year on year since 2023. Technicians' productivity grew by 30%, and VHC sales grew by over 60%.
- Conducted regular staff training and appraisals to signpost expectations and align clear achievable goals; improved team productivity, efficiency and morale. Worked closely with manufacturers and suppliers to ensure staff were educated, informed and equipped to carry out their roles with diligence.
- Implemented a complete overhaul of the Aftersales customer experience, by championing transparency with VHC videos to customers. Progressed customer comforts and convenience by implementing simple changes to the retailer to add value to customer experience such as mobility, lounges and work spaces.
- Worked closely with the Parts team to regain some lapsed trade customers. Implemented a process which included lost sales, better transparency and communication and saw trade sales increase by over 60%. Worked with the parts team to reduce our stock value by over €300K.
- Utilised manufacturers assets and resources to suit our customers needs in line with customer satisfaction and business needs.
- Responsible for a team of 40+ staff ensuring productivity, morale and compliance with business needs.
- Streamlined warranty claims process to enhance customer experience and supported a cross site self audit programme to ensure training and support and minimise risk at manufacturer audit
- Developed robust aftersales policies specifically at front desk to ensure increased repeat business.
- Set up a comprehensive feedback system for customers which enriched the quality of services offered.
- Oversaw planning and execution of stock vehicle management to ensure forecourt cars were prepped and campaign compliant to minimise delays at point of sale.
- Optimised sales and marketing methods to best engage, acquire and retain customers.
Senior Service Advisor and Bodyshop Co-ordinator
Laharts Garage
Kilkenny, County Kilkenny
2016.08 - 2023.05
- Improved customer satisfaction by promptly addressing complaints and queries.
- Led troubleshooting efforts, resulting in prompt issue identification and resolution.
- Developed team morale for enhanced productivity.
- Enhanced overall workshop safety following strict adherence to company guidelines.
- Streamlined communication with technicians, leading to quicker problem resolution.
- Built strong relationships with customers through proactive follow-ups post-service.
- Handled complex repair issues for increased customer satisfaction.
- Reduced wait times with efficient scheduling of service appointments.
- Served as a liaison between technicians and customers ensuring smooth operations.
- Maintained up-to-date knowledge of automotive industry trends, contributing to an expert advisory role.
- Collaborated with service technicians to order parts for customers.
- Registered customer information on the database to maintain accurate records.
- Educated customers regarding regular maintenance protocols to preserve conditions of vehicles.
Assistant Manager
Electrocity
Kilkenny
2014.03 - 2016.08
- Managed daily operations to ensure smooth running of the shop floor.
- Increased staff productivity by providing comprehensive training programmes.
- Created a positive work environment, resulting in higher employee morale.
- Handled customer complaints effectively, restoring trust in our brand.
- Honed my negotiation skills in dealing with all aspects of the public.
- Handled stock control duties diligently preventing overstocking or shortages.
Education
Bachelor of Arts - Humanities
St Patrick's College, Drumcondra
Dublin 2006.09 - 2009.06
Leaving Cert -
Kilkenny CBS
Kilkenny 1999.08 - 2006.06
Skills
Aftersales consultation
Automotive industry experience
CRM software usage
Technical product understanding and knowledge
Account management and development
Client retention strategies
Fostering client loyalty
Up-selling techniques
Territory management
Satisfaction analysis
Market and competitive analysis
Forecasting
Process improvement
Performance tracking and evaluations
Continuous improvements with service delivery standards
Development strategies
Resolution-orientated
Excellent communication skills
Rapport and relationship building
Customer approach
Affiliations
- Sport and Politics
References
References available upon request.
Timeline
Aftersales Manager
Bolands Waterford City
2023.05 - Current
Senior Service Advisor and Bodyshop Co-ordinator
Laharts Garage
2016.08 - 2023.05
Assistant Manager
Electrocity
2014.03 - 2016.08
Bachelor of Arts - Humanities
St Patrick's College, Drumcondra
2006.09 - 2009.06
Leaving Cert -
Kilkenny CBS
1999.08 - 2006.06