Ross Wheatley

Overview: As the Head of Parts sales my role revolves around driving revenue through effective sales, marketing and maintaining excellent customer relations through both B2B and retail sales channels.

This role requires excellent time management, problem-solving and being able to lead and coach a team in a fast paced environment, while always focusing on delivering the best customer experience.

I have always maintained a very analytic approach while monitoring performance against budgets and KPI's.

Other Skills

• Demonstrated leadership skills in managing projects from concept to completion.
• Used strong analytical and problem-solving skills to develop effective marketing campaigns to grow existing customer sales and create new sales channels.
• Monitored and improved operations, improving efficiency and profitability.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Identified issues, analyzed information and provided solutions to problems.
• Gained extensive knowledge in data entry, analysis and reporting.

Overview: As the Aftersales Manager I was responsible for leading and managing all aftersales operations to ensure exceptional customer satisfaction and efficient service delivery for two large, successful independent dealerships.

I played a pivotal role in coordinating and optimizing the entire aftersales process, from customer interaction to team management, involving strategic planning and the creation of continuous action plans and campaigns to help generate new customer business and customer retention.

During my time in the role I increased the workforce by hiring key members of staff across multiple departments due to the increase in business as a result of growing the customer base and improving overall revenue for the company.

I continually achieved all targets, while closely managing company budgets.

Other skills

• Led, motivated and managed a team of over thirty members of staff across a number of departments. Ranging from service advisors, customer support, workshop technicians, car-hire personnel, warranty processors, valetors and other support staff.
• Populated, reviewed and utilized KPI's to meet and exceed internal company targets and targets set out by the manufacturer. Analyzing key performance metrics, such as service efficiency across all departments, customer satisfaction and revenue.
• Developed and implemented strategic plans for the continuous improvement of operations. Identifying opportunities for business growth, expansion, and increased market share. Providing input to senior management based on industry trends and customer feedback and regularly generating insightful reports for shareholders.
• Fostered a positive working environment that encouraged collaboration, innovation, and continuous improvement. Identifying training needs and implementing development programs to enhance team skills.
• Assigned tasks and responsibilities, balancing workloads to optimize team efficiency and profitability. This included planning and coordinating daily service operations to ensure a seamless workflow.
• Handled escalated customer concerns or issues promptly and worked towards effective resolutions, implementing initiatives to enhance overall customer satisfaction and loyalty.
• Monitored stringent quality control measures to maintain high service standards. Conducting regular audits of service processes and procedures, driving continuous improvement and ensuring to meet compliance with industry standards and regulations.

Overview: As Parts Sales and Aftersales Manager my role was to lead and guide the sales teams towards achieving revenue targets and fostering strong client relationships. This dynamic position involved blending strategic planning, team leadership, and hands-on engagement with clients and staff.

The position included managing two successful dealerships, consisting of two separate workshops, warranty departments and parts departments.

During my time in this role I increased revenue and overall sales of all departments year on year continually.

Key Responsibilities:

• I was responsible for formulating and implementing robust sales strategies aligned with overall business objectives.
• Analyzing market trends, customer behaviours, and competitor activities to identify growth opportunities.
• Leading and motivating a team of sales professionals, providing clear goals and direction.
• Conducting regular training sessions to enhance the team's skills and keep them updated on industry trends.
• Building and maintaining strong relationships with key clients, understanding their needs, and ensuring high levels of satisfaction.
• Engaging with clients during critical sales processes, negotiations, and issue resolutions.
• Utilizing sales data and performance metrics to forecast future sales and set realistic targets.
  Generating comprehensive reports for upper management, highlighting achievements, challenges, and recommended improvements.
• Conducting ongoing market research to identify emerging trends, customer preferences, and competitive activities. Adjusting sales strategies based on market dynamics to stay ahead of the competition.
• Collaborating with senior management to develop long-term sales plans and strategies.
  Implementing initiatives to penetrate new markets and expand the customer base.
• Developing and managing the sales budget, ensuring efficient allocation of resources.
  Monitoring expenses and ensuring adherence to financial targets.
• Continuously evaluating and optimizing sales processes for efficiency and effectiveness.
  Implementing best practices to enhance the overall sales experience for clients.
• Working closely with marketing, product development, and customer support teams to ensure a cohesive approach to business objectives.
  Providing valuable insights to aid in product development and marketing strategies.
  

• Met with customers to discuss service needs and develop effective and practical solutions.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Negotiated with vendors to secure best prices for parts and supplies.
• Maintained records of service transactions and customer feedback for future reference.
• Monitored service staff performance and provided feedback for improvement.
• Implemented strategies to increase customer service satisfaction ratings.
• Resolved customer complaints in professional and timely manner.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.

• Completed customer orders and warranty services according to manufacturer specifications.
• Analyzed and located malfunctions in brakes, motors, switches, and control systems.
• Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
• Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
• Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
• Performed safety and emissions inspections.
• Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
• Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
• Inspected damaged vehicles to estimate repair labor cost and required parts expense.
• Investigated customer complaints to identify cause of malfunctions.
• Explained maintenance and repair needs to customers and offered advice on preventative maintenance.

• Completed customer orders and warranty services according to manufacturer specifications.
• Analyzed and located malfunctions in brakes, motors, switches, and control systems.
• Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
• Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
• Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
• Performed safety and emissions inspections.
• Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
• Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
• Inspected damaged vehicles to estimate repair labor cost and required parts expense.
• Investigated customer complaints to identify cause of malfunctions.
• Explained maintenance and repair needs to customers and offered advice on preventative maintenance.