Please treat this CV as confidential

1

MARY PRESTON

CURRICULUM VITAE

PERSONAL DETAILS

Identity Number : 5707170045087

EE : White Female

Nationality : South African and Irish

Area of Residence : Benoni, East Rand

Languages spoken : English and Afrikaans

Availability : Immediate

Car & Driver’s License : Own car and Code 8 Driver’s License

Cell phone number : 082 644 2159

Email : marymay@vodamail.co.za

Linkedin Profile : https://za.linkedin.com/in/mary-preston-362b8221

EDUCATION

Highest Qualification : Secretarial Diploma, Greenoaks Secretarial College – 1975

Matric : Edenvale High School – 1974

SKILLS

Excellent Customer Care skills – to always be customer focused.

Excellent typing skills and technical skills.

Ability to troubleshoot on all AutoTrader digital products.

Outstanding relationship management, interpersonal and communication skills.

Exceptional listening skills, with the ability to detect problem / risks.

Highly motivated self-starter, capable of working in a team environment as well as on your own.

Excellent Mathematic skills.

Computer literacy, including MS Office Suite.

CAREER SUMMARY

Date Company Title

04.2016 – 12.2016 Auto Trader South Africa Customer Support Executive: Auto Fuzion

04.2014 – 03.2016 Auto Trader South Africa Customer Support Engineer: Used Car

07.2011 – 12.2016 Auto Trader South Africa Sales Support Agent

06.2010 – 06.2011 Auto Trader South Africa Territory Photo Agent

10-2005 – 05.2010 Auto Trader South Africa Copy Collector

01.2001 – 09.2005 Auto Trader South Africa Freelancer

01.1975 – 12.2000 Various admin related roles

References available on request

Please treat this CV as confidential

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DETAILED WORK HISTORY (FROM MOST RECENT)

AutoTrader South Africa/ Automotive Digital Solutions

Customer Support Executive: Auto Fuzion

04.2016 – 12.2016

Responsible for the technical support and on-boarding of 57 dealers

Achievements to date:

Migrated 80% of customer base from one product to another in 3 weeks

Completed on-boarding with all customers within SLA time frame

Achieved above average scores for KPI’s consistently

Maintained client stock levels and ensured it was up to date and fully loaded as required

Built and maintained successful relationships with clients

Duties & Responsibilities:

To provide Field Support to dealers using AutoFuzion, ensuring the stable operation of customer

purchased products. This includes installing, maintaining, supporting and optimizing all products. To drive

service success that improves customer satisfaction, maximizes retention and increases profitability, while

embracing “The Road Less Travelled.” This role will interface directly with Customers.

Training / On-boarding

To install and train all customers on AutoFuzion, on all available products from the company including

all response products

o Ensure customer is active within 24 hours of on boarding mail received from team leader

o Mail OLS to create the user and to add a stock item to the profile

o Check if customers profile and stock item is live prior appointment

o Ensure the correct user is created as Admin on the profile

o Ensure user creates a password for AF

o Upload all customers stock on first visit

o Do basic AF training with all AF users at the dealership (first visit), training on (Merchandising /

Leads / User Management and Applications)

o Complete logo brief (as per agreed KPI) – where applicable

o Complete banner brief (as per agreed KPI) – where applicable

o Complete website brief (as per agreed KPI) – where applicable

o Set appointment with users for 2nd

visit to do further training (Stocking/Appraisal/Pricing and all

application) and to upload stock

o Customer to sign off completion of training doc (indicating what he/they has been trained on)

o Confirm completion of training, stock amount uploading, next appointment date by mailing

OLS, Team Leader and AE.

To monitor customer engagement levels on a weekly basis, thus identifying gaps and address with

appropriate guidance

Support

To maintain customers current AutoFuzion systems and tools

To provide technical product training and user functionality training to customer base when required

To resolve customer issues with software with the agreed SLA time (within 24 Hours)

To ensure customer satisfaction is maintained – regular CSI’s will be completed (monthly)

To escalate technical issues to line manager and IT as needed.

To provide product feedback/customer suggestions to line manager

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General

Effectively manage the progress and results of customers assigned.

Build and develop strong working relationships with customers and all users at all levels from dealer

principal, owner, decision-maker etc.

Work with high risk clients and determine proper action plans.

Demonstrate account ownership by responding to client requests with a constant sense of urgency.

Monitor and analyze account performance and trends to determine adjustments to dealer expectations,

goals and objectives in order to achieve results.

Closely monitor system red flags and emergencies with clients, taking immediate action at all times.

Continually work to turnaround cancelled accounts.

Effectively manage time and activity to successfully engage with at least 4 clients per day.

Actively participate in product development, enhancement review sessions to continue in development

as an AutoFuzion Customer Support Executive.

Engage and participate in the exchange of best practices across the entire Customer Support Team.

To inform client directly should there be a delay in seeing him at set appointment time.

To complete KPI’s daily after customer visits

To update diaries daily

To complete weekly area customer reports and submit to line manager.

To produce reports on a weekly basis

To ensure that all complaints or queries are resolved within 24 hours of clients initiation

To perform any other reasonable task which may be required from time to time.

Reasons for leaving:

Retrenched

AutoTrader South Africa

Customer Support Engineer: Used Car

04.2014 – 03.2016

Achievements:

Completed on-boarding within SLA time frame

Achieved above average scores for KPI’s consistently

All MAM adverts proofed by client timeously and ready for publication

Migrated 90% of customer base from one product to another in 4 weeks

Maintained client stock levels and ensured it was up to date and fully loaded as required

Duties & Responsibilities:

Same as above

Role focused on customers using Dealer Edit system

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4

AutoTrader South Africa

Sales Support Agent

07.2011 – 12.2016

Achievements:

Create print adverts with proof to client before deadline

Stock efficiently and accurately uploaded to website

Accurate changes made timeously to magazine adverts

Built and maintained successful relationships with clients

Duties & Responsibilities:

To call on customers for the purpose of collecting copy and photographs as well as provide and fulfil a

training function for all products available from the company whilst actively living the corporate value

system.

OTHER EMPLOYMENT

Various admin related roles

01.1975 – 12.2000

Date Company Title

1999 ARC Light Alloy 4X4 Accessories P.A./Customer Relations, Quotations, Sales

1998 Carl’s Foods Girl Friday

1994 – 1997 Part Time Employment/ Stay at home mom

1981 – 1994 Food & Nutritional Products (Nestlé) Secretary/P.A. to National Sales Manager

1981 Klapmuts Concrete Products Receptionist/Girl Friday

1979 – 1980 Corobrik Transvaal Secretary to Personnel Manager

1975 – 1979 Creamer, Rae & Co. Chartered Accountants Balance Sheet Typist/Receptionist