Amanda Haywood

PERSONAL Skills

responcibilities

• Managing all aspects of the Service Centre operations.  Including Admin (appointments, warranties, and filling) Service Advisors and Technicians.

• Ensuring Work in Progress is checked daily, monitoring the time the vehicle is at the dealer eliminating inconvenience to the guest.

• Checking Cash Outstanding daily making sure no vehicle is released without payment and all allocations are done.

• Dealing with all guest concerns and complaints.  Analysing and monitoring all PSE calls identifying the root cause and implementing counter measures. 

• Improving and managing processes thereby increasing productivity and profitability.  CPU increase on average by 500 units per month.

• Ensuring all KPI’s are met from a CE and Sales perspective.

• Working with prospective fleets on building a relationship of trust and transparency thereby securing all the vehicles from the fleet.

• Month end reports, commission calculation, Loading of EPI results, submitting workshop Sewells, ensure all leave is captured.

• Managing the workshop budget, checking expenses

• By analyzing CE results and doing root cause analysis on the PSE cases and implementing countermeasures, the CE increased from Silver Status to Lighthouse in 3 months.

• Measuring the Service Advisors performance, Technician’s performance, TeamGP Training and Financial KPI’s by means of Visual Management enables me to see at a glance if there is a concern.  These concerns are then investigated and addressed.

• Visualising PSE results assists in identifying what area is a concern. Deeper analysis is then done to get to the root cause and implement countermeasures.  This is all displayed by means of visual management. 

• Managing staff, increased staff retention.  Spending time on an individual basis with staff members coaching and mentoring them thereby increasing the morale and commitment of all staff which in turn gives us the results we need.

• Health and Safety.  Responsible for all aspects of health and safety.  Ensuring all training for first aid, fire marshals, SHE reps ext. is done and up to date.  Monitoring all check sheets making sure it is done monthly to ensure that all items are serviced on time i.e. lifts, fire equipment, compressor ext.  Making sure all signs, SOP’s and work instructions are updated and displayed where needed. 

• Assisting in ensuring all aspects of the CSDP program are met in order to secure a maximum payout.

• Checking and ensuring the workshop is Kodawari compliant.

ACHIEVEMENTS

Halfway Toyota Fourways service center recorded significant growth in the following fields:

• Customer experience increased from Silver category to Lighthouse status.
• Increase in Monthly sales. 
• Increase in Staff retention.
• 87% recycled waste.

Kodawari updated and Eco 3 Advanced updated.

GRADE 12

MASTER SERVICE ADVISOR