Shanthan Martin
Cape Town
Summary
A detail-oriented individual with a knack for quickly grasping new environments and products. Thrives in fast-paced settings. Methodical and meticulous nature combined with deep understanding of importance of customer service. Keen attention to detail and consistently delivers superior customer experiences. Extensive knowledge in team leadership, After-Sales, Customer relations, Key Accounts, Business operations, and Administration. Completed Business Management degree part-time. Ultimate goal is to provide organizations with quality and seamless business journey. Building strong relationships with customers, vendors, and colleagues. Valuable asset to any organization. Excels in collaborative settings and effectively communicates with individuals at all levels of staff hierarchy. Confident in ability to succeed. Proven track record across various fields. Recognizes importance of diversifying skills and strives to perform at best to ensure quality and meet deliverables within any organization. Open to positions in Cape Town and abroad.
Overview
12
12
years of professional experience
Work History
Key Accounts Manager
SCW Mobility Group
07.2024 - Current
- Representing - Nissan, Haval-GWM, Mercedes-Benz, Chery, Omoda Jaecoo, BAIC, and Hyundai within the after-sales division.
- Boosted client satisfaction by developing and maintaining strong relationships with key accounts.
- Conducted regular account reviews to monitor progress, identify opportunities, and address concerns.
- Developed a comprehensive understanding of customers'' needs, enabling targeted up-selling and cross-selling efforts.
- Strengthened overall portfolio performance by conducting thorough market analysis before presenting findings during quarterly review sessions.
- Building and maintaining strong business relationships with new and existing clients to drive after-sales growth.
- Signing up new clients with reasonable credit limits and managing their accounts effectively.
- Attending to and resolving supplier issues related to staff or service concerns immediately.
- Conducting regular supplier visits to ensure maximum sales through the parts and workshop departments.
- Collaborating with OEMs to acquire PDI (Pre-Delivery Inspection) units to boost workshop and parts department revenue.
- Vetting credit applications to ensure all required documentation is properly submitted and processed.
- Canvassing specific industrial areas to identify and secure new business opportunities.
- Scheduling and conducting meetings with potential clients to discuss credit account options.
- Developing and executing advertising campaigns to promote account specials and after-sales credit account benefits.
- Coordinating with account managers to ensure payments are received within agreed timelines.
- Holding weekly strategy meetings with company owners to track progress and align with business growth objectives.
- Resolved customer issues promptly, fostering loyalty and strengthening long-term relationships.
After-Sales Manager
SCW Group - Haval Milnerton
11.2023 - 06.2024
- Managed after-sales operations, including service, warranty, and customer support.
- Led a team of service advisors, technicians, and support staff to ensure high customer satisfaction.
- Developed and implemented after-sales strategies to improve service efficiency and customer retention.
- Monitored key performance indicators (KPIs) such as service revenue, customer feedback, and warranty claims.
- Ensured compliance with manufacturer standards and service quality guidelines.
- Handled customer escalations and resolved service-related issues to maintain brand reputation.
- Coordinated with parts and inventory teams to ensure timely availability of spare parts.
- Provided training and development programs for service staff to enhance performance and technical expertise.
- Managed warranty claims, ensuring accuracy and prompt processing with the manufacturer.
- Analysed customer feedback and market trends to implement improvements in service offerings.
- Achieved recognition as the top workshop in the country for March and April 2024.
- Identified upsell opportunities through regular analysis of customer feedback and purchase data.
- Developed strong relationships with suppliers, ensuring prompt parts availability and minimizing delays.
- Fostered a culture of continuous improvement through open communication channels that encouraged feedback from all team members.
- Increased revenue by offering tailored after-sales packages based on individual customer needs.
- Ensured compliance with all relevant regulations, maintaining up-to-date knowledge of industry best practices for safety and environmental stewardship.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Senior Service Advisor
Motus (Renault & Kia)
12.2018 - 08.2023
- Customer service ambassador, first line of engagement with customers, Meet and greet customers with a smile, listen to requests or concerns, and provide solutions with efficiency
- Carry out vehicle inspections with customers when required
- Ensure daily allocation of work
- Continuous and timely communication with customers
- Improve and maintain customer service index percentages to agreed standards
- Provide accurate quotations when required and ensure that customers are aware of payment procedures
- Assist management with the process efficiency initiatives introduction of new methods of work designed to improve efficiency
- Ensure company image and brand at all interactions
- Ensure best of breed client experience of professionalism and quality of service is maintained when dealing with customers
- Maintain a 'Fix Right First Time' policy for repairs
- Monitor work-in progress to ensure that you are kept up-to-date with repairs/service
- Build and always sustain customer relationships
- Weekly Reporting of VOR & VOP to Renault South Africa
- Self-management, work without supervision and performance ownership
- Upsell of products and services
- Ensuring targets are met Target of R360 000.00 on a monthly basis to ensure workshop targets are met
- Creating job cards and sublet orders, costing and invoicing
- Providing exceptional customer service, including establishing customers onward travel arrangements, updating customers whilst their car is in our workshop, handing over vehicles after service work and maintaining ongoing relationships with your customers
- Kia / Renault Top Service Advisor 2019 / 2020 / Current (Western Cape Region)
- Winner of Service Advisor of the year 2020/2021 Renault SA Nationally
- Runner up of Service Advisor of the year 2021/2022 Renault SA Nationally
- Kia Service Advisor Program Certified Level 3 – Completed
- Motus Innovation Future makers top 10 Finalist Award
Customer Service Consultant
Motus Corporation
07.2018 - 11.2018
- Dealer management approx
- 30 Dealers
- Liaise with Dealers on Follow up on customer vehicle enquiries and resolution
- Update Customers on vehicle progress
- Weekly reporting and scheduling on motor parts ordered
- General management reporting
- Minimizing Customer complaints
Costing Consultant
JD Wooden Touch cc
06.2013 - 06.2018
- Responsible for all the Costing’s functions in the branch
- Responsible for Sales, Quotations, Inventory Control, House Keeping, Queries
- Debt Control and credit control functions
- Inbound and Walk-in Customer sales
- Any other functions required from management daily
- Manage Monthly targets of at least R 1 800000.00 to secure business development
- Responsible for Sales Repping and Marketing for the Company on a daily basis
- Knowledge of Aluminum / Wood / Glass Sections in the construction industry
- Ability to read House plans for quotation purposes and liaise with Architects and Quantity Surveyors
- Identify and quantify cost factors, such as production time, materials, and labour expenses
- Travel to jobsites to gather information on materials needed, labour required, and other factors
- Read blueprints and technical documents in order to prepare estimates
- Collaborate with engineers, architects, clients, and contractors on estimates
- Consult with industry experts to discuss estimates and resolve issues
Education
Further Education & Training Certificate - General Management Level 04
Seta Services
Remote04-2024
No Degree - Innovation Skills Competition
Motus
Johannesburg, South Africa02-2023
Qualified Service Advisor - Motor Industry
Renault South Africa
Johannesburg, South Africa12-2021
E Commerce -
PC Training College
01.2011
Microsoft Toolkits -
Test and Data Services
01.2010
Computer Literacy -
Mercury
01.2010
Matric Diploma -
South view high
12.2009
Skills
- Email Management Expertise
- Skilled in Creating PowerPoint Presentations
- Data Analysis in Excel
- Experienced with MS Word Applications
- CDK Drive Expertise
- Warranty Claims Management
- Problem-Solving Skills
- Collaborative Decision Making
- Results Oriented
- Efficiency in Delivery Processes
- Innovative Thinking
- Customer-Centric Approach
- Effective Self-Management
- Agile Problem-Solving
Educational Details
South View High Matric Diploma , 12/01/09
Short Term PC Training / CTI Academy - 2011
Qualified Senior Service Advisor - 2021
General Management Level 04 - 2023
Skills Matrix - Skills Knowledge And Tools
- Windows Packages
- MS Outlook
- MS PowerPoint
- MS Excel
- MS Office Word
- ITC / Experian
- CRM
- Autoline / Drive / CDK
- Warranties Claim Portal
- Chat GPT
Career Summary
Motus :
- Renault & Kia Service Advisor and management business planning.
SCW Mobility Group :
- Key Account Manager
- After-Sales Workshop Manager
- Credit Vetting
- Procurement
- Credit Control
- Campaign Management
- Administration,
- Customer service
JD Wooden Touch cc :
- Branch Administrator
Personal Information
- ID Number: 9201125055082
- Date of Birth: 12/01/92
- Gender: Male
- Marital Status: Married
Timeline
Key Accounts Manager
SCW Mobility Group
07.2024 - Current
After-Sales Manager
SCW Group - Haval Milnerton
11.2023 - 06.2024
Senior Service Advisor
Motus (Renault & Kia)
12.2018 - 08.2023
Customer Service Consultant
Motus Corporation
07.2018 - 11.2018
Costing Consultant
JD Wooden Touch cc
06.2013 - 06.2018
Microsoft Toolkits -
Test and Data Services
Matric Diploma -
South view high
Further Education & Training Certificate - General Management Level 04
Seta Services
No Degree - Innovation Skills Competition
Motus
Qualified Service Advisor - Motor Industry
Renault South Africa
E Commerce -
PC Training College
Computer Literacy -
Mercury
Similar Profiles
Munyaradzi MukungurutseMunyaradzi Mukungurutse
Junior IT Technician at SCW Mobility GroupJunior IT Technician at SCW Mobility Group
Delano ImmeDelano Imme
Warehouse Outbound Supervisor at Supply Chain Warehouse (SCW)Warehouse Outbound Supervisor at Supply Chain Warehouse (SCW)
Cindy SteinhorstCindy Steinhorst
Laboratory Assistant at GHC-SCWLaboratory Assistant at GHC-SCW