Raffaele Perrina
Trento
Summary
Driven Aftersales Technician with 4 years of experience resolving customer and dealer inquiries. Expertise in documenting interactions, preparing reports, and coordinating services to enhance client retention. Collaborative team player focused on optimising processes and maintaining high customer satisfaction. Committed to fostering relationships and contributing to business growth.
Overview
3
3
Languages
1
1
Certification
14
14
years of professional experience
Work History
After Sales Service Specialist
Husqvarna UK
Newton Aycliffe
06.2022 - Current
- Providing technical support for Husqvarna Dealers.
- Addressed and resolved customer queries through high-volume telephone calls, enhancing customer satisfaction.
- Served as point of escalation for complex customer issues, capturing timely resolutions to drive client retention.
- Facilitated smooth service operations by organising resources and managing time effectively.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues to enhance satisfaction.
- Managed over 200 customer inquiries (calls, emails and CRM) daily in a fast-paced centre, ensuring timely responses.
- Assisted customers with product-related questions, feedback and complaints.
- Evaluating and repairing machines returned to the workshop and feeding back any findings.
- Develop technical support information for product training.
- Addressed general technical questions to support team operations.
- Prepared detailed reports on service performance, providing insights for management to inform decision-making.
- Monitored service quality through regular assessments, identifying areas for improvement and actioning changes.
- Utilised CRM systems to track client interactions and service outcomes, enhancing operational efficiency.
- Led team meetings to discuss service challenges and brainstorm innovative solutions, fostering a culture of continuous improvement.
- Conducted in-depth product training sessions for new staff, fostering a knowledgeable and customer-focused team environment.
- Developed comprehensive training materials for new staff, ensuring high standards of service delivery were maintained.
- Conducted product demonstrations, highlighting features and benefits to inform and engage customers.
- Participated in industry events and workshops to stay informed of the latest service innovations and best practices.
- Acted as a brand ambassador at external events, representing the company and expanding its customer base through skilled networking.
- Negotiated with suppliers to resolve product issues on behalf of customers, securing replacements or refunds when necessary.
- Monitored email to promptly collect and respond to complaints.
- Acted as a brand ambassador at external events, representing the company and expanding its customer base through skilled networking.
Workshop Technician
ARB and Grounds Equipment Ltd.
Derby
05.2021 - 06.2022
- Serviced and maintained equipment for leading brands: Husqvarna, Stihl, Alko, Honda, Stiga, Atco, and John Deere, ensuring adherence to manufacturer specifications.
- Performed repair, service and maintenance on a diverse range of garden tools: chainsaws, trimmers, brush cutters, hedge trimmers, lawnmowers, riders, tractors, and auto mowers, ensuring optimal performance and customer satisfaction.
- Executed repair, service and maintenance on various construction equipment including grinders, jackhammers, drills, and disc cutters to uphold operational standards.
Workshop Technician
Kalehurst Garden Machinery Ltd.
Newbury
05.2018 - 05.2021
- Performed repair, service and maintenance on a diverse range of garden tools: chainsaws, trimmers, hedge trimmers, walk-behind mowers, riders, tractors, and automowers
- Serviced equipment for various brands: Husqvarna, Stihl, Alko, Honda, Stiga, Atco, John Deere, Ryobi, Briggs & Stratton
- Maintained workshop equipment, performing regular servicing to prevent malfunctions.
- Led workshop safety meetings, promoting awareness and preventing workplace accidents.
- Supported continuous technical improvements and aided innovation with highly complex mechanical engineering projects.
Kitchen Team Member
Leon Restaurant
London
02.2018 - 05.2018
- Stocked and replenished kitchen supplies to ensure all ingredients were available for the kitchen team
- Communicated effectively with customers and staff, fostering a positive work environment
- Provided friendly and helpful assistance to guests, enhancing overall customer experience
Workshop Manager
Agri Services.a.s
Ariano Irpino
06.2016 - 01.2018
- Provided maintenance and repairs for brands including Husqvarna, Dolmar, Makita, Stihl, Honda, Active, Efco, OleoMac, Ama.
- Repaired, serviced and maintained a range of construction equipment: grinders, jackhammers, drills.
- Repaired, serviced and maintained various garden tools: chainsaws, trimmers, brush cutters, hedge trimmers, lawnmowers.
Workshop Technician
Edil Agri Center s.r.l
Ariano Irpino
07.2012 - 06.2016
- Serviced and repaired various garden tools, including chainsaws, trimmers, brush cutters, hedge trimmers, and lawnmowers, ensuring optimal performance for customers.
- Delivered maintenance and repair services for brands such as Dolmar, Makita, Honda, Active, Efco, OleoMac, and Ama, enhancing reliability and customer satisfaction.
- Serviced and repaired a range of construction equipment, including grinders, jackhammers, and drills, to maintain high operational standards.
Education
Entry 3 - Pearson Edexcel Functional Skills Qualification: Entry 3
Newbury College
Newbury08-2019
Diploma - Technical accountant, commercial expert and programmer.
Istituto Tecnico Commerciale Statale per Geometri "G.Bruno"
Ariano Irpino07-2011
Skills
- Technical support
- CRM systems utilisation
- Service quality monitoring
- Network troubleshooting
- Troubleshooting skills
- Complex problem solving
- Escalation handling
- Technical presentations
- Onboarding training
- Decision-making
- Teamwork
- Customer service excellence
Languages
Italian
English
French
Custom
Linkdin
Certification
- Pearson Edexcel Funcrional Skills Qualification: Entry 3
- First Aid, Langton Mediacal Training
- Master Technician Servicing
- Hybrid, Automower and battery products
Accomplishments
- Improved Aftersales reviews by successfully handling customer complaints and implementing monthly staff training.
Timeline
After Sales Service Specialist
Husqvarna UK
06.2022 - Current
Workshop Technician
ARB and Grounds Equipment Ltd.
05.2021 - 06.2022
Workshop Technician
Kalehurst Garden Machinery Ltd.
05.2018 - 05.2021
Kitchen Team Member
Leon Restaurant
02.2018 - 05.2018
Workshop Manager
Agri Services.a.s
06.2016 - 01.2018
Workshop Technician
Edil Agri Center s.r.l
07.2012 - 06.2016
Entry 3 - Pearson Edexcel Functional Skills Qualification: Entry 3
Newbury College
Diploma - Technical accountant, commercial expert and programmer.
Istituto Tecnico Commerciale Statale per Geometri "G.Bruno"