1. Add. : 6 Carnation Crescent, Sittingbourne, Kent. ME10 4RY Tel. : 07811851365 E-Mail : leigh.joiner@yahoo.co.uk
“An accomplished & results oriented manager with extensive experience in operations management, business
development, product, services & aftersales management within blue chip organizations in highly competitive
existing , emerging & developing international markets. Highly developed leadership skills coupled with strong
customer & client insight , consistently delivering profitable solutions. Adept at managing large operations &
presenting at board & senior executive level. Highly developed interpersonal & communication skills with an
excellent ability to motivate & lead teams in line with the strategic vision & corporate goals.”
Account management ● Asset management ● Balance ● Budgeting ● Business development ● Business strategy ●
Concept development ● Customer relations ● Facilities management ● Government ● Health & safety / security
Human resources ● Logistics ● Marketing ● Project Management ● Negotiating / purchasing ● Teaching / Training
QC/QA Control ● Senior management
Group Customer Service & Aftersales Manager 2013 -
Mercedes Benz Corporate , London
Responsible for UK corporate offices – the busiest & highest selling offices in Europe  Generated £524,870 for company
& successfully resolved 2026 cases to date  Introduced aftersales & complaints procedures to whole business
Key account management  Complex & legal complaint case resolution  Technical campaign introduction  Advising &
overseeing aftersales standards across the retail network  Training team & branches  Process & strategy development &
introduction  Debt recovery  Operational management of vehicles from factory to end user  One to one contact & presenting to
personal & corporate end users  Minimizing financial impact , vehicle exchanges & buy backs  Leading & supplying support to
CSE’s & KAM’s  Managing customer service, administration & delivery teams  Adhering to transparent & effective business
practices
Director of Sales & Business Development 2009 - 2012
Kukbo Design , Ho Chi Minh City
The only foreign employee in the whole company  Generated £67,000,000 of business leads in first year ● Only member
of company to ever sign foreign contracts  Covered all of Vietnam & South Korea
Project management of fit out projects  Compiling technical & commercial proposals  Contract negotiation  Locating &
generating new business  Use of available media to reach target audiences  Generating leads for sales & marketing team 
Planning sales & marketing targets, objectives & strategies  Training team on customer service & sales techniques  Building &
maintaining client relationships  International client presentations  Leading company with international standards & techniques
Client Liaison Manager 2008 - 2009
Royal Mint Court , London
Manager of a 32,000 m2 Grade II listed building (owned by The Crown) & three others in the heart of London  Only
Manager to consecutively beat targets on a monthly basis  Responsible or over 300 clients
Facilities management - Representing the companies interests to high level clients  Meeting the daily needs of all clients 
Carrying out health & safety procedures  Meeting & beating targets  Training team to meet company standards  Maintaining the
highest possible standards set by the company  Being the sole contact for onsite clients & external contacts  Leading a large
team on a daily basis  Negotiating contracts  Implementing sales strategies  Assisting clients with business operations
Aftersales Team Manager 2004 - 2008
Porsche , East London.
Hired to pilot a new opening hours concept (the only one in UK)  The most productive team in dealership 
Managing & sole responsibility of whole dealership  Highest customer satisfaction levels
Advising & maintaining customer service needs set by Porsche worldwide  Dealing with problematic customer queries &
complaints  Warranty processing  Training staff  Meeting customer service level & productivity targets  Budgets & projections
 Leading & motivating a technical team environment  Maintaining & clearing work in progress/aged debt.
Customer Service Team Manager 2003 - 2004
Mercedes Benz , Canary Wharf, London.
Only member of staff qualified to ‘slot’ into every position in dealership  Never had outstanding/aged debt on work in
progress  Instrumental in operations change over by Mercedes Benz
Dealing with customer queries & complaints  Contract/Warranty processing  Training staff  Designing & implementing new
procedures set by Mercedes Benz  Meeting high customer service level targets  Processing wages  Advising customers on
vehicle maintenance costs & actions  Leading a technical & administrative team  Customer retention concentration  Finding
new business  Maintaining & clearing work in progress  Man hour & workshop utilisation  Budgeting  Accounts

2. English Language Teacher 2000 - 2003
Ho Chi Minh City ,Vietnam.
Became ‘the face’ of the company & used for all marketing campaigns  Highest student pass rate 
Leader of in-house teaching seminars & workshops
Teaching oral & written English  Leading classes of adults & children  Training other teachers  Preparing stimulating & fun
classes  Abiding to strict time constraints  Taking exams  Grading students  Marketing for school  Supplying discipline & an
example to students  Helping students reach their full potential
Aftermarket & Sales Advisor 1997 – 2000
Mercedes Benz , Newcastle Upon Tyne.
Recovered £60,000 from warranty claims that company had written off 
Sole contact with Mercedes Benz HQ UK
Contract/Warranty processing  Training staff  Designing & implementing new procedures to streamline department  Processing
wages  Vehicle & contract sales  Advising commercial transport companies & individuals on service packages  Dealing with
ministry of transport laws  Dealing with customer problems especially when on continent
Customer Advisor Team Leader 1996 – 1997
Eagle Star Direct , Newcastle Upon Tyne.
Gained three promotions in one year  Continually highest achiever on sales floor
Advising customers on insurance policies  Dealing with customer queries & complaints  Marketing representative Selling motor,
home & travel insurance  Issuing legal documentation  Meeting weekly & monthly targets  Working , leading & motivating a
telephone sales team environment
Customer Service & Sales Co-Ordinator 1993 – 1996
Volvo UK Ltd. , Watford , Herts.
Group administration manager (covering four dealerships)  Only point of contact for several large haulage companies 
Logistics supervision whilst clients on sub continent
Account handling  Preparing contracts  Selling vehicles & service contracts  Calculating budgets, profits & man-hour utilisation
 Liaising directly with customers instead of via third party  Providing emergency customer assistance  Processing wages 
Logistical control of manpower & equipment  Training & development of staff
Date Of Birth – 7/10/1975 Driving Licence – Full/Clean Marital Status – Married
Health – Excellent Nationality – British Smoker – No
1992 - 1993 Diploma
Oaklands College, Construction Studies Pass
Hertfordshire
1987 – 1992 GCSE
Astley Cooper Secondary School, Art & Design – A  English Literature – B  English – B  History – B
Hemel Hempstead Science – C  Business Studies – C  Graphic & Product Design – C
Maths – B  French – D
Software Packages Used : Excel  Word  Lotus  PowerPoint  Kerridge  Autocad  MPP
Hobbies & Interests : Marathon Running  Skiing  Walking  Cinema  Debating  Travel to ‘off beat’ places
Other : Qualified English TEFL Teacher
Available upon request