1. KIRSTY MCALLISTER
5 Lyndhurst Close
Hawkesbury Village, Coventry, CV6 6TD
Mobile: 07496 755 128
Email: Kirstymc87@icloud.com
PROFILE
I am a professional, committed and competent Operations Manager within the automotive
industry. Having 11 years of experience in the industry my knowledge and skills have
developed resulting in continuous progression. I am passionate and motivated always striving
to meet and exceed KPI’s and SLA’s.
Over the past 6 years of employment with Jaguar Land Rover I have been challenged to
develop my Brand, Product & Industry Awareness/Expertise, all which have developed my
personal and professional skills resulting in the passionate, motivated and determined person
I am today.
WORK HISTORY
Apr 2015
to
Present
Operations Manager
(Progression from Previous role)
Landar Limited (C/O Jaguar Land Rover)
Coventry
In April 2015 Jaguar Land Rover made a decision as a manufacture to change the
process and contract for Car Hire and Breakdown intervention and supply. I was
given the fantastic opportunity to expand my previous team of 12 executives to a
team of 35 operating out of a new office, thus creating the JLR CAT (Jaguar Land
Rover Customer Assistance Team)
Taking Operational responsibility for the JLR CAT meant introducing new
processes, Building relationships with stake holders and third party suppliers,
Creating work instructions and process maps for all processes, Implementing and
assuring adherence to insurance legalities, Data Protection assurance and
compliance, Absence and Disciplinary control measures, Safety in the workplace to
include Health & Safety, Invoicing, Data Reconciliation, VOR (Vehicle off road)
Reduction, CSI Improvement, meeting and exceeding Brand KPI/SLA’s, Team
Management performance and progression. Appraisal and Probation reviews,
Headcount & recruitment analysis and much more ……
Aug
2010
to
Apr 2015
Customer Service/ CHAPS Team Manager
Percepta (C/O Jaguar Land Rover)
Coventry
Working within a prestigious and well known Customer Relationship Centre for the
first 12 months as a Customer Service Executive, I thrived in this environment, I
gained knowledge and experience through systems, colleagues and passion to
succeed within the company.
After 12 months I qualified for a Deputy Team Manager role and thoroughly
enjoyed using my skills to progress and develop members of my team, I was able to

2. build relationships with the Management Team within JLR and show my continual
success rate of improving customer service exec performance, thus improving CSI
for the team.
A further 12 months later I was successful in applying for the Team Manager role
within an adjoined department Car Hire and Parts (CHAPS) This role was
challenging and a contrast to all previous experiences, this focused all my efforts on
reducing spend, driving down VOR time (vehicle off road) increasing customer
retention through fast and effective repairs. In this role I was able to showcase my
attention to detail and passion to succeed and develop a team.
Responsibilities Included: Monthly QOS reviews at a Director Level (Quality of
Service) Team Management to include: Holiday and Absence recording,
Investigation / Disciplinary & Suspension Hearings, Liaising with Third Party
Rental Suppliers, Invoicing internally and externally, Cost and Spend Reduction &
analysis, PIP & Succession planning, Performance enhancement, Bradford Factor
implementation and adherence and much more …….
May
2009
to
Aug
2010
Service Advisor
Drive Vauxhall
Leamington Spa
After being made redundant from my pervious role in January 2009, I had the
opportunity to work within a busy and successful dealership. Working within the
dealership meant I got an insight into Product and Brand frustrations from a
customer perspective and also gained a significant amount of knowledge around
manufactures warranties and term and conditions and workshop management and
challenges.
Responsibilities included: Checking in of customer vehicles, Completing vehicle
check sheets, Producing workshop job cards and insuring customer comments were
communicated, Upsell of dealership promotions, Liaising with Insurance companies
and Fleet companies, Invoicing Customer and Insurance Companies, 1Link data
inputting, Working closely with Sales in order to build relationships and
reassurance with new and existing customers, Planning drivers workloads and
timescales and much more ……
Jun
2005
to
Jan 2009
Customer Service advisor
Nationwide Crash Repair Limited
Coventry
Having qualified for this role as part of a work based apprenticeship, I gained a
huge amount of my industry knowledge within this role. Over the 5 years I
progressed from a Junior Customer Service Advisor to Office Manager.
Responsibilities included: Producing Job Cards, Invoicing Customers and
Insurance Companies, Authorising third party payments and supplier contracts,
Customer face to face and telephone interactions, Insurance company interaction
and updates, Upsell & commission selling, Minimising customer complaints and
containing situations, Employee payroll and time sheets, Reporting to Operational

3. Management, Introducing improved measures, Maintain CSI and KPI’s and much
more ……
EDUCATION
Sep 1998
to
May
2004
Bishop Ullathorne Catholic Senior School
Coventry
GCSE - AS Levels
 Mathematics - B
 Double Award Science - B
 English Literature - B
 English Language - B
 Geography - B
 Art - C
 Music - C
 Religious Education - C
 French - D
 English Literature - AS Level - B
 Art - AS Level - C
 Geography - AS Level - C
 Customer Service NVQ Level 1,2 & 3
 Business Administration NVQ Level 1,2 & 3
SOFTWARE/SYSTEM/SKILLS
 Microsoft Word, Exel
 Powerpoint
 Offsuite based data & reporting
 Salesmaster
 Visio
 Basecamp
 Fire Marshall & Safety Training
 St Johns Ambulance First Aid in the work place
 Equality & Diversity training

4. REFERENCES
Steve Salt – 07825 508 647 Bal Hayre – 01926 691 956
Operations Director Marketing & Digital Manager
Landar Limited JLR Customer Relations
Denbigh House Abbey Road
Milton Keynes Coventry
MK1 1DF CV3 4LF