Matt Callens

Experience

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  BT

  Sept 2017 - Mar 2019

  Customer Service Apprentice

  As a Customer Service Apprentice at Rivus Fleet Solutions, I am gaining hands-on experience in providing exceptional customer service within the fleet management industry. I work closely with experienced professionals, learning how to address client inquiries, resolve issues, and ensure seamless communication between customers and the business.Key Responsibilities:Assist in handling customer inquiries and service requests through phone, email, and online platforms.Support the coordination of vehicle maintenance, repairs, and service schedules in collaboration with the operations team.Learn and apply CRM tools to manage customer data, track service requests, and document interactions.Provide timely updates to customers regarding the status of their vehicles and service progress.Participate in training programs to build a strong foundation in customer service best practices and fleet management. Show less

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  Rivus Fleet Solutions

  Feb 2019 - Mar 2022

  As a Customer Experience Executive at Rivus Fleet Solutions, I am committed to delivering exceptional service by ensuring that our fleet clients receive tailored, seamless support throughout their journey. I focus on enhancing the overall customer experience, addressing concerns promptly, and continuously improving processes to meet and exceed client expectations.Key Responsibilities:Serve as the primary point of contact for fleet clients, ensuring all inquiries and issues are resolved efficiently and professionally.Collaborate with internal teams to ensure timely delivery and maintenance of fleet services.Gather and analyze customer feedback to identify areas for improvement and implement service enhancements.Manage the end-to-end customer experience lifecycle, from onboarding to ongoing support.Develop and maintain strong relationships with key accounts, ensuring satisfaction and long-term loyalty.Report on customer service metrics and provide insights to drive continuous improvement. Show less As the HGV Compliance Lead at Rivus Fleet Solutions, I oversee all aspects of heavy goods vehicle (HGV) compliance to ensure that our fleet operates safely, efficiently, and in full alignment with legal and regulatory standards. I play a key role in ensuring that our clients’ HGV fleets are maintained, inspected, and operated according to the highest standards, minimizing risks and ensuring roadworthiness.Key Responsibilities:Lead the development and implementation of HGV compliance strategies to meet DVSA and regulatory standards.Oversee routine inspections, maintenance schedules, and MOTs to ensure all vehicles are fully compliant and operational.Manage records of HGV servicing, inspections, and compliance checks, ensuring accurate documentation for audits.Monitor changes in regulations and industry standards, ensuring the fleet remains fully compliant with all legal obligations.Provide guidance and training to drivers and fleet managers on compliance procedures, ensuring best practices in fleet safety and legal adherence.Conduct internal audits and risk assessments to identify potential compliance gaps and implement corrective actions. Show less As a Customer Service Advisor at Rivus Fleet Solutions, I play a key role in delivering exceptional support to fleet clients, ensuring their needs are met efficiently and professionally. I handle customer inquiries, provide solutions to challenges, and act as the link between clients and internal teams to ensure seamless service delivery.Key Responsibilities:Serve as the first point of contact for customers, resolving inquiries and issues related to fleet services, maintenance, and repairs.Manage customer communications via phone, email, and online platforms, ensuring timely and accurate responses.Coordinate with internal teams to schedule maintenance, vehicle servicing, and repairs, ensuring minimal downtime for clients.Maintain detailed records of customer interactions, service requests, and resolutions in CRM systems.Provide customers with updates on vehicle status, repair progress, and any delays, ensuring clear and transparent communication.Gather and report customer feedback to help drive continuous service improvements. Show less

  • Customer Experience Executive

    Sept 2021 - Mar 2022

  • HGV Compliance Lead

    May 2021 - Sept 2021

  • Customer Service Advisor

    Feb 2019 - Apr 2021
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  BT

  Mar 2022 - Sept 2023

  Contract Professional

  As a Contract Professional at BT, I specialize in managing the end-to-end contract lifecycle, ensuring all agreements are structured to protect BT's interests while fostering long-term, mutually beneficial partnerships. I collaborate with various teams to draft, negotiate, and manage contracts that align with company goals and industry regulations, ensuring both compliance and value optimization.Key Responsibilities:Lead the drafting, negotiation, and review of contracts for a wide range of services and projects, ensuring alignment with BT’s objectives.Collaborate with legal, procurement, and business units to mitigate risks and resolve contract-related issues efficiently.Maintain and update contract records, ensuring all agreements comply with regulatory requirements and internal policies.Conduct risk assessments and implement strategies to minimize exposure in contractual agreements.Monitor ongoing contracts for performance, compliance, and adherence to agreed terms.Support contract renegotiations and amendments as business needs evolve. Show less

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  BMW Park Lane

  Sept 2023 - Mar 2024

  Key Account Executive

  As a Key Account Executive at BMW Park Lane, I am responsible for managing and nurturing relationships with high-profile corporate clients, ensuring their specific vehicle needs are met while delivering exceptional customer service. Managing the sales process from start to finish.Key Responsibilities:Manage a portfolio of key corporate accounts, ensuring high client satisfaction and retention.Serve as the primary point of contact for corporate clients, addressing inquiries and offering tailored vehicle solutions.Develop and execute strategies to meet individual and team sales targets.Build and strengthen long-term client relationships through consistent communication, trust-building, and superior service delivery. Show less

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  Sytner BMW

  Mar 2024 - now

  Corporate Sales Manager

  As a Corporate Sales Manager at BMW & Mini Sytner Wolverhampton, I work corporate sales division, driving revenue growth by building and nurturing relationships with businesses and fleet clients. I focus on delivering tailored vehicle solutions that meet client needs, all while maintaining high standards of customer service and satisfaction.Key Responsibilities:Develop and execute corporate sales strategies to meet monthly and annual targets.Identify new business opportunities through market research, networking, and outreach.Build and maintain strong relationships with corporate clients, fleet managers, and leasing companies.Manage end-to-end sales processes, including presentations, negotiations, and contract management.Collaborate with internal teams to ensure seamless delivery and after-sales support.Monitor market trends and competitors to stay ahead of industry changes. Show less