Leigh Joiner has over 20 years of experience in operations management, business development, customer service, and sales roles within the automotive and facilities management industries. They are skilled at managing large operations, developing strategies, resolving complex complaints, motivating teams, and consistently delivering profitable solutions. They have a track record of success in senior management positions and are adept at presenting to board and executive level stakeholders.

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