Frankie Collins

• Built and managed used car dealership, achieving turnover growth to £6.5m annually through strategic sales initiatives.
• Set sales targets and implemented strategies to increase revenue consistently.
• Built strong client relationships to improve retention and maximise revenue.
• Increased profitability by upselling warranties and value-added products.
• Managed annual budgeting and financial planning to optimise resource allocation and maintain financial health.

Developed strategies and policies to meet organisational needs and deliver improvements.

• Led staff by example to align day-to-day work with strategy.
• Trained and supervised a team of 9 across sales, service, and administration.
• Managed day-to-day dealership operations to maintain efficiency and compliance standards.
• Oversaw financial operations including payroll, purchasing, and budgeting tasks.
• Provided orientation training support and directed staff for consistent performance.
• Delivered customer consultations to maximise conversions and customer satisfaction.
• Coordinated customer finance options to enhance accessibility and satisfaction., ensuring fair treatment and tailored solutions to enhance customer satisfaction.
• Managed vehicle stock purchasing, pricing, and inventory control processes.
• Coordinated vehicle logistics for collections and deliveries across schedules.
• Coordinated purchases to ensure availability of required stock for sales., upkeep, and organised repairs via on-site bodywork and mechanics.
• Maintained FCA licence to ensure compliance with financial regulations. and ICO licence current to stay compliant.
• Handled all payroll duties, including paying wages and suppliers.

• Drafted legal documents, including contracts, wills, and conveyances, adhering to precise legal requirements.
• Reviewed and summarised case materials, providing concise overviews to assist in legal analysis and planning.
• Collated documentation for responses to opposing counsel, motions and trial evidence.
• Liaised with clients to gather pertinent information, offering guidance on procedural matters.
• Coordinated with multiple departments regarding responsive documents and document retention.
• Implemented a filing system for digital and physical documents, enhancing office organisation.
• Organised client meetings, facilitated scheduling, and prepared meeting agendas for efficiency.
• Performed administrative duties such as filing, photocopying, and archiving to support the legal team's efficiency.

• Investigated personal injury claims with third parties, pursuing settlements to support customer recovery.
• Investigate insurance claims for third-party damage and document findings.
• Facilitated necessary repairs for third-party claims to maintain customer satisfaction. through an accident repair network for third-party claims.
• Coordinated rental car arrangements for third-party clients to minimise disruption in their daily activities. for third parties to maintain mobility.
• Raise settlement cheques for cash in lieu of property damage.
• Managed complaints using calm communication and effective problem-solving to enhance customer satisfaction.
• Handled complaints to achieve resolutions that reduced negative impact on business operations.
• Achieve service time and quality targets consistently across daily workloads.
• Collaborate with team members to achieve agreed target results daily.
• Maintain own allocated workflow and support Tier 4 advisor colleagues' workload.
• Take inbound calls and make outbound calls for customer updates.
• Amend policy details requested by customers and handle premium changes.
• Quote new insurance for new and existing customers using approved criteria.
• Arrange rehabilitation support for service injuries to aid recovery.
• Collected evidence to ensure readiness for monthly audit reviews.

• Processed CHAPS payments quickly across multiple countries with accurate checks.
• Liaised with treasury to confirm exchange rates prior to transactions, ensuring accuracy and compliance.
• Monitored fast-changing FX markets to support accurate transaction decisions.
• Coordinated with team members to consistently achieve daily service targets, enhancing overall team performance.
• Resolved customer complaints through calm explanations and practical steps, improving customer satisfaction.
• Handled inbound customer calls, delivering accurate information and support to resolve inquiries.
• Created and managed new online banking passwords for customers, ensuring security and accessibility.
• Managed own workflow while reporting progress to head of department.

• Checked sign-in and sign-out records for staff and guests to maintain safety.
• Administered first aid to injured personnel and coordinated fire safety procedures for staff.
• Maintained clean, safe workplaces using approved controls, minimising accident risk for personnel.
• Identified workplace issues, analysed information, and recommended practical solutions to enhance operational effectiveness.
• Collaborated with team members to meet scheduled targets, ensuring timely completion of outcomes.
• Assumed additional responsibilities to support team operations effectively. to keep operations running smoothly and continuously.
• Answered calls and emails, routing each enquiry to the correct department.