HANNAH NORFOLK

• Acted as primary product expert for Renault and Dacia ranges, delivering clear specifications and finance options.
• Served as first point of contact for customer enquiries from various platforms.
• Managed entire sales process from enquiry to vehicle handover, ensuring consistent communication.
• Conducted needs analysis to recommend suitable models and financial solutions.
• Oversaw financial stages of vehicle ordering, generating accurate finance quotations and finalising FCA-compliant applications.
• Delivered professional vehicle demonstrations, resolving product queries with strong technical knowledge.
• Maintained up-to-date knowledge of vehicle models and pricing changes to guide customers effectively.
• Contributed to showroom operations, fostering a professional and welcoming environment for customers.

• Served as primary contact for European franchisees, addressing operational challenges and fostering communication.
• Delivered training on operational procedures and customer service, ensuring consistent service quality across locations.
• Developed operational best practices, enhancing efficiency and aligning operations with corporate objectives.
• Monitored KPIs and metrics, identifying trends to implement strategic initiatives for continuous improvement.
• Ensured compliance with brand guidelines and regulations through audits and corrective action plans.
• Established collaborative relationships with franchisees, connecting local operations with head office teams.
• Facilitated onboarding of new franchisees by analysing market trends and evaluating expansion opportunities.
• Represented brand at international conferences, delivering presentations on performance indicators to stakeholders.

Summary: Verifile Ltd is a leading authority in global screening and verification, serving over 2,000 clients, including major companies like Tesco, Bloomberg, and Metro Bank.

• Managed and developed extensive client portfolio to align strategic plans with business objectives.
• Enhanced customer experience by analysing data and improving onboarding processes.
• Conducted regular client reviews, providing tailored recommendations and product updates.
• Mitigated client risk and managed contract renewals to reduce churn.
• Onboarded new clients and delivered comprehensive platform training.
• Resolved escalated client issues, including invoicing and pricing concerns.
• Oversaw CRM management, ensuring smooth integration and implementation.
• Negotiated complex contracts to secure favourable terms.

Summary: Mediahawk, a pioneer in call tracking and marketing attribution since 2002, serves a wide array of sectors, including healthcare, finance, and automotive.

• Managed multiple client accounts, ensuring first-line support and swift resolution of software issues.
• Drafted and maintained customer agreements and billing documentation, guaranteeing accuracy and compliance.
• Analysed client needs to develop tailored strategies that maximised value and profitability.
• Customised reports and conducted data analysis to enhance marketing applications.
• Oversaw client onboarding and account setup, adhering to service level agreements.
• Provided technical support and conducted software demonstrations through calls and online sessions.
• Collaborated with cross-functional teams to implement software enhancements based on feedback.
• Monitored client engagement metrics, proactively addressing issues to drive continuous improvement.

• Cultivated robust relationships with car rental suppliers across UK, Europe, Middle East, and Africa.
• Managed market strategy through PPC input, trend analysis, competitor research, and contract negotiations.
• Ensured visibility of supplier products by maintaining up-to-date contracts and rates.
• Negotiated promotional rates with suppliers to increase volume and market share.
• Compiled market share and financial reports for stakeholders, providing insights for strategic decisions.
• Resolved operational issues by liaising with IT and Customer Service as required.
• Attended major industry events to strengthen supplier ties and remain informed on trends.
• Led training sessions for new suppliers to ensure adherence to company standards.

Summary: Europcar is the leading mobility supplier of rental vehicles across Europe, operating in over 140 countries and territories.

• In my role, I progressed from managing a single Key Account to overseeing all broker accounts and leading a Leisure Sales Team of five members.
• Managed and developed diverse portfolio of key accounts, achieving targeted sales growth.
• Led International Leisure Sales Team, overseeing performance and administrative tasks.
• Strengthened relationships with clients through customer meetings and industry events.
• Investigated technical queries from brokers, resolving escalated customer service issues.
• Provided account management support, ensuring high service delivery standards.
• Supported implementation of national and international accounts with tailored training materials.
• Analysed performance metrics to identify growth opportunities and inform business strategies.
• Represented company at Leisure Trade Events to enhance visibility and networking opportunities.

• Delivered exceptional customer service through effective communication with clients via telephone and email.
• Sourced and evaluated products from multiple suppliers, ensuring accurate pricing and quotes.
• Calculated duty and freight charges while considering fluctuating currency rates for precise cost estimates.
• Prepared detailed orders, Purchase Orders, and invoices to document transactions accurately.
• Maintained high standards of customer care to foster trust and encourage repeat business.
• Inputted data onto company website and ordering portal, ensuring accuracy and timeliness.
• Managed inventory levels through regular stock takes, ordering supplies as required.
• Performed general administrative duties, including note-taking in meetings and documentation management.

• Managed inquiries and complaints, ensuring prompt resolutions for customer satisfaction.
• Processed transactions efficiently to enhance overall operational effectiveness.
• Coordinated appointments to optimise client engagement and service delivery.
• Conducted stock-taking and restocked items to maintain inventory integrity.
• Organised sales floor for an improved shopping experience.
• Advanced to Head of Department, overseeing stock administration and implementing profit-boosting strategies.