Mark Hinkins Email & Phone Number

• Managed multiple deliverables/ reporting for Premier clients and largescale Sharesave launches including Marks & Spencer, EasyJet and Sainsburys.
• Implemented and demonstrated procedural improvements and wrote new training instruction guides.

Customer service, complaint handling and internal reporting for luxury automobile brand.

• Led continuous improvement in achieving commercial & environmental targets and also QMS: Compliance, Service and RISK analysis to attain qualification - ISO 9001 & ISO 14001
• Sales analysis, reporting and forecasting. Collaboration on client contract reviews & tenders.
• Project Management: Improved IT solutions and workflow process efficiency with BPMN2.0.Collaborating with suppliers & users across all departments: Accounts, Sales & Warehouse.
• Reduced operational costs by negotiation, calculated investment and improved behaviours.
• Wrote policies encompassing revised legislation, business practice and to enhance usability.

• Maximised customer database of 34k+ by implementing better cleansing & capture procedures. Reduced direct mailing returns by 70%+ and maintained well within tolerance.
• Ensured GDPR readiness by conducting process reviews and employee training across all departments. Implemented all remedial work and documentation ahead of schedule.
• Founded the ‘Marketing team’ to collaborate with our Sales & Design teams and local charities.
• Championed internal communications & workshops focusing on Commercial practice / CSR.
• Introduced visual training plans, procedures and induction guides to convey best practice.

• Sourced products to budget, negotiated supplier pricing and finalised sales to deadlines.
• Accurately processed sales & accounts admin and required reconciliation work.
• Excellent problem solving- managing international orders for Samsung, Google & PepsiCo.

Brighton, United Kingdom

• Customer service, compliance & complaint handling roles.
• Trained new team members across various financial product lines.
• Project teams: New product integration and UAT within CRM systems & customer portals.
• Project team: IT system upgrades to streamline service and reportable information retrieval.

Advised customers on financial products empowering them to improve their current & future circumstances. Helped victims of fraud and those in bereavement.

West Sussex, United Kingdom, United Kingdom

• Assisted High Net-worth clients (£100k+ salary) with their bespoke financial products.
• Credit Risk: Processed high value secured lending facilities within SLAs.
• Project Analyst and SME: Refined debt consolidation & complaint handling (process modelling)
• Project team: Collaborated with external Lean advisors to create a paperless office.

East Sussex

• Oversaw business operations in Branch Manager’s absence and within sub-branches.
• Reconciliation of sterling, foreign & ATM accounts. Cash orders/ remittances to deadline.
• Coached staff to reach sales targets whilst maintaining accuracy & eliminating till errors.