Ian Stone
5 Avon CloseCalne WiltshireSN11 9DB
Telephone : 01249 821558Mobile : 07766 082112E-mail :
[email protected] Personal
Profile_____________________________________________________ __A
highly motivated professional, with over 25 years of experience in
the highly pressurised areas of sales, operations and
man-management. An integrated team player and leader, with
exceptional communication, decision making and problem solving
skills.
Key Achievements and Skills_______________________________
___________ Btec National Distinction in Fundamentals of Customer
service
Delivery of Distinctly Sainsburys to colleagues to support the
trial of Future Formats
Expert in dealing with the complex Customer issues whilst
remaining loyal to company standards
Ability to attend to detail whilst maintaining customer focus
and operational awareness
Career History________________________________
______________________Sainsburys Supermarkets Ltd
Department Manager Groceries Online - ChippenhamFebruary 2016
PresentManage a Department of over 50 colleagues to provide Online
shopping to over 700 customers per week.Roster and allocate shifts
to Drivers whilst adhering to UK Domestic Driving
regulationsRecruit, Train and Coach a team of over 25 shoppers to
work to maximum efficiency whilst remaining operationally focused
to ensure deliveries leave the store on time, arrive on time and
are of the best qualityEncouraging other Department Managers to buy
in to the online product to ensure continual improvement of
availability and quality to both Instore and Online customers by
becoming a key driver in the Management team.
Store Trainer/ HR Assistant DevizesSeptember 2010 February 2016A
valued member of the team whilst planning and delivering all legal
and mandatory training for the store. These include corporate
induction, foundation food safety, Fire Evacuation and Think 25
inspiring colleagues whilst remaining Customer and Business
focused.
Integral member of Future Format Trial, developing and
delivering Distinctly Sainsburys training to all colleagues
Ensure that all training is timely, accurately recorded and most
importantly relevant to the roles undertaken in store to enable
colleagues to be able to Live our values everyday
Deliver corporate induction to all new colleagues joining the
company to the highest level to enthuse, up skill and motivate them
to provide excellence in all areas of our business.
Pay Roll Clerk DevizesSeptember 2009 September
2010Responsibility for ensuring accurate payroll for the store to
ensure that all store colleagues were paid correctly by the
company.Gained knowledge and understanding of Sainsburys systems to
include BMAS, Oracle, Connect, Temposoft and List.
Undertook local You can be a team Leader academy to enable
growth and development to aid further career options.
Total Aviation Handling February 2008 September 2009Worked on a
freelance basis for small local business providing co-ordination
and ground handling services to foreign aircrews visiting UK
military bases.
First Great Western
Service Delivery Manager - SwindonStation Manager - Didcot &
Thames ValleyApril 2005 February 2008Daily management of all
aspects of Station life to ensure suitable resource and facilities
to deliver a reliable and safe train service for the travelling
public. Delivery of First Great Western Product whilst continually
balancing the business needs and the Customers demandsRemaining
Operationally aware whilst ensuring that station adheres to
stringent safety standards and audit checksIntroduction and
management of new Revenue gateline at Swindon
Traincrew Resource Manager - Control Centre SwindonMay 2003
April 2005Responsibility for Daily resourcing of Drivers and Train
Managers for all First Great Western Train services
Effective communication at all levels to influence and
facilitate complete coverage of daily plan whilst ensuring optimum
productivity within rigid industry constraints
Understanding the needs to balance Customer Expectation with
Operational Probabilities at all times
Undertaking a correspondence course in the Safe Working of
Trains, compiled by Network Rail to increase knowledge and
awareness of key industry areas
British Airways PLC
Flight Connections Customer Service Manager - Heathrow Customer
Services June 1998 May 2003Effective shift management of all
aspects of daily airline operations.Improving customer service and
satisfaction
Ensured excellent delivery of product to both internal and
external customers
Managing key operational decisions, especially during times of
change or disruption
Responsible for both internal and external recruitment for the
department
Managed quality control, budget and expenditure to ever
tightening financial restraints
Senior Flight Connections AgentApril 1992 June 1998Providing
highest level of Customer Service to customers in transit between
flights.Reassuring and courteous to often distressed and nervous
travellers
Comprehensive knowledge of airline ticketing procedures
Commercial awareness and industry overview paramount to
successful operation
Qik-Res Development ExecutiveNovember 1991 April 1992Working as
a member of a small team, developed a new software application for
the opening of new Telephone Sales officePersonal knowledge of BA
systems used as building blocks for new innovative computer
system
Trained and supported staff during initial implementation to
enable sales agents to sell a variety of products effectively and
efficiently, whilst providing highest levels of customer service to
potential customers
Telephone Sales AgentApril 1989 November 1991Sales agent in
British Airways largest call handling Centre, dealing with enquires
from the travel trade and the general public Gained extensive Air
Transport Industry knowledge
Exceeding challenging sales targets whilst meeting customers
expectation
Quickly established and understood benefits of being an integral
team player
Qualifications &
Training______________________________________ Btec National -
Manchester Open LearningFundamentals of Customer Service -
Distinction
GCE A LevelComputer SciencePhysics
GCE O Level MathematicsPhysicsEnglish LanguageTheatre
StudiesComputer StudiesGeneral Studies
Personal Details______________________________________________
__ Date of Birth :12th July 1970Interests:Travel, Golf, Snow
Skiing, CyclingReferences:Available on Request
