1. Ian Stone
5 Avon Close
Calne
Wiltshire
SN11 9DB
Telephone : 01249 821558
Mobile : 07766 082112
E-mail : ianstone1970@gmail.com
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 Sainsbury’s’ 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________________________________ ______________________
Sainsbury’s Supermarkets Ltd
Department Manager – Groceries Online - Chippenham
February 2016 Present
Manage 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 regulations
 Recruit, 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 quality
 Encouraging 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– Devizes
September 2010 February 2016
A 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 Sainsbury’s’
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.

2. Pay Roll Clerk – Devizes
September 2009 September 2010
Responsibility for ensuring accurate payroll for the store to ensure that all store colleagues were paid
correctly by the company.
* Gained knowledge and understanding of Sainsbury’s 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 2009
Worked 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 - Swindon
Station Manager - Didcot & Thames Valley
April 2005 February 2008
Daily 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’ demands
* Remaining Operationally aware whilst ensuring that station adheres to stringent safety standards and
audit checks
* Introduction and management of new Revenue gateline at Swindon
Traincrew Resource Manager - Control Centre Swindon
May 2003 April 2005
Responsibility 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 2003
Effective 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

3. Senior Flight Connections Agent
April 1992 June 1998
Providing 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 Executive
November 1991 April 1992
Working as a member of a small team, developed a new software application for the opening of new
Telephone Sales office
* Personal 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 Agent
April 1989 November 1991
Sales 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 Learning
Fundamentals of Customer Service - Distinction
GCE ‘A’ Level
Computer Science Physics
GCE ‘O’ Level
Mathematics Physics
English Language Theatre Studies
Computer Studies General Studies
Personal Details______________________________________________ __
Date of Birth : 12th
July 1970
Interests : Travel, Golf, Snow Skiing, Cycling
References : Available on Request