Elizabeth Caston
DEREHAM,Norfolk
Summary
Business planning and operations professional managing project oversight, corporate negotiations, and cross-team communications. Expertise in business infrastructure, industry regulations, business analysis, and process improvement. Oversees customer service order handling, account administration, invoicing, stock control, CRM updates, and purchase orders to support accurate, on-time delivery.
Overview
27
27
years of professional experience
Work History
Order Desk/Customer Services Co-ordinator
Vilofoss
Holt, Norfolk
2025.09 - Current
- To provide a point of contact for all incoming customer contact and enquiries
- Handled receipt and processing of incoming customer orders, ensuring accuracy and timeliness.
- Communicated the status of customer orders via telephone, email, or fax.
- Informed customers of potential order delays and addressed their demands in accordance with company policies.
- Addressed customer enquiries.
- Built and nurtured close relationships with clients.
- Prepared and sent customer invoices without delay.
- Accurately set up new customer accounts in the administration system.
- Accurately set up new supplier accounts in the administration system.
- Monitored stock levels and initiated purchase orders.
- Registered stock in the administration system with cost and batch details accurately.
- To be familiar with and assist the Country Manager in the communication of customer requests/recipes to DK colleagues, entering recipes into calculation software, creation of proposals/quotations and supply to the client.
- To be familiar with and assist the Country Manager in the input of recipes into the production software. To be responsible for booking in production data into the administration system.
- Executed various tasks within the company's Quality Management System, ensuring compliance and enhancing operational efficiency.
- Maintained and entered information into the Customer Relationship Management system on a daily or weekly basis.
- To provide feedback to senior managers and colleagues on all areas of your role in order to highlight future improvements.
- To attend internal company meetings as required and contribute to discussions.
- Provided maternity cover for administrative functions, ensuring continuity of operations.
- Answered mailed, emailed, telephoned and in-person requests for service and information.
- Facilitated communication between departments, streamlining workflow and enhancing team collaboration.
- Managed smooth operations and communicated timely updates to coordinate administrative activities.
- Trained new staff on internal procedures and software, enhancing team capability and efficiency.
- Monitored email correspondence, prioritising urgent messages to maintain effective communication channels.
- Provided team members with resources needed to complete project work to maximise efficiency.
- Managed deadlines and progress across team to facilitate project delivery within stipulated timelines.
- Scheduled and distributed work to other staff members to enhance productivity and avoid scheduling conflicts.
- Analysed performance data, producing detailed reports to inform management decisions and drive continuous improvement.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Communicated with clients about project expectations and goals to deliver satisfying outcomes.
- Scheduled meetings, prepared agendas, and distributed minutes to ensure all participants were well-informed.
- Liaised with clients to gather requirements, set expectations, and deliver updates, fostering strong relationships.
- Developed training programmes to boost staff capabilities and increase productivity.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Assessed feedback from customers to gauge satisfaction and project success.
- Recommended and implemented operational procedures to comply with all policies, regulations and laws.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
- Supported senior management with ad-hoc projects and presentations, providing research and administrative assistance.
- Collaborated with clients, finance teams and other team members on allocating resources to achieve project needs.
- Reviewed and updated operational policies, ensuring compliance with industry regulations and best practices.
- Implemented new filing systems, significantly improving document retrieval times and data organisation.
- Oversaw risk management, identifying and evaluating risks to prevent negative impact on desired outcomes.
- Supervised supply purchases, management and tracking in line with budgetary requirements.
- Drafted and edited correspondence and materials related to project work to guarantee accuracy and uniformity in documentation.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Monitored project budgets and identified cost-saving opportunities to maintain financial constraints.
- Provided for orderly and timely delivery of an annual audit to gain insight into areas of improvement.
- Managed the coordination of virtual and in-person meetings, utilising technology to support global collaboration.
- Set up business contracts, obtained signatures and processed paperwork.
- Prepared statements detailing operational detail and key performance indicators.
- Produced and delivered financial reports management to help with decision making based on facts of company's financial health.
- Oversaw inventory management, conducting regular audits to maintain accurate stock levels and reduce wastage.
- Negotiated with vendors to secure competitive prices for goods and services, contributing to budget efficiency.
- Managed supplier contracts, negotiated terms, and monitored performance to optimise service delivery.
- Organised logistics for corporate events, including venue selection, catering, and attendee management.
Director
Cowling & Co Engineering Limited
Norwich
2022.01 - 2025.08
- Managed annual budgeting and financial planning processes, optimising resource allocation and cost control.
- Prepared financial forecasts and reviewed budget projections.
- Analysed financial reports, making informed decisions for cost reduction and revenue maximisation.
- Negotiated high-value contracts with suppliers and clients, securing favourable terms and boosting company revenue.
- Managed client relationships to boost retention and maximise revenue.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
- Tracked organisational performance against objectives and revamped strategies to better meet targets.
- Conducted internal quality control audits.
- Implemented rigorous quality control measures, ensuring product and service excellence met industry standards.
- Encouraged implementation and usage of new systems and processes in the organisation to drive business efficiency.
- Developed and maintained strategic partnerships with key industry players, enhancing business networking and collaboration.
- Facilitated stakeholder meetings to communicate company performance, strategies, and future directions.
- Coordinated with regulatory bodies to ensure compliance with legal and statutory requirements, mitigating risk.
- Kept organisation in compliance with regulations and internal requirements.
- Addressed client issues and controlled contract negotiations.
- Oversaw various client projects and responded to client inquiries.
- Handled customer complaints, ensuring timely resolution and maintaining customer satisfaction.
- Managed daily business operations and addressed issues promptly.
- Cultivated strong industry relationships to promote services and improve business operations.
- Observed current business trends.
- Analysed and determined courses of action to align operations and revenue performance with organisational goals.
- Determined performance goals, providing crucial feedback on methods to reach milestones.
- Controlled expenses and allocated financial resources to reach budget goals.
- Scheduled transport details and resources
- Deal with cash flow and any banking issues
- Processed payroll for employees, ensuring timely payments and compliance with regulations.
- Reviewed timesheets for accuracy, verifying hours worked and overtime calculations.
- Prepared and submitted VAT returns, ensuring compliance with tax regulations and timely filing.
- Administered pension plans, ensuring accurate contributions and compliance with legal requirements.
- Create statistical models
- Use analytical tools and various business software applications.
- Established company targets based on previous performance and predicted forecasts.
General Manager
Caston Coastal Services
Norfolk
2015.01 - 2022.01
- Managed daily business functions, resolved issues and escalated risks to ensure smooth operations.
- Prepared financial forecasts and reviewed budget projections for day-to-day planning.
- Managed financial budgets, forecasting and reporting to keep finances responsible.
- Developed strategies and policies that supported organisational needs and improvements.
- Monitored operations to keep processes aligned with targets and forecasts.
- Analysed market trends and adjusted business strategies to capture opportunities.
- Monitored current business trends to guide routine operational adjustments.
- Controlled contract negotiations and conducted internal quality control audits to maintain service standards.
- Oversaw client projects, responded to inquiries, and addressed contract issues.
- Handled cash flow and resolved banking issues to protect payments.
- Built industry relationships to promote services and improve business operations.
- Built statistical models and supported decisions using analytical tools and business software.
- Maintained compliance with regulations and internal requirements across business activities.
- Scheduled transport details and coordinated resources for reliable service delivery.
- Facilitated professional development workshops, upskilling staff and supporting internal progression.
- Facilitated professional development workshops, upskilling staff and enhancing internal talent progression.
Office Manager & Deputy Practice Manager
Reepham & Aylsham GP Surgeries
Reepham/Aylsham
2010.01 - 2012.01
- Arranged appointments and coordinated GP schedules for patient access.
- Booked transport and organised accommodation for service users.
- Ordered stationery and furniture to support daily office work.
- Handled correspondence, complaints, and queries, resolving concerns to enhance patient satisfaction.
- Prepared letters, presentations, and reports for clear internal communication.
- Supervised and monitored secretarial, clerical, and administrative staff performance.
- Managed office budgets, ensuring adherence to financial limits for effective resource allocation.
- Liaised with staff, suppliers, and clients to maintain smooth service.
- Implemented and maintained office administration procedures to streamline operations and improve workflow efficiency.
- Organised induction programmes for new employees to support onboarding.
- Kept health and safety policies updated for ongoing compliance.
- Used a range of software packages for day-to-day administration.
- Handled staff recruitment and managed appraisals to support HR needs.
- Attended meetings with senior management to share updates.
- Kept personnel records for staff and patients with accuracy.
- Submitted monthly reports as part of quarterly payment processes via PCT.
- Managed daily office operations, coordinated meetings, and scheduled appointments for seamless business functionality.
- Executed clerical tasks efficiently, ensuring accurate processing of forms, files, and data entry.
- Delegated office administration tasks for smooth front-of-house management.
- Maintained excellent team relationships by proactively helping others with complex problem-solving tasks.
- Managed office supplies inventory, restocked items and negotiated with suppliers for cost-effective procurement.
- Oversaw effective file management to keep office records up-to-date.
- Interviewed and hired staff based on job and team fit.
- Coordinated diaries, scheduled meetings, and arranged travel itineraries for senior management to optimise time management.
- Monitored email inboxes, prioritised messages, and facilitated communication between departments and external stakeholders.
- Processed invoices, prepared financial reports, and conducted bank reconciliations to support the finance department.
- Facilitated smooth running of office equipment, conducted routine maintenance checks, and liaised with technicians for repairs.
- Ordered cost-efficient office supplies and stationery to meet operational requirements.
- Communicated with staff through various internal platforms to keep colleagues informed of office updates.
- Ensured team adherence to office policies and safety regulations through regular updates and training.
- Coordinated maintenance of the office environment, ensuring a safe and pleasant workspace for all employees.
- Administered HR duties, including maintaining employee records, processing new hire paperwork, and overseeing payroll activities.
- Handled confidential documents and correspondence with discretion, upholding the privacy and security of sensitive information.
- Applied strong problem-solving skills to address and resolve office-related issues promptly, minimising disruption to business operations.
- Managed inventory of office supplies, negotiated with suppliers, and placed orders to maintain optimal stock levels.
- Supported the finance team during end-of-year audit preparations, facilitating accurate and timely financial reporting.
- Oversaw the maintenance of office equipment, scheduling repairs and upgrades to ensure uninterrupted workflow.
- Completed data processing and processing orders into relevant systems to keep records and documentation up-to-date.
- Implemented office policies and procedures to enhance operational efficiency and staff adherence to best practices.
Regional Account Manager
SCA
Norfolk, Suffolk, Peterborough & Cambridge
2005.01 - 2010.01
- Built and maintained strong customer relationships, securing satisfaction and aligning with business unit strategy.
- Managed geographical area by implementing sales plans and optimising customer and volume mix to meet profitability targets.
- Introduced new products/services to clients and organised visits to drive sales expansion.
- Possess and apply detailed product knowledge as well as thorough knowledge of clients' business.
- Maintain and retain long-term customer relationships with established clients.
- Perform negotiations on contract and conditions incl. preparation and conduct of business plans within level of authority.
- Ensure that clients receive high quality customer service.
- Deliver input to sales forecast and be responsible for assigned sales budget.
- Build strong customer insight and market knowledge and provide information to relevant stakeholders.
- Involve appropriate a sales representative when clients have additional service needs.
- Actively prospect end customer accounts and convert into profitable accounts.
- Achieved set company financial targets.
- Grow the AFH business in designated accounts.
- Maximised CRM functionality to enhance customer relationship management.
- Resolved client issues promptly, maintaining high levels of satisfaction and loyalty.
- Managed portfolio of key accounts, fostering long-term relationships through regular, strategic communication.
- Actioned customer feedback to improve product and service provisions.
- Communicated with customers to immediately determine and resolve problems, avoiding escalation.
- Tracked financial transactions for accounts, ensuring accurate billing and timely payment.
- Hit sales targets by seeking opportunities for operational expansion and new customer acquisition.
- Provided exemplary level of service to clients, maintaining and improving relationships for future business opportunities.
- Frequently visited customers to maintain positive and productive relationships.
- Kept and managed records for assigned clients, serving as point of contact for account-related transactions and issues.
- Prepared detailed reports for senior management, highlighting account status and future opportunities.
- Analysed account performance data, identifying trends and implementing actions to drive growth.
- Increased revenue by obtaining and securing new accounts while providing value-added services to existing clients.
- Executed complete sales cycle process, from prospecting through to contract negotiations and closing.
- Monitored competitor activity, adjusting strategies to maintain competitive advantage.
- Increased sales volume by prospecting for potential clients and entering new territories and market channels.
- Managed finances by controlling budgets and authorising expenditures.
- Tracked weekly sales to develop senior leadership reports for corrective action planning.
- Coordinated with cross-functional teams to deliver comprehensive solutions that met client needs.
- Acquired new clients and grew customer base by delivering relevant product solutions within client budgets and schedules.
Account Manager
Diss Promotional Services
2003.01 - 2005.01
Account Manager
Welcome Finance
2002.01 - 2003.01
Customer Services/ Contracts Manager
Middleton Maintenance Services
2000.01 - 2002.01
Administartion
The RAF Benevolent Fund
London
2000.02 - 2000.05
Education
BSc (hons) - Environmental Plant Science
Reading University
Reading, Berkshire1999-01
Skills
- Customer order management
- CRM management
- Client resolution
- Client liaison skills
- Account management
- Invoice processing
- Invoice and payment processing
- Invoice verification
- SAP and Xero
- Microsoft Office applications
- Microsoft Excel
- Workflow optimisation
- Process modeling
- Project planning
- Vendor relationship management
- Operational budget management
- Budget monitoring
- Performance metrics analysis
- Account reconciliations
- Revenue tracking
- Sales performance reporting
- Payroll management
- Deadline management
- Problem-solving techniques
Timeline
Order Desk/Customer Services Co-ordinator
Vilofoss
2025.09 - Current
Director
Cowling & Co Engineering Limited
2022.01 - 2025.08
General Manager
Caston Coastal Services
2015.01 - 2022.01
Office Manager & Deputy Practice Manager
Reepham & Aylsham GP Surgeries
2010.01 - 2012.01
Regional Account Manager
SCA
2005.01 - 2010.01
Account Manager
Diss Promotional Services
2003.01 - 2005.01
Account Manager
Welcome Finance
2002.01 - 2003.01
Administartion
The RAF Benevolent Fund
2000.02 - 2000.05
Customer Services/ Contracts Manager
Middleton Maintenance Services
2000.01 - 2002.01
BSc (hons) - Environmental Plant Science
Reading University