Spencer Stone
Wokingham
Summary
My background is within account management and building strong relationships with customers in both the private and public sector with varying degrees of problems and people types.
I am customer facing with strong customer service skills and positive customer experience at the forefront of all I do and very much excel and feel at my best in face to face customer communication.
I take responsibility for handling the simplest to most high-profile tasks. I particularly enjoy problem solving and get great satisfaction in leaving my customers knowing I have exhausted all possibilities. I can get things done and have a positive and adaptable personality to achieve this.
Overview
25
25
years of professional experience
Work History
Client Services Executive
Northgate Vehicle Hire
11.2024 - Current
- Provide exceptional customer service, whilst forming relationships with external customers to assist in speedier processing of requests and in sales absence.
- Attend customer meetings both virtually and face to face, to assist with swift processing of administrative tasks where applicable.
- Support the Sales Team with administration for our customers, including but not limited to – preparation of visit packs, proposals and presentations.
- Assist with identification and qualification of Bid and Tender opportunities, supporting the completion as and when required, by providing assistance to the Bid Writer.
- To manage and oversee systems, in particular CRM, that support the achievement of the agreed revenue and VOH sales targets.
- Develop and own reports analysing past and present sales to maximise the growth of profitable sales for Northgate Vehicle Hire. Provide support for sales team and gather and analyse data to produce to senior management.
Business Development Manager
Imperial Polythene
06.2023 - 11.2024
- Identify new opportunities and evaluate competitor offerings.
- Develop and implement strategies to attract and convert leads into customers.
- Build and maintain relationships with potential clients, and industry partners.
- Collaborate with the sales team to develop effective strategies for closing deals and achieving sales targets.
- Develop ongoing relationships with clients to understand their needs and provide tailored solutions.
Customs Executive
DSV Air & Sea
07.2022 - 06.2023
- Responsibilities to include processing of wide variety of different commodities through customs clearance using Chief and more recently CDS systems.
- Close scrutinisation and attention to detail of documentation is required to determine correct amounts of duties and tax are applied for the customer.
- Experience of processing and applying different procedures such as home use, end use, IPR, MOD, return goods, carnets, airworthiness and CFSP.
- More recently I have taken on sole responsibility of customs clearance for Ireland to cover Cork and Dublin alongside clearances for the UK.
- Redundancy
Football Services Administrator
Middlesex FA
09.2021 - 07.2022
- Whilst main duties are administrative tasks, my role includes but is not restricted to the following.
- Uploading county cup results to FA Full Time system, assisting with player registration queries, processing discipline cases and enquires, setting up a panel for hearings, processing affiliations.
- Assisting and resolving DBS enquiries, carrying out, recording, and assigning staff to attend club safeguarding visits to meet safeguarding 365 standards.
- To answer any safeguarding queries, working closely with the DSO to help identify welfare concerns and ensure compliance and that safeguarding is embedded internally and externally.
- Financial
Assistant/Lead Designated Safeguarding Officer
Berks & Bucks FA
11.2017 - 10.2021
- Starting initially in role of compliance administrator, main tasks were to oversee coaches and club officials meet DBS requirements, this would involve liaising predominantly with club welfare officers to resolve.
- Moving into the assistant DSO role, I am in the process of being mentored by the county FA DSO/SG Manager and I deputise for her each week on a Thursday and Friday as lead DSO when she is not in the office.
- My tasks and workload across a normal week include the following: Experience of establishing what is poor practice or abuse and what the thresholds are.
- Aware of and experience of the safeguarding triangle of incidents and behaviours that pose a risk of harm to a child and to establish the inconsistencies between discipline, safeguarding and welfare.
- Oversee, support and delegate to a team of 6 football monitors and establish fixtures for them to attend matches of teams with a history of poor behaviours.
- Working closely with the discipline team and using Full-Time for information I would allocate each monitor fixtures to observe and report back following up on any actions required.
- Responsible for communicating to all CFA club secretaries and collate responses to establish training schedules and to then co-ordinate our BBFA team to include myself to attend random safeguarding visits.
- On receipt of report, I am responsible for uploading the information to WGS and ensure we meet the number of visits required to achieve our SOS target.
- Responsible to communicate anything requiring follow up action or of concern back to the club CWO/Sec and establish action plan to rectify.
- Responsible for review, sign off, further action or rejection of all charter standard club renewal applications and chasing up with clubs who have yet to apply or submit within the required time frames.
- If criteria are not met, then I can agree an action plan with the club to put in place to achieve what is outstanding.
- Requires close communication with education team to give information on courses to meet criteria but also to establish clubs which may have a funded FA level 1 spot or to verify information that someone is booked on a course as advised.
- To monitor and action information on non-compliance from the daily FA SOS report.
- Communicate to the club and if unable to rectify with our given timeframe I would issue a team suspension and communicate this to club and league.
- Experience of working with FA case management and FA DBS team.
- Knowledge and access to SG case files of individuals suspended and lifted suspensions and which are current or historic.
- Communicate confidential information with FA case management team and ability to upload BBFA SG concerns to national reporting tool ELSA.
- Vigilant of our duty of care to be aware of signs and indicators of SG issues.
- Aware of the need and importance to communicate this to colleagues in regular SG updates for all staff to embed into the organisation.
- This is led by DSO manager through group meetings and I have started to support in delivering these sessions.
- Been in attendance and supported alongside DSO lead, county CWO CPD meetings to share information on support we can offer, updates and trend patterns.
- Allowing an opportunity and platform for them to be heard address any concerns or guidance they may require and taking on board any feedback.
- Risk assessment events sign off and review.
- Knowledge and experience of taking club from start to finish of the affiliation process and able to support this.
- Able to support and resolve player registration queries.
- Able to offer advice on discipline issues to give information on suspensions, fines, misconduct, and hearings.
- Redundancy
Business Improvement Team/Customer Feedback
Housing Solutions
10.2014 - 11.2017
- Within this position it was my responsibility to look after both internal and external customers.
- I worked to identify different areas for improvement to different stakeholders within the company.
- I project managed the contractor to ensure they are meeting monthly targets of collating and receiving ongoing survey data from our residential customers.
- I was responsible for analysing and producing reports to then meet with internal stakeholders with results and suggestions of where improvements can be made to increase satisfaction among our customers.
- Creating surveys (survey monkey) for customers to complete, then produce reports/charts on feedback from surveys to help identify areas we can try to improve upon.
- The other side of this role was for all complaints from our customers to be directed through myself to investigate and either seek a resolution myself or if relevant allocate departmental managers to respond.
- This role involved interaction with my customers either by telephone, email or face to face meetings/home visits.
- During my time at the company I have significantly improved the percentage of customer satisfaction the handling of complaints this is reflected in KPI’s figures.
- Redundancy
Venues Coordinator
Charitylink
01.2017 - 11.2017
- Investigate and source potential venues for venue manager to secure and enable us to place fundraising team in the field.
- Undertake Administration support for Venues Management team and Commercial Relationship Managers within the Department.
- Supporting meetings both in preparation and minute taking both internal and with external suppliers.
- Supporting diary management as required.
- General office duties, writing letters, filing, invoices, requesting and sending cheques.
- Data cleansing and data entry using CRM system.
- Cross checking Venue Bookings with the companies Venue Bookings.
- Producing daily, weekly, monthly and adhoc Reports.
- Analysing data, trends and producing projections as required.
- Creating and circulating Reports on a daily to weekly basis.
- Audit calls to Venues.
- Administration support.
Sales Account Co-ordinator
The Bizz Badge Company
04.2012 - 10.2014
- This role was extremely varied and a combined role which involved seeing each job through from start to finish.
- I would typically have my own group of customers to oversee but would also deal with any other incoming enquires.
- Handling incoming sales enquiries either by telephone or via email and to respond in a timely and competitive manner to obtain the business.
- Involved price mark up of our own standard products or liaising with my factories in the Far East to request pricing of bespoke products.
- I liaised with my factory providing them with JPEG, EPS, PDF or AI files of artwork designs for which I have previously quoted my customer for on the product they require.
- It was my responsibility to liaise with my transport company to arrange carriage to the final delivery point, whilst keeping my customer informed of progress updates throughout and to complete through to invoice stage.
Sales and Operations Support
FutureLogic Europe
04.2011 - 04.2012
- I was the first point of contact to all of our European based customers whom came directly to myself.
- A part of my role was to provide copies of purchase orders which I process into our internal system and respond with confirmation of receipt with a sales order acknowledgment.
- I supported my sales team by producing Excel spreadsheets, reports of sales and open order figures on a weekly basis.
- I was responsible for keeping and setting company pricing in line with what is agreed and discussed with my sales team and quoting back to our customers when required.
- Other aspects involved being responsible for all invoicing, maintaining stock checks/levels of stock, liaising with our overseas offices to order in quantities of stock required, along with shipping companies to establish best possible rates and customer delivery requirements.
- On a weekly basis I would produce a stock report from our system into an Excel format for a physical stock count which I also participated in and reported back any discrepancies to my head office in the United States, and after investigating I would make the necessary adjustments.
- I was responsible for maintaining and updating our customer database and firstly to establish SOP requirements of new customers.
- I also assisted daily to carry out any required administrative duties and general office activities.
RMA Coordinator
F5 Networks
01.2011 - 04.2011
- My responsibilities included liaising with our worldwide customers to establish the needs and requirements of their problem within I.T.
- This also involved discussion with our Technical Support Engineers to conclude and decide of how best to proceed and resolve for our customer.
- Make arrangements with courier companies to have products shipped and if necessary, arrange to have a technician on site at the customer’s convenience.
- I also dealt with stock levels as it was very important to maintain high levels of stock due to our customers being based worldwide.
- Temporary
Varied/Rolls Royce Account Management Import and Export
Kuehne & Nagel Ltd
06.2007 - 12.2010
- Although similar role to previous positions I found myself with much more responsibility looking after the company’s most profitable and high-profile account.
- Majority of the running of this role fell on me after the manager of the department moved on and two other members of staff left leaving me solely responsible for a considerable period.
- The processing of import shipments and the raising of export shipping documentation to and from various destinations worldwide with my main customer Rolls Royce.
- Due to the nature of the goods being shipped the emphasis was even more so important on attention to detail.
- Close scrutiny of all shipping documentation raised by us and my customers was required to ensure that the strict Standard Operating Procedures were adhered to and implemented for each individual request.
- On occasions I was present on the aircraft to witness unloading.
- Daily negotiation of rates with airlines, hauliers, and shipping lines to offer best possible price for my customers, new customers or for overseas offices of which I then mark up for our own profit and within our required profit margin and raise quotations to timescales required by customer.
- My main responsibility was to arrange the shipping of high value aircraft engines.
- This was an all-round sensitive process from every aspect to include customer quotation and arranging of documentation and transportation.
- I was used to working to very tight timescales needing to be achieved to prevent additional cost/delay to customer in an aircraft on ground situation.
- I would offer support and assistance to my colleagues in a supervisory role, this would vary from helping with volume of general import/export shipments to dealing with escalated customer issues.
Import Customs/Customer Service Clerk
SBS Worldwide
09.2000 - 05.2007
- Maintained customer service levels and requirements whilst processing large numbers of import customs entries.
- Responsible for raising invoices and receiving commercial invoices.
- Ensured that all payments were made on delivery.
- Daily use of Excel spreadsheets.
- Dealing with a wide variety of goods imported from various parts of the world via airfreight.
Education
CPD Designated Safeguarding Lead Level 3 -
Highspeed Training
01.2020
CPD Safeguarding Young People - undefined
The Oxford College
01.2020
Sports Massage Sports Therapy Level 3, Diploma - undefined
Stonebridge College
01.2016
NVQ Sport & Recreation -
Brooklands College
Weybridge01.1997
GNVQ Leisure & Tourism - Sports Studies
Spelthorne College
Ashford01.1996
G.C.S.E - English, Physical Education, Mathematics, German, Science, History, Technology, Life skills
Ashford High School
Ashford01.1995
Skills
- Microsoft Office applications
- PowerPoint
- Outlook
- Word
- Excel
- KPI reporting
- CRM systems
- Communication
- Listening
- Quick learning
- Process improvement
- Conflict resolution
- Empathy
Personal Information
Hobbies: Coaching my sons u12’s football team, Playing football, Qualified football referee, Running, Time with family and being active with my children
Timeline
Client Services Executive
Northgate Vehicle Hire
11.2024 - Current
Business Development Manager
Imperial Polythene
06.2023 - 11.2024
Customs Executive
DSV Air & Sea
07.2022 - 06.2023
Football Services Administrator
Middlesex FA
09.2021 - 07.2022
Assistant/Lead Designated Safeguarding Officer
Berks & Bucks FA
11.2017 - 10.2021
Venues Coordinator
Charitylink
01.2017 - 11.2017
Business Improvement Team/Customer Feedback
Housing Solutions
10.2014 - 11.2017
Sales Account Co-ordinator
The Bizz Badge Company
04.2012 - 10.2014
Sales and Operations Support
FutureLogic Europe
04.2011 - 04.2012
RMA Coordinator
F5 Networks
01.2011 - 04.2011
Varied/Rolls Royce Account Management Import and Export
Kuehne & Nagel Ltd
06.2007 - 12.2010
Import Customs/Customer Service Clerk
SBS Worldwide
09.2000 - 05.2007
CPD Safeguarding Young People - undefined
The Oxford College
Sports Massage Sports Therapy Level 3, Diploma - undefined
Stonebridge College
CPD Designated Safeguarding Lead Level 3 -
Highspeed Training
NVQ Sport & Recreation -
Brooklands College
GNVQ Leisure & Tourism - Sports Studies
Spelthorne College
G.C.S.E - English, Physical Education, Mathematics, German, Science, History, Technology, Life skills
Ashford High School
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