Emma Masako Parker
Marlow,BKM
Summary
A highly skilled professional with extensive expertise in Microsoft Office Suite, CRM software, and call centre operations. Demonstrates exceptional telephone etiquette and customer care abilities, complemented by strong communication skills and empathy. Known for flexibility, good initiative, and effective time management, with a keen understanding of personal development needs. Proficient in order processing and adept at using systems such as Image Now, Northgate, HR.net, Top desk, and SAGE. Recognised for displaying empathy, adaptability through multi-tasking, and effective communication. Committed to continuous development and leveraging initiative to deliver exceptional service outcomes.
Overview
12
12
years of professional experience
Work History
Customer Service Advisor - PPM
Surefire Ltd
High Wycombe, Buckinghamshire
03.2024 - Current
- Liaise with engineers to ensure PPM bookings were made for the correct allocated time/service within the SLA, and ensure engineers diaries were schedule efficiently to maximise productivity, this would include updating the engineers outlook diary with location, job number, PPE and a brief description of what the job entails etc
- Ensured to hit KPI target of PPM calls completed within a month that they are due.
- Booking jobs in with subcontractors as well as ordering parts for a job to be carried out for remedial work, this would include raising purchase orders.
- Keeping the service management system updated, including making sure PPM calls/jobs status were correct e.g from PROVISIONAL to CONFIRM etc.
- Generating RAMS, booking forms, and permits for all required appointments
- Investigated and resolved customer queries/complaints in a professional and timely manner making sure that the customer is 100% satisfied, this would either be through via phone or email.
- Prioritised urgent call outs whilst managing/reallocating current workload and ultimately determine priority level / decision making while remaining calm under pressure in a fast pace environment.
- Created after service quotations upon completion of jobs
Customer / Sales Admin
GM Treble
Uxbridge, Hillingdon
11.2019 - 09.2023
- Answering office phone calls & dealing with customer queries
- Preparing sales orders and purchase orders
- Preparing quotations
- Co-ordination of service work (i.e. booking engineers into jobs/sites, ensuring health & safety equipment is followed, writing up reports or following on quotations etc)
- Basic warehouse duties, including picking & preparing parcels for delivery as well maintaining stock organisation.
HR SSC Administrator
GLH Hotels
Heathrow, Hillingdon
06.2019 - 08.2019
- Provide helpdesk support for HR/Payroll management system
- Processing jobs an adverting vacancies
- Processing new starters, leavers and changes to employment contracts
- Prepare contracts of employment and manage related processes
- Immigration management e.g
- Ensuring all employees have the relevant right to work and are legally compliant
- Worked closely with payroll department to ensure pay issues are resolved effectively
- Answering queries through phone/email such as right to work, payrolls and general HR questions
Customer Service – Temp
Adecco – APCOA Parking
02.2019 - 06.2019
- Handle telephone calls professionally, relating to parking matters such as permits, fines as well as processing telephone matters
- To undertake administrative tasks and relation to the given contracts to help ensure that all KPI’s and SLA’s are met
- Manage queries and strive for solutions to customer problems to a satisfactory end, where possible
- Processing cheques and closing cases
- Working as a multi-functional member and flexible member of the Customer service team, capable of working effectively in a multi-contract environment
Miss Muffin
11.2018 - 12.2018
- Company Overview: An independent cake making business
- Responsible for the baking, decorating and sales of high end cakes
- Supporting the owner during the start-up process of her new business
- Demonstrating excellent people and sales skills in challenging working environments
- Discovering my passion for cooking and using my natural enthusiasm to engage with the public to generate business and sales
- An independent cake making business
Home Administrator
HC‐One
09.2018 - 11.2018
- Providing business support to the Home Manager through the management and control of administrative systems and processes to ensure the effective running of services for residents, stakeholders, colleagues and the wider organisation
- Monitoring time and attendances and also processing payroll and dealing with HR information including new starters, changes, leavers, sickness and other absence
- Manage recruitment for home-based positions, including processing recruitment documentation
- Ensure colleagues personal information is updated, maintained and recorded in accordance with GDPR
- Providing reports for managers and head office
- Update health & Safety reports including information relating to infection control as well as accident and incident reporting
HR Administrator (Fixed term temporary cover)
GEFCO
06.2018 - 06.2018
- Company Overview: A logistics and transport solutions company
- Administration support for a logistics and transport solutions company
- A logistics and transport solutions company
HR Administrator/ Receptionist (Fixed term temporary cover)
The Perfume Shop
04.2018 - 05.2018
- First point of contact including greeting visitors
- Providing assistance to HR, following policy and procedure
- Responsible for managing communication between customer contact and appropriate department
Barmaid/waitress (Permanent)
Coy Carp – Mitchell & Butlers
01.2017 - 04.2018
- Providing excellent customer services
- Managing customer relationships in dynamic and fast paced environment
- Up-selling products such as drinks and food
Print Technician (Fixed term temporary cover)
Cheers Ltd
02.2018 - 04.2018
- Providing administrative support including answering telephones queries, emails and filling
- Processing purchase orders to deadline
- Good knowledge of H&S in relation to heavy machinery
Receptionist (Fixed term temporary cover)
CSL
10.2017 - 11.2017
- Providing administrative support
- Managing transportation needs for management including co-ordinating flights, hotels and taxis
Administrator Assistant (Fixed term temporary cover)
TFA Ltd
05.2017 - 06.2017
- Responsible for creating new user-friendly templates for numerous job sheets (RAMS) with the aim of benefitting work flow and time management and developing these for training purposes
- Created new system for Health and Safety management, including live working documentation in line with company regulations
- Implementing a Guess book with the purpose of documenting visitors and staff for health and safety as well as security purposes
- Assisting the estimator with creating and managing job/contracts
- Creating and managing End of Contract Reports
- Creating purchase orders, tracking deliverers ensuring that goods make it to final destination within timescale
- Managing customer queries
- Filing documents and maintain organisation of all files
- Answering main reception phone and carried out security checks for visitors
HR Assistant (Fixed term temporary cover)
The Clancy Group Ltd
10.2016 - 12.2016
- Inputting Performance Review information into system and keeping files updated
- Creating and managing Contracts and Offer letters to all levels of employment and management
- Creating a user friendly filing system
HR Administrator (Permanent)
Kuehne + Nagel
12.2014 - 06.2016
- 100% management rate of customer queries
- Reducing significant postal costs by creating an auditable system
- Managing and analysing On‐boarding Survey Project and supporting responses that improved employee satisfaction
- Administration of attendance and absence management
- Providing administrative support to project co-ordinators
- Processing payroll information, ‐ Statutory sick pay, P45, P60, MATB1, Bank details
- Updating HR information and providing transactional HR support across all processes
- Updating both manual and electronic personnel records
- Maintaining communication and advising via multiple channels internal employees, all levels of management, clients and business partners
- Publishing Job adverts which are viewed by internal as well as external candidates (relevant job sites)
- Universal programs used on a daily basis includes; Image Now, Northgate, Top desk, HR.net
Manpower
08.2014 - 12.2014
- Company Overview: (Temporary work)
- Kuehne + Nagel – admin support
- BOSCH – admin support
- (Temporary work)
Business and Administration (Apprenticeship)
Alpha Scientific LTD
07.2013 - 07.2014
- Completing administration and Reception duties
- Delivery and stock control rotation
- Guided support within the micro lab to support service delivery
Veterinary Assistant
St Martins Veterinary Clinic
01.2013 - 12.2013
- Receptionist – managing appointments
- Providing first point of contact to customers/ managing emotional and high stress situations
Education
Level Two NVQ - Business and Administration, ICT
BCA Berkshire College of Agriculture
Maidenhead, Windsor and Maidenhead 1 2013/2013 - 1 2014/2014
Diploma Level Two - Animal Management, Maths
Berkshire college of Agriculture
Maidenhead, Windsor and Maidenhead 1 2012/2012 - 1 2013/2013
GCSE’S - Maths, English, Science, Art, Music, Btec sport, National first award ICT level 2
The Harefield Academy
Harefield, Middlesex 1 2006/2006 - 1 2011/2011
NVQ Level 2 - Apprenticeship - Business and Administration
Alpha Scientific LTD
Slough 7 2013/2013 - 7 2014/2014
Skills
- Microsoft - (Word, Excel, PowerPoint, Outlook)
- Telephone etiquette
- Customer care
- SAGE
- CRM
- Good communication skills
- Flexible (multi-tasking)
- Understanding of own development needs
- Good initiative
- Time management
- Order processing
- Empathy displaying
- Call centre experience
References
References available upon request.
Timeline
Customer Service Advisor - PPM
Surefire Ltd
03.2024 - Current
Customer / Sales Admin
GM Treble
11.2019 - 09.2023
HR SSC Administrator
GLH Hotels
06.2019 - 08.2019
Customer Service – Temp
Adecco – APCOA Parking
02.2019 - 06.2019
Miss Muffin
11.2018 - 12.2018
Home Administrator
HC‐One
09.2018 - 11.2018
HR Administrator (Fixed term temporary cover)
GEFCO
06.2018 - 06.2018
HR Administrator/ Receptionist (Fixed term temporary cover)
The Perfume Shop
04.2018 - 05.2018
Print Technician (Fixed term temporary cover)
Cheers Ltd
02.2018 - 04.2018
Receptionist (Fixed term temporary cover)
CSL
10.2017 - 11.2017
Administrator Assistant (Fixed term temporary cover)
TFA Ltd
05.2017 - 06.2017
Barmaid/waitress (Permanent)
Coy Carp – Mitchell & Butlers
01.2017 - 04.2018
HR Assistant (Fixed term temporary cover)
The Clancy Group Ltd
10.2016 - 12.2016
HR Administrator (Permanent)
Kuehne + Nagel
12.2014 - 06.2016
Manpower
08.2014 - 12.2014
Business and Administration (Apprenticeship)
Alpha Scientific LTD
07.2013 - 07.2014
Veterinary Assistant
St Martins Veterinary Clinic
01.2013 - 12.2013
Level Two NVQ - Business and Administration, ICT
BCA Berkshire College of Agriculture
1 2013/2013 - 1 2014/2014
Diploma Level Two - Animal Management, Maths
Berkshire college of Agriculture
1 2012/2012 - 1 2013/2013
GCSE’S - Maths, English, Science, Art, Music, Btec sport, National first award ICT level 2
The Harefield Academy
1 2006/2006 - 1 2011/2011
NVQ Level 2 - Apprenticeship - Business and Administration
Alpha Scientific LTD
7 2013/2013 - 7 2014/2014
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