Summary
Overview
Work history
Education
Skills
First aider and fire extinguisher
References
Timeline
Generic

Margaret Massaquoi

Reading,UK

Summary

A positive, proactive and dynamic professional with extensive experience in customer relation roles with a clear logical mindset and approach towards problem solving and solution orientation. An individual who enjoys working on their own initiative and as part of a team in order to allow for maximum success in situations. Often described as reliable, trustworthy and hardworking.

Career goal includes leveraging expertise to drive organisational success through innovative solutions and effective team management.





Overview

18
18
years of professional experience
3
3
years of post-secondary education

Work history

Warehouse Operative/ Returns Administrator

HARRODS DISTRIBUTION CENTRE
Thatcham, West Berkshire
10.2024 - 01.2025
  • Administration data entry with the use of SAP and outlook.
  • Handling of designer brands and luxury goods with care for inspection.
  • Packed orders for timely dispatch to customers and retail outlets.
  • Individual workloads dealing with refundable items and ensuring all packages are processed and delivered in accordance with daily KPI's set.
  • Improved efficiency with meticulous coordination of stock and inventory control.
  • Manual work required that included the use of palette pump trucks, loading of cages and totes for delivery to Knightsbridge
  • Maintained safety regulations by enforcing strict adherence to company policies.

Customer Planning Team Manager

THAMES WATER
Slough
08.2015 - 12.2023
  • Responsible for the functional and operational planning team in TV & Home Counties area.
  • Performing daily huddles with the team(s) & assist with planning for other regions when low on resource.
  • Dealing with HR queries in accordance to TW policies & process.
  • Point of contact for pollutions & complaints as manager of the regions.
  • Keeping up with KPI’s and meeting SLA’s for weekly reporting.
  • Working alongside Field Managers, Area Managers and stakeholders to meet area targets, in order to lower backlog and maximise resource output.
  • Liaising with team managers, Regional Planning Managers and Operation Mangers that cover: Waste Planning, Scheduling, Pumping and SSPS Operations.
  • Scheduling work for Network Engineers & liaising with contractors daily to plan future works and objectives for the region.
  • Assisting with training new starters & coaching teams, field members and stakeholders on the usage of Salesforce.
  • Dealing with manager call backs, complaints & case managing customers.
  • Supervised as Operational Manager covering planning for multiple regions and point of contact in absence.
  • Developed action plans for continuous process improvement initiatives.
  • Completing high level requests for Regional Planning managers.

Pollution Co-Ordinator

THAMES WATER
Reading, Berkshire
12.2022 - 04.2023
  • Reporting and recording all pollution incidents in a timely manner.
  • Deploying the correct teams and equipment to maintain pollutions and incidents.
  • Liaising with further stakeholders such as LMC, OHES and event scientists.
  • Self-reporting to Environment Agency and ensuring information was updated when required.
  • Conducted research to support decision-making processes.
  • Working alongside EDA, STW and SPS network team.

Support Worker

JIGSAW CREATIVE CARE LIMITED
Reading, Berkshire
11.2012 - 11.2014
  • Supporting Clients with complex and specialist needs in their home and local community
  • Record keeping of daily activities, finance and medication according to client's schedule.
  • Contributed feedback on patient progress leading to adjustments in personalised care plans.
  • Creating a positive, nurturing environment that helps clients gradually gain their own independence to function confidently as an individual.
  • Implemented care plans set out by healthcare professionals leading to improved patient well-being.

Administrator/Receptionist

REED SPECIALIST RECRUITMENT
Reading, Berkshire
09.2008 - 08.2012
  • Meeting and greeting clients as a concierge & search agent
  • Data entry, filing, recovery and updating client’s files.
  • Assisted in recruitment process, improving efficiency in hiring new staff members.
  • Organised conference meetings and events to ensure clear communication between various departments.
  • Maintained professionalism whilst dealing with sensitive information, resulting in increased trust from clients.
  • Managed external queries, engaging with clients face-to-face, by phone and through email.


Sales Assistant

TESCO EXTRA
Reading, West Berkshire
06.2009 - 09.2009
  • Changing main displays in the clothing department & responsible for replenishing stock in the department.
  • Night shift lone work but alternated with day shifts when required.
  • Managed till operations and money handling.
  • Improved customer service by efficiently handling queries and complaints.
  • Conducted daily inventory checks to manage stock levels accurately.

Sales Assistant/Advisor; Bureau De Change

MARKS and SPENCER
Reading, Berkshire
04.2007 - 12.2008
  • Advising and delivering customer service with exchanging currencies.
  • Assisting customers with personal queries and general enquiries in the menswear department.
  • Handled cash and cheque transactions swiftly, ensuring accurate accounting at the end of each shift.
  • Delivering stock from delivery trucks in loading bay via loading cages to and from the shop floor.
  • Resolved customer complaints and process issues with proactive problem-solving skills.

Education

GCSEs - Media and Cultural Studies with Drama

Kingston University
Kingston upon Thames
09.2009 - 06.2012

Diploma - Access to Higher Education

Bracknell/ Wokingham College
Bracknell, Bracknell Forest
09.2008 - 06.2009

Skills


  • Microsoft Office Suite
  • Team Player
  • Team Leader
  • Communication
  • Conflict Resolution
  • Record Keeping
  • Data Entry/ Collection
  • Report Formulation
  • Event Organising
  • Event Planning
  • Leadership in diverse environments
  • Effective delegating
  • Creative
  • Software knowledge - GIS, Vistec, CRM & SAP
  • Product development - Salesforce & WFM coaching
  • Training
  • Land Registry
  • Power BI
  • Warehouse equipment handling

First aider and fire extinguisher

Trained by Thames Water

References

References available upon request.

Timeline

Warehouse Operative/ Returns Administrator

HARRODS DISTRIBUTION CENTRE
10.2024 - 01.2025

Pollution Co-Ordinator

THAMES WATER
12.2022 - 04.2023

Customer Planning Team Manager

THAMES WATER
08.2015 - 12.2023

Support Worker

JIGSAW CREATIVE CARE LIMITED
11.2012 - 11.2014

GCSEs - Media and Cultural Studies with Drama

Kingston University
09.2009 - 06.2012

Sales Assistant

TESCO EXTRA
06.2009 - 09.2009

Diploma - Access to Higher Education

Bracknell/ Wokingham College
09.2008 - 06.2009

Administrator/Receptionist

REED SPECIALIST RECRUITMENT
09.2008 - 08.2012

Sales Assistant/Advisor; Bureau De Change

MARKS and SPENCER
04.2007 - 12.2008

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Margaret Massaquoi