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
2024.10 - 2025.01
- 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
2015.08 - 2023.12
- 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
2022.12 - 2023.04
- 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
2012.11 - 2014.11
- 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
2008.09 - 2012.08
- 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
2009.06 - 2009.09
- 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
2007.04 - 2008.12
- 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 2009.09 - 2012.06
Diploma - Access to Higher Education
Bracknell/ Wokingham College
Bracknell, Bracknell Forest 2008.09 - 2009.06
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
2024.10 - 2025.01
Pollution Co-Ordinator
THAMES WATER
2022.12 - 2023.04
Customer Planning Team Manager
THAMES WATER
2015.08 - 2023.12
Support Worker
JIGSAW CREATIVE CARE LIMITED
2012.11 - 2014.11
GCSEs - Media and Cultural Studies with Drama
Kingston University
2009.09 - 2012.06
Sales Assistant
TESCO EXTRA
2009.06 - 2009.09
Diploma - Access to Higher Education
Bracknell/ Wokingham College
2008.09 - 2009.06
Administrator/Receptionist
REED SPECIALIST RECRUITMENT
2008.09 - 2012.08
Sales Assistant/Advisor; Bureau De Change
MARKS and SPENCER
2007.04 - 2008.12