Mark Makaka
Peterborough
Summary
I am a motivated and reliable individual with experience in customer service roles, currently working at East Cambridgeshire District Council after completing my Level 2 Customer Service Practitioner Apprenticeship. In my role, I handle a high volume of calls and support customers with a range of enquiries, which has helped me build strong communication skills and confidence in dealing with different situations. I am known for taking initiative, working well under pressure, and always looking to improve. I am now seeking an opportunity to continue developing my skills within a customer-focused or administrative role where I can add value and grow further.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work history
Customer service representative
East Cambridgeshire District Council
Ely, Cambridgeshire
2024.08 - Current
- Handle a high volume of inbound calls daily, helping people with enquiries like council tax and general support
- Gained confidence over time and now able to deal with more difficult situations independently and be first point of contact
- Often take one of the highest number of calls in the team and push myself to improve
- Passionate about challenge myself by taking on enquiries I’m not fully comfortable with to build experience
- Received good feedback through surveys and emails for being helpful and professional
- Helped support school groups during court experience days, making sure everything ran smoothly
- Learned how to stay calm and communicate clearly in different situations, including with frustrated customers
- Completed training in data protection, prevent awareness, fire safety, bomb threat awareness, and mental health
- Built strong communication skills and confidence working in a real office environment
Sales assistant
JD Sports
Peterborough
2022.09 - 2024.08
- Assisted customers with product selection and purchases.
- Delivered high standards of customer service during peak trading periods.
- Operated tills and handled cash/card transactions accurately.
- Managed stock.
- Worked collaboratively within a team to achieve store targets.
Education
NVQ Level 2 - Customer services
Cambridge Regional College
Cambridge 2024.08 - 2026.02
A-Levels - Business | B Sport | A
NPA
Peterborough 2022.09 - 2024.07
GCSEs - Maths | 7 English | 6 Sciences |557
Jack Hunt School
PeterboroughSkills
- Strong communication skills (phone, face-to-face and email)
- Confident handling high volumes of calls
- Customer service and problem-solving
- Admin and computer skills (Microsoft Office, CRM Case systems)
- Ability to stay calm under pressure
- Dealing with difficult or frustrated customers
- Good listening skills and understanding customer needs
- Working independently and taking initiative
- Teamwork and supporting colleagues
- Time management and reliability
- Attention to detail (especially when logging calls and handling data)
- Data protection and confidentiality awareness
- Adaptability and willingness to learn
- Positive attitude and strong work ethic
- Confidence growing in professional environments
Accomplishments
- Level 2 Customer Service Practitioner Apprenticeship (Completed)
- Mental Health First Aid Certificate
- Prevent Duty Awareness Training
- Data Protection Training (GDPR)
- Fire Safety & Fire Extinguisher Training
- Bomb Threat Awareness Training
- Recognised by management for high call performance and excellent customer feedback
- Positive customer and public feedback for professionalism and support
Affiliations
- Consistently involved in church activities from a young age, volunteering weekly and supporting community initiatives
- Regularly play football, building teamwork, resilience, and consistency
- Consistently attend the gym to maintain physical health, mental wellbeing, and discipline
References
References available upon request.
Timeline
Customer service representative
East Cambridgeshire District Council
2024.08 - Current
NVQ Level 2 - Customer services
Cambridge Regional College
2024.08 - 2026.02
Sales assistant
JD Sports
2022.09 - 2024.08
A-Levels - Business | B Sport | A
NPA
2022.09 - 2024.07
GCSEs - Maths | 7 English | 6 Sciences |557
Jack Hunt School