Marsha Louise Thomas
Summary
Dedicated professional with a strong foundation in customer service and interpersonal communication, adept at fostering positive relationships and resolving conflicts effectively. Demonstrates exceptional emotional intelligence, adaptability, and problem-solving skills, ensuring seamless teamwork and calmness under pressure. Skilled in counselling and active listening, with a commitment to delivering empathetic support and achieving optimal outcomes in challenging situations.
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Resourceful employee with outstanding knowledge to develop and maintain healthy customer pipeline. Consistently works to attract new business opportunities. Talent in administrative oversight, recruitment processes and customer service improvements.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Volunteer recovery work
Change Grow Live
London
03.2025 - Current
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported theteam by demonstrating respect and willingness to help.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Applied critical thinking to analyse problems, evaluate solutions and select thebest decisions.
- Carried out day-to-day duties accurately and efficiently.
Customer Service Consultant
Post Office Ltd
London
05.2004 - 05.2025
- Resolved customer service inquiries with a X% satisfaction rate, leading to an increase in customer satisfaction scores
- Followed all company protocols strictly whilst interacting with customers or handling their data.
- Demonstrated adaptability by handling varying shifts during peak periods or staff shortages.
- Utilised product knowledge to assist customers with enquiries and purchases.
- Maintained the highest standards of professionalism whilst managing customer interactions.
- Developed excellent rapport with customers to encourage repeat business.
- Processed transactions swiftly using point-of-sale systems to minimise waiting times for customers.
- Managed confidential information professionally to maintain privacy standards within the organisation.
- Assisted in training new employees on company policies and procedures, enhancing team performance.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Worked as part of a team to improve overall customer experience.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
Volunteer Playworker
Pacca After School Club
London
07.2021 - 09.2022
- Collecting and Escorting Children from school to theclub
- Set up activities for the children
- Promote good behaviour by using praise and rewards
- Supporting children with their reading and homework.
- Creating a playful and safe environment.
- Prepared nutritious snacks to promote healthy eating habits amongst the children.
- Provided emotional support during times of distress, promoting the mental well-being of all attendees.
- Ensured a clean play area by regularly tidying up after each activity session.
- Dealt with injuries and emergencies promptly and efficiently.
- Confidently communicated with colleagues and children.
Volunteer Mentor
Richmond Park Academy Secondary School
London
12.2017 - 09.2018
- Empowering pupils to resolve their current issues and develop coping strategies for the future.
- Helping them set appropriate boundaries and acknowledging their strengths, weaknesses, talents and encouraging them to find ways to use them.
Education
GCSEs - 8 grades b-ds
St Martin's in the fields high school for girls
09.1994 - 07.1999
Counselling skills level 2 -
NCFE CACHE
01.2021 - 04.2021
Diploma in Counselling skills level 3 -
NCFE CACHE
London 12.2021 - 03.2022
Certificate in Understanding Children and Young People’s Mental Health Level 2 - undefined
NCFE CACHE
02.2024 - 03.2024
E131 - Introduction to working with young people - undefined
Open University
Skills
- Customer Service
- Interpersonal Communication
- Listening skills
- Counselling skills
- Emotional Intelligence
- Communication Skills
- Problem-Solving
- Adaptability
- Patience
- Conflict Management
- Calm under pressure
- Teamwork
Custom
- Volunteering
- Mentoring and coaching
- Reading
- Meditating
- Going for a long walk
Certification
Full Paediatric First Aid 04/10/2024 Certificate (Tigerlily)
Equality, Diversity, and Inclusion Certificate 15/11/2024
Safeguarding Adults Level 3 Certificate 9/4/2025
Timeline
Volunteer recovery work
Change Grow Live
03.2025 - Current
Certificate in Understanding Children and Young People’s Mental Health Level 2 - undefined
NCFE CACHE
02.2024 - 03.2024
Diploma in Counselling skills level 3 -
NCFE CACHE
12.2021 - 03.2022
Volunteer Playworker
Pacca After School Club
07.2021 - 09.2022
Counselling skills level 2 -
NCFE CACHE
01.2021 - 04.2021
Volunteer Mentor
Richmond Park Academy Secondary School
12.2017 - 09.2018
Customer Service Consultant
Post Office Ltd
05.2004 - 05.2025
GCSEs - 8 grades b-ds
St Martin's in the fields high school for girls
09.1994 - 07.1999
E131 - Introduction to working with young people - undefined
Open University
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