Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mason Sargeant

High Wycombe,Buckinghamshire

Summary

A self-motivated, passionate, and technically minded individual with team leadership experience. I have worked in both contact centre/helpdesk and hands-on engineering environments, handling customer queries, troubleshooting technical issues, supporting field teams, and managing the scheduling and coordination of field service visits—all while ensuring excellent customer service. I communicate effectively with colleagues and stakeholders and take a logical approach to problem-solving. I am looking for a role where I can apply my leadership, customer service and technical experience while continuing to develop my skills.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Critical Facilities Engineer

Equinix
Slough, Berkshire
08.2023 - Current
  • Carried out planned preventative maintenance on all data centre electrical systems and mechanical plant.
  • Monitored the BMS and investigated any alarms.
  • Assisted in troubleshooting technical issues and providing clear solutions to on-site teams.
  • Carried out commercial/Industrial electrical installations.
  • Recorded PPM accurately on the company system.
  • Performed risk assessments, developed method statements and approved permits to work.
  • Communicated effectively with colleagues, contractors, and stakeholders to ensure smooth operations.
  • Taking the lead on projects that were assigned to apprentices.
  • Developed appropriate resources to meet the needs of new starters.
  • Provided guidance and support to apprentices and new team members, helping them integrate into the workplace and develop upon existing skills.
  • Adapted quickly to changing work requirements, maintaining high-performance standards under pressure.
  • Ensured customer satisfaction by responding promptly to service requests and resolving issues efficiently.
  • Organizing team building events.

Planning Lead

Costa Coffee
High Wycombe, Buckinghamshire
08.2019 - 07.2020
  • Led the planning team, ensuring the efficient scheduling of engineer and BEC workload across the UK.
  • Monitored team and individual performance, providing regular feedback, coaching, and training to support development.
  • Acted as the key point of escalation, resolving scheduling conflicts and ensuring smooth coordination between engineers, field teams, and stakeholders.
  • Ensured the planning team operated effectively and efficiently, identifying opportunities for continuous improvement in scheduling processes.
  • Oversaw the allocation of field engineers, balancing workloads and ensuring quick response times to meet operational demands.
  • Tracked and analysed KPIs and SLAs, ensuring targets were met and implementing improvements where necessary.
  • Worked closely with management and operational teams to align planning strategies with business objectives and service expectations.
  • Led monthly 1-to-1 reviews with team members to assess performance, set goals, and provide ongoing support.
  • Developed processes to streamline scheduling, reduce downtime, and enhance service delivery.
  • Maintained relationships with internal and external stakeholders, ensuring clear communication and efficient problem-solving.

Planner

Costa Coffee
High Wycombe, Buckinghamshire
04.2018 - 08.2023
  • Managed the allocation of field engineers, ensuring efficient response times and minimising machine downtime.
  • Communicated effectively with engineers, field teams, contact centre, planning team, and management to resolve scheduling challenges.
  • Used data and feedback to optimise planning processes, improving efficiency and customer satisfaction.
  • Adapted quickly to changing priorities, balancing urgent repairs with long-term maintenance planning.
  • Planned schedules for Brand Excellence Coaches, ensuring smooth training for new sites and machine upkeep.
  • Organised Set Up for Success (SUS) visits, ensuring site readiness before machine installations.
  • Scheduled audit visits for Brand Excellence Coaches, maintaining high operational and service standards.
  • Provided reporting and insights to support effective planning and give visibility to other teams and management.
  • Took ownership of managing administrative duties for the company’s fleet and tracking system, ensuring accurate record-keeping and operational efficiency.

Helpdesk Advisor

Costa Coffee
High Wycombe, Buckinghamshire
05.2016 - 06.2018
  • Acted as the first point of contact for sites experiencing machine faults or general queries, providing prompt and professional support over the phone.
  • Diagnosed and resolved machine issues remotely using the Solved at Source (SAS) guide, guiding customers through step-by-step troubleshooting.
  • Went above and beyond by applying personal knowledge of Costa machines to identify and resolve issues beyond standard troubleshooting procedures.
  • Identified a fault in the rollout of syrup upgrades on older machines that had gone unnoticed, helping to prevent widespread operational issues.
  • Escalated unresolved technical faults to field engineers or relevant teams, ensuring a quick resolution while keeping downtime to a minimum.
  • Logged and tracked all calls accurately within the system, ensuring clear records for ongoing support and analysis.
  • Provided excellent customer service, maintaining professionalism while handling high-pressure situations and ensuring minimal disruption to operations.
  • Worked closely with engineers, planners, and operational teams to improve processes and enhance machine reliability.

Customer Service Representative

SafetyNet Credit
High Wycombe, Buckinghamshire
12.2015 - 05.2016
  • Handled inbound and outbound customer calls.
  • Assisted with loan inquiries, and provided account support.
  • Used CRM systems to manage customer data and ensure efficient service. Maintained a professional and customer-focused approach in a fast-paced environment.

Customer Service Representative

Co-op Food
High Wycombe, Buckinghamshire
06.2015 - 12.2015
  • Worked on the shop floor, handling stock replenishment, operating tills, and assisting customers with inquiries.
  • Maintained store presentation and provided excellent customer service.
  • Carried out stock takes

Electrical Labourer

RJN Electrical
High Wycombe, Buckinghamshire
01.2013 - 07.2015
  • Assisted electricians with installations, cable pulling, and general site work.
  • Ensured compliance with safety procedures and helped maintain a clean and organised workspace.
  • Tidying up
  • Loading van
  • General Labouring

Education

Level 2 Functional Skills - English & Maths

Newbury College
Newbury, West Berkshire

Skills

  • Customer Service Excellence
  • Contact Centre & Helpdesk Operations
  • Scheduling & Coordination
  • Problem-Solving & Decision-Making
  • Leadership & Development
  • Project Supervision
  • Communication
  • Process Improvement
  • Technical Knowledge
  • Budget management
  • Team building

Certification

  • Fire Marshall
  • First Aid
  • ECS
  • Asbestos Awareness
  • IPAF

Timeline

Critical Facilities Engineer

Equinix
08.2023 - Current

Planning Lead

Costa Coffee
08.2019 - 07.2020

Planner

Costa Coffee
04.2018 - 08.2023

Helpdesk Advisor

Costa Coffee
05.2016 - 06.2018

Customer Service Representative

SafetyNet Credit
12.2015 - 05.2016

Customer Service Representative

Co-op Food
06.2015 - 12.2015

Electrical Labourer

RJN Electrical
01.2013 - 07.2015

Level 2 Functional Skills - English & Maths

Newbury College

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