THOMAS L MASIKO
Radcliffe,Manchester
Summary
Dynamic professional with expertise in business strategy and management, exceptional customer service, and collaborative leadership. Skilled in understanding client relations and providing marketing insights, with a strong foundation in product and financial planning. Proficient in Microsoft Office Suite, IOSH certified, and equipped with advanced first aid training and crowd science expertise. Committed to leveraging skills to drive organisational success and enhance client satisfaction.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
Work history
Station shift supervisor
Network Rail ManchesterPiccadilly
Manchester
2016.03 - Current
- Resolved customer complaints promptly, leading to enhanced customer relations.
- Improved team cohesion by implementing effective communication strategies.
- Managed shift operations whilst ensuring customer satisfaction.
- Ensured adherence to health and safety regulations; maintained safe workplace conditions.
- Implemented new operational guidelines resulting in improved workflow efficiency.
- Delegated tasks to staff members to ensure efficient shift operation.
- Handled any emergencies or issues during shifts with professionalism and calmness.
- Trained and mentored new employees to maximise team performance.
- Led and oversaw all shift activities, including working with Train Operating Companys and Stakeholders , to the highest performance, quality, health and safety standards.
Customer Services Manager
Umoja Real Estate Solutions
2011.05 - 2012.12
- Supervised a team acting as the first point of contact for enquiries from existing and prospective tenants.
- Ensured delivery of world-class level of customer service, tackled problems and coordinated solutions.
- Delivered an outstanding tenant experience and drove a high quality service provision, ensuring the safety and welfare of the tenants.
- Conducted 1 to 1 meetings, identified and managed personal development needs, performance, resource levels, including rota management, holiday and recruitment.
- Managed and encouraged the training and development of the team and supported the creation of a coaching culture.
- Proactively engaged with commercial tenants to ensure their needs were met.
- Ensured the delivery of sales best practice, managed and delivered key support in emergencies and managed the tenant eviction process.
- Managed all cleaners and contractors on site and coordinated fit-out building projects / repairs.
- Facilitated monthly meetings for all tenants, and ensured action points were delivered quickly and effectively.
- Proactively developed the company’s brand with existing and prospective tenants and third parties.
- Facilitated staff development with ongoing training initiatives.
Night Manager
Dawson News
2005.04 - 2011.05
- Managed a depot supplying newspapers and magazines on behalf of publishers to airlines.
- Promoted and implemented a fully integrated service including supplying airline lounges, a branded gate service and in-flight media.
- Managed a sophisticated distribution system and worked with publishers to grow circulation and increase sales opportunities with airline passengers across the globe.
- Helped build a unique gate services system which provided benefits to airlines by allowing passengers to help themselves to reading materials thus relaxing them and freeing up cabin staff time.
- Offered strategic support by helping airlines to negotiate with publishers and ensured that airlines got publications they wanted, where they wanted them at the right price.
- Recorded and managed trend data to analyse airline requirements over time, which improved efficiency and reduced wastage.
- Managed and trained a team of 20 staff within the distribution and circulation department.
Customer Service Manger
Siko Couriers
2000.01 - 2005.03
- Developed a successful courier business specialising in domestic parcel movement.
- Ensured the efficient and profitable running of the company by supporting and encouraging sales activity, control, operations and people management.
- Directly supervised operational requirements, managed and trained staff to deliver a high level of customer service.
- Managed the customer complaints system and ensured prompt corrective action and targeted training was provided whenever necessary.
- Performed market research and promotions, forecasting, the development of new business and other marketing administrative functions.
Hardware Customer Service Assistant
Microserve Limited
1999.06 - 1999.12
- Answered telephones and responded to customer issues in regard to hardware issues.
- Responded to trouble tickets via telephone and through e-mail.
- Monitored service calls within the Service Desk accounts to provide the most responsive service to customers.
- Interfaced with on-site field engineers and customers to resolve issues on service calls.
- Interfaced with the Logistics team on parts specification and ordering.
- Assisted Operations team to execute new account implementations.
- Provided Hardware maintenance support to customers and field personnel.
Education
Bsc - Computer Science
Greenwich University
2000.01 - 2003.01
High School - History, Economics, Geography, Divinity
St Lawrence Citizen’s High School
1996.01 - 1998.01
Skills
- Exceptional customer service
- Business strategy and management
- Understanding client relations
- Collaborative leadership
- Marketing insights
- Product and financial planning
- Proficient in Microsoft Office Suite
- Leadership abilities
- Advanced first aid training
- Crowd science expertise
- IOSH certified
Affiliations
- Cooking and spending time with my sons.
REFERENCES
Available on request.
INTERESTS
I enjoy cooking, playing and following cricket.
Timeline
Station shift supervisor
Network Rail ManchesterPiccadilly
2016.03 - Current
Customer Services Manager
Umoja Real Estate Solutions
2011.05 - 2012.12
Night Manager
Dawson News
2005.04 - 2011.05
Customer Service Manger
Siko Couriers
2000.01 - 2005.03
Bsc - Computer Science
Greenwich University
2000.01 - 2003.01
Hardware Customer Service Assistant
Microserve Limited
1999.06 - 1999.12
High School - History, Economics, Geography, Divinity
St Lawrence Citizen’s High School
1996.01 - 1998.01