Michelle Waumsley

Dedicated and highly organised professional with extensive experience in facilities management, administration, customer service, and operational support. Proven ability to work effectively in fast-paced environments, managing multiple priorities while maintaining high standards of service and professionalism. Experienced in stakeholder management, problem-solving, facilities coordination, and team supervision.

A reliable and motivated individual with excellent communication skills, strong attention to detail, and a commitment to continuous professional development. Adaptable and proactive, with the ability to work independently or collaboratively to achieve organisational objectives.

Facilities Assistant - CBRE

(2024-09)

Providing facilities management support at Hiscox Insurance, ensuring the smooth day-to-day operation of the workplace and maintaining high standards of customer service.

• Managing front-of-house reception services and handling incoming telephone enquiries.
• Coordinating visitor management processes and maintaining site security protocols.
• Managing incoming and outgoing post and deliveries.
• Monitoring, ordering, and maintaining stock levels of office and facilities supplies.
• Setting up meeting rooms and supporting internal events and meetings.
• Conducting daily building inspections and reporting maintenance issues.
• Raising service requests through Service Insight and coordinating contractor attendance.
• Maintaining CBRE compliance records and updating site logbooks.
• Monitoring cleaning standards and reporting service issues.
• Supporting building security through locking and unlocking procedures as required.

Credit Services Administrator / Risk Analyst - Penguin Random House

(2019 - 2024-09)

Responsible for managing customer credit accounts, analysing financial risk, and supporting the effective administration of trade credit insurance processes.

• Managing day-to-day trade credit insurance updates and account reviews.
• Assessing requests for credit limit changes and making informed decisions based on payment history and risk data.
• Creating, amending, and maintaining customer credit limits.
• Maintaining and verifying customer records across SAP and Vista systems.
• Analysing account information and supporting credit risk management activities.
• Delivering accurate administrative support and ensuring data integrity across multiple platforms.

Customer Services Advisor (Export Department) - Penguin Random House

(2016-08 - 2019-06)

Delivered customer service support for international clients and managed export order processing for customers outside the UK.

• Processing customer orders via telephone and email.
• Managing customer enquiries and resolving issues efficiently.
• Coordinating delivery bookings and shipment requirements.
• Building positive relationships with international customers.
• Supporting colleagues and contributing to team performance objectives.
• Ensuring accurate order processing and adherence to service standards.

Call Centre Supervisor - First Call GB Ltd

(2008-11 - 2016-04)

Promoted from Call Centre Operative to Supervisor after demonstrating strong performance, leadership abilities, and operational knowledge.

• Supervising daily call centre operations and leading a team of customer service advisors.
• Managing emergency breakdown and road traffic accident assistance requests.
• Dispatching recovery operators using mapping and allocation systems.
• Monitoring service delivery standards and ensuring customer satisfaction.
• Delivering induction training and ongoing coaching for staff.
• Handling customer complaints and complex case resolutions.
• Liaising with insurance brokers and external stakeholders.
• Processing payments for new business and policy renewals.
• Maintaining accurate records and performing administrative duties.
• Successfully progressed from Call Centre Operative to Office Supervisor within two years.

Appointment Centre Operator - Feathers Hair Salon

(2006-01 - 2008-11)

Provided appointment scheduling and customer support services for multiple salon locations across Essex.

• Managing incoming calls and booking appointments across four salon locations.
• Assisting with local advertising and promotional activities.
• Handling customer enquiries and complaints professionally.
• Maintaining appointment schedules and ensuring efficient diary management.

Support Worker - Alexandra House

(2002 - 2005)

Provided care and practical support to adults with learning disabilities, promoting independence and wellbeing.

• Supporting residents with daily living activities.
• Assisting with personal care, meal preparation, and household tasks.
• Accompanying residents on outings and short breaks.
• Administering medication following completion of specialist medication training.
• Promoting independence, dignity, and person-centred care.

Level 2 Certificate - Mental Health Awareness and Advocacy in the Workplace & Mental Health First Aid (2024 - 2024)

Diploma - Criminology

Course - Administration and IT - Colchester Institute

GCSE Qualifications - English, Mathematics, French, Sociology, Religious Education