1. Maxine Slade
Flat 12, 6-10 Aberdeen Park, London, N5 2BN
Home: 020 7704 0243
Mobile: 07428 122016
Email: maxineslade1@gmail.com
Personal Profile
I am a highly experienced and professional Helpdesk Team Leader for EMEA, and my current employment is within the demanding
environment of a corporate bank working with Facilities Management, where professionalism and first impressions are of
paramount importance.
I always maintain a smart appearance, responsible attitude, pay attention to detail and an aim to exceed expectations. I am
hardworking, punctual and reliable with a happy disposition. During my various work roles throughout my career, I have gained
many certificates of achievement for courses that I have attended and completed. I enjoy a challenge, experiencing new things and
helping people. I work well within a team, and also using my own initiative.
I am a flexible person seeking a change of direction into a different work area of business, which will allow development, growth and
make use of my existing skills.
Key Skills
I have been working in Customer Service roles for over 20 years. In this time I have acquired and developed many skills.
These include:
• Excellent verbal and written communications
• Systems Training
• The ability to manage and lead teams,
• Problem solving
• Highly organised
• Attention to detail
• Working to tight deadlines
Career History
CBRE: November 12 – Present
Lead Customer Service Representative: Nov 08 to January 2014
Team Leader EMEA for State Street Account: Jan 2014 to present
During my time with CBRE, I have created and developed the Helpdesk for their leading account, State Street, which has also seen
me promoted to Helpdesk Team Leader for EMEA. In my time with CBRE, my responsibilities have been wide and varied. I started as
the Lead Customer Service Representative, and my duties were to answer incoming telephone calls, emails and web based requests
with-in pre-determined guidelines. It is also part of the Helpdesks role to create daily, weekly and monthly reports to ensure that
the SLA’s are adhered to.
After my promotion in January 2014, I took over other important areas of the business to focus on and became responsible for 2
other members of the team, ensuring that their training and skills were kept up to date. I oversee all administration for the Helpdesk
Team, to include staff holidays/sickness, staff rota & development reviews and I am the point of contact for 2nd
level complaints to
endeavour to resolve them.
My other duties are: Sharepoint administration and Site Administrator for the EMEA Region, Moves Coordination, and complete
systems trainer for the whole EMEA Team. I have also become the specialist administrator for the company system Service Insight,
helping our FM’s, finance team and engineering department with any queries relating to the capabilities and development of Service
Insight, specifically PPM’s, and invoice related work orders, and have created processes and manuals, including maintaining
playbooks with up to date information for staff training. I maintain organised work files, deal with all expenses records for the
Account Director, and travel to Dublin to deliver FM’s and coordinators training to maintain the Ireland regions SLA’S. I assist in
special projects as required.

2. Sodexo: Nov 08 – November 12
Senior Helpdesk Coordinator and Acting Team Leader
At Sodexo, I was the Senior Helpdesk coordinator working with Facilities Management at Unilever. I was responsible for answering
all incoming calls and dealing with enquiries and emails from 3 busy Offices. Using the QFM system to raise work orders to different
departments and booking meeting rooms, I liaised with all departments to ensure the smooth running of the business and Helpdesk.
Key duties included, the management of the Condeco car parking system, sending daily reports to security and reception for all staff
and visitor car parking, dealing with the Starter and Leaver process, according to Unilever Policy and creating weekly event and
room booking reports, for all Facilities Managers, and security. During my time at Sodexo, I became the acting team leader for a
period of 9 months, where I lead a team of 4-5 staff members, and oversaw the training of new staff and updating procedures with
existing staff. I also dealt with the Helpdesk administration to include rotas, holiday/sickness and Team Meetings and used all
Microsoft Office Packages, including Word, Excel and Powerpoint.
Office Angels Temp- Livingston Services Plc: Aug 08 – November 08
Receptionist/Admin
For a brief period, I temped for 3 months at Livingston answering all incoming calls and transferring them to the appropriate
department. I was responsible for inputting data onto spreadsheets and general administrative duties including emailing, faxing,
filing and photocopying.
Roberts Knight Selection Limited: Feb 08 – August 08
Receptionist & Vetting & Clearance Consultant (promotion):
I was responsible for answering all incoming calls, dealing with general enquiries and meeting and greeting applicants and clients.
Included in my duties was the distribution of employment packs and ensuring that applicants have completed forms to the required
standard. I would set applicants up on relevant computer skills tests and Interview applicants at consultants request to ensure their
suitability for the position applied for. I also dealt with all referencing for 9 Consultants, and predominantly worked alongside 1
leading consultant, vetting passports, verifying N.I. numbers, and completing CRB forms. I had extensive administrative duties which
included dealing with all post, Stock control and ordering of all office stationary. I was also responsible for the company receptionist
and would cover reception during lunchtimes, sickness and holiday periods. I liaised with cleaning contractors on a weekly basis to
ensure that work was carried out to expectations.
Kingston Dental Care: May 06 – February 08
Lead Receptionist and Administrator
In this role, I was required to answer incoming calls, reply to emails and deal with all enquiries relating to appointments. Meeting
and greeting patients was a regular aspect of the role, which included keeping the reception and waiting area tidy. My
Administration duties included dealing with post, ordering stock and stationary and creating quarterly newsletters.
Education & Qualifications
September 2009 to March 2010
VT Training, Kingston Upon Thames
• Qualified in NVQ, Customer Service, Level 2.
2000 - 2001
Hackney Community College, London – Training courses
• Word Processing Level 1 - Distinction
• Word Processing Level 2 – Distinction
1984 -1989
Helenswood School, Hastings – GCSE’s
• English, Maths, Geography, History, Science
References available upon request