Meet Monica, our Registrations Lead Agent

1.????? What was your first job?

When I first joined D&G as a full-time agent (back when we were called Inkfish), I was part of the customer service team for Vax.

My role focused on walking customers through everything from assembling their vacuum cleaners to troubleshooting why it wouldn’t turn on—only to often find out it wasn’t plugged in! ??

I found that we’d always end up sharing a laugh with the customer, and those moments were the best part of the job.

2.????? Whilst at D&G, have you changed roles or departments?

Absolutely! I’ve definitely "been around the houses" here at D&G.

I started with Whirlpool, then moved to the Repair & Care (R&C) team, where I really found my footing, and stayed there the longest.

R&C is where I started to build my personal brand. Then right before lockdown, I transitioned to the Registrations team.

3.????? Tell us a bit about your current role.

I’m currently a Lead Agent in the Registrations team. My focus is supporting the performance of a team of 14 agents through coaching and feedback, ensuring everyone has what they need to succeed.

I also collaborate with other teams, sharing my expertise on boilers, plumbing & drains, and help fill in any knowledge gaps. Occasionally, I take on special projects aimed at improving the customer experience across the business.

4.????? Do you have a favourite memory from your time with D&G?

I do. When I first arrived in the UK, I had no idea what I wanted to do. I was a teacher in Jamaica but didn’t want to continue that path here.

In August 2004, I stumbled upon a job fair where D&G was recruiting and thought, “Why not?”

By September, I joined Team Donna—then Ricketts, now Stoakes—and felt completely out of my depth. I often cried at work, but Donna’s support was like that of a mother.

The connections I’ve made with people over the years are what make D&G feel like home, even 20 years later.

5.????? What one thing are you super proud of?

I’m proud of the integrity with which I’ve always carried myself, both within D&G and when representing the company externally. It’s something I’ve held onto throughout my career.

6.????? What makes D&G a great place to work?

In one word: people. But beyond that, I’ve always been treated with respect and felt like my voice matters. I’ve watched D&G flourish in many ways. Having experienced our services both as an employee and a customer, I know how much it means when great customer service truly matters.