Melanie Poirier
------------------------------------------------------------------------------------------------(H) 613-933-1306,
Objective
Seeking management position in a customer service based industry. Position should require a variety of tasks including recruiting and training staff, problem solving with both staff and customers as well as using computer spreadsheets to generate reports.
Work Experience
Customer Service Representative promoted to Trainer/Supervisor (05/07/2007 – 02/26/2009)
Last Employer: Startek Inc., Cornwall, ON
Responsibilities: Responsible for training new hire agents to take customer service calls in a call center environment. Responsible for designing and delivering testing materials to ensure skills taught were well learned. Needed to take daily attendance and start and complete and employee file for all employees in my class. I was responsible for monitoring these new agents once they started to take calls. I coached and motivated them and reviewed their quality assurance needs. Responsible for "up-training" current agents on new procedures as they arose. I have also taken customer service calls dealing with billing issues, technical concerns, and general product inquiries.
Accomplishments: Completed management and trainer courses. Completed course in effective "coaching" of staff. Completed training in de-escalating customers.
Sales Agent (05/07/2007 – 10/19/2007)
Last Employer: Beauty Rock
Responsibilities: Placed outbound calls to potential customers in hopes of registering them for subscriptions to a multitude of products.
Accomplishments: Received award for top seller a number of times. Part of mentoring program that helped to train newly hired employees.
Customer Care Representative (01/09/2006 – 11/02/2007)
Last Employer: Amsterdam Products
Responsibilities: Received inbound calls to place orders for advertising materials. Needed to de-escalate calls from customers who were displeased with their order and issue a reprint. Part of re-order program; contacted previous customers to see if they would like to place another order.
Accomplishments: Top sales and commission.
Customer Care Representative (01/20/2003 – 10/07/2005)
Last Employer: ADT Security Services
Responsibilities: Acted on incoming burglar and fire alarms. Responsible for contacting authorities in a timely fashion as well as contacting home and business owners regarding their alarms. High stress; dealing with authorities and customers in emergency status.
Education
Establishment: St. Lawrence College
Degree: Early Childhood Education
Education Period: 09/08/1997 - 12/22/2000
Average Grade: 3.8 grade point average
Details: Took courses in child development, computer courses, communication skills as well as accounting courses.
Skills
I have also worked as a night audit and front desk agent for 2 years just after college. I was responsible for balancing all financial aspects for the hotel. I have also been a manager at a coffee shop where I was responsible for "discipling" staff including write ups. I was responsible for scheduling staff and for covering when they were ill. I was responsible for menu planning and the early morning baking.
Computer Skills: I have excellent computer skills including working with many point of sale systems (fast food restaurants and Zellers while in college.) I am able to use electronic mail including adding attachments. Have had experience making charts and graphs as well.
Foreign Language Skills: Functionally bilingual.
Interests
I am an avid scrapbooker which I beleive gives me the creativity I need to help design clothing displays in your establishment.
I also love to read a variety of novels.