Melissa Watson

As a Business Provisioning Specialist, I arrange broadband connections for small and medium businesses. Collaborating with the Ministry of Education on the development and implementation of broadband solutions, playing a key role in supporting educational initiatives aimed at enhancing connectivity and access to resources for students and educators.

• Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
• Reviewed customer orders for accuracy and completeness, ensuring all necessary information was provided.
• Developed training materials for new employees related to provisioning processes.
• Researched product availability and delivery times from vendors to ensure timely provisioning of services.
• Collaborated with other departments within the organization to ensure a seamless provisioning experience for customers.
• Reviewed files, records and other documents to obtain information or respond to requests.
• Responded promptly to customer inquiries regarding status updates on their installed services.

As a Customer Care Representative, I was responsible for assisting customers with broadband-related inquiries, technical support, and account management.

• Collected deposits or payments and arranged for billing.
• Prevented key account losses by researching discrepancies and correcting problems.
• Ensured compliance with company policies regarding privacy laws and data protection regulations.
• Ensured compliance with data protection regulations when handling customer information.
• Educated customers where applicable to alleviate need for future contact.
• Resolved customer complaints promptly and professionally.
• Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

In this role, I provided top-tier customer service, assisting with product and service recommendations while meeting sales targets.

• Utilized point-of-sale systems efficiently, ensuring accurate pricing and inventory management.
• Assessed customer product needs and interests in order to best recommend suitable items.
• Operated cash registers and processed transactions including sales, returns, and exchanges.
• Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
• Maintained a detailed knowledge of current inventory, promotions, and pricing policies.
• Produced sales documents, finalized deals and filed records.

As a Shift Manager, I led a team of employees while ensuring operational efficiency and high standards of customer service.

• Positioned skilled staff in key areas throughout shift to optimize department productivity.
• Managed daily cash intake by counting out registers and tabulating profits.
• Monitored inventory levels and placed orders for supplies as needed.
• Led a team of 10+ employees, ensuring high productivity and excellent customer service.
• Recruited and hired qualified candidates to fill open positions.
• Coached employees on interactions with customers to drive exceptional service.
• Enhanced operations and boosted productivity through employee training, coaching and assignments.