Melanie Chiasson
Customer Service Manager
Carleton Place,Canada
Summary
Dynamic Customer Service Manager with over 15 years of experience in customer support, operations, and team leadership, consistently driving improvements in customer satisfaction and operational efficiency. Proven track record of optimizing workflows and empowering sales teams to exceed performance goals, complemented by exceptional communication and problem-solving abilities. Strong commitment to fostering team excellence and organizational success demonstrated through a background in entrepreneurship, including the establishment and management of a successful business focused on innovation and growth. Adept at navigating high-pressure environments while enhancing service quality and response times, ensuring a reliable and positive customer experience.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
Manderley Turf Products
12.2022 - 09.2025
- Lead the customer service department, managing staff schedules, training, and performance.
- Develop and monitor KPIs to ensure service levels, response times, and customer satisfaction targets are met.
- Oversee order processing, delivery coordination, warranty inquiries, and customer account management.
- Handle complex escalations, ensuring timely and empathetic resolutions.
- Collaborate closely with sales, production, and logistics teams to optimize service workflows.
- Implement improvements to policies and procedures for smoother operations.
Owner & Operator
Mel’s Cleaning Services
01.2014 - 01.2018
- Managed all aspects of a residential and commercial cleaning business.
- Oversaw a small team of 2 employees and serviced 30–35 recurring monthly clients.
- Responsible for scheduling, client relations, marketing, quality control, and finances.
- Built a strong referral base through reliability, trust, and exceptional customer service.
Customer Service Representative
Blue Star Canada
01.2012 - 01.2014
- Assisted sales representatives with quotes, customer communication, documentation, and order coordination.
- Provided customer support, processed purchase orders, and ensured accurate product information.
- Prepared paperwork and handled follow-ups for the sales team.
Customer Service Representative
King Canada
01.2005 - 01.2012
- Delivered high-level customer service via phone, email, and in-person support.
- Handled warranties, returns, parts inquiries, and customer troubleshooting.
- Collaborated with the sales department to ensure efficient communication and solutions.
- Maintained customer records and ensured timely follow-through on all requests.
Education
High School Diploma -
Skills
- CRM & ERP Systems
- Microsoft Office (Word, Excel, Outlook)
- Inventory & Order Management Systems
- Customer service leadership
- Staff training
- Order processing
- Delivery coordination
- Account management
- Conflict resolution
- Communication skills
- Customer service
- Customer relations
- Decision-making
- Excellent time management skills
- Cash handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Exceptional telephone etiquette
- Deadline oriented
- Product knowledge
- Customer retention
- Work prioritization
- Budgeting and finance
Accomplishments
- Improved customer satisfaction scores by implementing a streamlined communication system, reducing response times by 35%.
- Led and mentored a team of customer service representatives, achieving consistent KPI targets for quality and efficiency.
- Collaborated with sales and logistics teams to resolve complex client issues, contributing to a 15% increase in customer retention.
- Recognized by management for excellence in customer relations and conflict resolution.
- Assisted with process improvement initiatives that cut down order processing errors by 25%.
- Successfully managed peak-season operations, ensuring on-time delivery and maintaining top-tier client satisfaction.
- Built strong client relationships that led to repeat business and positive reviews on company platforms.
Languages
English
Full Professional
French
Advanced (C1)
Interests
Reading personal development and leadership books Staying active: walking, yoga, and wellness activities DIY and Home Improvement Gardening Cooking Music Watching Movies and TV Shows Gym Workouts Outdoor Recreation Mindfulness Practices Crafting and DIY Projects
CORE COMPETENCIES
- Customer Service Leadership
- KPI Development & Reporting
- Team Coaching & Performance Management
- Conflict Resolution & Escalation Management
- Order Processing & Logistics Support
- Communication & Relationship Building
- Process Improvement
- Sales & Administrative Support
- CRM & ERP Systems
- Multitasking & Time Management
ENTREPRENEURSHIP & BRAND DEVELOPMENT
- Founder – Valley Girl Essentials (2023 – Present)
- Creator of a growing bath, beauty, and lifestyle brand featuring handcrafted products including soaps, balms, candles, skincare, kids' lines, men's grooming, and seasonal collections.
- Developed multiple product lines (Signature, Men’s, Kids, Tween, Couples, Zen, Nurture Essentials).
- Created branding, logos, packaging, marketing materials, and a wholesale product catalog.
- Managed product formulation, ingredient sourcing, production, packaging, and customer fulfillment.
- Built brand identity and tagline: “Luxury for Everyday Moments.”
- Designed branded merchandise and seasonal limited-edition releases.
ADDITIONAL INFORMATION
- Strong background in team leadership and communication.
- Experienced in managing both corporate customer service environments and entrepreneurial operations.
- Known for compassion, patience, and a customer-first mindset.
Timeline
Customer Service Manager - Manderley Turf Products
12.2022 - 09.2025
Owner & Operator - Mel’s Cleaning Services
01.2014 - 01.2018
Customer Service Representative - Blue Star Canada
01.2012 - 01.2014
Customer Service Representative - King Canada
01.2005 - 01.2012
- High School Diploma,