Melissa Frenette
Terrasse-Vaudreuil,QC
Summary
Dedicated and results-driven customer service professional with knowledge of high-quality service delivery and proven multitasking abilities. Continuously strives for excellence and innovation to achieve both personal and organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
SPECIALIZED CUSTOMER SERVICE AGENT
Lactanet
03.2023 - Current
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Increased efficiency and team productivity by promoting and documenting operational best practices.
- Planned, designed, and scheduled phases for the implementation of a new CRM system for cross-functional teams.
- Trained multiple cross-functional teams during demonstrations, meetings, conferences, and workshops on the CRM system and implemented a high-quality standard for customer support.
- Developed sustainability project goals, objectives, and strategies in collaboration with other professionals within the Sustainability Committee in order to reach the industry's Net-Zero goal by 2050.
CUSTOMER SERVICE AGENT
Lactanet
08.2016 - 03.2023
- Demonstrated high attention to detail, organization, and management of multiple tasks and projects simultaneously.
- Identified and responded daily to over 50 customer requests and concerns through email and phone for both English and French-speaking customers.
- Ensured the integrity of data supplied to our clients, employees, and laboratories.
- Entered customer interaction details in CRM system to track requests, document problems, and record solutions offered.
- In charge of environmental projects under the umbrella of the Health, Safety, and Social Responsibility Committee (on-site compost, community gardens, recycling awareness programs, etc).
EVENT PLANNING ASSISTANT
Cedars Fondation
01.2016 - 07.2016
- Managed administrative logistics of events planning and event promotions, including bookings, supply orders, and procurements.
- Performed event coordination for over a dozen small and large events, such as timelines and schedules.
- Oversaw event registration process by collecting and tracking attendee information.
- Trained and supervised over 30 volunteers and support staff required for events.
- Evaluated existing plans, processes, and events planning services to identify opportunities for improvement.
INFORMATION DESK CLERK
Ministry Of Tourism Of Quebec
01.2013 - 01.2015
- Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
- Provided maps and directions to various sites throughout the province of Quebec, relaying little-known stories to provide interest.
- Maintained well-organized restocking areas to ensure the employees had the necessary tools to offer a high-quality service to visitors.
Education
DIPLOMA IN FORESTRY AND NATURAL RESOURCE CONSERVATION - Forest And Natural Areas Management
Ashworth University
Georgia, USA01.2018
Bachelor of Arts - Geography And Environmental Studies
Concordia University
Montreal, QC01.2015
Skills
- Strong Organizational Skills
- Documentation and Reporting
- Teamwork and Collaboration
- Microsoft Office Suite Proficiency
- Problem-Solving Skills
- Project Management Abilities
- Administrative Support
- Team Development
Languages
English
Native or Bilingual
French
Native or Bilingual
Certification
- Project Management Certification, McGill University - Feb 2024
- LEED Green Associate, USGBC - Since 2016
Timeline
SPECIALIZED CUSTOMER SERVICE AGENT
Lactanet
03.2023 - Current
CUSTOMER SERVICE AGENT
Lactanet
08.2016 - 03.2023
EVENT PLANNING ASSISTANT
Cedars Fondation
01.2016 - 07.2016
INFORMATION DESK CLERK
Ministry Of Tourism Of Quebec
01.2013 - 01.2015
DIPLOMA IN FORESTRY AND NATURAL RESOURCE CONSERVATION - Forest And Natural Areas Management
Ashworth University
Bachelor of Arts - Geography And Environmental Studies
Concordia University
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