Summary
Overview
Work History
Education
Skills
Languages
Certification
Interests
Timeline
Disclaimer
Generic

Melissa Keller

Welland

Summary

Creative, outgoing and friendly, with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Quality Control Specialist

Canadian Tire Bank
01.2017 - Current
  • Collaborated with cross-functional teams to ensure consistent adherence to quality standards across the organization through the delivery of learning opportunities.
  • Knowledge Management Publisher accountable for the creation of resource articles designed to support all members of the CTB call center.
  • Records Management Specialist responsible for yearly auditing of all electronic records.

Brand Loyalty Team Representative

Canadian Tire Bank
08.2010 - 01.2017
  • Welcomed new customers and fostered brand loyalty through personalized interactions and providing expert product knowledge recommendations.
  • Educated customers on optional insurance products and consistently exceeded sales targets.
  • Strong focus on customer experience and providing excellent customer service. Recipient of Customer for Life and SQM awards.

Technical Support Agent - Hewlett-Packard

Sitel
04.2007 - 08.2010
  • Analyzed hardware, software and network issues to identify troubleshooting methods needed for quick remediation and minimal end user impact.
  • Collaborated with supervisors to escalate and address customer inquiries and technical issues.
  • Created a French database of technical support resources, effectively translating training materials from English to French.
  • Mentored junior technicians, fostering an environment of continuous learning and professional growth within the team as they transitioned from the classroom to the live environment.

Vendor Management Analyst (Contract)

Canadian Tire Bank
12.2022 - 12.2023
  • Accountable for managing the day-to-day services provided by international vendor (TSYS) including: SLA’s, budget, project delivery, issues management and escalations by following the outlined project and incident management lifecycle methodology.
  • Project management of all development initiatives related to vendor; accountable to obtain required approvals from key stakeholders at all levels of the organization and ensure documentation is tracked for compliance and audit purposes.
  • Acting liaison between international vendor and bank; responsible for the scheduling, chair and sharing of key points to stakeholders related to vendor specific projects and issues during the weekly conference call.
  • Reconciliation of invoiced projects/operational charges on a monthly basis; research and rectify discrepancies.
  • Participate in after hours support of escalations of severe issues as required.
  • Partnered with legal teams in drafting contracts that protected company interests while maintaining positive vendor relationships.

Software Tester (Contract)

Canadian Tire Bank
07.2012 - 07.2015
  • Improved software quality of the CTFS Mobile site and mPay & Play App by executing thorough test cases and identifying critical defects during the development phase.
  • Wrote and optimized French and English test cases to maximize success of manual software testing with consistent, thorough approaches.

Education

Certificate - Web Design

Niagara College
Welland, ON
01-2027

No Degree - Information Technology – Contact Centre Apprenticeship

Apprenticeship
St Catharines, ON
04.2014

High School Diploma -

Saint Lawrence Secondary School
Cornwall, ON
06.2001

Skills

  • Customer Focus

  • Relationship Builder

  • Critical thinking

  • Leadership

  • Organizational Skills

  • Creative Solutions

  • Microsoft Office Suite

  • Effective Communicator

Languages

French
Native or Bilingual
English
Native or Bilingual

Certification

  • Smart Serve - 2025

Interests

  • Enjoy participating in hockey & yoga for overall physical and mental well-being
  • Gardening
  • Interior Design
  • Music
  • Crafting and DIY Projects

Timeline

Vendor Management Analyst (Contract)

Canadian Tire Bank
12.2022 - 12.2023

Quality Control Specialist

Canadian Tire Bank
01.2017 - Current

Software Tester (Contract)

Canadian Tire Bank
07.2012 - 07.2015

Brand Loyalty Team Representative

Canadian Tire Bank
08.2010 - 01.2017

Technical Support Agent - Hewlett-Packard

Sitel
04.2007 - 08.2010

Certificate - Web Design

Niagara College

No Degree - Information Technology – Contact Centre Apprenticeship

Apprenticeship

High School Diploma -

Saint Lawrence Secondary School

Disclaimer

I look forward to discussing my references and employment opportunities with you. I will make myself available for further discussion at your convenience

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Melissa Keller