Melissa Sutherland
Saint John,NB
Summary
Strong problem solving skills and excellent communication skills developed in customer service settings. Demonstrated integrity, leadership and work ethic in work and extracurricular activities. Strong drive to be efficient and increase performance within organizations. Knowledgeable and dedicated customer service professional with extensive experience in transportation and travel industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Air Canada
04.2019 - 06.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Team Coach
Sitel (Cox Communications)
01.2015 - 03.2019
- Coached and supervised a team of 35 agents
- Provided individual feedback relating to customer satisfaction and other performance based metrics
- Collaborated with Management and other Departments to facilitate business needs
- Maintained and improved operational performance by completing action plans, resolving problems and controlling implementations.
Staff Accountant
Beers Neal Chartered Accountants LLP
03.2013 - 01.2014
- Processed and completed personal income tax returns
- Completed monthly, quarterly, year-end GST and HST returns
- Data entry to balance accounts
- Met with clients in-house and on-site to review income tax returns
- Experience managing reception and related administrative duties.
Staff Accountant
Middleton and Associates
07.2012 - 09.2012
- Bookkeeping for many clients
- Payroll for clients and completed payroll remittances
- Performed quarterly and monthly HST returns for a variety of businesses
- Lots of experience working the front desk as reception.
Staff Accountant (Co-op)
Beers Neal Chartered Accountants LLP
04.2012 - 05.2012
- Process and completed personal income tax returns
- Data entry to balance accounts
- Met with clients in-house to review income tax returns.
Administrative Support Assistant
Canadian Red Cross, Saint John NB
06.2011 - 09.2011
- Controlled and processed payments from business and customer clients
- Created a filing system meeting Transport Canada Standards for Marine Safety Education Certifications
- Created and monitored all billings to clients for products purchased
- Co-ordinate and ensured proper procedure when signing on new training partners such as municipalities.
Education
Business Administration - Accounting
New Brunswick Community College
Saint John, NB06.2012
Diploma -
Saint John High School
Saint John, NB06.2003
Glider Pilot’s License -
Regional Gliding School (Atlantic)
Debert, NS06.2001
Skills
- Complaint Resolution
- Customer Order Management
- Price Quotes
- Customer Retention
- Advanced knowledge of Microsoft Excel and Power Point
- Excellent negotiation and interpersonal skills that have been developed throughout working career
- Strong and professional communication skills
- Very attentive to detail and accuracy
Activities
- Heatherway Housing Co-op Board of Directors, Saint John, NB, Treasurer, 10/2011, 11/2015
- Student Ambassador, 01/2012, Present
References
Available upon request
Languages
English
Timeline
Customer Service Specialist
Air Canada
04.2019 - 06.2023
Team Coach
Sitel (Cox Communications)
01.2015 - 03.2019
Staff Accountant
Beers Neal Chartered Accountants LLP
03.2013 - 01.2014
Staff Accountant
Middleton and Associates
07.2012 - 09.2012
Staff Accountant (Co-op)
Beers Neal Chartered Accountants LLP
04.2012 - 05.2012
Administrative Support Assistant
Canadian Red Cross, Saint John NB
06.2011 - 09.2011
Business Administration - Accounting
New Brunswick Community College
Diploma -
Saint John High School
Glider Pilot’s License -
Regional Gliding School (Atlantic)
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