Hi, I’m
Melissa Turgeon
Cobourg,ON
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Self motivated, true team player, passionate, dependable, goal oriented, high achiever, talented candidate known for overcoming client objections successfully.
Openly seeks career and personal development opportunities confidently and consistently.
Dynamic, articulate and astute highly-skilled Inbound Call Centre Representative positively branded in providing exceptional, personable customer service in fast-paced environments meeting deadlines while working within strict AHT metrics and computer proficiency with proven typing speed of 80 WPM.
Successfully managing multiple priorities and complex problem-solving while under pressure, maintaining positive, professional attitude.
Driven to increase loyalty and strengthening customer relationships providing consistent, exceptional client experiences and valuable insights.
Committed to complete flexibility being available days evenings, weekends and holidays to offer optimal customer support.
Willingness to eagerly take on added responsibilities to meet team and company goals.
Overview
24
years of professional experience
1
Language
Work History
Entrepreneur- B'Dazzled By Details
Professional Cleaner
12.2023 - Current
Job overview
- Used time management and efficient cleaning methods to meet deadlines.
- Received numerous positive reviews from clients for attention to detail and exceptional work ethic.
- Provided exceptional customer service through active listening, problem-solving abilities, and clear communication skills.
- Developed rapport with long-term clients, fostering loyalty and generating referrals to new customers seeking quality housecleaning services.
- Created spotless surfaces by dusting, sweeping, vacuuming and mopping.
- Developed strong relationships with clients through consistent high-quality service and friendly interactions.
- Organized tasks efficiently, prioritizing workload according to client preferences and property requirements.
- Demonstrated flexibility in adapting to varied work schedules to accommodate last-minute requests and urgent cleaning needs.
BMO Bank Of Montreal
Treasury & Payment Specialist
11.2007 - 11.2023
Job overview
- Provided subject matter advice on cash flow, solution strategies, helping clients optimize their working capital positions.
- Collaborated with cross-functional groups to present customized cash management payment solutions to internal and external parents for increased loyalty and revenue
- Monitored high-volume, time sensitive International and Domestic transfers, ensuring accuracy and adherence to compliance regulations.
- Handled complex negotiations involving multi-year agreements where necessary
- Participated in trade shows, networking events, and conferences to expand professional network connections within the industry.
- Exceeded quarterly sales targets consistently through proactive outreach and strategic planning.
- Managed a diverse portfolio of clients across multiple industries while maintaining a strong focus on individualized solutions for each business''s unique needs.
- Delivered comprehensive product presentations, demonstrating in-depth knowledge of features and benefits tailored to clients'' needs.
- Developed robust relationships across various organizational levels within both existing and prospective client organizations, which ultimately translated into enhanced customer loyalty rates.
- Aggressively generated new business by prospecting, making follow-up calls to customers and contacting referrals.
- Presented bids and contracts for potential clients to review during meetings.
- Attended training sessions on sales skills, product knowledge, technical information, as well as company policies and procedures.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Negotiated prices, terms of sales and service agreements.
- Contributed to team objectives in fast-paced environment.
- Managed an average of 60 incoming calls, emails and service requests per day from clients and internal colleagues.
Moneris
Independent Sales and Retention Representative
10.2001 - 10.2007
Job overview
- Managed client relationships from pre-sales through to post-sales set-up and integration
- Developed business relationships with assigned accounts and help create proposals and presentations targeted at solving the needs of prospects and existing clients
- Achieved and maximize card manufacturing revenues target.
- Negotiated pricing, contract terms and conditions to ensure pricing and terms reflect the achievement of corporate goals
- Provide input to Marketing and Product Development on important products and initiatives to close gaps in current product offering and in current client segment.
- Drove execution for customer acquisition, speed-to-market, ease of integration, and service levels. Create forecasts, sales reports, and ongoing status reports.
- Educated clients on compliance, operating procedures and payment industry trends to the sales team and clients.
- Built rapport with customers through active listening and empathetic understanding of their needs.
- Successfully retained at-risk customers by presenting customized offers based on their preferences and usage patterns.
- Exceeded performance expectations consistently while handling challenging situations such as irate customers or complex merchant disputes.
Mbanx, BMO Bank Of Montreal
Contact Center Representative
06.2000 - 10.2021
Job overview
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
- Consistently met or exceeded sales targets by effectively promoting products or services during customer interactions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed approximately 35 inbound calls per day, per client.
Education
Humber CollegeToronto, ON
Associate of Arts from Health Sciences
1994
Lester B. Pearson Catholic High SchoolGloucester, ON
High School Diploma
1992
Skills
- Strong Work Ethic
- Passionate
- High Valued Standards
- Continual Learnings and Development
- Self-Motivated and Initiative
- Multitasking Proficiency
- Client Focused
- Reliability and Punctuality
- Complex Problem-Solving
- Productivity and Time Management
- Quality Control
- Conscientious and Detail-Oriented
- Decision-Making
- Complaint Resolution
- Calm Under Pressure
Languages
English
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Professional Cleaner
Entrepreneur- B'Dazzled By Details
12.2023 - Current
Treasury & Payment Specialist
BMO Bank Of Montreal
11.2007 - 11.2023
Independent Sales and Retention Representative
Moneris
10.2001 - 10.2007
Contact Center Representative
Mbanx, BMO Bank Of Montreal
06.2000 - 10.2021
Humber College
Associate of Arts from Health Sciences
Lester B. Pearson Catholic High School
High School Diploma
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