Melissa Kwizera
Calgary,Canada
Summary
Strong written, listening and communication skills demonstrated through my experience as a customer service representative by addressing clients’ inquiries Team work skills developed through group projects in Bachelor of Commerce Program and different positions that I have held Excellent skills in organizing and efficiently managing my time achieved through my experience as Document Control Administrator/Project Assistant when I learnt how to plan and prioritize in order to meet deadlines Proficiency in Microsoft Office developed through Word assignments and Excel projects Ability to maintain positive working relationships with both internal and external partners Fluently speak and write in both English and French
Technology professional with rich experience in analyzing, developing, and optimizing systems. Known for strong focus on team collaboration and achieving results. Highly adaptable to changing needs with expertise in data analysis, problem-solving, and project management. Reliable, results-driven, and prepared to make significant impact.
Overview
14
14
years of professional experience
Work History
Technology Analyst
TELUS
Calgary, AB
02.2023 - Current
- Facilitate and manage various processes (client specific) within the Fieldglass SOW (Statement of Work) program and associated worker lifecycle process.
- Support internal team members, clients, vendors and users for the various supported Vendor Management Software solutions (Fieldglass-SAP).
- Troubleshoot and respond to questions and concerns that are program-related to user experience and technical support questions using working knowledge of various supported Vendor Management Software to troubleshoot functional issues that arise
- Provide training on the VMS system (Fieldglass-SAP) to engagement managers and Vendors to ensure proper utilization
- Assist with and provides training to peers on the standards and practices
- Participate in generating reports in Fieldglass SAP
- Assist with Processes Documentation
- Participate in Workers Weekly Audit
Customer Support Specialist
Flextrack Inc
Calgary, AB
06.2019 - 02.2023
- Facilitate and manage various processes (client specific) within the SOW (Statement of Work) program and associated worker lifecycle process.
- Support internal team members, clients, vendors and users for the various supported Vendor Management Software solutions.
- Troubleshoot and respond to questions and concerns that are program-related to user experience and technical support questions using working knowledge of various supported Vendor Management Software to troubleshoot issues that arise
- Maintain an updated SOP “Standard Operating Procedures” for day-to-day procedures so that operation functions efficiently in conjunction with additional onsite or off-site team members
- Provide training on the VMS system to engagement managers to ensure proper utilization
- Assist with and provides training to peers on the standards and practices
- Participate in generating reports based on performance against Service Level Agreements (SLAs)
- Perform analysis of findings and trends to provide recommendations for increased quality and operational efficiency
Credit Specialist/Lending Agent
Drive Now Auto Sales
Calgary, AB
06.2018 - 04.2019
- Manage and complete the loan application from beginning to end
- Contact applicants to collect required documents and supplemental information as needed
- Review and verify the accuracy of required documentation related to income
- Answer incoming calls from potential and existing clients, and make outbound calls as required
Document Control Administrator/Project Assistant
Powell Canada Inc
Edmonton, AB
02.2017 - 05.2018
- Reviewed customers’ request of quotation and Worked on documentation quotes to ensure that Powell commits to reasonable customers’ documentation requirements
- Received, Tracked and Monitored drawings and documentation
- Performed document control quality check on drawings and other documents to ensure accuracy and completion
- Responded to internal and external drawing and documentation requests
- Generated Document Control and Project Management monthly metrics
- Organized, compiled and submitted project binders, manuals or supporting documents
- Attended both internal and external projects’ kick off meetings to discuss documentation plan
- Participated in the creation of document control management procedures, processes and workflow
- Scheduled and attended Monthly Project Management (PM) Councils by taking meeting minutes, editing and distributing the minutes to the PM Councils Members
- Worked on documentation lessons learned for complex projects
Supply Chain Assistant (Intern)
World Food Program (WFP) Ivory Coast Country Office
08.2015 - 04.2016
- Attended the purchasing process until contracting and monitored the contracts
- Ensured reception of all documentation before the arrival of the products
- Established waiver requests and monitored the process from various port and governmental authorities
- Ensured quick transmission of maritime documents to WFP forwarding agents in accordance with the procedures and disclosed in writing any failure endangering the delivery of food to WFP
- Participated in the creation of logistics’ service providers’ short lists (transit, transport, and fumigation, other…) and WFP food and non-food items providers.
- Participated in the monthly physical inventory
- Monitored the reception of food commodities at the main warehouse and the expedition to our partners
Customer Service Representative
EPCOR Energy Services
Edmonton, AB
06.2012 - 09.2014
- Communicated effectively brand image to customers by explaining EPCOR’s philosophy
- Addressed customers ‘concerns by resolving their problems
- Managed a high volume workload within a deadline-driven environment. Resolved an average of 400 inquiries in any given week and consistently met performance measures in all areas (speed, accuracy and volume)
Field placement
West Edmonton Mall (HR department)
Edmonton, AB
02.2012 - 05.2012
- Selected potential interview candidates
- Assisted interview sessions and asked questions if necessary
- Updated job descriptions based on the duties required for the positions
Education
Bachelor of Commerce - Supply Chain Management Major
MacEwan University
12-2016
Human Resources Management - undefined
MacEwan University
06-2012
Skills
Organizational skills
Problem solving skills
Auditing skills
Time Management skills
Communication skills
Customer service skills
Languages
English
Professional Working
French
Professional Working
Timeline
Technology Analyst
TELUS
02.2023 - Current
Customer Support Specialist
Flextrack Inc
06.2019 - 02.2023
Credit Specialist/Lending Agent
Drive Now Auto Sales
06.2018 - 04.2019
Document Control Administrator/Project Assistant
Powell Canada Inc
02.2017 - 05.2018
Supply Chain Assistant (Intern)
World Food Program (WFP) Ivory Coast Country Office
08.2015 - 04.2016
Customer Service Representative
EPCOR Energy Services
06.2012 - 09.2014
Field placement
West Edmonton Mall (HR department)
02.2012 - 05.2012
Human Resources Management - undefined
MacEwan University
Bachelor of Commerce - Supply Chain Management Major
MacEwan University