MICHELLE LUSSIER
Langley
Summary
Detail-oriented and fast learner seeking full-time employment in a clerical/administrative support role. Efficiently manages day-to-day office operations, including scheduling, data entry, invoicing, and customer service. Enhances business outcomes through strategic coordination and collaboration. Adept at streamlining processes, maintaining accurate records, and providing excellent support to both internal teams and external clients. Recognized for adaptability, strong organizational skills, and exceptional communication abilities.
Overview
18
18
years of professional experience
Work History
Business Analyst
TELUS
01.2019 - 01.2024
- Developed and implemented strategies for process improvement and organizational updates, directly contributing to increased operational efficiency
- Led financial analysis and resource optimization initiatives to support critical business function
- Improved productivity and system performance through the implementation of new software solutions and automation processes
- Collaborated with vendors to establish Service Level Agreements (SLAs) and exception reporting requirements, ensuring accuracy of account setup
- Presented data-driven insights to senior leadership, which led to the adoption of new strategic initiatives
- Collaborated seamlessly with forecasting, scheduling, and shrinkage teams to align data, allowing for real-time decision-making to proactively address operational challenges within the Technical Department with over 800 employees.
- Streamlined scheduling and resource planning processes, ensuring comprehensive support coverage, and reducing operational gaps to enhance service delivery efficiency
Learning Specialist
TELUS
01.2014 - 01.2019
- Designed and delivered training programs, enhancing the skillsets of employees, and aligning training initiatives with business needs
- Facilitated engaging and effective training sessions using a variety of instructional techniques to accommodate different learning styles
- Maintained a positive and inclusive learning environment
- Prepared detailed reports on training outcomes and made recommendations for continuous improvement
- Collaborated with Quality Assurance teams to identify areas for improvement in employee performance
- Worked with clients and internal stakeholders to customize training programs as needed
- Ensured all training modifications were aligned with client requirements and approved by relevant authorities
Customer Service Representative
TELUS
01.2006 - 01.2019
- Awarded The Leading Star Award for achieving a 98% customer satisfaction rating, recognizing excellence in customer service
- Delivered exceptional customer service by resolving 95% of inquiries on the first contact, contributing to a 17% increase in sales through effective upselling of value-added services
- Selected for the Subject Matter Expert Team, where I developed and implemented training programs that significantly improved new agent productivity and performance
- Scheduled, booked, changed, and canceled appointments in alignment with technician's workloads, ensuring efficient use of time and resources
- Managed and adjusted daily and weekly schedules to accommodate last-minute changes or emergencies without disrupting overall workflow
- Coordinated with technicians to ensure that appointment times were feasible, and workloads were balanced, reducing the likelihood of overbooking and delay
Education
Esthetician Certificate -
Pacific School of Cosmetology
Langley, BC2003
Medical Terminology Certificate -
St. John Ambulance
Langley, BC06.2024
Skills
- Advanced Microsoft Excel
- Data Visualization Tools
- Healthcare Data Integration
- Project Management
- Collaboration Tools
- Business process improvement
- Workflow Analysis
- Strategic Planning
- Quality Assurance
- Forecasting and planning
- Operations Analysis
- Staff Management
- Business Analysis
- Data and Analytics
- Customer Communication
Timeline
Business Analyst
TELUS
01.2019 - 01.2024
Learning Specialist
TELUS
01.2014 - 01.2019
Customer Service Representative
TELUS
01.2006 - 01.2019
Esthetician Certificate -
Pacific School of Cosmetology
Medical Terminology Certificate -
St. John Ambulance
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