Summary
Overview
Work History
Education
Skills
Certification
Languages
Software
Timeline
Generic

Michelle Roemer

Weyburn,SK

Summary

Experienced and dedicated customer service representative with over a decade of experience.

Known for compassion, creativity, and a commitment to going the extra mile for customers and the company.

Excellent problem solver, effective communicator and adaptable to change in policies in the workplace.

Passionate about building healthy relationships with coworkers and customers as well as promoting safety in the workplace.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Representative

SaskEnergy
02.2019 - Current
  • Successful candidate for the Expression of Interest under Continuous Improvement.
  • Worked alongside Business Managers on the Contact Center Modernization project (CCM).
  • Created new procedures for frontline staff to create better efficiency in the workplace as part of the Back Office Rationalization project (BOR).
  • Improved the "Always On" channel on SharePoint for Continuous Improvement and Customer Experience.
  • Completed Customer Service task testing as part of the CCM project.
  • Improved Theft of Gas Process while working along side Customer Service Leads.
  • Participated in CCM vendor demo and provided feedback for the CSR role.
  • Created staff communications & PowerPoint slides to share new procedures with staff. Also presented information to staff during huddles.
  • Tracked sustainment of changes by interviewing staff and tracking data.
  • Following Customer Portal launch, I called out to customers who e-mailed SaskEnergy with problems signing in resulting in increased customer experience.
  • Comfort distressed customers and offer alternative solutions to their problems to increase customer satisfaction.
  • Bring forward possible improvements to customer experience during weekly huddles.
  • Resolve issues successfully during the first call.
  • Practice active listening and maintain a calm demeanor when customers are elevated.
  • Co-leader of Gen-E committee and advisor for 3 years.
  • Created the Gen-E Seeding initiative and created working relationship with our Environment & Sustainability team.
  • Took the lead in developing Gen-E's Spirit Week initiative working alongside HR.
  • Collaborated with other workgroups and committees to maximize engagement.
  • Master of Ceremonies of the 2021 Crown Connections Convention.
  • Created renewed momentum post Covid to the Gen-E committee.

Manager & Server

Trifon's Pizza
12.2012 - 01.2019
  • Onboarded new employees and provided guidance as on shift manager.
  • Accommodated employees by creating a dynamic schedule.
  • Resolved customer complaints regarding quality and experience.
  • Creatively worked with Weyburn's local radio station to create advertisements and prize packages.
  • Oversaw community sponsorships with local sports teams and other community charities.
  • Managed fundraiser dinners and raffles for local sports teams.
  • Accurately maintained sales and deposit records for daily operations as well as managing VLT funds.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Controlled costs to keep business operating within budget and increase profits.

Education

Youth Care Worker -

Saskatchewan Polytechnic
Regina
09-2016

High School Diploma -

Southeast Regional College
Weyburn
05-2015

Skills

  • Problem-Solving
  • Empathy
  • Effective Communication
  • Flexibility and Team Collaboration
  • Project Management
  • Continuous Improvement
  • Research and Analysis
  • Documentation and SOP Development
  • Presentation Skills

Certification

LEAN 101 July 2024

Basics of Lean provides a practical overview, real-world success stories, and the hands-on tools needed to apply Lean principles to your organization. The focus is on how Lean improves the manufacturing work environment to yield efficiency and improvement.


MANDT May 2017

The Mandt System focuses on building healthy relationships among all stakeholders in human service settings. Its goal is to facilitate the development of an organizational culture that prioritizes emotional, psychological, and physical safety.


Early Childhood Education SaskPolytech February 2018

Obtained by credits earned at SaskPolytechnic.

Languages

English
Advanced (C1)
French
Advanced (C1)

Software

Microsoft Excel
Microsoft Powerpoint
Microsoft Forms
Microsoft Word

Timeline

Customer Service Representative

SaskEnergy
02.2019 - Current

Manager & Server

Trifon's Pizza
12.2012 - 01.2019

Youth Care Worker -

Saskatchewan Polytechnic

High School Diploma -

Southeast Regional College

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Michelle Roemer