Michelle Roemer

Project Work Duties

• Successful candidate for the Expression of Interest under the Continuous Improvement department.
• Worked alongside Business Managers on the Contact Center Modernization project (CCM).
• Authored test cases and conducted end-user-focused testing to support development and launch of the Engage Contact Center Product.
• Effectively communicated with the delivery team to troubleshoot issues and resolve Engage bugs.
• Developed and delivered comprehensive training to staff on the new Engage product.
• Provided communication to staff on work-around processes and issues with Engage.
• Addressed concerns and questions from end-users and communicated this to the project team.
• Effectively managed project tasks and duties and maintained deadlines.
• Created new procedures for frontline staff to create better efficiency in the workplace as part of the Back Office Rationalization project (BOR) and the Contact Center Modernization project (CCM).
• Improved the "Always On" channel on SharePoint for Continuous Improvement and Customer Experience.
• Improved SaskEnergy's 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.

Customer Service Representative Duties

• 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.

Committee Duties

• 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.

• 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.