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MELISSA STEPHENS

403-605-1950

 [email protected]

20 years experience of conflict resolution and communication skills through management and customer service.

EDUCATION:

Conflict Resolution Certificate program                                                                                       January 2014-June 2015

Mount Royal University, Calgary, AB

Bachelor of Arts: General Religion and Culture Program.                                                          September 2000-April 2006

Wilfrid Laurier University, Waterloo, ON

WORK EXPERIENCE:

Owner                                                                                                                                         January 2015-Present

Rebuilding Relationships Mediation

Assisting people to talk through disputes to come to an agreement that works for all involved.

  • Offer services such as Mediation, Negotiation, and Conflict Coaching.
  • Services provided for Businesses, Families, and Personal Relationships.
  • Working with alternative communities such as, but not limited to, LGBT2QQISA, Poly/Swinger/Open Relationships, D/S and Kink Communities.
  • Life Coaching to help people reach a higher level of fulfillment
  • Consultation for small businesses to grow their employee training programs 

Customer Service Supervisor

Merchant Treasury Services

March 2012-Nov 2017

Worked from a member of the Customer Service Team to the Customer Service Supervisor in just over 2 months. Managed a team of up to 5 staff, with constant changes in client and processing systems.

  • Was promoted quickly to a supervisor position to organize the processing.

  • Responsible for delegating daily, weekly and monthly duties.
  • Contacting clients for their updated information in time for their processing.
  • Ensuring all duties are completed by due dates of daily, weekly or monthly
  • Managed customer service issues with follow up calls to ensure customer satisfaction
  • Completed call reviews to ensure a high standard of customer service and client satisfaction were met.
  • Working with ever changing software, new systems and converting clients to better their work-flow.

Branch Manager 

National Money Mart

March 2010-March 2012

Worked from Assistant Manager to Manager in 7 months. Managed a team of up to 6 people, hired, trained, and coached employees, including CSRs and Branch Managers in the Calgary south district.

  • Trained 2 Branch managers, 6 CSRs, and helped in the recruitment process of over 30 employees for other branches.

  • Completed staff schedules, payroll and bonus submission.
  • Motivated and coached staff on a group and one-on-one basis for them to grow within their positions and to meet store sales targets.
  • Ensured employees were comfortable with new products, policies and promotions.
  • Tracked and reported sales, including revenue, debt, collections %’s, monthly and quarterly pnl’s,
  • Managed collection of outstanding funds following provincial and federal regulations, bringing collection numbers to an average of 80-90%
  • Ensured daily balancing of all monies, including multiple cash drawers, safe, foreign currencies, credit cards etc. sometimes through searching paperwork to find outages and correct.
  • Completed the management development program which teaches detail into security, debt management, risk assessment, coaching, performance management, customer service, salesmanship etc.
  • Conflict resolution with customers, ensuring outstanding customer service, having received 100% on mystery shops.

Branch Manager 

Discount Car and Truck Rentals

January 2007 - November 2009

Managed a team of up to 5 and interviewed, hired, trained and coached employees from Service Attendants to Branch Managers.

  • Trained 3 Branch Managers on daily activities, and policy and procedures

  • Assisted Area Managers to ensure they met the company’s customer service standards and overall target revenue
  • Motivated and coached staff on a group and one-on-one basis for them to grow within their positions and to meet store targets.
  • Ensured employees were comfortable with new products, policies and promotions.
  • Completed staff schedule, payroll and bonus submission
  • Tracked and reported sales reports, such as revenue targets and monthly profit and loss, on a daily and monthly basis using MS Word
  • Cold called local businesses to arrange Service Level Agreements, SLAs
  • Maintained and built already in place business relationships
  • Was hired into Discount Car and Truck Rentals’ 2 year Manager in Training Program and advanced through the program within 14 months.

Student Manager 

Wilfrid Laurier Students Union

November 2000 - April 2006

Worked for Wilfrid Laurier Students Union which managed several student run restaurant businesses within the University. I worked my way from Crew Member to Assistant Manager where I was placed in newly acquired restaurants to smooth transition and train new management.

  • Prepared set weekly schedules for 40+ employees, as well as rotating weekend

  • Completed payroll for each business on a bi-weekly basis.
  • Completed daily cash outs and deposits.
  • Set and placed orders on a weekly basis, food and coin orders.
  • Assisted to create budgets, par lists, and procedure manuals
  • Completed inventory, revenue summaries and invoice tracking for each business on a weekly basis.
  • Co-ran training for incoming staff and ongoing throughout year, including WHMIS, health and safety, policy and procedures.
  • Helped maintain communication between a management team of eleven Student Managers and three full time staff.
  • Completed interviews and hiring, as well as took care of disciplinary measures, while managing peers.

VOLUNTEER EXPERIENCE:

Caretaking (weekly/bi-weekly care of twin babies) July 2015-Present

Fairy Tales Film Festival Photographer 2015/2016/2017

PMAST-Peer Mediation Alternative Solutions Training 2015

Outlink Glitter Gala 2015

Mediation Practice Sessions 2014-2015

Fairy Tales Carnivale 2012

Fake Mustache 2011-2014

Trans Equality Society of Alberta-Treasurer 2012-2013

Westside Kings Church-Ushering 2012

Feed the Hungry 2011-2012

Staff Committee 2003-2004

Peer Help Line worker 2000-2001

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