Rebuilding Relationships Mediation

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 

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.

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.

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.

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