Mélissa Sholay
Rose Hill
Summary
I am an enthusiastic person, possess the ability to face new challenges, willing to gain more experience and willing to give my all to accomplish set up goals. I am looking for a job in the business and finance industry where I will have the opportunity to use my skills and knowledge to great effects and also the chance to work with experts in your organization.
Experienced with leading operations teams to streamline processes and improve productivity. Utilizes strategic planning to meet organizational goals and enhance team performance. Track record of effectively managing resources and resolving issues to maintain operational excellence.
Professional with strong background in operations management and leadership. Skilled in optimizing processes, enhancing productivity, and driving team collaboration to meet organizational goals. Adept at adapting to changing business needs and ensuring consistent performance. Reliable, results-focused, and proficient in strategic planning, problem-solving, and team development.
Operations professional with deep understanding of optimizing team efficiency and streamlining processes to meet organizational goals. Proven ability to foster collaborative environments and drive results through strategic planning and execution. Adaptable and reliable, with strong leadership and conflict resolution skills valued by employers.
Overview
14
14
years of professional experience
2
2
Certification
Work History
Operations Team Leader- Head of Department
Hardy Henry Services Ltée
02.2022 - Current
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Helped set and manage objectives for quality, productivity and compliance.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Conducted regular staff training sessions to ensure consistent implementation of best practices across the team.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
- Sat on new hire interviewing panel and made recommendations.
- Generated reports detailing findings and recommendations.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
Administration (Customer Relations Coordinator)
HARDY HENRY SERVICES LTEE
11.2012 - 02.2022
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Liaise with supervisors regarding planning of servicemen
- Resolved escalated complaints efficiently, mitigating the risk of negative reviews or lost business opportunities.
- Liaise with quality assurance managers
- Maintained accurate records of all client interactions, facilitating effective tracking and resolution of issues.
- Liaise with clients by mail for appointments
- Send emails to clients about their contracts/queries
- Processing of renewal of contracts
- Modification and cancellation of contracts of pest & pest preventive contracts
- Follow up with clients
- Sending quotations for new proposal/additional treatment
- Send schedule of visit to customers for better follow up
- Cash Marathon (Debt recovery)
- Duties- Keep track of accounts and outstanding debts
- Plan course of action to recover money
- Negotiate payoff deadlines and payment plans
- Handle customer's questions and complaints
- Build trust with debtors
Administration (Service Controller - Hygiene Dept)
HARDY HENRY SERVICES LTEE
11.2011 - 10.2021
- Deal with customers over the phone and via email about their queries
Administration
FRESH OPPORTUNITIES LTD
05.2007 - 08.2011
- Reconciliation of invoices, dealing with companies queries over the phone and email
- Inputting suppliers invoices into the system for stock control
Sales Assistant and Floor Supervisor
FRESH OPPORTUNITIES LTD
05.2007 - 08.2011
- Duties- work at the cash register; deal with customers' complaints, placing orders over the phone, creditors' reconciliation
Customer Service
OUTREMER TELECOM
09.2006 - 12.2006
- Help customers with their queries and their accounts
- Introduce new offers to existing customers
- Upgrade their subscriptions
- Debtors account
- Checking the outstanding balance of customers
- Deal with payment over the phone
- Closing of accounts
Tele Operator
TECHNICALL LTD
11.2005 - 02.2006
- Businesses to business- doing survey over the phone, checking all employers' number, update current data of companies.
Telesales Operator
INFINITY BPO
01.2005 - 09.2005
- Outbound calls- selling mobile packages to potential customers
- Business to business operation
- Calling customers about new events and send invitation.
Education
Diploma - Business Studies
ABBEY COLLEGE
01.2011
Diploma - International Tourism
01.2010
Cambridge school certificate - undefined
MEDCO CASSIS SECONDARY SCHOOL
01.2003
Skills
- Good Interpersonal and intrapersonal skills and pleasant personality, ambitious, serious, motivated, proactive, disciplined and hard hardworking
- I want to excel in my work area, to add value to the present system and bring new ideas for the company growth
- Operational excellence
- Quality assurance
Certification
- Excel- Manipulating Pivot Tables, FRCI INDUSTRIAL ZONE, PHOENIX, 2012-08
- Pest Control Technical Training Course, TECHNICAL CONSULTANT RENTOKIL SOUTH AFRICA, PAILLES, 2013-03
- Achieving Customer Service Excellence, Success Strategies Consultants Ltd, Hennessy Park Hotel, Ebene, 2018-07
- Peak Performance With Emotional Intelligence, Success Strategies Consultants Ltd, Hennessy Park Hotel, Ebene, 2019-07
References
REFERENCES Upon request
Timeline
Operations Team Leader- Head of Department
Hardy Henry Services Ltée
02.2022 - Current
Administration (Customer Relations Coordinator)
HARDY HENRY SERVICES LTEE
11.2012 - 02.2022
Administration (Service Controller - Hygiene Dept)
HARDY HENRY SERVICES LTEE
11.2011 - 10.2021
Administration
FRESH OPPORTUNITIES LTD
05.2007 - 08.2011
Sales Assistant and Floor Supervisor
FRESH OPPORTUNITIES LTD
05.2007 - 08.2011
Customer Service
OUTREMER TELECOM
09.2006 - 12.2006
Tele Operator
TECHNICALL LTD
11.2005 - 02.2006
Telesales Operator
INFINITY BPO
01.2005 - 09.2005
Diploma - International Tourism
Cambridge school certificate - undefined
MEDCO CASSIS SECONDARY SCHOOL
Diploma - Business Studies
ABBEY COLLEGE
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