Mélina Carle
Executive services officer at Service Canada- Claim this Profile
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English Native or bilingual proficiency
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French Native or bilingual proficiency
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Español Elementary proficiency
Topline Score
Bio
Credentials
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Configuring Options & Settings
SkillsoftSep, 2022- Sep, 2024 -
Finding & Analyzing Information with Formulas
SkillsoftSep, 2022- Sep, 2024 -
Using Conditional Formulas
SkillsoftSep, 2022- Sep, 2024 -
Working with Different Chart Styles
SkillsoftSep, 2022- Sep, 2024 -
Working with Excel Tables
SkillsoftSep, 2022- Sep, 2024 -
Adding & arranging data in Excel 365
SkillsoftAug, 2022- Sep, 2024 -
Creating & Saving Workbooks
SkillsoftAug, 2022- Sep, 2024 -
Creating Charts & Graphics
SkillsoftAug, 2022- Sep, 2024 -
Creating and editing macros in Excel 365
SkillsoftAug, 2022- Sep, 2024 -
Custom & Conditional Formatting
SkillsoftAug, 2022- Sep, 2024 -
Découvrir l'application
SkillsoftAug, 2022- Sep, 2024 -
Finding & Grouping Data
SkillsoftAug, 2022- Sep, 2024 -
Formatting Data
SkillsoftAug, 2022- Sep, 2024 -
Getting Started
SkillsoftAug, 2022- Sep, 2024 -
Getting started in Excel 365
SkillsoftAug, 2022- Sep, 2024 -
Illustrating Documents
SkillsoftAug, 2022- Sep, 2024 -
Inserting & Manipulating Data
SkillsoftAug, 2022- Sep, 2024 -
Microsoft 365 Summer 2021 Update
SkillsoftAug, 2022- Sep, 2024 -
Referencing Data
SkillsoftAug, 2022- Sep, 2024 -
Sharing & Collaborating on a Document
SkillsoftAug, 2022- Sep, 2024 -
Sorting & Filtering Data
SkillsoftAug, 2022- Sep, 2024 -
Using Basic Formulas
SkillsoftAug, 2022- Sep, 2024 -
Découvrir l'application
SkillsoftJan, 2022- Sep, 2024 -
Opening & Setting Up
SkillsoftOct, 2021- Sep, 2024
Experience
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Service Canada
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Government Administration
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700 & Above Employee
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Executive services officer
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Nov 2022 - Present
Acting Executive services officer (AS-02) at the Business Expertise Branch of the Programs Branch.
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Executive Assistant
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Feb 2021 - Nov 2022
• Executive Assistant (AS-01) to one of three Directors (EX-01) of EI/OAS Service Canada Call Centers (SCCC), Quebec Region• Our management team is composed of 3 Directors (EX-01), 3 Executive Assistants (AS-01), 1 Senior Project Manager (PM-06), around 20 Service Managers (PM-05) and 80 or more Team Leaders (PM-03) who support around 1000 or more payment services officers.• SLE (English) Results: EEE• Secret Clearance valid until 2031-07-08• Regional subcommittee member and co-coordinator of the "Training and integration of the administrative professional’s (APN) network's succession". (Sous-comité Régional de La formation et l'intégration de la relève du Réseau des Professionnels de l'administration)•Co-coordinator of Quebec's Regional APN monthly meetings.• Information Management Committee member• Office365 Super user and subcommittee member• Delegated EX-01 calendar and e-mail inbox management• Management and Extended management committee planning and reporting.• Draft, review and submit documentation to HRSC for required PM-05/PM-06 staffing actions• Submit employee salary and planned staffing forecasts to RMS• Assist Service Managers with administrative steps to obtain their financial (Art. 34) and staffing subdelegations• Prepare and send signature slips with relevant documents to obtain our general directorate's or our assistant deputy minister's signature when their approval is required• Make SLE requests for managers and directors to be evaluated when marks have expired• Use myEMS (PeopleSoft) to capture AdHoc (compressed) schedules and validate position or employee information• Pre-verify travel requests and expenses in myEMS (SAP)• Using multiple programs such as Microsoft Office Suite, myEMS (Peoplesoft and SAP), Phoenix, AMP, HRSC and more. Show less
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Payment services officer
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Sep 2019 - Feb 2021
•Member of the Wellness committee / Membre du comité Mieux-Être•Bilingual (SLE:EEE) Payment Service Officer (PM-01) at Service Canada Call Center (SCCC), Quebec Region, for Old Age Security (OAS) and Canada Pension Plan (CPP) / Agent de services de paiement (PM-01) bilingue (ELS:EEE) au Centre d'Appels de Service Canada (CASC), Région du Québec, pour la Sécurité de la Vieillesse (SV) et Régime de Pension du Canada (RPC)•Provide Estimates and Eligibility criterias for CPP benefits such as Retirement, Post-Retirement, Disability and Survivors /Fournir des estimés et critères d'admissibilité pour les prestations du RPC, tel que la pension de Retraite, Après-Retraite, Invalidité et Survivant•Provide Estimates and Eligibility criterias for partial and/or maximum OAS benefits, Guaranteed Income Supplement (GIS), Allowance, and Allowance for Survivors / Fournir des estimés et critères d'admissibilité pour les prestations partielle et/ou maximum de la SV, Supplément de Revenu Garanti (SRG)*Provide guidance in each application process such as providing appropriate forms, informing the client what supporting legal documents are required and where to obtain them when not in their possession.*Informing clients of processing delays and escalate when delays are elapsed.*Provide assistance for International Operations clients needing guidance for Foreign and Canadian Benefits while using International Social Security Accords.*Send General and Urgent Enquiries to appropriate Processing centers when required.*Update payment and contact information. *Intercept, redirect or duplicate payments.*Handle Dire Need situations.*Provide high quality Customer Service. Show less
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Desjardins
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Canada
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Banking
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700 & Above Employee
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Collections Agent
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Oct 2018 - Sep 2019
Junior Collections for Credit Card and Financing Services. Blend of in/outbound calls using a softphone dialer. *Providing payment arrangements and education to customers in need of our assistance. *Evaluating and finding short term or long terms solutions for particular situations. Highlights of employment: *When my Section Manager listened to my first call evaluation he commented: "I'm flabbergastered. You're six weeks in (including training) and you sound like you've been here for a year. This is what I expect from experienced agents. *Active participant in 2 pilote projects to implement new procedures in our department such as: - Using an application that was not previously accessible to view billing history in order to help resolves billing misunderstandings therefore boosting our collections capabilties. - Using applications to create and reset AccesD profile passwords to facilitate bill viewing for clients waiting for this access before initiating payments on past due balances. *Actively sending recommendations to improve procedures in the Knowledge Management Tool that are successfully applied and modified or clarified. *First quarterly review for behavioral qualities and statistical objectives result: Quality: Meets requirements for 3 out of 4 behaviors: First in the heart of the customer, Champion of simplicity and . Exceeds expectations for 1 out of 4 behaviors: Builder of the modern Desjardins. Quantity: *PTPs/hour below average but % of PTPs respected above expectations. *Solid arrangements. *Optimal first call resolution which means longer calls and less PTP opportunities. *High quality customer experience. *Particaption in offering and applying restructuration offers through financing as a long term solution. *SKIP Micro-Team in charge of tracing and updating contact information on accounts where clients can no longer be reached. *In charge of developing tips on improving first call resolution in relation with call quality control. Show less
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Level 2 Sales and Customer Satisfaction
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Apr 2018 - Oct 2018
Nominated employee of the week in August 2018.Retention:*Receive inbound call transfers and emails to treat Client Accounts that are at risk of or requesting cancellation. *Identify and adress key elements that may or will lead to account cancellation.*Identify and adress areas of concern and dissatisfaction.*Find and provide appropriate solutions and/or make tailored offers.*Communicate with multiple departments to resolve certain situations. *Keep and complete follow-ups to ensure full resolution.Particular accomplishments: *Often assigned and handled very complex cases by finding appropriate resolutions.*Occasionally asked to fill-in as acting supervisor or floor manager.*Assigned to handle certain negative Google Reviews and Social Media escalations.*Achieving perfect Customer Satisfaction Surveys on a weekly basis.*Manage Facebook Messenger*Participe in Website Chat Service Pilote Project Show less
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Sales Representative
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Mar 2018 - Apr 2018
Inbound Sales and Customer Service calls for Residential/Business Hi-Speed Cable and FTTN Internet, VoIP and IPTV.Sales:*Obtain required information for service qualification and account activation.*Identify needs with open/close ended questions and paraphrasing.*Build and present tailored offers.*Provide all need-to-know information to ensure a high level of Customer Satisfaction. *Upsell or Cross-sell on existing client accounts. Customer Service:*Identify needs with open/close ended questions and paraphrasing.*Offer appropriate solutions while following policies and procedures guidelines. *Explain Invoices. Have corrections applied when required.*Identify abnormally high usage fees and Upsell based on new usage needs.*Provide additional investigation for exceptional circumstances and escalate when necessary. Show less
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Construction Laborer
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Jul 2017 - Mar 2018
Manual labor on residential renovation. Kitchen and washrooms. Cabinets, sinks, ceramic tiles, drywall, sanding and paint. Manual labor on residential renovation. Kitchen and washrooms. Cabinets, sinks, ceramic tiles, drywall, sanding and paint.
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OK Tire Canada
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Canada
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Automotive
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100 - 200 Employee
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Front Desk Receptionist
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Sep 2016 - Jul 2017
*Manage appointments. *Manage inventory. *Sell tires. *Repair estimates. *Shuttle service. *Satisfaction surveys. https://www.oktire.com/stores/ok-pneus-longueuil/ *Manage appointments. *Manage inventory. *Sell tires. *Repair estimates. *Shuttle service. *Satisfaction surveys. https://www.oktire.com/stores/ok-pneus-longueuil/
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Car esthetics
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Apr 2016 - Sep 2016
Car detailing, Quick wash. In and out cleaning. Polishing and waxing. Delivery prep. Reconditionning. http://latelieresthetiqueauto.com/services/esthetique/ Car detailing, Quick wash. In and out cleaning. Polishing and waxing. Delivery prep. Reconditionning. http://latelieresthetiqueauto.com/services/esthetique/
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Rogers Communications
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Canada
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Telecommunications
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700 & Above Employee
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Credit Collections Representative
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Oct 2012 - Apr 2016
Located in Toronto head office from 2012 to 2014 and Montreal contact center from 2014 to 2016. *Pilot project, introducing inbound/outbound emails to inbound/outbound calls. *Blended inbound and outbound A/R Collection calls and emails. *Make payment arrangements on all Fido/Rogers Residential and Business accounts. *Determine if suspensions can be lifted based on past and current payment arrangements. *Provide billing explanations and corrections when needed. *Make churn offers for qualified clients. *Reconnect paid accounts that were disconnected for non-payment. Show less
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Fido Solutions
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United States
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Hospitality
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1 - 100 Employee
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Customer Relations Representative
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Aug 2009 - Oct 2012
Accomplishments: *Provided Floor Support for New Hires. *4 pillars Power Coach to help improve AHT, 2nd line activations, successful retention % and successful retention with contract renewal %. *Back Up CSR for Fido Business Solutions. *Has often been commended by customers and colleagues for high quality customer experiences. Retention: *Receive inbound call transfers to treat Client Accounts that are at risk of or requesting cancellation. *Identify and adress key elements that may or will lead to account cancellation. *Identify and adress areas of concern and dissatisfaction. *Find and provide appropriate solutions and/or make tailored offers. *Communicate with multiple departments to resolve certain situations. Show less
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Rogers Communications Inc.
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Canada
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Telecommunications
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1 - 100 Employee
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Converged Sales CSR
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Feb 2007 - Oct 2008
Accomplishments: *Participated in a pilot project launching a new account management interface called ICM which worked over SGI and V21. *Mentor for shadowing. Inbound Sales and Customer Service calls for Residential Hi-Speed Cable Internet, Portable Internet, ADSL Internet, Core Cable, Digital Cable and HD Cable, Landline/Cable Telephony and Wireless Phone activations. Sales: *Obtain required information for Credit Evaluations in order to activate services with or without certain conditions. *Identify needs with open/close ended questions and paraphrasing. *Build and present tailored offers. *Upsell or Cross-sell on existing client accounts. Customer Service: *Identify needs with open/close ended questions and paraphrasing. *Offer appropriate solutions while following policies and procedures guidelines. *Explain Invoices. Apply corrections when required. *Identify abnormally high usage fees and Upsell based on new usage needs. *Provide additional investigation for exceptional circumstances and escalate when necessary. Show less
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Education
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2004 - 2005
Cegep de Sherbrooke
Social Sciences
Community
