Melissa Blais

Motivated Office Manager with experience in plumbing and HVAC & Sales skilled in QuickBooks, ServiceTitan, Excel, email communication, and Lead to Speed. Known for 5-star customer service, efficient scheduling, and invoicing. Looking to grow with the best and contribute to a high-performing team.

Office Manager - Prostar Plumbing & Heating /Crowfoot Plumbing - Calgary, AB

(2022-11)

• Schedule and coordinate service calls, installations, and maintenance jobs
• Maintain accurate records of jobs, invoices, permits, warranties, and equipment
• Process incoming/outgoing mail, email correspondence, and phone calls
• Order office and job-site supplies, tools, and equipment as needed
• Answer customer inquiries and provide job status updates.
• Outbound call existing members to book member inspections .
• Follow a 3 -day calling board procedure to ensure our technicians are successful for their daily appointments.
• Call existing clients to ensure the work performed is satisfactory & collect final balances , email final invoices , process payments
• Deliver outstanding customer service
• Dispatch technicians and coordinate job scheduling based on priority and location
• Follow up with customers for feedback and service satisfaction
• Handle and resolve customer complaints or escalate when necessary
• Handle payroll for office and field staff, including time tracking
• Ensure all vehicles registrations & insurance are up to date .
• Ensure all permits, inspections, and compliance paperwork are completed
• Assist with recruiting, onboarding, and training new employees
• Maintain employee files, certifications, and health & safety records
• Monitor and enforce company policies and procedures
• Support the owner with reports, KPIs, or administrative tasks
• Daily meetings on sales targets & goals
• Ensuring all CSR are maintaining a 75-85% booking rate on all inbound calls.
• Full knowledge using Service titan to manage coordinate and dispatch technicians.
• Processing , re-selling estimates , adjusting invoices & processing refunds.
• Ensuring all daily operations run effective and smoothly by working with the service manager .
• Planning effectively & thinking outside the box to ensure all technicians have a full schedule for the day
• Resolve customer concerns, complaints, or rescheduling needs efficiently
• Maintain strong relationships with clients to ensure satisfaction and repeat business
• Track leads and advertising response using platforms like Lead to Speed and service Titan

Plumbing Project Cordinator - Legacy Heating & Cooling - Calgary

• Coordinated day-to-day plumbing projects from planning through completion in fast-paced construction environments
• Scheduled crews, subcontractors, inspections, and service calls to ensure projects stayed on timeline and within budget
• Communicated with project managers, suppliers, contractors, and clients regarding project updates, materials, and scheduling changes
• Managed purchase orders, invoices, work orders, permits, and project documentation
• Tracked project progress, deadlines, and material deliveries while resolving scheduling conflicts and delays
• Maintained organized records, contracts, and compliance documentation
• Supported multiple projects simultaneously while meeting tight deadlines and prioritizing urgent tasks
• Coordinated new construction and renovation plumbing projects while ensuring smooth workflow between office and field staff
• Provided administrative and operational support to improve efficiency and project completion timelines

Store Manager - Salvation Army Thrift Store - Calgary, AB

(2019-11 - 2022-11)

• Oversee daily store operations to ensure smooth functioning
• Open and close the store according to company procedures
• Monitor inventory levels and order stock as needed
• Maintain cleanliness, organization, and safety standards
• Ensure compliance with company policies, procedures, and government regulations
• Recruit, hire, train, and supervise staff
• Schedule shifts and manage employee attendance
• Travel to varias locations to train newly hired managers
• Conduct performance reviews and provide coaching or corrective action
• Motivate team members to meet and exceed goals
• Handle conflicts and resolve employee or customer issues
• Drive sales and profitability through effective merchandising and promotions
• Set and track sales targets for the store and team
• Ensure excellent customer service is delivered by all staff
• Handle escalated customer complaints and returns professionally
• Monitor and report on store budgets, sales, and expenses
• Prepare daily, weekly, or monthly sales reports
• Manage cash handling, bank deposits, and POS system accuracy
• Minimize losses and control shrinkage through effective loss prevention practices
• Coordinate in-store promotions, seasonal setups, and product displays
• Build community presence or relationships to attract more foot traffic

Assistant Manager - Dollar Tree

(2015-02 - 2018-09)

• Support daily sales goals and motivate the team to meet performance targets
• Provide exceptional customer service and handle escalated customer concerns
• Monitor sales floor activity to ensure a positive shopping experience
• Train staff on upselling, product knowledge, and service techniques
• Assist with creating in-store promotions or merchandising displays
• Supervise, coach, and support sales associates and cashiers
• Help onboard and train new employees
• Provide feedback and participate in performance evaluations
• Support a positive and productive work environment
• Delegate daily tasks and ensure
• Open and close the store according to company policy
• Oversee cash handling, register balancing, and daily bank deposits
• Monitor inventory levels, assist with stock ordering, and manage deliveries

Billing, Customer Service, Advertising Clerk - B&B Mobile Pressure Wash - Lancaster, ON

(2003 - 2013)

• Prepare, process, and send customer invoices accurately and on time
• Handle billing inquiries, resolve discrepancies, and follow up on overdue payments
• Maintain accurate financial records and update billing databases or software (e.g., QuickBooks)
• Coordinate with accounting and finance teams to ensure smooth payment processing
• Respond promptly to customer questions or concerns via phone, email, or in person
• Assist customers with account updates, service orders, or product information
• Manage customer complaints and escalate issues as necessary to ensure satisfaction
• Manage email correspondence and schedule appointments or meetings as needed
• Order and maintain inventory of office and promotional supplies
• Support other departments with administrative tasks as requested
• Gained strong working knowledge of pressure washing services and trucking operations through direct support, scheduling, customer service, and field coordination. Familiar with industry standards, equipment types, and service

Cefeo Campus de Cornwall (2006 - 2008)