Customer Service Sales
Resume:
Profile
Motivated bilingual professional, with 11 years' experience spanning
multiple sector. Ability to create solid client relationships and maintain
a high level of customer satisfaction. Strong technical background.
Readily taking on new responsibilities and challenges.
Education
Champlain College - Business Administration Certificate
Champlain College -Computer Science Certificate
Centennial Regional High School - Diploma obtained in 1999
Skills
. Written and Spoken English and French
. Multi-Tasking
. Analytical and able to work in a fast past environment
. Organizational and Planning Skills
. Interpersonal Skills and Relationship Building
. Technical/Computer Skills
Career Related Experience
Shnier
Shnier is a Canada's leading national floor covering Solutions Company. By
providing fashionable and contemporary products, comprehensive integrated
marketing programs, and industry leading logistical services, Shnier has
earned the reputation of being one of the most innovative, leading edge
organizations in the Canadian floor covering industry, operating on a
foundation of solid business ethics and values.
Bilingual Customer Service contract April 2013 - Jun 2013
. Supported customers nationwide via phone, fax, chat and email related
to technical enquiries, quotation processing, and order management.
. Conveyed product information while responding to customer inquiries.
. Familiarity with distribution commercial policies, procedures, and
regulations.
. Ensured customer satisfaction by coordinating with sales, customers,
logistics and the supply chain.
. Provided product tracking, invoicing information, and returns status
. Worked as part of an order desk team within a call centre setting.
TIMKEN Canada
Timken is a global leader in friction management technologies and provides
one of the most complete offerings of antifriction bearings in the
industry.
Bilingual Customer Service contract February 2013 - April
2013
. Provided customer support via phone, fax, chat and email related to
technical enquiries, quotation processing, and order management.
. Communicated product knowledge in order to respond to customer
inquiries.
. Interacted daily with sales, customers, logistics and the supply
chain to ensure customer satisfaction.
. Proactive sales and service support to an assigned customer base from
the initial interaction to the post-sales follow-up.
. Perform order book management and expedite requests utilizing the
support network at hand.
. Work within a team selling environment in a call centre setting.
. Created, reviewed, updated and distributed order status reports for
assigned distributors and team members on a regular basis.
. Assisted in resolution of conflicts between functional areas to meet
customer commitments.
. Worked with the claims group to address customer concerns and quality
issues with a goal to continuous improvement.
. Adapt to variable situations requiring analytical and constructive
thinking.
. Able to work independently and as a team member
. Worked in SAP environment to process and update orders received.
. OEM sales experience
. Technical product trouble shooting skills within the Bearing industry
GS1 CANADA September 2009 - March 2013
GS1 Canada represents the interests of Canada in the continuing development
of the global language of business. We develop standards that improve the
way that business is conducted and allow Canadian businesses to compete on
a global scale. We deliver implementation services that enable businesses
to implement standards to achieve supply chain efficiency. We educate
industry on how to incorporate collaborative commerce tools and processes
into their businesses through seminars, conferences, and published guides
and standards.
Bilingual Customer Service
. Conducted outbound calls for membership growth, cost recovery and
development;
1. Supported membership retention and cost recovery efforts
2. Coordinated Certification Process
3. Maintained and updated reports as requested or required for analysis
for member activity;
4. Provided administrative support for Membership Services team;
. Liaises with other internal departments (i.e. Finance, Implementation
Services) as required;
. Collaborated as a Membership Services resource on Special Projects
(i.e. UAT testing);
. Reviews, updates and maintains Standard Operating Procedures (SOPs) and
best practices;
. Develops recommendations on the most efficient approach to routine
daily activities;
. Proven ability to multi task and use initiative;
. Resolved incidents and service requests where possible
. Ensured issues and escalations are seen through to resolution by
. Installed and configured new applications and deploys releases and
enhancements to production systems ie: EDI, ProSYNC, 1SYNC
. Supported web-based data loading tools supplied to customers;
. Performed root cause analysis' and defines actions to eliminate
recurrences;
. Developed scripts to automate processes and generate reports;
. Resolved IT operations issues related to Windows hardware and web-
based software;
PEPSICO SUPPORT CENTER August 2006 - June 2008
PepsiCo Beverages Canada is a leader in the Canadian beverages industry and
markets a variety of beverages under the following trade-marks; Pepsi, Diet
Pepsi, 7UP, Mountain Dew, Mug, Aquafina, SoBe, Lipton and Brisk, Amp
Energy, Starbucks, Gatorade, Tropicana, Dole and Naked Juice.
Bilingual Customer Service Helpdesk
. Provide 1st level support (Resolve common PC, LAN and host related
issues)in a high call volume Help Desk environment supporting
customers
. Manage 1-800 calls and respond to e-mail inquiries to ensure that
technical problems and service requests are resolved
. Ensure all user calls are thoroughly documented within a customized
database (Call Tracking).
. Resolve common issues reported by users on internal proprietary
applications such as SDMS, MS Office, VMMS, and various other internet
software
. Take ownership of service request from customer and ensure timely and
satisfactory resolution
. Research, resolve and respond to questions received via telephone calls
or email in a timely manner in accordance with current standards
. Responsible for preparing and maintaining documentation for all in-
house applications
. Be accountable for sufficient supplies on floor via liaising with
purchasing team
Professional Development
. Certificate in Technical Communication - on line training
. Microsoft Office 2010 Suites - online training
. Windows 7 - online training
. Microsoft Outlook 2003 - online training
Technical Skills
Typing 60 WPM with 99% accuracy MS Windows XP & Vista & 7
MS Works
Gems / IMIS (software to Outlook Express
manage information) WordPerfect Suite 8
Gasper / Peregrine (call Net view / SDMS (Monitoring
tracking software) System for Production)
MS Office Dame ware (Remote Control for
GifTRAQ (membership database) Windows)
Knowledge Center RAC (research database for ATM
MS Access machines)
CRM (software to manage Gemini (ticketing system)
information) McAfee Virus Scan
Global (Software to manage Windows Media Player
information HEAT Call Logging system
WEBEX remote system EDI
Adobe Reader
Cisco switches and routers
Network connectivity issues
Data Import Tool (DIT) SSRS - SQL Server Reporting
SAP Services
Shaira Addetia
ADDRESS:
84 Greenwich Circle
Brampton ON
L6S 2E8
EMAIL:
******.*******@*****.***
Contact # 905-***-****
Linked in profile:
http://ca.linkedin.com/pub/shaira-addetia/60/a36/2a2/
Shaira Addetia
ADDRESS:
84 Greenwich Circle
Brampton ON
L6S 2E8
EMAIL:
******.*******@*****.***
Contact # 905-***-****
Linked in profile:
http://ca.linkedin.com/pub/shaira-addetia/60/a36/2a2/
Shaira Addetia
ADDRESS:
84 Greenwich Circle
Brampton ON
L6S 2E8
EMAIL:
******.*******@*****.***
Contact # 905-***-****
Linked in profile:
http://ca.linkedin.com/pub/shaira-addetia/60/a36/2a2/
Page 3 of 3
.
Shaira Addetia - 905-***-****
Profile: Les Lighstone P.Eng. PMP
***.**********@***.***
Contact this candidate