Customer Service Representative

RODNEY GOPAUL

Brampton, ON L*W *T* 647-***-**** **********@*****.***

EMPLOYMENT SUMMARY

A well-respected Customer Service Specialist known for providing consistent, high level of quality service to the customer combined with a reputation for dealing tactfully and empathetically with customers in crisis situations. Known for prompt follow up, executing with a high level of efficiency and completes tasks with an outstanding attitude. Highlights of qualifications include:

Customer Focus

Responsible presence and resource for the customers, promoting good relationships and extends courtesy to customers under all circumstances

Problem Solving

Proactive and creative problem-solver, frequently consulted by others for expert technical advice and enjoys challenges

Team Player

Highly effective in working with teams to ensure optimal customer satisfaction

EMPLOYMENT EXPERIENCE

WALMART CANADA 1994 – 2017

Customer Service Representative (Logistics Coordinator) 1997 - 2017

Fork Lift Driver, Order Picker 1994 - 1997

Responsible for the accurate, timely and precise processing of National Operations communications with both internal and external customers; exercises confidentiality in dealing with client information and specific business operating policies and procedures of the company.

•Liaised with vendors, carriers, Home Office, 400+ stores and operations via phone, fax, or email, using a high level of urgency and prioritization in resolving issues.

•Documented customer requests via CRM system, ensuring accuracy and full circle resolution on all requests.

•Prepared national reports (deliveries, schedules, load reports) for all DC within the specified deadlines.

•Provided end-to-end carrier delay reporting, ensuring store notification and follow up – tracked load arrival and departures on a daily basis, and investigated missed deadlines for resolution.

•Performed dispatch duties as required which included building loads and stock transfers to meet business needs.

•Completed trailer load revisions obtaining the necessary approval to move from regular sequence.

•Assisted stores /carriers with emergency situations and coordinated special requests with the sites and followed up with home office/stores to ensure resolution.

•Worked with DC operations, stores, home office and carriers on special events and programs ensuring timely setup, take down and returns to store.

•Tendered loads to carriers ensuring accuracy of information.

•Ensured compliance with Ontario Health and Safety Act while carrying out health and safety responsibilities.

•Trained new employees on how to conduct their role and responsibilities in a safe manner, following policies and procedures.

•Handled frequent interruptions and inquiries from internal/external customers, client and vendors, while addressing problems within fixed customer service and response standards.

•Prepared accident report securing all relevant details to be sent home office for further handling.

UPS (part time) 1992-1999

Lead Hand - Managed 10+ people and responsible for handling accounts. Freight forwarding in the Air sort department, custom documents and other additional billings adjusted.

TRAINING AWARDS VOLUNTEERING

Internal Seminars - Health & Safety Certified Health & Safety Representative

First Aid & CPR Fire Warden

STAR Award - Respect for the individual and service to customers, 2011

Mississauga Food Bank Painting – Ephraim’s Place Community Centre

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