Excellent communication and customer relation skills
Strong attention to detail with the ability to ensure accuracy
Excellent time management and problem-solving skills
Great organization and prioritizing ability
Commended for reliability and integrity
Work well under pressure and willing to work irregular hours
Languages: Advanced English and Intermediate French
Advanced knowledge of SAP, Salesforce, GCMS, Microsoft Word, Excel, PowerPoint, Outlook, Oracle, Siebel, AS400 and Adobe
Check Point Software Technologies
Hardware Specialist – Kanata, Ontario (March 2018 – March 2019)
Place customer orders for hardware replacement products, and consistently
provide excellent service to customers.
Interact with customers by phone, e-mail, and fax.
Act as the customer interface for all hardware replacement, logistical and
process related matters.
Perform data entry and use software programs to interact with customers and partners.
Follow and/or implement special instructions for various accounts and
maintain accurate and up-to-date notation on all service incidents.
Proactively follow-up on customer orders, challenges and needs.
Communicate with internal cross functional teams and management to
resolve customer requirements.
Create new ideas and effectively present useful suggestions for improvement
of existing processes, and be ready to implement them.
Customer Service Analyst – Kanata, Ontario (October 2017 – Feb 2018)
Administered repair orders for satellite communication equipment based on contracts and purchase orders for aircraft parts being returned for repair, upgrade, or re-certification at the Honeywell Aerospace plant.
Provided Return Material Authorization (RMA) for the return of satellite communication equipment for military, commercial and private aircrafts.
Quoted customers on repair fees, re-certification fees, and No Fault Found fees for satellite communication equipment.
Cleared shipments of aircraft parts with Canadian Customs by providing proof of export
Ensured purchase orders received from customers were in accordance with Honeywell Aerospace Repair & Overhaul terms and conditions (ex: payment terms and warranty terms).
Managed Return Material Authorization flow, from the return of aircraft parts through to repair and upgrade completion and provided timely updates to customers, internal sales and program leaders when changes occurred.
Provided recovery repair dates, or an option of an exchange if the part was in stock.
Supported Aircraft on Ground (AOG) repair orders, scheduling and monitoring.
Addressed complex issues where data analysis is required. Exercised a high level of judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Identified areas and opportunities for process improvement, cycle time reduction as well as contributed to, or lead, implementation of improvement opportunities.
Pulled purchase orders from customer portals.
Backed up Customer Service for new sales order entry in SAP business system
Addressed incidents of customer dissatisfaction and assisted with a timely resolution. This included, utilizing escalation paths, if necessary and keeping the customer informed.
Provided assistance in resolving customer invoice disputes, financial or product related.
Worked with my immediate supervisor to absorb work when others are out due to illness or vacation.
Attended specialized group training to gather information regarding new processes, IT functions, sales and service bulletins.
Stock Handler- Ottawa, Ontario (July 2017- August 2017)
Methodically unloaded and sorted merchandise from trucks and pallets using a forklift
Took shipments to their appropriate department
Replenished supplies at all cash register desks
Placed merchandise in bins to be transferred to other stores
Maintained inventory by identifying, labeling, and placing materials and supplies in stock
Physically and electronically received inventory as it arrived in the warehouse
Federal Government of Canada - Immigration, Refugees and Citizenship Canada
Program Support Officer - Ottawa, Ontario (April 2016 – August 2016)
Created Unique Client Identifiers (UCIs) for applicants applying for entry to Canada.
Created, verified, and updated passport information in the electronic Global Case Management System (GCMS).
Processed applications for temporary resident visas, student permits and work permits.
Reviewed travel documents attached to applications and conducted a cross-comparison with the client’s background information.
Provided administrative support such as data entry, researching documents, and editing files
Grand & Toy
Product Support Representative - Ottawa, Ontario (November 2012- October 2015)
Prepared product recommendations, pricing, quotes and purchase orders for both internal and external customers
Coordinated, and monitored the delivery and installation of special custom office, healthcare and academic furniture orders for customers across Canada.
Ensured all furniture orders met established gross margin and minimum order requirements before processing
Worked with vendors and corporate business units to manage customer warranty support
Obtained Return Material Authorization from vendors
Provided quotes for inbound and outbound freight for the delivery of custom furniture orders
Tracked order progress and took appropriate follow-up action to ensure the completion of tasks
Contacted internal and external customers, manufacturers and suppliers to discuss delivery timelines
Developed delivery and installation contracts
Trained new hires on new software, processes and procedures
Researched new ergonomic furniture, and delivery methods
Provided weekly reports on furniture sales and warranties
Maintained and updated the department's filing systems
Managed a team e-mail inbox by responding to emails from account managers, customers and suppliers
Alcatel-Lucent (Now Nokia)
Order Management Associate - Kanata, Ontario (January 2011 – August 2011 contract)
Reviewed and validated customer purchase orders to meet booking policies and audit requirements.
Accepted or rejected customer purchase orders based on contractual requirements, internal policies, and business feasibility.
Processed customer purchase orders in Enterprise Resource Planning /SAP business system and associated peripheral systems.
Processed Return Material Authorizations in Enterprise Resource Planning /SAP business systems.
Customer Service Representative - Montreal, Quebec (February 2006 – January 2009)
Provided administrative services and advice to a broad range of customers on exclusive membership savings programs.
Responded to customers by phone and email to provide information, take orders as well as resolve any issues and complaints.
Marketing Diploma - Montreal, Quebec (August 2008 - July 2010)
Head Office Internship: Assistant Marketing Director at Aqua Di Lara
Obtained a variety of sponsors for an international media event
Communicated with international and local marketing directors
Prepared and distributed sponsorship proposals
Developed potential funding ideas
Somerset West Community Health Centre
HIV/AIDS Peer Educator - Ottawa (August 2003 – August 2005)
Provided advice and guidance through information sessions to African and Caribbean youth on HIV/AIDS prevention and awareness.