PROFILE

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

PROFESSIONAL EXPERIENCE

Check Point Software Technologies

Hardware Specialist – Kanata, Ontario (March 2018 – March 2019)

Responsibilities

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.

Honeywell Aerospace

Customer Service Analyst – Kanata, Ontario (October 2017 – Feb 2018)

Responsibilities

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.

Simons

Stock Handler- Ottawa, Ontario (July 2017- August 2017)

Responsibilities

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)

Responsibilities

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)

Responsibilities

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)

Responsibilities

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.

Memberworks Canada

Customer Service Representative - Montreal, Quebec (February 2006 – January 2009)

Responsibilities

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.

ACADEMIC BACKGROUND

LaSalle College

Marketing Diploma - Montreal, Quebec (August 2008 - July 2010)

Head Office Internship: Assistant Marketing Director at Aqua Di Lara

Responsibilities

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

LEADERSHIP EXPERIENCE

Somerset West Community Health Centre

HIV/AIDS Peer Educator - Ottawa (August 2003 – August 2005)

Responsibilities

Provided advice and guidance through information sessions to African and Caribbean youth on HIV/AIDS prevention and awareness.

Contact this candidate