PROFESSIONAL PROFILE:

. Bilingual professional, with over 8 years of diversified experience in

Supply Chain, IT, P&C insurance, and Retail

. Strategic mind with in depth - knowledge of logistics and supply chain

processes

. Abilities to optimize business processes, maintain KPI's, and develop

sound client solutions in a matrix environment

. Aptitudes to build and maintain strong relationships with diverse groups

including vendors, clients, and management

. Strong communication, analytical and problem solving skills, applied to

logistics analysis and value chain assessment

. Detailed and results oriented with abilities to manage multiple tasks

simultaneously while adhering to tight deadlines

. Versatile team player with experience consulting with high - end

clients (IBM, GSK

KNOWLEDGE AND CORE COMPETENCIES

MS Office (Word, Excel, Access, Power Point), Visio Outlook, Lotus Notes,

Oracle, SAP, Cognos, EDI, JDE, GMP, MS Project, Windows Operating Systems,

ITIL, SDLC, Visual Basic, Crystal Reports, HTML, SharePoint, SQL,

Relational Database,

PROFESSIONAL EXPERIENCE

Bilingual Customer Supply Analyst TTI Canada (Milwaukee

Division) 05/2013 - Present

TTI Canada (Techtronic Industries Co): A world-class leader in design,

manufacturing and marketing of Power Tools, Outdoor Power Equipment, and

Floor Care and Appliances for consumers, professional and industrial users

in the home improvement, repair and construction industries

Responsible for total order management, this includes managing customer

orders from development to delivery, processing orders as required and

ensuring that product is invoiced accurately, delivered as ordered and on

time in order to meet key measures

. Provide support to Milwaukee customers and sales team across Canada and

responsible for processing orders received manually or through EDI while

continuously seeking for ways to improve customer satisfaction

. Manage customer inquiries, analyze and resolve customers claims, process

authorized returns within defined timelines and develop initiatives to

help reduce and eliminate reoccurring issues

. Develop and maintain strategic relationships with the DC, transport

carriers, and various key departments to ensure that customer's requests

are process effectively and on time

. Interact with customer business team by providing lead knowledge

relating to order management and delivery requirements, and also give

strategic leadership as required on logistic programs

. Effectively communicate to the customers any changes pertaining to their

orders and continuously seek for new challenges and develop sound

product knowledge

Bilingual Customer Supply Chain Analyst Gold Coast Trading

- Contract 06/2008 - 04/2013

Gold Coast Trading: Import business specialized in supplying exotic food

products to diverse multicultural wholesale and retail stores in US and

across Eastern Canada

Accountabilities span import/export administration, logistics management,

forecasting, procurement, vendor relations, process improvement and

planning to support business strategy and achieve target sales business

. Oversaw customer order process and served as primary point of contact

for all issues and after sales service resolution

. Managed all aspects of logistics, transport and timely distribution of

goods, while continuously searching for cost effective sourcing

strategies, researching and expanding supplier base

. Strengthened vendor relations through continuous focus on improving

inventory turn over rates; keeping abreast of needs thus boosting

distributions sales and optimizing supply and demands

. Successfully managed implementation of exotic products in diverse

Canadian grocers through market trends research thus enhancing flow of

products from 800 to 1400 tones annually across North America

. Administered filling and licensing renewal, tracking and monitoring of

cross-border operations, ensuring full compliance of government

regulations, thus reducing transport, logistics and administrative costs

. Participated in eliminating/minimizing reoccurring issues and

identifying initiatives to reduce cost and grow the business

Business Analyst Aviva Canada,

Scarborough, ON 12/ 2008

- 01/2012

Aviva Canada: 6th largest insurance company world wide with 2.6 billons

annual profit and 36000 employees, specialized in Property and Casualty,

offering home, automobile, recreational vehicle, group and business

products

Accountable for Personal and Commercial Lines Applications support,

undertaking complex Business IT initiatives and projects to ensure

successful delivery and implementation of monthly releases, while

interfacing with systems analysts, developers, testers in order to enhance

functionality.

. Developed and maintained strategic relationships with stakeholders

concerning new enhancements and changes

. Conducted JAD sessions or focus groups with IT stakeholders in order

to elicit and gather business requirements

. Liaised with technical teams ensuring clear communication of

requirements, designing and solution implementation

. Oversaw continued testing, monitoring and control of operating

activities according to defined scope and budget

. Managed vendor relations, offshore support team in order to meet

production requirements within defined SLA terms

Bilingual PC/LAN Analyst Aviva Canada,

Scarborough, ON 05/

2006 - 12/2008

Served as single point of contact (SPOC) to Aviva employees and brokers

across Canada, responsible for providing day-to day technical support on

issues relating to hardware, software, internet/intranet, network

connectivity and Aviva applications

. Investigated and resolved incoming requests or issues via email,

telephone for over 3000 employees, nationwide

. Improved first call resolution by 100 % within 6 months by applying

lean process improvement, expanded knowledge base, thus reducing

escalation rates by 25% (from 250 to 500/1000 yearly)

. Oversaw ticket assignments ensuring referral to appropriate level of

services while continuously improving team performances according to

industry best practices and complying with privacy legislation and

licensing requirements

. Championed creation and implementation of service desk knowledge base

thus improving department productivity

Bilingual Technical Support IBM Canada -

Contract

05/2005 - 05/2006

Supported TD Canada branches global IT infrastructure nationwide, ensuring

operational efficiency through optimal leverage technical strategies and

diagnostic tools to resolve complex hardware, software, operating systems

and network issues

. Investigated and analyzed incidents root-causes, while maintaining

database integrity, and managing escalations as needed, thus

maintaining high levels of customer satisfaction

. Commended for achieving highest success rate in customer satisfaction,

production support and SLA adherence

. Earned solid reputation for promoting knowledge transfer influencing

positive change and strengthening performance

Supply Chain Analyst GlaxoSmithKline - Contract,

Pittsburgh 07/2003 - 12/2004

GSK: 4th largest multinational pharmaceutical and consumer health care is a

world leading research and development company devoted to discovering new

and innovative medicines and vaccines for people around the world

Accountable for executing cost saving measures, reducing waste, ensuring

effective and efficient workspace organization

. Successfully coordinated inventory deployment, distribution planning

and replenishment of products from producing locations to three

regional distribution centers

. Assisted in implementing ad hoc initiatives assessments supporting

strategic and tactical business objective resulting in stock outs

reduction, optimized inventory flow and reduced deployment costs

. Earned multiple commendations for consistently exceeding stated cost

saving objectives

EDUCATION

Robert Morris University BSc in Information Systems

Management/Minor in BA Pittsburgh, PA

University of Toronto Lean Six Sigma Green Belt

Certificate In Progress

Seneca College Supply Chain Management

Certificate In Progress

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