Customer Service Project

Mrs. Susan Manning

**** ******** ******* **, ********, Ontario K0K 3E0, Home#: 613-***-****

Objective: Study and analyze operating practices to improve work flow Incorporate TQM

practices to benefit the company on their bottom line, service quality, product quality, and

customer/employee satisfaction.

Work Experience:

Apple Wolf Farms: Owner

Research different methods to maintain orchard in an pesticide free environment. Track

expenditures, as well as market potential produce.

Sears Corporate Head office

Customer Service Corporate Head Office Belleville

Handle all second level escalated calls: authority to offer compensation. Provide product

and service details to customers as well as up sell these services and products and

special promotions. Track issues and recommend process changes to reduce re-

occurrences

Canada Post Corporation

Position: Supervisor

Supervise shift and organized employee workforce of anywhere between 15 to 80

individuals on any given day. Engaged employees to promote better work performance

and production. Made suggestions to improve work flow and cost cutting measures that

were adopted and continued to show positive results. Left employment of Canada Post as

purchased the apple orchard and was unable to transfer to the area.

Contract consultant.

Consulted in computer related functions/fields. Utilized PC skills and software skills and

management skills to assist companies to grow and prosper.

- Taught time manage (in some cases using software as the teaching tool)

-end user support

-assess/revise jobs then write manual to explain new procedures

-assess and install hardware and different software packages

-assess possible needs for upgrades on equipment

-freelance graphic artist

-marketing & sales promotions

-customer/employee surveys

-Yellow pages / White pages advertising - design and layout

-bulk and special mailing in-house and outside source

-insurance needs assessment, safety precautions, loss prevention

-Web development, design and research

-Accounts payable and receivable and payroll

-Purchasing - MRP, JIT

-Quality control management

-participated in ISO 9000 Training /Human resources training / and various other needed

skills

Kraft General Foods Canada Inc.

Position: Purchasing Associate

-Purchased print, film, premiums

-tracking of various budgets on different product lines

-negotiated pricing and deliveries

-plan orders based on usage or project requirements dates

-monitor supplier performance

-coordinate corporate discounts with suppliers

-liaison with suppliers, marketing managers to ensure correct instructions and work

completed

is understood between all parties to minimize errors

-inventory tracking and stock replenishing on speciality items held in stock

Honeywell Limited (ATC)

Position: Project Administrator

Project Cost / Schedule status and reports

-ensure that the time recorded, earned value and accounting reports were accurate and

had been properly authorized and that the program schedules, baseline, resource

allocation and monthly projects status reports, accurately reflected the project status.

Program Management Support

- participated in the production of the Work Breakdown Schedules and related

organizational documents.

Developed and maintained management schedules

-monitored and maintained systems such as various charts and network schedules as well

as record and report on the cost and schedule variances on projects.

Software Documentation Coordinator

-liaison between the software engineers and configuration management. Maintain a

computer database for recording and tracking the status of military standard software

design documents, plus test specifications. Ensure that the standards for preparation are

met.

Problem Reporting

-collect, log, distribute, track, and maintain a database for problem reports associated with

projects. Have the authority to expedite action.

Software Librarian

-responsible for software revisions control and version packaging and software generation

procedures.

Vehicle fleet management

-control and manage the ATC test van, as well as the driver

Technical Writing

-assist project engineering personnel by beta testing script converted engineering

documentation to acceptable Military Standard formats.

Lanpar Technologies Inc:

Position: National Service Administrator

-monitored and updated office procedures

-handled problem accounts

-statistic and logistic information

-department budget

-wage studies

-final control for revenue booked

-audit and restructured main Toronto branch for sale

Movenpick Restaurants

Position: Assistant to the Controller

-accounts receivable

-accounts payable

-daily revenue

-back-up for administrator

-updating of customer accounts in respect to credit line

-balance bank statements

-assisted in maintaining the general ledger

Worked 10 years in insurance as commercial lines, personal lines underwriter, details can

be provided.

Education:

Diploma, Commercial Arts, Central Technical School Toronto

Secretarial and Office Practices - Eastern Commerce Toronto

Time Management Course, Project Management, Train the Trainer, Writing Course,

Customer Service, Presentation Skills, Empowerment Course, Total Quality Training

Course, Configuration Management Course, Accounting Course - Basic and Advances.

Knowledge of the following software:

Lotus, Symphony, Viso, Freelance, PowerPoint, Multimate, MacDraw, MacProject,

Wordstar 2000, Excel, Microframe/Control, Primavera, Harvard Project/graphics,

PageMaker/Ventura,

MS/PC Dos, WordPerfect, SAP DBase III + Programming, SCO XENIX - UNIX, Lan

Servers, Networking - Novell Time Line, Claris Works, Dreamweaver, Works Suites,

Simply/Accpac accounting, Norton Utilities, Lubesoft, Lotus Suites, Photoshop, ACT,

Purolator software, Prof's, Windows software, Internet - Front Page, Acrobat, MSOffice,

MSProject.

Interest: skiing. reading, artwork, dancing

Personal: I am in good health.

Contact this candidate