Management Customer Service

********@*******.*** 613-***-**** (H) 613-***-**** (C)

May King

Profile

An energetic outgoing professional Business Operations Supervisor, Sales Administration Manager, Process Specialist, Order Manager, Billing Operation Manager and Customer Services Manager with over 15 years of proven results in business management, sales and service operation Excellent planner with proven abilities in accelerating growth and generating customer loyalty levels while managing process verticals with strong background in implementing process improvements and quality initiatives for desired performance levels. Strong people & project management Skills, capable of managing members having distributed skill sets, ensuring judicious utilization of resource as well as ensure skill upgrade, competence management, mentoring of the team members as well as maintaining TAT, quality, productivity and behavioral aspects of the team Professional Experience

Reference #4

Lenovo Canada (formerly IBM Canada)

Kanata Ontario

Nov 2011 – Oct 2015

Business Controls Lead / Business Operations Manager

• Lead cross-functional teams conducting business process analysis, users and system requirements for Business Process Optimization (BPO) and alignment

• Managed operations with view to achieve business objectives

• Provided operational control management and administrative support to the business unit by being responsible for organizational tasks of varying complexity

• Accountable for budgeting and tracking business unit operational capital, expense and resources support, compliance and system requirement

• Provided other operational support to the business unit leaders including compliance and internal control audit readiness, vendor qualification process support and agreement setup, inception billing/settlement, procurement support/vendor agreement, procuring resources support, asset management including R&D Laboratory equipment, hardware and software inventory, and office facilities management Projects & Accomplishments:

• Established capital and expense budget estimate and tracking system to provide updates consistently to the business unit leaders in driving cost and productivity benefits

• Supported procurement activities associated with the entire business unit operation including R&D Laboratory needs, managing the strategic service, rental and maintenance service agreement for testing equipment, as well as critical technical service / parts / components related to the new product development project

• Developed asset inventory list for R&D Laboratory equipment, site hardware and software to identify possible asset discrepancies and managing discrepancy resolution process to closure; procedure and process documentation; and asset reporting and measurements

• Engaged in Blade acquisition program in coordinating decommission of legacy networking and communication system and implementation of the IBM phone and power network system at office site (including R&D and Testing Labs)

Environment: Lotus Notes, BonD, SAP, ePipeline, Resources Management tool, Microsoft Office Suite (Outlook, Excel, Word, PowerPoint), Snag-it, MS Internet Explorer, Safari ********@*******.*** 613-***-**** (H) 613-***-**** (C) Reference # 3

Alcatel-Lucent

Ottawa, On

Mar 2008 – Nov 2011

Sales Administration Manager

• Responsible for delivering relevant business outcomes through process improvements by driving transformational and continuous improvement efforts that supported strategic initiatives

• Led and managed a group of Order Management and Billing Operation Administrators under Lead To Order Management Department

• Ensured highest standard of customer satisfaction and quality service, developed new policies and procedures to improve based on customer feedback

Projects & Accomplishments:

• Instrumental in successful transition of the Verizon Wireline Customer Team from US to Kanata, setting up the team organization and managing the group resources to ensure the business requirements are met.

• Took ownership of Key Performance Index (KPI) and results for the team by performing data analysis and review. Developed close connection with internal partners in participating in regular meeting for revenue recognition that made significant improvement on revenue flow process in clearing up tremendous volume of backlog orders

• Set up operational process to ensure implementation and compliance with policy and administration standard in sales incentive campaign

Environment: POorderlog, B2B, Ariba, SAP, Oracle, Resources Management Tool, Dashboard, SharePoint, CRM, Microsoft Office Suite (outlook, Excel, Word, PowerPoint), Visio, Snag-it, MS Internet Explorer, Safari. Reference # 2

Nokia Canada Inc

Ottawa ON

Mar 2002 - Feb 2008

Customer Service Supervisor

• Carried out the task of end to end order management regarding customers’ orders

• Planned the process effectively with overall responsibility for maintaining various process metrics and strictly adhering to the compliance procedures at all times

• Point of contact for resolution of a variety of GSS post-sales issues including, order management, service registrations via the Service Contract Center; support contract renewals or upgrades, other support contracts and software licensing issues, and general, non-technical customer support issues

• Ensured team cohesion and coordinated with the senior management on issues arising in the day- to-day operations including team performance, customer satisfaction ratings and plans for improvement Projects & Accomplishments:

• Key role in migrating order management function from US to Canada. Assigned to take care of large percentage of corporate customer accounts to support quotation process, contractual term and pricing, order booking, delivery scheduling and tracking, expedite request, invoicing /credit issues, stock rotation / product return, as well as to assist in A/R reconciliation issue

• Subject matter expert for Licenses backend process, resolved over 120 customer issues in a year and also provided support to other co-workers in the team for case closure ********@*******.*** 613-***-**** (H) 613-***-**** (C)

• Standardized, analyzed and documented business process requirement for order admin, which was deployed and implemented between Europe and US regions to improve consistency and to ensure Trade / SOX compliance

• Assigned as SAP key user to actively engage in various projects for system enhancements Environment: Siebel, B2B, Ariba, SAP, Business Object, Teamroom, Sharepoint, CRM, Microsoft Office Suite (outlook, Excel, Word, PowerPoint), Visio, Snag-it, MS Internet Explorer, Safari Reference # 1

Hewlett-Packard/Agilent Technology Inc

Ottawa, ON

July 1999 - Nov 2000

Customer Service Representative

• Carried out seamless sales and marketing activities in the North America region to achieve the assigned targets and procure new strategic accounts in turnaround time

• Evolved market segmentation & penetration strategies & identified key/institutional accounts and secured profitable business through channel sales

• Handled all aspects of order administration and customer service, from initial quoting, through order entry, factory build, delivery, installation, invoicing and acceptance, credit/return, and collection

• Ensured customer satisfaction by adequately addressing both long term and short term demands and needs both related to and beyond those of comfort, service, etc thus ensuring long term customer loyalty Projects & Accomplishments:

• Provided extensive support to wireless telecommunication sales district in selling of Access7 system Developed a specific quoting/ordering procedure with manufacturing division/third party suppliers, coordinating the delivery and system installation with application engineers, and preparing the regular order status report to update customers and field sales. This produced over $2 millions of sales in a year and gained customer satisfaction

• Gained solid knowledge required to manage the order process of Federal Government orders with exposure to a wide array of standing offer agreements

Environment: B2B, Ariba, SAP, Microsoft Office Suite (outlook, Excel, Word, PowerPoint), MS Internet Explorer, Safari Educational Background

Certificate in Financial Accounting Algonquin College, Ottawa FITT (Forum in International Trade)

Certificate

International Trade, Export/Import Compliance, Marketing, Business Communication

********@*******.*** 613-***-**** (H) 613-***-**** (C) Diploma - Management Studies Hong Kong Polytechnic University Key Courses:

Marketing, Operations Management, Report Writing, Principles Management, Management by Objectives, Management Essentials Organizational Behavior, Business Law and Contracts, Business Communication.

Professional Workshops Six Sigma, Yellow Belt, Nokia Inc, Ottawa 2006 Internal Auditing Techniques, Digital Equipment Corporation, Boston 1994

Canadian Export Control Seminar, Export Control Division External Affairs, Canada, 1994

U.S. Export Control Seminar, U.S. Embassy, Hong Kong and Washington DC 1991 and 1992

Skills and Attributes

ERP/MRP Expertise SAP R/3 Enterprise

Reporting Tools Business Intelligence, Web Intelligence Client Relationship Management

(CRM) Tools

SAP, Siebel

Soft Skills Training Leadership workshop

Coaching and managing

Job plan and development

Managing transition

Language Skills English, Mandarin, Cantonese, Shanghainese Competencies Operations Management, Customer Services Management Process Management, Order Management

Billing Operation Management, Procurement Management Sales Operation Administration

Key Performance Index/Reporting Metrics management Process Efficiency, Budgeting, General Administration Project coordination, Resource Planning

Customer Relationship Management

Team Management, Training & Development

Cross Functional Coordination

Digital Strategy and Social Media Newsletter Generation, Google tool website creation, Twitter, Facebook, Blogging, SKYPE, LinkedIn, Pinterest, Google+ Volunteer Work Ottawa Christian Chorale - Soprano

Contact this candidate