Customer Service Representative

ZAHRA OULKFIF

****-*** ********* ****** ****, Toronto, ON M4X 1G7 C: 647-***-**** E: *******@*****.***

Multilingual Customer Service Representative

Qualifications Include:

Possess Bachelor of Commerce Degree and Business Management Certificate from York University and current member of Institute Supply Chain Management

Strong professional communication skills in English, French and Arabic

Understanding customers needs and responding in a professional and courteous manner

Ability to handle very stressful situations resulting from high volume of requests

Strong management experience in managing functional activities and tasks through direct reports, managerial planning of complex acquisition initiatives, integrating support activities

Proficient in cost benefit and business analysis; possess excellent analytical and problem solving skills

Proficient in MS Office applications, advanced level in Word, Excel, PowerPoint, Internal Systems, SAP and ERP/JD Edward software applications

CORE COMPENTENCIES

Forecasting and Cost Analysis Contract Negotiation Problems solving

Project Management Client/Customer Relations Fluent in English, French and Arabic

Negotiation Abilities Sourcing Management Organizational and multi – tasking skills

PROFESSIONAL EXPERIENCE

Purchasing coordinator, Varun Beverages Morocco (Pepsi Co.), Casablanca, Morocco 2011

Developed and implemented purchasing policies and procedures for the organization

Cultivated strong relationships with suppliers of raw materials and spare parts; provided information and assisted teams in identifying and selecting material and service vendors

Actively interfaced with the stakeholders

Determined contract terms and conditions with suppliers

Improved and optimized supply chain operations

Created and maintained a positive and enthusiastic team atmosphere

Worked with multi-functional project teams to develop and executes appropriate procurement plans

Conducted interviews and hired new staff when required

Participated and managed projects

Key Accomplishment:

Maintained budget for the department; increased savings by 60%

Achieved an inventory cost savings of $700 000 Canadian through redefining material specifications, volume discounts and a new supplier selection process

Purchasing Process Specialist, Les Eaux Minerales D’Oulmes (Pepsi Co.), Casablanca, Morocco 2010-2011

Established and reviewed the purchasing process and its development tools

Determined the product’s specifications

Processed claims against suppliers and evaluated suppliers and sourcing processes

Supported the development of purchasing IT and project (EXP: BI)

Developed, implemented and managed the areas policies and procedures processes

Key Accomplishment:

Increased savings by 30 % without changing technical processes through new sourcing

Senior Procurement Specialist, Les Eaux Minerales D’Oulmes (Pepsi Co.), Casablanca, Morocco 2005-2010

Monitored the inventory of raw materials

Participated in negotiation and procurement strategies with suppliers

Prepared reports delivery and status updates

Determined the procurement delivery schedule and calculated the real cost for raw material

Worked closely with overseas suppliers and coordinated all overseas shipment

Identified missing supplier information and updated information accurately in SAP

Worked well with assigned internal customers and suppliers using constant professional communication during each transaction

Resolved urgent issues and researched appropriate information to reach decision on non routine issues

Identified sources for product/service in support of customer requests in a timely manner

Ensured proper product selections, matched and/or alternatives at the best possible cost

Key Accomplishment:

Reduced and prevented dead and ailing inventory by 7%

Buyer (Spare Parts), Les Eaux Minerales D’Oulmes (Pepsi Co.), Casablanca, Morocco 2003-2005

Issued purchasing orders according to customer needs

Provided customers with market information (e.g. bid estimates, pricing trends, availability of goods)

Monitored progress of delivery schedules and ensured timely delivery; provided status information on all outstanding requisitions

Monitored customs clearance and resolved complex problems when required

Maintained accurate order controls and accurate product and supplier records in database

Maintained accurate supplier costing records in SAP

Customer service representative, Ingelec Company (Electrical Industry), Casablanca, Morocco 2002-2003

monitored progress of delivery schedule

Provided excellent customer service while responding to all inbound inquiries including; application processing, account updates and website inquiries

Dealt with commercial department by giving them the global cost, and sourcing process

Worked with research and development with respect of new product availability and procurement

Participated actively in departmental initiative to improve processes and service levels

Demonstrated leadership skills within the team as well as interaction with others on projects and initiatives

Act as the customer liaison within the organization by communicating with the various departments within the organization on behalf of retail customers

Investigate and evaluate all credits and penalties to determine their validity and issue credit notes accordingly

Delivered quality service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate options/solutions

Achieved targeted goals and Objectives

Monitored inventory levels

EDUCATION

Business Management Certificate, York University, Toronto 2015

Project Management Certificate, Toronto District School Board, Toronto 2012

Bachelor’s Degree of Commerce, Haute Ecole Du Commerce, Meknes, Morocco 1997

(Evaluated as a Bachelor's Degree from World Education Services)

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