Customer Service Management

A

RON G. Lawrence ** Roblyn Way Ottawa, ON K*G *Z5 613-***-****

****.********@*****.*** aron.lawrence1 on Skype

"You miss 100% of the shots you never take" - Wayne Gretzky

Signature Strengths

Team Player and self-starter.

Strong customer service skills.

Effective interpersonal and communication skills.

Record of taking on new challenges.

Experience working with procurement procedures and practices.

Experienced in active operations environment.

Worked within ISO 9001 Quality Standards.

Results oriented, decisive, with a get-it-done approach.

Track record of driving operational improvements to increase productivity and reduce costs.

SAP, MAXIMO, GC Docs and other procurement, PO and vendor tracking systems.

Spearheaded new services for same day and critical parts delivery.

Direct interface with major Canadian air and ground cargo carriers.

Excellent customer rapport record.

Government of Canada security clearance: Secret Level 2.

Professional Experience

Ottawa Community Housing [January 2017 – present]

Procurement Coordinator

oReported to the Manager, Business Services.

oProvided procurement and contract administration services.

oEngaged in the documentation of client requirements, including client management and direct vendor communications.

oProvided data input to the OCH information systems including procurement tracking and analysis of OCH spending and vendor activity.

oExperience with ABW, Northgate and Merx Systems

NOKIA [November 2016 – December 2016]

North America Order Management Coordinator

oMaintained ownership and responsibility for all Purchase Order related issues to ensure customer satisfaction.

oWorked directly with customers while following established processes to accept or reject customer purchase orders based on contractual requirements, internal policy, and business feasibility.

oWorked directly with company SAP system and associated peripheral systems entering all customer PO data.

oMaintained electronic and paper files/records including purchase orders, change orders, part numbers, expedites, delivery challenges, etc. according to established procedures.

oPrepared customer and company reports and analysis as required.

NAV CANADA [September 2015 – July 2016 contract end]

Logistics Clerk

oResponsible for shipping and receiving of sophisticated electronic equipment

Populate the Shipping and Receiving data bases and notify customers accordingly

Pack and unpack electronic equipment test instruments and computers, etc.

Load and unload delivery vehicles by hand and/or by using a pallet truck

Contact the appropriate shipping provider to schedule pickups and deliveries

Deliver items to Air Canada Cargo via Company vehicle

Track all shipments to ensure shipping schedules

Ensure all shipments meet hazardous materials shipping regulations.

oResponsible for creation and delivery of all pertinent shipping documentation

Enter pertinent information into the automated shipping system to generate way bills

Prepare Customs paper work for USA and international shipments

Completion of Canadian customs paper work (B13 forms)

oResponsible for miscellaneous shipping activities

Send envelope sized items and boxes to various sites across the country

Department of National Defense [Short term contract May, 2015 to September, 2015]

Clerk Records Management

oReview existing manifest for each box of DND/CAF holdings.

oPrepare the DND 1790 form for all material destroyed as well as for the files transferred to LAC

oSegregate material to be destroyed by classification level for appropriate disposition. (re-cycle, shredding or burn)

oApplication of barcode labels onto fixed shelving system.

oInputting metadata into records management database(s) and processing files designated for putting away (PA) action.

oCreation of file jackets/labels, cross-referencing and placing documentation on appropriate files while reviewing files to ensure that documentation is correctly ordered (date sequencing errors, documentation incorrectly assigned to file).

oExperience with GC Docs

NAV CANADA [Short term contract October 2014 – December 2014]

Spare Parts / Material Management

1. Responsible for the inventory of material using MAXIMO inventory systems at the NAV CANADA Logistics Centre by:

Receiving, recording, processing, auditing, storing, and shipping

Maintain inventory stock levels using Min/Max analysis

Reconcile invoices from OEMs with shipping and receiving waybills

Perform cycle counting of stock held at the Logistics Centre

Ensure accuracy of database at all times

2. Ship stock from Logistics Centre to Maintenance Centres (physically and in database)

This includes the handling of fragile, expensive static sensitive, large and sometimes heavy parts and test instruments or test cases

Ensures shipment is complete, items properly secured in container, and package adequately labeled and accompanied by the necessary packing slips and other documents

Enters data relevant to shipments for tracking purposes and maintains record of incoming and outgoing shipments at all times

3. Receives stock from suppliers or maintenance centers (physically and in database)

Unpacking shipment and checking contents against packing slip for equipment model and serial numbers

Accept material in database

Examines shipments for any signs of damage, or shortages and ensures any evidence of damage or short shipment is noted on the bill of lading and certified by the carrier

4. Performs other related duties such as keeping the storage area clean and efficient to ensure

Ease of retrieval and the conduct of the inventory count.

5. Experience using MAXIMO inventory systems.

Braden Barrie Expediting [Short term contract June 2014 – July 2014]

Front Line Service Administrator

oAirport Freight Expeditor

oCompleting airways bills for Canadian North Cargo

oEnsuring that all Canadian Customs paperwork completed

Defense Research Development Canada [October 2013 – May 2014 Contract end]

Supply Technician

Shipping and Receiving

oVerification of incoming shipments

oShipping of outgoing material (customs paperwork, packing slip verification)

Materials Management

oLife cycle for materials management

oExperience using SAP (DRMIS Defense Resource Management Information System)

oVerify incoming purchase order

oSend material out for repair

oDisposal (e-waste, Computers for Schools, placing Crown assets on Crown assets web site)

Asset Management

oInventory control physical verification

oOversee R&D contract that includes material out-on-loan

oAsset transfer

SCI Group [2006 – May 31, 2013] Ottawa, Ontario

Progistix is a leading third-party logistics partner for companies requiring sophisticated field service logistics, critical parts networks and transportation management solutions.

SCI Transportation Management Progistix - Solutions Inc. September 2012 to May 2013

Team Lead Purolator Same Day Network

National someday courier service

o5 direct reports

oDirected courier vendors at every major city across Canada

oBooked cargo space with Air Canada and WestJet

Dealt with Customers complaints

oResolve / Investigate on an ongoing basis (Credit card billing/Direct Drive/NFO quotes/Customer complaints)

Held weekly performance meeting with Purolator

oRan weekly performance reports

Responsible for ensuring that processes, and changes, are effectively deployed to ensure continuity of operational performance and client satisfaction

Member - Continuous Improvement Team

oMet cost savings goals 5 years in a row

oProvided training to Same day Operations team to ensure they have the knowledge to carry out their roles effectively and efficiently

oCoordinated internal operational reviews to work operational gaps and product enhancements

SCI Logistics

Critical Parts Network Manager 2010 - 2012

Responsible for critical parts delivery for Xerox, Alcatel, Irving Oil, Morpho Detection Inc., Motorola BCS, Cisco Systems, Polycom, Roche Diagnostics

o99% monthly inventory accuracy at all locations

oMet 99% on-time delivery rate

Interfaced with 22 warehouse sites across Canada to provide 30, 60, 90 minute or next flight out delivery service.

Managed inventory on SAP, Corrected SAP system issues, dealt directly with customers.

Directed monthly meetings with customers to insure that all their goals and issues were being dealt with.

Held monthly meeting will all warehouse sites across Canada.

Adecco Employment Services Ltd. [2006 – 2010] Ottawa, Ontario

Adecco is a leading staffing agency providing temporary and contract staffing, permanent recruiting and managed services.

Transportation Planner –- Progistix - Solutions Inc. (SCI Group) Financial Institution Courier Services Division [2006 – 2011] Ottawa, Ontario. FICS is Air Canada and WestJet’s largest cargo contracts and moved 2.5Mkg of material a year.

Facilitated daily network monitoring of time sensitive materials.

Direct daily interaction with diverse customer base.

Coordinated the shipping and delivery logistics of time sensitive banking material in a same-day transportation network.

oMaintained daily contacts with air carriers / ground carriers across Canada.

oBook and confirm shipments with carriers as appropriate

Directly booked cargo space with both Air Canada and WestJet

Pre-booking of cargo space on Air Canada flights using Cargo Portal Services.

Used various software applications to proactively monitor and control shipments.

oUpdated shipment status information for track and trace capabilities.

oConducted incident reporting on behalf of clients and management – research / creation / management / reporting / service control / follow up.

Analyzed statistical data to measure on-time delivery performance. Extrapolated data to determine quality levels and solicited client feedback for determining methods of service improvement.

Consistently followed quality control procedures.

Excel HR [2005 – 2006] Ottawa, Ontario

ExcelHR is a recognized leader in the delivery of recruitment and staffing services in Ottawa, Toronto, Vancouver and Calgary.

Short Term Contractor

Finance Dept. Liberal Party of Canada

oAdministration services

Information Technologies Dept. Canadian School of Public Service

oTechnical support

Giant Tiger Canada

oAssistant buyer

oExperience with AS 400 inventory system.

Alasko International [2004 – 2005] Montreal, Quebec

Alasko International is an importer and exporter of frozen fruits and vegetables.

Buyer

Sourcing of product from various countries including China, South America and the USA

Front line phone sales support

Various Information Technologies assignments

Intermap Technologies Corporation [1998 – 2004] Ottawa, Ontario

Intermap Technologies is a CDN $40m public company providing digital mapping products and services to companies, governments and development agencies around the world.

Web Specialist [2001 - 2004]

Updating and maintaining internal web site using HTML language

Sales support - creation of marketing CD’s using Flash and HTML language

Developed plug-in to Microsoft Flight simulator

Various Information Technologies assignments

Creating Investor Relations multi-media products

eLearning Web based training assignments

Sales Support/Marketing Assistant [1998 – 2001]

Data processing

oHeads up vector collection

oArc edit clean up

oMapInfo products creation

In charge of shipping final product to client

Marketing Assistant

oMarketing research

oProducing marketing material

Various internal customer service activities

Education and other Credentials

Algonquin College Ottawa ON 2002

Web Development Certificate

Macromedia Dreamweaver Certificate

Macromedia Flash Certificate

Macromedia Fireworks Certificate

Other Training

Lean Learning and Development - 2012

Alchemy of Leadership - 2012

How to Deal with Difficult Conversation - 2012

CIFFA - Air Cargo Security General Awareness Training - 2012

CIFFA Authorized Cargo Representative Training Program (ACR) - 2012

Hazardous Material Handling

Algonquin College, Ottawa ON 1996 – 1998

1.5 years Business Marketing

Canadian Seceret Level 2 Security Clearance 2013

Number available on request

Loyalist College Bellville ON 1994 - 1995

1 year Advertising Course

Other Software experience

Mapinfo

Microsoft Office Suite

Photo Shop

Hobbies and Interests

Ottawa Senators Hockey, Golf on Sunday, Music, Movies

Contact this candidate