ALICE LUDIAZO-NSONA

* ****** ******, *********** ** N0E 1S0

Email: ad1dvm@r.postjobfree.com

519-***-****

PROFESSIONAL PROFILE

More than 10 years successful experience in Customer Service and support with recognized strength in account maintenance, problem-solving, sales, staff support, and planning, implementing proactive procedures and systems to prevent problems.

Excellent working knowledge of Microsoft Excel, Microsoft Word, PowerPoint, Outlook, SAP.

Ability to train, motivate, and supervise employees

A team player, acknowledged as “Total Quality Customer Specialist”

Developed plan, conduct audits and variance analyses, and maintain and updated accurate inventories

Excellent oral and written communication skills in English and French.

10 years management experience in a non-profit organization

Oversaw the plan and implemented of a family services program that feeds the less privileged and supplies them with basic essentials.

Designed, sourced for funds, and implemented a program that sends less privileged mothers and their children to summer camps.

Expanded, structured, and managed the warehouse for donated goods.

Data entry with a typing speed of 40 wpm.

Maintain order support and communications between sales, service, customer and

Corporate to assure that the customer requirements are fulfilled.

Coordination of service orders and related inventory transactions controlling parts and accessory transactions for specified service areas.

Respond to phone calls/ emails in French and English.

Assess level of urgency and understand the company process.

Dispatch technicians, schedule routes and coordinate appointments.

Translating from English to French related documents for the company’s website.

Receive and process orders and order changes from Internal and External customers via telephone, fax, email, E.D.I. and C.I.M.S.

Ensure efficient and accurate input of orders into SAP using several parameters including inventory data, logistics and customer specifications.

Monitor and follow-up on outstanding orders.

Handle all other customer requests: samples, orders, product information.

Write QNOTES when required.

Maintain open communication with all external and internal customers at all locations.

Liaison with customers, sales, dispatch, and order coordinators to ensure timely and accurate delivery requests.

PROFESSIONAL EXPERIENCE

Homewood Health Inc.

Bilingual French Intake Counsellor January 2022- April 2023

Respond to client telephone and web requests for counselling within established standards by collecting

demographic information, determining level of current risk, and explaining the process to the client.

Elicit sufficient presenting needs of the client at intake to ensure the best match with counsellor.

Enter client registration data into the electronic records system while responding to the intake telephone call.

Manage crisis calls and ensuring risk assessments and safety planning.

Provide resources to ineligible clients.

Within established guidelines, offering expediently scheduled appointments to clients who request telephone

counseling (using centralized booking system).

Respond to client complaints or challenges regarding EAP services or eligibility.

Forward unresolved client concerns to a supervisor

Provide client/case information to clients

Verify client eligibility and ensuring entitlement for clients

Advise Clinical Processes Administrator of entitlement issues

Access client files

Track any changes and updates on client files

Follow up on pending client cases

Liaise with regional Client Services teams to coordinate appropriate clinical care

Advise CS/CSC management team of any At Risk clients

Konica Minolta Canada

Bilingual French Customer Care April 2019-May 2021

Act as part of a successful Call Centre by responding to customer requests and interfacing with field staff to ensure service is provided in a timely manner.

Receive calls from customers in need of service. Verify equipment and location and record information in dispatch system

Schedule and dispatch technicians to customers based on priority

Remain in constant communication with Field Supervisors and Technicians via radio and telephone

Assist customers with minor problem solutions

Input records of repairs, parts, type of service performed, distance traveled, and time required for each job

Receive and input all toner requests from customers

Support and maintain designated service areas

Liaise with sales, shipping and administrative staff

Must follow policies and procedures set forth by Konica Minolta Business Solutions

Perform other relevant duties as assigned by Management

Salvation Army June 2018-August 2018 (Volunteer)

Summer Camp Helper

Organizing kids’ activities according to their ages

Preparing healthy snacks for all group ages

Individual and group counselling session as required

Regal Home and Gifts Feb 2018-March 2018 (Contract)

Bilingual French Customer Service

Deal directly with customers and sales reps by telephone and electronically

Respond promptly to product or service inquiries

Handle and resolve complaints/concerns in professional and tactful manner

Obtain, evaluate and communicate all relevant information to handle inquiries

Prepare and submit call and email activity reports to manager as per instructed

Maintain customer databases and other administrative processes

Follow up on customer interactions

Enersys Canada Inc.

Bilingual French Sales Coordinator July 2017-Jan 2018 (Contract)

Maintain quote/order logs for designated service and sales personnel.

Service/Sales support including, but not limited to, general follow up, order worksheet write-ups

Gathering documentation for sales order submission (service reports, credit applications, tax exemption certificates, Purchase Orders, revised Purchase Orders, etc.).

Participates in physically inventory once per year minimum, including reconciliation.

Sales order management – Entry of sales order as quote, provide order status, scheduled ship date, actual ship date, pro number, proof of delivery, etc. (Cradle to Grave)

Proactively assist in resolution of order related issues – Credit Blocks, Will Advise addresses, and Past Due shipments, Rejected orders, etc.

First contact for freight damage, product returns, credits, parts shortages, etc.

Complete Quality Alerts and work with Customer Service Representatives to bring to resolution.

Follow ISO procedures and Document Control in regional offices.

Provide general administrative support, including but not limited to, typing of letters, quotes, and special projects as needed.

Evoqua Water Technologies June 2016-June 2017 (Contract)

Bilingual French Customer Support

Answering telephone calls, faxes or emails from customers who are requesting service calls, parts ordering, and product information.

Monitoring customer service inbox and distributing, forwarding emails to the appropriate department.

Placing customer’s order through SAP.

Following up on orders, issuing credit.

Assigning and contacting technicians for urgent calls

Communicating with customers both English and French, asking probing questions to ascertain the extent of the problem.

General office duties including filing, faxing, scanning, reporting and administration.

Peel Children’s Aid Society (Temp agency) October 2015-February 2016

Bilingual French Receptionist

This position provides courteous and efficient facilitation of staff and visitors to an active, high volume, reception area; expedites the steady flow of internal and external communication, such as visitors, clients, staff, messengers and delivery services.

Greets all visitors in reception area, determines the purpose of visits and refers to appropriate personnel. Maintains responsibility for projecting a positive, professional image to the community as the first point of contact with the Agency.

Shade O Matic

Bilingual French Cust. Relation Specialist Sept. 2013-Dec. 2014 (Full Time)

Handling inbound and outbound calls in a fast pace from French (Quebec) and English customers.

Processing orders from fax, email and by phone in a computerizing data base (Epic).

Helping customers with trouble shooting (my blind doesn’t go up or down properly, the blind’s remote control doesn’t work or one of the blinds is not programmed properly) for specific products.

Handling customers complains and processing credits, remakes, quality inspection and repairs in a timely manner.

Checking and follow up on customer’s order status.

Checking stock availability.

Transferring calls to the appropriate department.

Processing French customers’ payment.

SALVATION ARMY June 2004-July 2013

Family Services Director (Social Services)

Implemented and managed a computer database record of client’s information.

Coordinated assistance to needy families (foods, counseling, referrals).

Handling 80% of incoming calls from various customers, donors, and general inquiries in a fast pace.

Responsible for the job performance evaluation of the employees and volunteers assigned to the program, including individuals on community hours.

Supervised and coordinated student’s placement program.

Liaised with the various levels of governments, organized seminars, presentations, and marketed The Salvation Army programs to individuals, corporations for funding.

Managed the outreach finances including prompt payment of expenses and providing timely financial statements.

Designed, arranged, and coordinated special events.

GEMMA COMMUNCATIONS August 2000-May 2004

Bilingual French Call Center Agent

Increased customers base of company by aggressively marketing financial services products (credits, life Insurance) to individuals and corporations.

Compiled, processed, and entered new client’s information in a computer database

Monitored client’s financial activities to facilitate problem resolution to increase customer satisfaction

Developed, led, scheduled appointments, identified customer needs, and marketed appropriate products and services.

NATIONAL BANK July 1996 - August 1999

Bilingual French Credit & Collections Analyst

Identified overdue accounts and performed collections for the assigned group of clients

Reconciled customer accounts for accuracy and resolved discrepancies

Issued prepaid invoices and collected for the prepaid clients

Assisted in extending credits terms and setting up the payment plans within established guidelines

Assisted in credit evaluation of new accounts

Weekly reporting on outstanding balances and discrepancies

Assisted Sales Department to ensure customer accounts are billed correctly

Initiated credit notes, refund and write offs.

EDUCATION AND TRAINING

Medical Office Administration 2014-2015

CDI College

Certificate (Human Resources 101 Training) 2008-2008

Bachelor Degree (Business Administration) 1993-1999

University Of Kinshasa, DRC

Reference Available Upon Request

ALICE LUDIAZO-NSONA

4 Palmer Street, Teeterville ON N0E 1S0

Cell: 519-***-**** Email: ad1dvm@r.postjobfree.com

Dear Mr. Sukhi Hansra,

I am expressing interest in your job posting. I believe my experience and education will make me a competitive candidate for this position.

The key strengths I possess for success in this position include but are not limited to, the

following:

A confident, driving individual who reacts quickly to change.

Strive for continued excellence.

Strong communication skills.

Self-starter and detail oriented.

Eager to learn new things and extremely organized.

Technologically Inclined

Passionate about mental health

You will find me to be well-versed in English as well as French, energetic, confident, and personable, the type of person whom you can rely on. I also have a wide range of experience, the type that gives you the versatility to place me in a number of contexts, with confidence that the level of excellence you expect will be met.

I believe my qualifications would make me an outstanding asset to your organization. My resume provides further details on my background and accomplishments. Realizing that this data cannot adequately convey my personal strengths, I would appreciate the opportunity to meet with you.

I have read the instructions contained in the job posting and have followed the instructions.

Sincerely,

Alice Ludiazo

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