Customer Service Representative

IFEYINWA HUNDEYIN

Mobile: +1-204-***-**** Email: *********@*****.***

Profile

A specialist with over 6 years of experience in Contracts and Procurement services for materials in large enterprise systems.

Several years of Banking experience.

Extensive experience eliciting, analyzing, and documenting procurement contractual artifacts.

Excellent communication skills and extensively facilitating large groups of internal and external clients through workshop and conference bidding.

Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections, through empathy and emotional intelligence.

Efficient usage of MS Office Suites, MERX,SAP Ariba, SAP Enterprise Resource Planning (ERP) Software, Masterpiece, HOMLS, Heronrold, ECO, and SharePoint.

Core Competencies

● Vendor Relationships ● Process Optimization ● Organization ● Tracking Budget Expenses ● Stakeholder Engagement ● GAP Analysis ● Customer Service Skills● Critical and problem solving skills ● Documentation Skills ● Supply Management ● Negotiation skill, ● Interpersonal skill ● Project Management ● Written Communication Skills ● Delegation ● Risk Assessment ● Team Building ● Presentation ● demand planning and spend analysis skills

Professional Experience

Procurement Specialist (Full time) Nov 2023 - Date

Government of Manitoba -Manitoba Housing

Preparing and issuing public tenders for goods and services including interviewing, negotiating, evaluating, and awarding contracts

Organized meetings with stakeholders and suppliers to ensure adequate work environments.

Administered contracts and supplier performance management programs.

Enter appropriate information from forms and documents to online systems, using available tools and resources.

Enforcing procurement policies, procedures, and contract obligations using Canada Free Trade Agreements.

Provide research and input into the financial sourcing aspects of contracts and calls for tender when information is not readily available

Professional Experience

Examiner & document processing Clerk (Full time) Feb2021-Aug 2022

Canada Revenue Agency

Review returns, forms, correspondence, and related documents to ensure identification data is correctly completed.

Enter appropriate information from forms and documents to online systems, using available tools and resources.

Provide general information and explanation to taxpayers, benefit recipients, and/or their representatives.

Contact taxpayers to resolve pending tax-related issues.

Customer Service Representative ((Full time) Oct 2018 – Jan 2021

Market Force Information, Winnipeg, Canada

Worked as a secret shopper to observe, measure, and evaluate employee customer service and upselling abilities.

Entering data by logging correspondence and exchanging conversations with the customer service representative.

Record and report to headquarters employee name, time of store departure, and details of the compliance check.

Provide feedback by writing reports about the shopping experience which could form insight for better decision-making.

Help businesses increase sales by assisting in improving customer service awareness.

Follow up on resolutions with emails/or customer call-backs.

Work within a team to find solutions and alternative options.

Responsible for being aware of all project parameters necessary for a valid report.

Visit clients’ stores online to ensure they are complying with service level agreement (SLA).

Procurement Specialist - Contracts & Procurement (Full time) Aug 2012– Sept 2018

Total Energies. Lagos, Nigeria.

Reviewed Request for Quotation (RFQ) submitted by vendors.

Coordinated the company’s supply chain needs and ensured they were met in a timely and cost-effective manner.

Recommended procurement strategy and best methods to source material and services according to technical specifications.

Participated in contract negotiation and renewals.

Launched call for tenders (CFT) using the ARIBA platform.

Analyzed the technical evaluation criteria and commercial bids, recommended and awarded the tender to the best bidder according to company rules.

Maintained and managed inventory of supplies and materials on SAP.

Forecasted and advised stakeholders when to make purchases as needed.

Good relationship with stakeholders and customer service

Placed and tracked orders with vendors.

Verified purchase requisitions by comparing items requested to the master list and clarified unclear items by recommending alternatives.

Forwarded available inventory items by verifying stock, and scheduling delivery.

Prepared purchase orders using SAP MM and verified specifications and prices; obtaining recommendations from suppliers for substitute items; obtained approval from requisitioning department.

Identified opportunities for improvement and resolve procurement challenges in a team environment.

Authorized payment for purchases by forwarding receiving documentation for payment processing using UNISUP.

Kept information accessible by sorting and filing contractual documents.

Provided purchasing plan and control of information by collecting, analyzing, and summarizing data trends.

Achieved 95% improvement on business deals by reducing purchase cost with gains from 3% to 8% profit margin.

Consumer Banking Group – (Full Time) Dec 2006 – Aug 2012

Fidelity Bank Plc. Lagos, Nigeria

Product champion of the Affinity Banking Group

Customer relationship management

Developed strategies for a business alliance with other business units

Identified business opportunities and develop unique value offering

Designed and Implemented market penetration retention strategies for Affinity Banking

Facilitated products awareness campaign and training of business officers bank-wide on target market, and value chain approach to win the market.

Point of sales (POS) terminals deployment

Supported the deployment of Internet Banking platforms to SMEs

Monitoring of off-site ATMs

Fidelity E-pay and Eduportal

Fidelity Easy Assets Leasing Scheme

Fidelity Payroll Banking and Salary Advanced Scheme

Other Specific Banking Projects

Successful winning of Affinity banking customers in major consumer clusters.

Deployment of Edu-portal school platforms to major schools and higher institutions in the country.

Successfully bridging the gap between the MFBs (Microfinance Banks) with the commercial banks, through third-party cheques.

Education

Diploma- Supply Chain Management and Logistics Oct 2022 – Sept 2024

Herzing College, Canada

Supply Management Training – SMT Diploma Oct 2022- Sept 2024

Supply Chain Canada

BSc (Hons) in Business Administration April 2000 –Feb 2005

University of Lagos, Nigeria

Others

Technical Skills: MS Office Suite, SAP MM Module, Ariba, MERX, Masterpiece, Kimoce, SharePoint 2012, Office 365, Skype for Business (Lynx), MS Project 2013, Finacle, In contact-ring central, AVAYA

Training:

Preventing harassment in the global workplace 2018

Global privacy and information security 2018

Global ant-bribery 2018

Developing competition law reflexes 2017

SAP Ariba 2013

Contract and Procurement tools user SAP – Decentralized Buyer 2013

Supply chain fundamentals – Basic level 2012

Prevention of corruption 2012

Basic first aid 2012

Fire safety awareness 2012

Basic marketing and selling skills 2009

Conflict of interest declaration

Health, Safety, and Environmental Awareness

Preventing psychosocial risks

Prevention of corruption

Play fair-developing competition law reflexes

Contract & Procurement fundamentals

Memberships:

Supply Chain Management of Manitoba (SCMP) -Member

Chartered Institute of Purchasing & Supply (CIPS) Student member

Chartered Institute of Bankers of Nigeria (CIBN) - Member

Institute of Chartered Economics (ICE) – Associate member

Unpublished Research and Reports

Effect of training and development on employees’ performance in the Banking industry

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