Customer Service Inside Sales

Key Strengths & Qualifications

Exceptional experience in market research analysis

Superior client and supplier relationship management

Considerable cost value analysis/ savings analysis experience

Expert data-driven business analysis skills in validating and analyzing complex data.

Vast knowledge of strategic procurement processes and strategies both in the private and public sector.

Exceptional time management skills with remarkable multi-tasking ability adhering to strict timelines.

Superb presentation skills, communication skills and interpersonal skills.

Knowledgeable of bid tendering sites (Biddingo, Ontario Tenders Portal (OTP)

Advanced experience with Microsoft Office (Word, Excel, Power Point, Access & Outlook)

Professional Experience

Plexxus Formerly COHPA (Central Ontario Healthcare Procurement Alliance)

Contract Assistant, GPO

April 2017 – Present

Perform Market Research and Analysis, identifying new opportunities for cost savings and increased service levels.

Conduct Hospital landscape reporting using Horizon Business Informatics (HBI). (both current and previous usage)

Work collaboratively with the GPO portfolio team through the contract commitment process and relevant contracting activities ensuring active and expired product and service contracts are administered proactively and meet implementation deadlines.

Update and maintain the contract management system in the McKesson Supply Chain Management (MSCM) module to ensure the data is current and accurate:

Create new contract records.

Track special savings (Rebates, signing bonus, educational funding.

Monitor and action HealthPRO updates accordingly.

Respond to and investigate general inquires related to GPO contracts.

Assist in updating policy, procedure, process and template documents and distributing for review

Resolve customer service (HEAT) tickets and discrepant invoices within service level agreement, as required.

SSW (Shared Services West)

Master Data Steward, Logistics & Supply Chain

September 2011 – September 2015

Maintained database integrity of SAP MM Vendor, SAP Customer Master Data and Meditech for 8 hospitals

Managed vendors, items and contracts for 5 different corporations (e.g., updated item descriptions, pricing, packaging string)

Preformed data analysis of complex initiatives to support the Sourcing Specialists

Provided data support to iSCM Strategic Sourcing and Procurement groups

Provided effective back office customer service support to frontline procurement professionals

Administrated data integrity audits, ensuring 95% accuracy

Managed data trending, contract management with SKU level alignment to contract negotiated pricing with executive level dashboards

Conducted savings analysis of actual vs. estimated for SKU level contracts

Ensured data governance and adherence to policies and standards across the supply chain stream

Supply Chain Administrator, Logistics & Supply Chain

September 2010 – August 2011

April 2007 – July 2007

Supported “procure to pay” SAP Implementation

Received visitors and clients, answered incoming calls

Coordinated meetings and appointments

Produced correspondence including standards, proposals, manuals, reports and audits

Recorded meeting minutes

Performed office duties (e.g., faxing, copying, filing, processing inbound and outbound mail, supplies orders)

Coordinated Finance activities, including QuickBooks support and accounts payable management

Provided ongoing data support to staff within the organization, primarily using Excel-based reporting tools

Provided data in a presentable and usable format to relevant stakeholders, primarily corporate buying staff, to facilitate database updates

Generated scheduled or on-demand reports of corporate and regional activities, statistics and other key performance indicators

Heidelberg Canada

Customer Service / Inside Sales

August 2007 – August 2010

Entered continuous, high volume of orders via fax, telephone, and emails

Prepared consignment sheets and complete detailed billing cycle monthly

Provided follow-up for all customer orders, including dealing with Sales, Warehouse and Distribution Centre

Completed credits and debits of accounts

Tracked and followed up on backorders

Arranged for pickup on all returned goods

Maintained extensive records on all account profiles

Sun Chemical Ltd.

Customer Service / Inside Sales

August 1988 – March 2007

Partnered with sales team to set up programs for clients (e.g., orders, delivery, invoicing)

Processed new items received from lab and applied related costing

Prepared monthly consignment sheets and complete billing cycle

Arranged for pickup of all used containers and returned goods

Calculated pricing based on gross profit margins

Completed daily invoicing and applied credits

Maintained account profiles

Acted as Sales liaison for customers and clients

Maintained excellent customer rapport by effectively handling inquiries and complaints

Expedited and informed Sales and clients of any delays in delivery schedules

Professional Development & Education

2016 – Time Management

2016 – MS Excel Level 2 Intermediate

2016 – MS Excel Level 3 Spreadsheet Analysis

2011 – Crucial Conversations

2010 – Meditech – Magic 5.6.5 – 5.6.6, Client Server – 5.6.6

2010 – SAP ECC 6.0 – SRM 7.0

2010 – SAP BI Tool - Reporting

2006 – SAP Computer Training Program

1999 – MS Excel Level 1 Certificate of Achievement

1999 – Exceptional Customer Service (Fred Pryor Seminars)

1998 – Sun 1 Integration Computer Training Program

1997 – Certificate Personalized Development Skills Program

1985 – Secondary School Diploma, Hampden Integrated High School, Hampden, NL

References

Available upon request

Suzanne Gale

4 Hollyhedge Crt. Brampton, ON L6S 1R5 H 416-***-**** *********@*******.***

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