Administrator CSR
Resume:
Monique Tolle
Kanata, Ontario, K2K 1X7
************@*****.***
Introduction
I've the ability to effectively partner with and support internal team members to provide excellent customer service no matter what the deliverable is. My desire to become a valuable employee has always driven me to work hard, learn new tasks and know that my employer can rely on me to engage and produce a positive outcome.
CORE QUALIFICATIONS
RELATIONSHIPS & INFLUENCE
Positive interpersonal skills when interacting directly with both internal and external customers to resolve issues. Successful at building relationships with teams with diverse cultural backgrounds and diverse personality types. Experience working with supply chain teams in China, United States, and Canada.
TECHNICAL SKILLS
Operational roles of Demand Planner, NPI Master Scheduler, Production Control, Order Management, AR, Purchasing, Program Administrator, Production Planner, Exectutive Assistant, Customer Service.
Implementation and execution of both Baan and Oracle MRP operating systems.
Direct user experience with SAP, Oracle, Baan, DAX, Agile, Macola, Route Star, Customer Portals
Have written ISO Documentation
Collaborating with internal teams and external suppliers and customers in OEM, CM and direct sales environments.
BUSINESS ACUMEN
Forecasting revenue exposure for demand with regard to supply. Managing capacity to maximize production output. Financial impacts caused by ECO changes, MOQ and PPV, MRP accuracy to align ERP.
I currently possess a valid Reliability Clearance Certificate and a Security Clearance Certificate.
PROFESSIONAL EXPERIENCE
Nelson Water Inc. - October 2020 to February 2021
Scheduler / Planner
Daily resolution of financial impacts for previous days water deliveries. Contact customers if issues beyond our control caused a missed delivery. Using established delivery routes, reschedule a new delivery in operating system. Follow up with customer.
Provide water requirements to bottling department for next 48 hours along with water distribution for the fleet of trucks for following day.
Prepare route schedules for drivers for the following day. Optimize route numerically.
Email customers with notification of the water delivery for the following day. Address bounce backs as we have an incorrect email on file.
Addressed incoming phone calls with regard to all inquiries. Counter sales.
Customer Service Representative / Exectutive Assistant
Managed Contracts for Cooler purchases, rentals or exchanges. Provide solution being a choice of Cook/Cold, Hot/Cold, Point of Use, Top or Bottom loading options. Confirm water bottled requirements. Create contract per agreed contract type and terms. Obtain signed customer copy. Store electronically.
Reserve a cooler in the storage area. Create internal work orders for dispatch.
Attach required documentation to the reserved cooler to identify to the driver that the unit is approved to be released.
Preparation of contracts for sales of Water Treatment Systems and phone call inquiries.
Contact customers, by phone or via email due for an annual service call for their WTS in their home or business.
Create internal work order for the Service department to book service calls.
Organization of residential, regulated, commercial site service calls and Water Treatment Systems installation paperwork and then electronically store.
Assist in collection of AR.
Collect information for walk-in requests to have water tested for issues.
Counter sales. Monitor and source required office supplies.
Carp Self Storage / Ken White Construction - Saturdays Only
Part time on Saturdays. Greet customers in person or by phone contact in a professional manner. Complete rental legal agreements with customers gathering required information for CSS. Take detailed messages for KWC inquiries as received for follow-up with the Owner. Show, clean and confirm both indoor and outdoor units for availability and security. Clean office area.
Production Planner: Lee Valley Tools / Veritas Manufacturing - April 2018 to December 2019
Continual review of product movement such as bodies of planes with required material, blades and chisels, turned, milled, grounded, lapped, debured parts through production for planning through the manufacturing facility and for outside process such as heat treat or paint. Release of production orders to appropriate work center and manage capacity planning and priorities. Contact buyer for purchased material and goods if supply is delayed.
Attend daily 8:00 meeting with representations of shortages impacting shipments.
Review material availability to avoid unforeseen shortages for release. Confirm open orders for incoming supply. If there is no manufacturing supply, and MRP indicates that there should be a release execution, action. Support to Master Scheduler.
Inventory reconciliation. Review current capacity limitations or opportunities to pull work in. Daily entry of ship entries to reduce inventory. Movement of Firsts to Seconds. Monitor completed production work orders and process closing the orders. Prime for live inventory of on shelf and WIP material for 2019 inventory at final assembly and raw material locations. Managed Cycle Count implementation. Production and Packing staff support. Generation of product labels for shipment. Ordering of packaging materials or piece parts stored at local warehouse for transfer for shipment of product.
Data Entry Indexing - Iron Mountain – November 2017 to December 2017
Responsible for daily data entry for Canada Revenue Agency (CRA) paperwork into electronic system. Accuracy of input critical to ensure ease of retrieval when needed. After two weeks was moved to a validation role of entries already posted. This was to review entries and correct errors.
Program Administrator – Sanmina Corporation – October 2012 to September 2016
Daily data entry submissions to Order Management supporting 3 Program Managers for
new orders, date changes to existing orders, RMA’s (quotes / delivery profiles), demand changes, service charge returns, invoice adjustments, AR issue resolution.
Successful in identifying impacts causing delays to deliveries. This included one level deliveries to full integrated systems.
Plant representative for implementation of new Direct Order Fulfillment Process. DOF is the process to deliver product directly to an end user versus to a company who then distributes it. Coordinating and hosting daily meetings with both IT company representatives to incorporate their data entries into our operating system. Working closely with shipping and logistics departments to maximize output. This delivery process had never been done with our organization.
Creation of customer Weekly Workbooks (Revenue Reports, Delivery profiles, E&O material status, A/R issues).
QRB presentations
Social Committee
Global Supply Planner-BTI Systems-July 2009 to April 2012
Risk revenue projections for entire Backlog by identification of supply issues to date customer demand within 48 hours based on product availability, inventory levels and lead times.
Analyze forecast requirements by use of percentage quote status. Ensure products and material deliveries are confirmed and validated for possible contracts.
Release and capacity management of internal production requirements and repairs. CCN Program.
Inventory transfers between Ottawa and China facilities for delivery optimization addressing logistic concerns.
Purchasing, Financial A/R, A/P resolution, CSR coverage, drop in or unplanned demand impacts analyzed.
Demand Planner–Mitel-February 2008 to November 2008
Monitoring of activities between two independent operating systems SAP(S) Oracle (O) for a product line acquisition. Forecast Resolution for planning (S). Product Status with regard to revenue and risk value management (S) and Inventory Reporting (O). Daily creation of purchase orders in both systems for supply coverage and keeping acquisitions CM's respective run out reports (O).
Monitored and recorded Sales Logistics In-Transit information with vigilance to input accuracy.
Achieved resolution of inter-company invoice issues worth $400K reduced to nil.
Master Scheduler – Sanmina-SCI NPI Facility – February 2001 to July 2007
Managing capacity, material availability in conjunction with production line optimization was critical. Understanding requirements, assessing alternatives, anticipating and addressing potential delays to determine the most effective release to manufacturing for revenue was a key directive for the company.
Initiated and chaired daily meetings with representation from critical organizational team members to monitor and provide “an all know “update from production.
Keeping customer delivery dates in Oracle accurate to ensure proper MRP output.
Reported daily projected revenue for entire backlog.
Revenue impact to build cost versus EBOM for all deltas over $500.
Nortel Networks – April 1986 to February 2001
Order Management / Production Planner
Scheduling and release of production orders based on material availability and capacity planning with production team to achieve accurate customer product commitment dates.
Jr. Project Manager
Liaison between Nortel Networks Design group customers and our production environment.
Accounts Receivable
Objective of less than 5% over 60 days achieved within 3 months.
Purchasing
Min./Max. stock levels actioned via purchase or internal stock transfer based on approved AVL
Oracle / Baan Implementation
Team lead of the implementation of Oracle and Baan. Trained staff. Moved legacy data to go live.
ISO Documentation
I've written understand the importance of adhering to company quality data to ensure exceptional customer service and company reputation.
Continental Bank of Canada – 1981 to 1984
CSR, Data Entry, Teller, Incoming Clearing, Utilities
Retail Store Manager – 1979 to 1981
Staffing, store displays, inventory receipts, material shipments, sales financial reporting
References available upon request
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