PROFESSIONAL SUMMARY

Quality-focused team player committed to approaching tasks with tenacity and attention to detail.

SKILLS

Professional phone etiquette Microsoft Office

Excellent communication skills Internet, Lotus Notes

Articulate and well-spoken SAP

Customer service-oriented Website Management

Flexible Fleet Tender System

Accurate and detailed Mainframe applications

Excellent planner and coordinator GlobalConnect Dealer Communication Tool

Works well under pressure Order Workbench

Pleasant demeanor Dealer Direct

Critical thinker Customer Service Skills

Project planning

WORK EXPERIENCE

CM2 SOLUTIONS

Customer Care & Aftersales (CCA) – Field Performance Recall Coordinator / 1908 Colonel Sam Drive, Oshawa, ON / Jan 2020 – Current

Role Summary

The Recall Coordinator executes communications to Canadian Government Agencies, GM Canada Executives, Field Staff, Dealerships and Vehicle Owners to advise of processes and policies regarding Field Actions (Safety and Emission Recalls, Customer Satisfaction, Service Updates, Spekcial Coverages).

Key Responsibilities

Member of the Field Action Execution and Communications Team based out of GM Canada Headquarters, Oshawa, Ontario whose focus is to ensure Canadian requirements are included in all communications.

Work closely with the Global Field Action Execution Team to adapt communications for Canada, including:

oGovernment notifications

oGM Canada Executive notifications

oBulletin creation and updates

oDealer communications

oPrepare Vehicle Owner communications

oCoordinate French translation of all materials

Coordinate Vehicle Owner communications including preparation, production and execution of Vehicle Owner letters and quarterly postcards.

Coordinate and reconcile Vehicle Identification Number (VIN) lists in conjunction with Owner Name and Address records to ensure all current information is captured for mailings.

Utilize and update internal systems (GFAM, Global Warranty Management, Investigate Vehicle History, Service Information, GVS CORE, COGNOS, GMDID, Global Connect), as required.

Respond to questions from the Field Staff, Warranty Call Centre, Customer Care Centre, Legal Department, and other Internal Stakeholders.

Maintain all documentation and files for legal or general inquiries.

Update and reconcile a quarterly report for Transport Canada and Environment Canada on recall completions.

Late night/weekend/holiday work required when urgent messages are to be sent to Government Agencies and/or Dealers.

CM2 SOLUTIONS

Bilingual Dealer Direct Support Agent / 1908 Colonel Sam Drive, Oshawa, ON / Aug 2015 – Jan 2020

Responsible for providing front line call centre support with a wide variety of call types :

inbound and outbound activities to facilitate user education, product

promotion and to assist in the personalized use and understanding of the product

Work with end-users (Dealers, GM Field Staff), and internal Dealer Direct Team

(Developers, Business Analysts, Trainers, Agency Resources) in order to provide

support for Dealer Direct services

Promote Dealer Direct marketing campaigns, subscriptions and services to meet

business objectives

Keep well informed of new and upcoming Dealer Direct functionality and marketing

initiatives in order to educate users

Assist in continued improvement (in terms of quality and efficiency) of the processes that deliver support services to the Dealer Direct stakeholders

Process IDDN Dealer Menu Boards and DDN Template Requests as per dealer direction

Provide process suggestions and solutions for the Creative department

Process DD Concierge Campaign billing for Central, Western and Eastern dealers

Work with Dealer Direct Users via telephone and email, to assist them in developing and executing high quality Sales and Service marketing campaigns through the direct mail & email capabilities in Dealer Direct

Collaborate with team members when new business opportunities arise and toward process improvement initiatives

Ensures call handling procedures and standards are followed and an appropriate level of documentation is maintained within the case management system

Execution of the timely delivery of support services and escalation of issues as required

Provides necessary guidance and support to team members

LEAR CORPORATION

Seat Assembler / 2001 Forbes St, Whitby, ON / Sep 2012 – Jan 2015

Responsible for production of vehicle seats for General Motors (Whitby)/Chrysler (Ajax)

Involves physically repetitive and demanding duties (as assigned)

Involves strong level of hand/eye coordination, attention to detail, high level of energy and ability to stand for extended periods and adjust to shift work

Involves interaction with supervision/management and ability to manage difficult situations in a fast-paced environment

Produce quality seats to meet General Motors or Chrysler standards

COMTECH GROUP INC.

Fleet Government Tender Specialist / 1908 Colonel Sam Drive, Oshawa, ON / 2011 – Jun 2012

Responsible for Tender Spec preparation and submission of tenders to government customers for bids/price quotations on fleet vehicles

Responsible for vehicle order entries (OWB), invoicing and delivery tracking to meet government customer budget deadlines

Responsible for coordination of dealer instructions for vehicle upfits to meet customer requirements

Responsible for sending bi-weekly order status to customer for tracking purposes (FTS)

Responsible for assisting Accounts Payable Department in collection of invoices past due by 90 days or more

Responsible for attending Fleet events, product training sessions and customer meetings (travel required)

Responsible for dealer inventory searches to locate stock at customer’s request

Fleet Internet and Systems Specialist / 1908 Colonel Sam Drive, Oshawa, ON / 2002 – 2011

Website Management : responsible for yearly refresh and ongoing updates with input from various GM departments, agency quotation review and approval, agency creative, web tools support, point of contact for Fleet related public Internet inquiries, processing of online requests of SDL translations for French content

GMCL Dealer Communication Administrator : responsible for yearly refresh and ongoing updates to Fleet Library and Message Dealer information sites (GlobalConnect)

Fleet Systems Administrator : responsible for smooth coordination of departmental system related issues, modifications, enhancements, fixes, staff training of new applications and programs, coordination of user acceptance testers, project implementation and yearly system access audits

Provide ongoing administrative support to entire Fleet Team including Month End Polk Data Reporting for Management Performance Analysis purposes

System Setup Administrator : responsible for processing of departmental staff system and application requirements, monitoring of Login Access Security, Disaster Recovery Plan and IT Service Requests

Departmental Coordination of Process Risk Management, Information Life Cycle Management and Record Identification to meet General Motors guidelines

GMCL Home Office Letter Marketing Support (GlobalConnect): responsible for publishing urgent/confidential Marketing Program details to Dealer Communication site (on call/after hour involvement)

MCNAIRN PACKAGING

National Accounts Coordinator / 125 Consumers Drive, Whitby, ON / 2000 – 2002

Responsible for customer service activities for National and Chain Foodservice accounts prior to and following close of sale

Point of contact in monitoring accuracy of orders, quantities and inventory levels to provide high level of customer service and satisfaction

Responsible for facilitation of product implementation process, accurate forecasting, artwork creation and approval, internal communications related to design change process for new and existing packaging products as well as customer promotion requirements

BASF CANADA INC.

Technical Lab Specialist, Marketing Administrative Assistant, Executive Assistant to the Business Director / Thornton Road N, Oshawa, ON / 1989 - 2000

Responsible for formulation, application and (short/long term) testing of automotive coatings

Responsible for office related tasks - incoming calls, processing mail and maintenance of office equipment, site purchasing and Accounts Payable reconciliation, site payroll and absenteeism tracking, preparation of price quotations and travel arrangements for senior management

Responsible for Technical Lab and Marketing Groups administrative support

Yearly member of Occupational Health & Safety Committee

LANGUAGES

Fluently bilingual (French/English)

EDUCATION

ASSOCIATE OF SCIENCE - Chemical Technician Program

Cambrian College

Sudbury, Ontario / 1985 – 1987

Statistical Process Control Course

Durham College

Oshawa, Ontario / 1987

REFERENCES

Available on request

Contact this candidate