Customer Service Project Management

NC NANCY CAMPLI

Brampton, L*R *G* +1-647-***-**** *******@*******.***

PROFESSIONAL

SUMMARY

Accomplished Project Coordinator adept in project management and customer service. Excelled in vendor management and relationship building, significantly enhancing project delivery and client satisfaction. Expert in leveraging critical thinking for continuous improvement, ensuring projects exceed expectations. SKILLS • Production Management • Project Coordination

• Project Implementation • Sales Support

• Project Management • Data Collection

• Pricing • Detail Oriented

• Problem-Solving • Time Management

• Attention to Detail • Flexible and Adaptable

• Customer Service • Deadline Adherence

• Spreadsheet tracking • Critical Thinking

• Relationship Building • Workload Management

• Good Judgment • Cost Management

• Continuous Improvement • Sales and Marketing

• Vendor Management • Customer service management

WORK HISTORY ACCOUNT MANAGER, INSIDE SALES 09/2024 to CURRENT Lowe-Martin Mississauga, ON

• Building and maintaining relationships with clients or customers. Understanding client needs and identifying opportunities for upselling or cross-selling.

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Developing and implementing strategic account plans to achieve sales targets and business objectives.

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Collaborating with internal teams such as sales, marketing, and production to meet client needs and resolve issues.

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Ensuring the delivery of services/products in alignment with client expectations.

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• Preparing reports on account status and activity. Operating as the lead point of contact for any and all matters specific to your clients.

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PROJECT COORDINATOR 04/2024 to 09/2024

HH Global Oakville

Oversee all activities pertaining to project management and material logistics

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Coordinate the implementation of new business and internal process improvements

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Responsible for the material logistics functions that make up the front end of producing and delivering material for shipment to the field, involving direct contact with the account and production teams as well as the customer in organizing and communicating new promotion and programs

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Maintaining and distribute facility related inventory and ordering reports in a timely manner

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Support all activity within Logistics, Customer Support, Client Services and their related procedures and processes

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• Ensure company, plant guidelines and policies are followed

• Communicate client and management expectations to the group Monitor customer activity to ensure client expectations and deadlines are met

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Assist in resolving inventory management issues to ensure accuracy level in both Valo and client systems

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Investigate potential changes and or improvements which can lead to cost saving possibilities for the client

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Work closely with the warehouse to ensure all PO's are received in within SLA turnaround and contact vendor directly if shortages or overages on behalf of our client

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PRODUCTION PROJECT MANAGER 09/2018 to 04/2024

Astley Gilbert Brampton

Work independently and with teams to meet company objectives by managing day-to-day projects, coordinating with production and managing client expectations of SLA's and deadlines

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Convert job estimates and process job orders, sample requests and client initiatives

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Communicate fully both internally and externally with stakeholders and follow-up promptly with timelines, requests, orders, and other tasks

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Work with all stakeholders, such as: sales representatives, administrative staff, production staff, suppliers, and customers on orders and projects; including timelines, inventory reports, technical specifications, and meeting project deadline, preparing waybills for distribution

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Advise customers (and internal team members) on best strategies to achieve their desired outcomes

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Communicate with customers and internal team members about graphic communication, Canada Post Standards, Direct Mail guidelines and specifications including but not limited to design principles, printing processes, paper options, and postal requirements

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• Closely follow QC (quality control) processes and procedures Maintain a high level of organization using provided software solution tools, such as Smartsheets which I assisted creating and implementing

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Represent the company in the best possible manner providing customers, potential clients, external vendors with a high level of service, compassion, empathy and support

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Determining whether a job should print offset or digitally and providing direction of press imposition and pagination to prepress operators

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• Have knowledge of data driven printing (variable printing) Have experience working with Microsoft software such as excel, word, teams

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• Have worked with CRM or MIS systems for work injection and job tracking Have knowledge of die-cutting and job finishing (bindery) and issuing PO's ordering stock, dies and any other components needed for specific jobs

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ACCOUNT SPECIALIST 07/2014 to 09/2018

The Data Group of Companies Brampton

Provide support to the sales team, and to provide a consistent first point of contact for clients

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The intent is to minimize the time spent on execution work by the Account Executives so as to maximize time spent on new business development and account planning

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In addition, this role is more independent of the Account Executive than the CSR role

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The position is customer facing and includes client meetings and off-site visits

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• There is a greater emphasis on new business development with this role In some cases, the Account Specialist may be the first point of contact for the customer for issue escalation

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Support for production order entry, handle client inquiries relating to orders, pricing, deliveries, general inquiries, and complaints

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Meet with clients to identify and implement opportunities for new business development

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Assist Account Executive to identify areas of forms design and process improvements within the client

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• Continually look for ways to automate processes

• Collect data and assist with creating VPR

• Manage/analyze overage inventory and recommend next steps

• Take the lead to implement new opportunities

• Coordinate client initiatives such as re-branding

• Lead project execution once sold

CUSTOMER SERVICE REPRESENTATIVE 01/2011 to 07/2014 The Data Group of Companies Brampton

• Support for production order entry

• Establishing list price using various Price Books and pricing tools

• Establishing sell prices after discussion with Account Executives

• Entering production orders in a timely and accurate manner

• Following up on orders

• Expediting of orders and escalation to management as required

• Inventory management

Run and prepare various reports and presentations for client and/or Account Executives

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• Analyze reports and recommend items to be actioned

• Manage client inventory and prepare various reports

• Liaise with clients and internal contacts

Handle client inquiries relating to orders, pricing, deliveries, and general inquiries and complaints

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Act as a liaison between National Call Centre (NAO), Sales offices, and clients

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Responsible for responding to customer phone calls by listening empathetically to the customer, clarifying and assessing customer needs, and resolving billing and basic service issues in a prompt and effective manner

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• Answering a high volume of calls types as assigned

• Accounts assigned are hospitals and healthcare

• Administrative Duties

• File maintenance

• Creating and maintaining Job Notes

• Assist other support staff and sales team with ad hoc initiatives

• Assist in distribution of faxes through the email fax server

• Telesales when and where required

• Order supplies and forms

• Manage follow-up calls to customers in a timely manner PRODUCTION COORDINATOR 12/2005 to 01/2011

The Data Group of Companies Brampton

Ensure the timely and accurate completion of all estimates and production orders coming into the V.I Department

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Prepare all required documentation for production and billing of existing and new V.I Jobs

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Accurate and detailed completion of copy folders, programming requests, and billing sheets for assigned and new clients

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This includes reviewing incoming data files for correct formatting and adherence to established specifications

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• Order entry required for specific accounts

Coordinate/analyze and manage all aspects of multiple projects from start to finish

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• Coordinate with outside suppliers; obtain pricing; generate purchase orders and supply complete details to ensure all requirements and timelines are met

• Communicate with assigned clients

Provide both verbal and written communication to assigned clients on production-related matters

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• Attend client meetings with sales as required

• Work with production staff in V.I

• Or Bindery by assisting with manual inserting, stapling, sorting, etc

• To ensure customer timelines are met

• Responsible for inventory management and quality control checks

• Monthly billings, invoicing, and closing of all opened dockets CUSTOMER SERVICE REPRESENTATIVE 09/2000 to 06/2003 Royal Outdoor Products

Served customers by providing product and service information; resolving product and service problems

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• Opened customer accounts by recording account information

• Maintained customer records by updating account information Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

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• Maintained financial accounts by processing customer adjustments Recommended potential products or services to management by collecting customer information and analyzing customer needs

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Prepared product or service reports by collecting and analyzing customer information

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• Contributed to team effort by accomplishing related results as needed Accessed the company's internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports

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• Performed assigned system maintenance to various electronic order files Participated and provided expertise as a member of the customer service's departmental team

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EDUCATION Regina Pacis Catholic High School

REFERENCES References available upon request

LANGUAGES English

Full Professional

Italian

Full Professional

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