Customer Service Office Manager
Resume:
IRENE EDWARDS
Office Manager/Customer Success Manager
416-***-**** ***************@*****.*** LinkedIn.com/in/irenemedwards Multi-faceted and resourceful Office Manager/Customer Success Manager with extensive experience within the Medical Equipment industry while developing systematic structures and enhancing operational organization to support outstanding customer service. Motivated leader possessing a knack for project management and continuous process improvement, coupled with an adeptness in event planning.
KEY COMPETENCIES
Operations Management Customer Service and Technical Support Tender Management
Cross-Functional Communication Account Management Health and Safety
Project Management Research and Analysis Event Planning
Continuous Process Improvement Data Management Travel Coordination CAREER EXPERIENCE
Office Manager/Customer Success Manager Ostek Orthopedics Inc Oakville, ON 2008 – 2024
Assisted the General Manager with start-up tasks including researching international contacts and ensuring regulatory compliance.
Coordinated medical convention logistics, including booking booths, arranging shipments of products and brochures, and handling travel and accommodations.
Developed and implemented a tracking system for demonstration and loaner equipment.
Provided exceptional phone and email support, maintaining clear and concise communication with account holders.
Processed purchase orders, invoices, and managed packaging and shipping.
Managed customer accounts for repairs and loaner equipment, maintaining regular contact with customers and manufacturers, and handling invoicing.
Oversaw accounts receivable/payable and stock purchasing/receiving.
Maintained office equipment and supplies.
Contract Analyst Smith & Nephew Mississauga, ON 1998 – 2008
Researched and compiled tenders and quotations for hospital clients, handling high-value projects.
Designed a file system to streamline contract proposal responses.
Supported product managers, sales reps, and distributors, prioritizing urgent medical product deliveries.
Inputted and maintained contract pricing data in SAP; used Hyperion/Business Objects for sales analysis.
Managed product recall details and communicated with sales reps and hospitals.
Coordinated with customer service, quality control, and consignment departments.
Corresponded with Health Canada on recalls and special access requests. Executive Assistant Smith & Nephew Mississauga, ON 1997 – 1998
Provided comprehensive administrative duties for the VP and Finance Manager.
Managed travel arrangements for management.
Organized national and sales meetings, and internal company events.
Arranged first aid training and refreshers as a Health & Safety Committee member. Sales & Marketing Administrator Smith & Nephew Mississauga, ON 1996 – 1997
Organized trade show exhibits and coordinated travel for doctors and sales teams. IRENE EDWARDS 416-***-**** ***************@*****.***
Managed correspondence on product recalls, special access requests, and new product licensing. Sales & Marketing Administrator Mirolin Industries Inc Toronto, ON 1987 – 1996
Communicated product releases between marketing and customer service teams.
Coordinated merchandise repairs and distributed sales literature.
Compiled information for sales reports, RFPs, quotations, and invoices.
Organized meetings, showroom visits, and trade shows.
Managed travel arrangements for senior management.
Provided administrative support to the VP of Sales and Marketing and the President. Sales & Marketing Administrator Sears Canada Inc Toronto, ON 1982 – 1987
Supervised a team of four administrative assistants.
Coordinated catalogue and flyer creation, including copy editing, photoshoots, and advertising.
Prepared retail promotional stock estimates with retail buyers.
Managed travel arrangements for business purposes.
Arranged internal buyer meetings.
COMPUTER SKILLS
SAP Winledge Google Workspace
Hyperion Lotus 1-2-3 Microsoft Office
Business Objects Quickbooks
VOLUNTEERING EXPERIENCE
Show Team Manager Rose Haven Equestrian Orangeville, ON 2016 – current Assisted with show season preparations, ensuring all necessary supplies and equipment were packed. Managed schedules during show days to keep riders on time and informed of delays. Handled horse turnout, including bathing, braiding, and tacking up.
Jump Judge Will O’Wind Farm Mono, ON 2007 – 2012 Judged complex obstacles at an internationally recognized level, ensuring adherence to safety practices. Assisted other judges in clarifying scoring questions and procedures, maintaining high standards of competition integrity. Stable Hand/Show Groom Stone Broke Stables Burlington, ON 2004 – 2012 Managed farm operations in the owner's absence, ensuring smooth daily activities and show preparations. Handled chores such as feeding, turnout, and mucking stalls. Coordinated pre-show logistics, managed show schedules, and assisted with horse turnout and rider support during competitions. Page 2
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