Customer Service Executive Director
Resume:
Alice Ludiazo-Nsona
* ****** ******, *********** ** N0E 1S0
*************@*****.***
PROFESSIONAL PROFILE
Results-driven professional with over a decade of successful experience in Customer Service and support, showcasing a proven track record in account maintenance, problem-solving, sales, staff support, and the implementation of proactive procedures. Adept at utilizing Microsoft Excel, Microsoft Word, PowerPoint, Outlook, and SAP for efficient workflow management. Demonstrated expertise in training and supervising employees, fostering a collaborative and high-performing team environment. Recognized as a 'Total Quality Customer Specialist,' particularly skilled in audits, variance analyses, and inventory management. Bilingual in English and French, possessing strong oral and written communication skills. Extensive management experience in a non-profit organization, including overseeing family services programs, spearheading summer camp initiatives, and managing warehouse operations.
EDUCATION
Tyndale University
MA Thanatology, 2024-Present
CDI College
Diploma, Medical Office Administration, 2014-2015
University Of Kinshasa
Bachelor's Degree in Business Administration, 1993-1999
RELEVANT SKILLS
●Administrative Assistance
●Communication
●Customer Service
●Human Rights
●Phone Etiquette
●Muti-tasker
●Written Communication
●Spreadsheets
●Documentation
●Problem Solving
●Attention to Detail
PROFESSIONAL EXPERIENCE
The Salvation Army
Executive Assistant, June 2024 - Present
• Performs general office duties, including answering, screening, and directing telephone calls and enquiries.
greets and escorts visitors; files documents electronically or manually; photocopies and
distributes materials as requested; sends and receives documents and materials as requested.
• Handle and protect extremely confidential and sensitive files; ensure the efficient processing of
required documentation, agreements, contracts, and other legal documents.
• Distribute both incoming and outgoing mail on a daily basis
• Perform general office duties such as answering and screening telephone calls, greeting and
escorting visitors; filing documents electronically, and manually; photocopying and distributing
materials as requested, sending and receiving faxes, and incoming and outgoing mail.
• Redirect and/or delegate correspondence that can be handled by other personnel.
• Arrange calendar entries, invitations and scheduling
• Oversee all department equipment and furnishings
• Order departmental supplies and stationery, and maintain accurate inventory
• Monitors and manages the inbox of the Executive Director
• Responds to email on behalf of the Executive Director as requested and defined. (e.g. letters
dealing with administrative issues, inquiries, acknowledgements).
• Researches and responds to routine and difficult enquiries on behalf of the E.D.
• Schedules meetings, prepares agenda, and takes minutes, records, prepares, and
distribute minutes for all department meetings
Administration
• Make travel arrangements and accommodation for HHB
• Prepare rosters and presentations for meetings and special events
• Assist in preparing updates to social media
• Organize departmental events and trainings for the Executive Director and other departments
• Resource and prepare the Executive Director’s Quarterly and Annual reports.
Ministry Unit Projects
• Prepare and distribute long-service recognition and retirement certificates
Human Resources
• Keep track of all Senior Leadership employees and officer’s sick time
• Update monthly attendance register for Employee Relations
• Prepare and distribute a monthly department schedule of travel and events
• Prepare and process staff travel orders for ED and Senior Leadership staff
• Keep track of summer working hours and summer scheduling
Administrative support for all departmental Consultants
• Maintain and update all databases and lists
• Provide administrative support for departmental events, including registration and scheduling
• Support External reporting as needed.
• Maintain volunteer files and coordinate with directors in this capacity.
Critical Relationship Management
Internal:
• Work with departmental members
• Communicate with managers and staff of other departments
External:
• Work with the stakeholders across the various regions
Managerial/Technical Leadership Responsibility:
• This position reports directly to the Executive Director
Organizational Responsibilities:
• Develop an understanding of the Mission of The Salvation Army in Canada and its implications
as related to position responsibilities.
• Maintain information in confidence as required.
• Participate as an active and responsible team member.
• Represent the organization in a professional and engaging manner.
• Participate in supervision compliance with OH&S Act and Regulations, and abide by The Salvation Army’s health
and safety policies and procedures.
• Participate in ongoing professional development and training.
Financial and Materials Management:
• Prepare monthly visa statements for the E.D.
• Receive and forward corporate visa statements for departmental staff; offer support as needed
• Organize all Coding, billing, and processing of all senior leadership expenditures in consultation
with the Business Team
Homewood Health Inc.
Bilingual French Intake Counsellor, January 2022 - April 2023
●Responded promptly to client telephone and web requests for counselling, consistently adhering to established standards. Collected demographic information, assessed the current level of risk, and effectively explained the counselling process to clients.
●Conducted thorough intake assessments, eliciting and understanding the presenting needs of clients to ensure optimal counsellor-client matching.
●Entered accurate client registration data into the electronic records system during intake calls, ensuring a seamless and organized process.
●Managed crisis calls, conducted comprehensive risk assessments, and developed safety plans to address immediate client needs.
●Provided valuable resources to ineligible clients, demonstrating a commitment to support and care beyond formal eligibility criteria.
●Offered expediently scheduled telephone counselling appointments to clients within established guidelines, utilizing a centralized booking system.
●Addressed client complaints and challenges related to Employee Assistance Program (EAP) services or eligibility, resolving issues promptly and effectively.
●Escalated unresolved client concerns to a supervisor for further guidance and resolution.
●Disseminated relevant client and case information to clients, ensuring transparency and open communication.
●Verified client eligibility and ensured entitlement for clients, promptly advising the Clinical Processes Administrator of any entitlement issues.
●Accessed and maintained accurate client files, tracking changes and updates to ensure up-to-date records.
●Proactively followed up on pending client cases, demonstrating a commitment to continuity of care and client well-being.
●Actively liaised with regional Client Services teams, collaborating to coordinate appropriate clinical care for clients.
●Informed the CS/CSC management team of any clients deemed "At Risk," contributing to a proactive and supportive approach to client care.
Konica Minolta Canada
Bilingual French Customer Care, April 2019 - May 2021
●Responded promptly to customer requests, verifying equipment details, and efficiently scheduling technician dispatches.
●Maintained continuous communication with field staff, providing assistance to customers in resolving technical issues.
●Played a key role in inputting records of repairs, managing toner requests, and supporting designated service areas.
●Collaborated with sales, shipping, and administrative teams, adhering to company policies and procedures for effective customer service.
Regal Home and Gifts
Bilingual French Customer Service, February 2018 - March 2018 (Contract)
●Engaged directly with customers and sales representatives through telephone and electronic channels.
●Demonstrated a prompt response to inquiries, efficiently resolved complaints, and maintained accurate customer databases.
●Submitted detailed call and email activity reports to the manager, contributing to transparency and effective communication within the team.
Enersys Canada Inc.
Bilingual French Sales Coordinator, July 2017 - January 2018 (Contract)
●Maintained comprehensive quote/order logs, providing crucial sales support and assisting in the resolution of orders.
●Effectively managed sales order entry, coordinating with Customer Service Representatives, and adhering to ISO procedures.
●Contributed to a streamlined order resolution process, ensuring accuracy and efficiency in customer interactions.
Evoqua Water Technologies
Bilingual French Customer Support, June 2016 - June 2017 (Contract)
●Managed inbound customer calls, emails, and faxes, accurately placing orders through the SAP system.
●Followed up diligently on orders, issued credits, and communicated effectively with technicians.
●Executed general office duties, including filing, faxing, and scanning, contributing to overall operational efficiency.
Peel Children’s Aid Society
Bilingual French Receptionist, October 2015 - February 2016
●Successfully managed a dynamic reception area, facilitating effective communication and directing visitors to the appropriate contacts.
●Projected a positive and professional image as the first point of contact with the agency, enhancing overall customer experience.
Shade O Matic
Bilingual French Customer Relation Specialist, September 2013 - December 2014
●Handled inbound and outbound calls from both French and English-speaking customers, providing support and addressing inquiries.
●Processed orders efficiently, troubleshooted issues, and processed credits in a timely manner, contributing to customer satisfaction.
Salvation Army
Family Services Director - Social Services, June 2004 - July 2013
●Implemented and managed a comprehensive client database, enhancing the organization's ability to provide targeted assistance to needy families.
●Handled incoming calls, demonstrating effective communication and empathy in addressing the diverse needs of individuals seeking assistance.
●Supervised and coordinated volunteers, ensuring the smooth operation of outreach programs and events.
●Liaised with governmental agencies to secure funding, supporting the sustainability of social services programs.
●Managed outreach finances, demonstrating strong budgetary oversight and fiscal responsibility in the allocation of resources.
●Designed and coordinated special events, contributing to community engagement and raising awareness of social services provided by the organization.
●Ensured alignment with organizational values, promoting a compassionate and supportive environment for clients and volunteers alike.
●Demonstrated leadership and commitment to the mission of the Salvation Army, fostering a positive and collaborative work culture within the team.
TRAINING/COURSES
Certificate, Human Resources 101 Training, 2008
Dear Hiring Team:
I am expressing interest in your job posting. I believe my experience and education will make me a competitive candidate for this position.
The key strengths I possess for success in this position include but are not limited to, the
following:
A confident, driving individual who reacts quickly to change.
Strive for continued excellence.
Strong communication skills.
Self-starter and detail oriented.
Eager to learn new things and extremely organized.
Technologically Inclined
You will find me to be well-versed in English as well as French, energetic, confident, and personable, the type of person whom you can rely on. I also have a wide range of experience, the type that gives you the versatility to place me in a number of contexts, with confidence that the level of excellence you expect will be met.
I believe my qualifications would make me an outstanding asset to your organization. My resume provides further details on my background and accomplishments. Realizing that this data cannot adequately convey my personal strengths, I would appreciate the opportunity to meet with you.
I can be reached anytime via my cell phone at 519-***-**** or email address. Thank you for your time and consideration. I look forward to speaking with you about this opportunity.
Sincerely,
Alice Ludiazo
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