Customer Service Professional with Administrative Expertise

KOUADIO ALLI

Etobicoke, M*R *Y*, ON, 416-***-****, ***********@*******.***

SUMMARY Dynamic Bilingual Customer Experience Representative with over 8 years of experience in enhancing customer satisfaction and loyalty through effective communication and problem-solving. Proven ability to manage customer inquiries across various platforms, ensuring accurate information delivery and timely solutions. Successfully improved customer retention rates through excellent service at KIA Canada Inc. Eager to contribute unique bilingual skills and customer service expertise to enhance team performance and customer success.

WORK EXPERIENCE

11/2021 – 01/2026 Bilingual Customer Experience Representative, KIA CANADA INC Mississauga

Established and nurtured relationships between customers, KCA, and its dealers

Facilitated a Customer Experience that aligned with customer expectations to enhance acquisition and retention.

Received calls from customers and provided accurate information to resolve their inquiries.

Responded to email inquiries, effectively addressing customer issues.

Provided information on warrantable repairs while documenting communication in the company database.

Collaborated with dealerships to gather detailed information regarding their diagnostics

06/2021 – 10/2021 Bilingual Order Management Customer Solutions Rep (Contract) Mississauga – BD – Canada

Entered orders into the system using ERP, ensuring precision and accuracy.

Processed orders received via fax or email.

Managed orders and processed credit and debit notes.

Resolved issues and concerns related to order errors.

Addressed customer inquiries through email.

Delivered customer service excellence in both French and English.

05/2020 – 04/2021 Bilingual Operations Service Officer (Contract) TD Bank Mississauga

Served as Bilingual Operations Service Officer specializing in Property Taxes and investigations at TD Bank.

Processed customer inquiries regarding property tax and mortgage issues.

Assessed and interpreted customer inquiries leveraging product knowledge.

Managed multiple priorities in a fast-paced environment,

Maintained open communication with all internal and external customers across all locations.

Provided necessary statements as required.

Assisted colleagues in the mortgage and property tax departments by translating various documents from French to English

Aided offshore colleagues with requests for work that could not be performed remotely.

12/2019 – 03/2020 Customer Care Administrator, PERI Formwork Systems Inc. Bolton

Coordinated with internal and external customers to manage administrative requirements for concrete forming and scaffolding projects.

Acted as a liaison with customers, sales team, dispatch, and order coordinators to ensure timely and accurate delivery requests.

Collaborated with Sales and Engineering teams to prioritize and manage high-volume customer orders.

Created new contracts and entered contract and material lists into the ERP system.

Received and processed incoming customer orders, emphasizing quality and accuracy.

Communicated with customers regarding delivery dates and coordinated the return of materials.

Followed up with customers, addressing inquiries about the status of orders.

Generated customer billing by producing appropriate control prints and timely invoices.

Ensured the efficient and accurate input of orders into SAP utilizing various parameters, including inventory data, logistics, and customer specifications.

Performed other duties as assigned

03//2014 – 11/2018 Bilingual Customer Relations and Office Assistant, Davis and Henderson Mississauga

Handled customer inquiries received via phone, email, and fax, ensuring prompt responses.

Communicated daily with the student department of the Quebec Ministry of Education.

Implemented investigations into claims, generating reports for the appropriate department.

Maintained accurate tracking records of customer inquiries in a customer relationship loan management application database.

Delivered a comprehensive range of information and referrals on student loans by utilizing internet and other available resources.

Researched and provided responses to inquiries by adhering to Government guidelines regarding loan repayment procedures.

Created quotes and performed additional duties as needed.

02/2013 -03/2014 Bilingual A/R Associate/Billing Specialist (Contract), Konica Minolta Mississauga

Utilized SAP applications to credit and debit customer accounts.

Monitored incoming calls to address customers’ invoice-related issues.

Issued missing invoices and dispatched them to customers as needed.

Developed a spreadsheet to streamline the tracking of credit and debit memos.

Conducted follow-ups on statements and invoices with customers.

Engaged with Service Managers and Sales Representatives to provide updates regarding invoices.

02/2012 – 06/2012 Bilingual Logistics Customer Service Representative (Contract), Brampton Chep Canada

Processed orders along with modifications and cancellations via phone and SAP, addressing issues and returns.

Managed order processing, modifications and cancellations via emails using customer ESP and SAP.

Ensured accurate and efficient order input into SAP, utilizing various parameters including inventory data and logistics specifications.

Scheduled orders into the service Centre based on the on the planning tool’s directives.

Managed service Centre capacity, overseeing incoming and outgoing flows to maintain service balance.

Facilitated the transfer of orders between service Centres through ESP, phone, and operational support.

Oversaw standing orders management, creating, monitoring, and maintaining standing orders within SAP

Arranged carriers for next-day orders.

Maintained open communication with all external and internal customers across all locations.

10/2010 – 01/2011 Bilingual Customer Service Representative, Comerco Laval, QC

Managed incoming calls while addressing client concerns and complaints, coordinating with other departments for specific issues.

Demonstrated a strong attention to detail in tracking orders and ensuring timely delivery of services through customer follow-ups.

Contributed to teamwork by assisting the commercial department in renewing existing contracts and inviting new customers.

Organized and coordinated the technicians’ work schedules.

Resolved work-related challenges, preparing and submitting progress reports to the pertinent department.

EDUCATION

02/2010 – 02/2012 Champlain College St-Lambert, Longueuil, QC

AEC (DEC), Specialist in Transportation and Logistics

1983 – 1984 Morley College London, UK

Certificate, Business Administration and Organisation London, UK

09/1983 – 11/1983 Morley College

Certificate, International Trade and Distribution London, UK

1982 – 1983 Morley College London, UK

Diploma, Business Studies

SKILLS Microsoft Word Microsoft Excel

Microsoft PowerPoint Internet

Email ERP Systems

SAP Customer Relationship Management (CRM)

Order Entry Logistics

Transportation Supply Chain Process

Customer Fulfilment Processes Bilingual

Customer Service Communication

Interpersonal Skills Problem Solving

Teamwork Adaptability

Organization Detail-Oriented

Multitasking Client Relations

Independent Work

LANGUAGES English (English) French (French (Canadian French

CERTIFICATES Specialist in Transportation and Logistics 2012

Champlain College

Business Administration and Organisation 1984

Morley College

International Trade and Distribution 1983

Morley College

Business Studies 1982

Morley College

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