Service Customer
Resume:
Theresa Walters
Guelph, Ontario N1G 2L6
Cell Phone: 519-***-****
E-Mail: *******@*******.***
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Objective
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Join an exceptional team, that is willing to go the extra mile to provide customers with over the top service in every way. Using my experience in a fast paced environment to help build on existing relationships and pursue new ones. My past experience allows me to remain focused on delivering service above and beyond the customer expectations. Bilingualism, couple with attention to detail, organizational and interpersonal skills, and a vast experience across many industries has helped me to build strong trusting relationships with customers and vendors over my career .
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Skills
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• Computer literacy (AS400, JD Edwards, Field Centrix, Word, Excel with some SAP exposure)
• Bilingual - fluent French/ English written and spoken
• Organized, Detail oriented and excellent problem solving skills
• Ability to work independently and exceptional team player
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Experience
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Hussmann – Ingersoll Rand, Mississauga, Ont – Dispatcher – Service Coordinator
Sept 2009 – current
• Oversee daily response times to service calls for 14 service technicians as well as sub-contractors across the country.
• Ensure accurate completion of service reports are entered into the tracking database to maintain service history by customer and location.
• Prepare and provide customer quotations for service repairs based on technicians findings onsite
• Evaluate and delegate incoming service requests to the appropriate technician based on experience and issue.
• Coordination of equipment rollouts for two major brand retail food outlets coordinating the installation and sub-contractors associated with the project.
• Review all costs associated to the rollout project and confirm invoices reflect quotes received from sub vendors.
• Provide assistance in customer escalations based on information provided from internal staff members and field technicians pertaining to parts availability and service delays.
• Coordinate with subcontractors for service coverage of customers in rural or out of Province service.
• Process sub-contractor invoicing for payment based on work completion and service call history.
• Maintain attendance scheduling and vacation planning to ensure maximum service coverage.
W.C. Wood Corporation, Guelph, Ontario, Bilingual Customer Service
Sept 2008 – Sept 2009
• Respond to incoming inquiries from consumers and vendors regarding warranty, parts and orders.
• Process fax requests for return authorizations, parts inquiries and orders.
• Process warranty claims for payment received by fax or mail.
• Data entry of warranty claims and orders.
Johnson Diversey , Mississauga, Ontario, Bilingual Customer Service
Mar 2008 - Sept 2008
• Respond to all incoming calls within recommended guidelines.
• Process incoming orders via email, EDI, fax and phone.
• Filing and daily projects as assigned by the supervisor.
Stanley Security Solutions, Mississauga, Ontario, Dispatcher / Supervisor
Nov 2004 - Feb 2008
• Oversee daily response times to service calls for 14 service technicians.
• Ensure completed service reports were entered into the tracking database to maintain service history by customer.
• Project coordinator for special installation on a national basis of 150 units to be installed in a 6 month time frame for BMO.
• Coordinate preventative maintenance scheduling for TD, BMO and CIBC on annual contracts.
• Act as liaison between service and sales for project management to ensure customer expectations were met in the agreed timeframe.
• Evaluate and delegate incoming service requests to the appropriate technician based on experience and issue.
• Provide assistance in customer escalations based on information provided from internal staff members and field technicians pertaining to parts availability and service delays.
• Coordinate with subcontractors for service coverage of customers in rural or out of Province service.
• Process sub-contractor invoicing for payment based on work completion and service call history.
• Promoted to Field services manager in Sept 2007
• Oversee the weekly and monthly forecasted service levels for technicians and administrative staff.
• Maintain attendance scheduling and vacation planning to ensure maximum service coverage.
• Maintain the service call log database for service lab and technicians daily calls.
• Ensure all service call documentation is processed accurately and efficiently for monthly billing through the Montreal head office.
• Attend weekly and monthly strategy meetings regarding budgets and the future focus of the company policy under the new company structure and guidelines for the management team.
Canon Canada, Mississauga, Ontario, Bilingual Customer Service
Mar 2001 - Nov 2004
• Respond to all incoming customer calls regarding pricing availability and order etas.
• Process incoming orders via email, fax EDI and phone.
• Filing and daily projects as assigned by the supervisor.
• Cross trained in the parts dept
• Assist customers with parts – from microfiche and schematic drawings
• Respond to customer inquiry on parts availability and eta’s
Bizerba Canada Inc, Mississauga, Ontario, Service Dispatcher
July 1997 - Feb 2001
• Oversee the daily response times to service calls for 8 service technicians.
• Prepare service reports for invoicing upon completion of service call.
• Ensure details of completed service reports are entered correctly into the database.
• Provide service details to customer based on technicians findings onsite
• Coordinate preventative maintenance scheduling for non-peak service coverage times. Process all incoming requests for parts and or service to ensure service coverage was completed within contractual guidelines.
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Education
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Toronto School of Business, Mississauga, Ontario , Business and Introduction to accounting, Successful completion June 1997
Father Macdonald Comprehensive HS, Montreal, Quebec, Diploma received June 1980,
References Available Upon Request
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