Customer Service Executive Assistant

RAYMONDE ABBOUD

**** ******* ***** ***: (***) *** – 4484

Mississauga, Ontario L5N 6Z7 Email: ********@******.***

PROFILE

A professional and accomplished Bilingual Senior Administrator/Manager with a record of solid achievement in a variety of demanding assignments. Superior strengths include exceptional organization skills, excellent communication, both written and verbal and the ability to make decisions and solve problems. Thrives in a fast paced multiple priority environment and is committed to delivery of projects on time and on target. Cultivates and maintains strategic partnerships at all levels of the organization and externally by providing great customer service and is a strong supporter of positive change. A planner and a strategist with a flexible, discrete and diplomatic style and the stamina to energize a team. A quick study with a current skill set, ready to make an immediate contribution.

CAREER SUMMARY

BAXTER CORPORATION

Contract Specialist – Eastern Region (Quebec) – (Contract) June 2011–December 2011

Work with the Regional Managers to prepare new contracts, amendments and RFPs for the GPO’s, Hospitals, Pharmacies and Distribution centers for the sale and/or lease of medical equipment such as pumps, vaporizers, tubing as well as solutions, etc…

Extend expiring contracts with agreed upon terms and conditions and the preparation of new pricing proposals. Ensure records of all contracts and leases are kept up-to-date with appropriate pricing and terms for each client in the company database. Safekeeping of each client signed contracts on premises or offsite when expired. Translation of contracts, amendments and price lists from French to English and English to French.

TORONTO WESTERN HOSPITAL 2010 - 2011

Executive Assistant (Contract)

Manage the Vice President daily routine from excessive calendar handling and emails, setting-up executive meetings, preparing agenda and minutes taking. Use problem solving skills, tact and discretion while dealing with patients and surgeons on a daily basis. Perform other administrative duties similar to position at Medtronic.

MEDTRONIC OF CANADA LTD 2009 – 2010

Executive Assistant

Managed the President’s Office and demanding daily routine from calendar handling, communications, travel arrangements, expense reconciliation and special projects. Medtronic is a leading research and manufacturing organization for specialized medical devices.

Used problem solving skills, tact and discretion when handling telephone calls, making domestic and international travel arrangements, scheduling meetings and managing other requests for appointment or for information.

Performed various administrative duties including Internet/Intranet research, setting up files, order supplies and equipment, photocopy documents and distribute mail.

Authored/created presentations to be used for reviews and meetings including customer meetings.

Collected, organized and administered data and information from a variety of sources.

Developed and generated reports from various reporting mechanisms.

Verified accuracy and timeliness with expense reporting.

Managed the President’s Club reward program.

Supported the Operating Team and Leadership Team with onsite and offsite meetings.

Liaised with corporate leadership and their assistants.

Acted as a resource and assisted with other projects as assigned by President.

CANCER CARE ONTARIO 2008 – 2009

Executive Assistant to Vice President

Maintained and managed VPs email and calendar and responded to routine and non routine queries and advised VP of critical or urgent matters

Composed replies to routine and general correspondence from brief verbal or written instructions.

Proofread all completed work ensuring text and formats are correct for VP's signature.

Answered and screened incoming calls, and provide replies and or routing to appropriate team member.

Responded to routine and non routine inquiries from external and internal sources or direct to appropriate team member and follow up as required.

Managed and maintained VP's emails by prioritizing files and advising the VP on urgent matters or redirecting as appropriate to a team member.

Responsible for scheduling and organizing meetings and conferences including preparing meeting agendas, minute taking, catering and ensuring action items / issues are followed up.

Handled confidential / sensitive material and information with good judgment, discretion and tact.

Advised VP of administrative issues and concerns and made recommendations to improve procedures and/or resolve problems.

CANADIAN TIRE FOUNDATION FOR FAMILIES 2007 – 2008

Executive Assistant to President (Contract)

Similar responsibilities to the above.

HOME DEPOT OF CANADA 2005 – 2007

Executive Assistant to the Vice President

Managed the Vice President’s office and handled highly confidential material with efficiency and professionalism.

ROGERS WIRELESS 1996 – 2005

Manager, Retail Brand and Marketing Communications, 2004 – 2005

Responsible for the creation, preparation and printing of the General Business Market and Wireless Enterprise Solution sales tools and collateral.

Oversaw Program from onset to completion, identified gaps and developed solutions for improving efficiencies.

Managed budget of $850,000 including collateral inventory ensuring constant availability of material for various manufacturers.

Led the Retail Marketing Communications team at cross-functional meetings. Communicated deliverables to the team and followed-up on action items confirming completion.

Initiated activities with Retail Sales resources for creating a Customer Satisfaction Folder (CSAT) used in all retail channels to improve customer satisfaction and ensure customers receive complete information related to purchases of electronic devices and plans.

Manager, Retail Design and Initiatives, 2000 – 2004

Managed and coordinated the development of over 80 Corporate Stores and Mall Stores, including the installation of 20 new Kiosks across Canada. This significant undertaking budgeted at $3M was managed and successfully delivered on schedule, within budget and according to Rogers’s strategy and set standards. Managed the process from time of leasing through to store opening.

Played a key role in negotiating budgets. Oversaw each location nationally and managed the opening and merchandising of each store.

Reviewed standards and implemented changes to ensure continually improved appearance, tone, presentation and processes of the various locations.

Provided recommendations to the Design Company for new designs and build of eight new kiosks and the upgrade of 12 existing ones.

Manager, Strategic Integration, 1999 – 2000

Managed daily Rogers/AT&T/BT relationship issues related to the smooth running of customer service, network, roaming, conferences, etc. Ensured prompt resolution to the satisfaction of all parties.

Managed with Rogers Cable the Smart Communities project sponsored by Industry Canada for communities and municipalities across Canada to improve communication between the different community sectors and the residents.

Executive Assistant to President and CEO, 1996 – 1999

Managed the President’s office and handled high level confidential materials with efficiency and professionalism.

Organized daily schedule, meetings, conferences, trips and road shows. Handled the President’s office general correspondence, reports, customer complaints, expense reports, translation of letters and reports.

UNITEL COMMUNICATIONS INC. (presently Allstream) 1990 – 1996

Executive Assistant to President and CEO

Worked as a member of the Job Evaluation Committee that analyzed, graded and classified all jobs in the organization to ensure fair classification and pay equity to employees.

EDUCATION

BTS, (Baccalaureate de Technician Superier) Canadian equivalency Bachelors of Business Administration - Ecole Pigier de Paris – Beirut, Lebanon

Certificate, Executive Assistant Program - Lycee Francais – Cairo Egypt & Beirut, Lebanon

PROFESSIONAL DEVELOPMENT

University of Toronto – Advanced English Language

Berlitz College – Advanced English Language

Seneca College – Project Management Courses – Level I and II

Presentation Skills and Communications Skills

The 7 Habits of Highly Effective People

COMMUNITY OR VOLUNTEER INITIATIVES

Board Member – Guildwood Village Complex

Security Committee Member – Guildwood Village Complex

The Good Shepherd Hostel for men

Carefree Lodge Nursing Home

COMPUTER & OTHER SKILLS

Microsoft Windows, Excel, Power Point, Word, Project and Outlook

Fluent in four languages – English, French, Arabic and Italian (Intermediate)

INTERESTS

Gardening, reading, cooking & hiking

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