FAITH Address 1 Address 2 ● ● ● ● Phone number Email address Over 16 years of experience in inside sales, administration and customer support Customer-focused, reliable, highly organized and detail oriented Fluent in English, French, Spanish and Arabic Seeking a position in a dynamic, growth-oriented company where I can provide outstanding customer experience RELEVANT EXPERIENCE National lighting company 1 Montreal, Quebec Coordinator, Energy Saving: Small Project Management ● ● ● ● ● ● 2018–2019 Accurately entered the customer’s energy reduction data provided by the external representatives Prepared 3-4 lighting proposals per day in Excel based on the data provided Accurately calculated savings and financial assistance for customers Carefully prepared documents for Hydro Quebec subsidy applications using the DesignLights Consortium (DLC) website to determine what items will qualify for a reduction in their hydro bill Improved customer satisfaction through effective collaboration with the marketing department to ensure that the customer’s choices were all DLC certified Continuously followed up with the customers to ensure their satisfaction with the audit Customer Service Representative, After-Sales Department ● Resolved more than 30 customer complaints per week: o Investigated the validity and nature of each complaint, including requests for returns or service o Collected all required information to process refunds or returns o Generated and approved credit notes based on the results of the investigation ● Received consistently positive feedback on interactions with all customers ● Collaborated with internal departments (Engineering, Production, Marketing, Receiving, Quality Assurance, Technical Engineering) in testing the suitability of replacement products ● Retained customer loyalty by providing ongoing updates and continuous follow-up ● Efficiently and accurately processed all sample orders Representative, Internal Sales & Customer Service ● Effectively managed internal sales and customer service for Ontario and Western Canada o Accurately processed more than 25 (multiples) orders per week. o Provided information on pricing, products, availability and delivery date in a timely manner o Made accurate pricing adjustments in more than 25% of all orders o Recognized by customers for excellence in customer service Social services agency (temporary position) 2017–2018 Montreal, Quebec Administrative Agent ● Effectively managed a busy communications centre, handling inbound calls, scheduling appointments, coordinating business trips and connecting clients with their care providers National telecommunications company, radio division (temporary position) 2016–2017 Montreal, Quebec Administrative Representative, National Sales ● Assisted with processing advertising orders coming from third party vendors. Maintained a strong relationship with the vendors and the external representatives. ● Entered data for advertising campaigns with a high degree of accuracy using ATC recording and WideOrbit Softwares ● Obtained required advertising material within strict deadlines for broadcasting National lighting company 2 2013–2016 Montreal, Quebec Inside Sales, Customer Service and Project Quotation ● Managed major accounts simultaneously for order entry, pricing request, late delivery, pricing lists, addition of new products, issues with codes, etc. ● Recognized for building strong, trustworthy, professional relationships with customers and clients in all aspects of customer service including: handling product information, pricing, availability, inventory, returns, samples, pricing discrepancies, showroom visitation ● Worked collaboratively with suppliers/stakeholders for customized merchandise to ensure that the necessary stock was on site ● Accurately verified and validated prices. including stock, with suppliers and manufacturing agents ● Effectively tracked orders, updated status and notified customers of changes in the delivery schedule ● Submitted bids and conducted contract cost analysis for corporate clients ● Resolved customer complaints promptly and professionally ● Successfully gained the cooperation of external representatives and internal departments National recycling management company 2012–2013 St-Hubert, Quebec Internal Representative – Export Branch ● Ensured the smooth export of materials for recycling: ○ Obtained all data required for shipping company bookings ○ Prepared transportation instructions and modified bookings if needed ○ Worked with internal warehouses to coordinate shipping and resolve any issues ○ Provided excellent service to suppliers, helping them resolve problems in a timely manner ○ Provided complete support to external representatives, including assistance with urgent orders, client info, etc. Canadian food company 2008–2011 Boucherville, Quebec Account Manager and Coordinator, Private Brands ● Analyzed each client agreement to ensure that the client was entitled to receive the deductions ● Supported the account manager in a number of key functions: o Assessed bids, managed prices and produced accurate sales reports o Collaborated with Research and Development to test new products for product launches o Managed claims for deductions (Coop, commercial agreements) and price discrepancies with major accounts (Loblaws, Sobeys, Metro, Costco, Walmart) o Collaborated closely with the credit department to gather all necessary documents to approve the deduction and verified amounts were correct o Processed and sent out 5–10 samples per week Sales Support, Export Department ● Processed orders for Japanese, Korean and Australian clients ● Worked closely with the credit department to approve credit requests ● Prepared and managed price lists, updated weekly inventory sheets and generated sales reports SOFTWARE Financial management/CRM/ERP software: SAP, Great Plains, CRM/Microsoft Dynamics, AS400 Distribution management & inventory tracking: Shims, Retail Link Walmart, Data analysis & insights: BI, AD Reporting (Active Directory Management tool) Cloud computing, collaboration and videoconferencing: Google Suite, Citrix, Zoom Other: Audio recording ATC, WideOrbit Management (ad management), AirWare (drone navigation) LANGUAGES English, Spanish, French, Arabic (spoken and written) PROFESSIONAL DEVELOPMENT Zendesk & Intercom Online Short Courses Currently dedicating 3 days a week to enhancing skill set through YouTube Tutorials ● Zendesk Customer Support 2020 / Beginner Introduction Ticketing ● Drive Agent Efficiency ● Increase Your Customer Service Experience ● Intercom work in progress Small Project Management Université de Sherbrooke Longueuil Campus Longueuil Québec July 2020 – Current Month 2020 – Current EDUCATION Bachelor Degree of Publicity and Public Relations Universidad Europea de Madrid -CEES1997–2002 Madrid, Spain Equivalency assessed by Quebec’s Ministère de l’Immigration, de la Francisation et de l’Intégration (November 2005) LEISURE ACTIVITIES Fitness and spinning instructor