Awsame Mohamed
Scarborough
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skilled Customer Returns Processor with 3 years of experience managing product returns for manufactures. Track record of completing tasks with efficiency and thoroughness. Focused on supporting business productivity goals and ensuring high-quality customer service.
Possesses extensive experience in high-volume returns environment, demonstrating strong organizational and problem-solving abilities. Developed expertise in handling complex returns processes and resolving customer issues efficiently. Seeking to transition into new field, leveraging transferable skills to contribute to dynamic and challenging role.
Overview
14
14
years of professional experience
Work History
Warranty and returns Lead
Blue Giant Equipment
06.2022 - 06.2024
- Review and approves all warranty payment credits within Blue warranty policy.
- Initiate product review and internal inspections processes with quality and technical teams, coordinating efforts and multi-department inspections or rework processes
- Single point of contact for all internal and external sales accounts.
- Working closely with management in the collection and analysis of data,and its application into product and customer support improvement.
- Provided direct oversight of the application and the evolution of the Blue Giant warranty program.
- Determine warranty validity,create and control return goods paperwork.
- Escalate out of policy warranty request as needed with sales and management.
- Respond to and handle warranty inquiries received via phone, support queue or email from field service technicians, service agencies, dealer groups and customers as it relates to field service concerns.
- Generate warranty credit or denial documents to vendors and internal clients.
- Maintain accurate computerized service records and files using our cloud based software.
- Generation of non conformity reports and process management; forward to proper team for assessment.
- Administrative duties to include ad hoc reporting, presentation of data, attending and leading training sessions/meetings.
- Maintained company warranty compliance in meeting service level agreements.
- Unloaded, inspected and stored damaged and returned products.
- Increased productivity through streamlined processes and system efficiency.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
Senior Service and Warranty Administrator
Quality Sterling Group
01.2021 - 06.2022
- Communicate with Customers, Service technicians and Builders in a professional matter regarding warranty service requests.
- Scheduled inspections for service installation technicians for external customers.
- Monitored factory recalls and announcements to stay on top of changes.
- Maintain service work schedule and link with supervisor’s site visit schedule
- Prepare quote for repair and obtain purchase order from builder.
- Extensive knowledge of manufacturing partners.
- Provide invoicing with details for billing including purchase orders.
- Build rapport with Builder in responding quickly and efficiently to all service requests.
- Point of contact for customer escalations and service technicians.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Processed claim paperwork and followed up on missing information to complete processing.
- Conducted general administrative tasks.
- Analyzed problems, identified trends and developed strategies to optimize claims process.
- Checked documentation for accuracy and validity on updated systems.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Modified, updated and processed existing policies.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
Site Condominium Administrator
Wilson Blanchard
09.2019 - 02.2021
- Communicate with residents in a professional and courteous manner.
- Answer all incoming calls within the office.
- Reported Incidents reports for residential and commercial tenants.
- Reply to residents’ inquiries and concerns and refer them to the correct departments.
- Completed financial assessment and renewals in a timely matter.
- Prepare and track all work orders.
- Work with onsite staff on accounts receivable and providing weekly reports back to the Property Manager.
- Assist with all necessary functions to facilitate tenant “move ins” including preparing welcome packages
- Assist with move out procedures including letters to tenants regarding lease obligations, lease expiration and date obligations to Landlord and Tenant Board
- Draft and distribute notices and correspondence to residents
- Rent and assisted with all existing or future vacancies to prospective residents
- Participated in continuous improvement initiatives related to processes in quality, and training.
- Performing all tenancy administrative tasks including background checks and providing information to leasing inquires.
- Maintained personnel records and updated internal databases to support document management.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Front Desk Site Supervisor/ Concierge
Regal Security
05.2017 - 06.2019
- Creating a safe and comfortable working environment for employees and visitors
- Patrolling the Building and Parking lot area for periods of time
- Directing emergency vehicles and other traffic if a major incident occurs
- Responding to emergency situations as they arise
- Accurately reporting all incidents to senior managers
- Preventing and detecting offences on site
- Producing written reports
- Arranging the escort of large amounts of money around the site
- Monitoring and operating CCTV cameras and other recording systems
- Undertaking investigations into reports of offences.
Verification Officer (Contract)
CIBC
03.2017 - 10.2017
- Verifying documentation for new CIBC customers
- Prioritize and organize workload based on risk and severity
- Ensure that documents meet deadlines according to policies and procedures
- Prepared and gathered all necessary sensitive documents from various departments
- Completed all general administrative tasks for Third Party Transactions Officers
- Assisted to other lines of departments for administrative departments
- Provided excellent customer service support.
Customer Service Associate and Product Support
Ricoh Canada
01.2012 - 01.2013
- Dispatched calls for service technicians
- Accurately entering orders for
- Assuring all orders entered correctly received by telephone, fax
- Mail and email
- Maintained customer relations
- Established and maintained customer records
- Handled customer complaints
- Date Entry
Customer service representative
Seneca Alumni & Advancement Services
09.2010 - 04.2012
- Assisted students regarding programs and general information regarding student orientations and scheduling matters
- Handled students scheduled complaints and feedback
- Encouraged students to contribute on various surveys regarding funding on student campaigns
- Data Entry
- Ordering Office Supplied
- Point of Contact for various special projects and continuous improvements initiatives.
Education
Urban and Regional Planning - Environmental
Ryerson University
No Degree - Environmental Management
Seneca College
High School Diploma -
Pierre Elliott Trudeau H.S
Skills
- Customer support
- Return authorization
- Warranty management
- Office administration
- Site coordination
- Strong work ethic
- Problem resolution
- Microsoft Excel
- Workplace safety
- Critical thinking
- Customer complaint resolution
- Payment processing
- Records maintenance
- MS office
- Product knowledge
- Team building and leadership
Personal Information
Title: Warranty Administrative Lead Professional
Languages
English
Native or Bilingual
Timeline
Warranty and returns Lead
Blue Giant Equipment
06.2022 - 06.2024
Senior Service and Warranty Administrator
Quality Sterling Group
01.2021 - 06.2022
Site Condominium Administrator
Wilson Blanchard
09.2019 - 02.2021
Front Desk Site Supervisor/ Concierge
Regal Security
05.2017 - 06.2019
Verification Officer (Contract)
CIBC
03.2017 - 10.2017
Customer Service Associate and Product Support
Ricoh Canada
01.2012 - 01.2013
Customer service representative
Seneca Alumni & Advancement Services
09.2010 - 04.2012
High School Diploma -
Pierre Elliott Trudeau H.S
Urban and Regional Planning - Environmental
Ryerson University
No Degree - Environmental Management
Seneca College
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