Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

CAROL SITHOLE

Toronto,Canada

Summary

Detail-oriented and empathetic professional transitioning into Case Management with a strong background in client service, policy compliance, and managing complex files. Proven ability to communicate on sensitive matters, interpret and apply policies and procedures, negotiate resolutions, and develop tailored solutions that meet both organizational requirements and individual needs. Experienced in working with diverse stakeholders, analyzing records, and ensuring compliance in regulated environments.

Overview

13
13
years of professional experience

Work History

Operations Analyst – Technology & Operations

BMO Financial Group
01.2022 - Current
  • Manage and prioritize a high volume of service requests, ensuring accuracy, timeliness, and compliance with procurement policies.
  • Communicate with internal stakeholders to clarify requests, resolve issues, and provide clear guidance on policy requirements.
  • Interpret and apply organizational procedures to approve or adjust requests, ensuring adherence to regulations.
  • Analyze and troubleshoot discrepancies in documentation, invoices, and purchase orders, developing solutions to maintain compliance.
  • Build and maintain positive working relationships with internal and external contacts, promoting a collaborative approach to resolving issues.

Purchasing & Transportation Analyst

Spar-Marathon Roofing Supplies
10.2017 - 12.2020
  • Managed contracts and vendor agreements from initiation to completion, ensuring compliance with terms and organizational policies.
  • Researched and analyzed vendor performance data to support decision-making and resolve service disputes.
  • Negotiated with service providers to reach cost-effective agreements while maintaining service standards.
  • Coordinated communication between departments, vendors, and clients to ensure timely resolution of logistical and service issues.
  • Reviewed and interpreted purchase and shipping documentation, making adjustments to align with policy and contractual obligations.

Analyst, Vendor Accounts

Spin Master
01.2017 - 06.2017
  • Managed multiple vendor accounts, monitoring compliance with payment terms and contractual obligations.
  • Resolved payment disputes through research, analysis, and negotiation with vendors.
  • Interpreted and explained account and payment details to both internal teams and external partners in plain language.
  • Developed recommendations for improving compliance and reducing risks in vendor account management.

Associate, Client Support

Validity Research
10.2015 - 04.2016
  • Provided customer service to clients on sensitive account and billing issues, ensuring respectful and inclusive communication.
  • Explained complex billing and policy matters in clear, accessible language.
  • Assisted in developing improved processes to meet client needs and resolve complaints efficiently.
  • Trained and coached new staff in client service standards and procedures.

Procurement Assistant

Zimbabwe Revenue Authority (ZIMRA)
09.2012 - 04.2015
  • Managed procurement case files from initiation to payment, ensuring compliance with organizational and state procurement policies.
  • Participated in formal committee processes for vendor selection, reviewing and evaluating bids.
  • Prepared and interpreted Requests for Quotation (RFQs) and Requests for Proposal (RFPs) in compliance with policy.
  • Negotiated delivery terms and resolved scheduling conflicts between vendors and departments.

Education

Graduate Certificate - Financial Planning

Centennial College
Scarborough, ON
01.2016

Graduate Certificate - International Business Management

Centennial College
Scarborough, ON
05.2015

Bachelor of Science - Business Management

Chinhoyi University of Technology
01.2014

Skills

  • Case File Management & Documentation
  • Relationship management skills
  • Negotiation & Conflict Resolution
  • Policy & Contract Interpretation
  • Compliance Monitoring & Enforcement
  • Financial & Data Analysis
  • Decision-Making & Problem-Solving
  • Organizational & Time Management Skills
  • MS Office Suite ERP Systems (SAP, Coupa, AS400)

Languages

English

Timeline

Operations Analyst – Technology & Operations

BMO Financial Group
01.2022 - Current

Purchasing & Transportation Analyst

Spar-Marathon Roofing Supplies
10.2017 - 12.2020

Analyst, Vendor Accounts

Spin Master
01.2017 - 06.2017

Associate, Client Support

Validity Research
10.2015 - 04.2016

Procurement Assistant

Zimbabwe Revenue Authority (ZIMRA)
09.2012 - 04.2015

Graduate Certificate - International Business Management

Centennial College

Bachelor of Science - Business Management

Chinhoyi University of Technology

Graduate Certificate - Financial Planning

Centennial College
CAROL SITHOLE