Caroline Quintin
Saint-Michel,QC
Summary
My motivation is fueled by my strong business awareness and my passion for challenging the status quo. With the ability to implement new methodologies and make critical decisions in a leadership role, I quickly adapt to the demands of the moment. I have a heightened ability to work independently under pressure, to design effective presentations, and to develop strategies that reinforce organizational objectives, actively contributing to the company's success. I am keenly interested in the opportunity to contribute to projects, whether they are local or global in scale. Adaptability to new software is a major asset for me, highlighting my flexibility and ability to quickly integrate new technologies. I seek to grow and flourish professionally, aspiring to further develop my skills and to bring significant added value to each project. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
35
35
years of professional experience
Work History
Coord. Cust. Serv. to Logistic Specialist
Roche
01.2016 - Current
- Adherence to Processes: Rigorous implementation of each specific process in collaboration with a third party (warehouse), ensuring smooth and standards-compliant operation by respecting Reg. Affaire.
- Project Leadership: A key player in several initiatives, representing Roche Canada on international teams
- Operational development and UAT (User Acceptance Testing) of IT systems. The primary contact for troubleshooting the system process.
- Versatility in Customer and Financial Support: Efficient in customer service (B2B & B2C) and reliable support for the finance department, handling complex client accounts and billing
- SOP Creation and Training: Expert writer of standardized operating procedures (SOPs) and dedicated trainer, imparting knowledge and skills to colleagues
- 3PL/SAP Inventory Management: Responsible for the precise alignment of inventories between two distinct IT systems
- Main contact for the SAP MM for Canadian porte folio.
- Expertise in Billing and Returns Management: The undisputed reference for handling returns, creating credit notes, and managing billing, ensuring accuracy and customer satisfaction.
- Supervising the inbound replenishment orders and handling any rework.
Customer Service Agent
BSN Medical Inc.
01.2007 - 01.2016
- Order Management for Compression Garments: Efficient processing of compression garment orders tailored to the specific body shape of each patient, ensuring satisfaction and comfort
- Negotiating with Manufacturers: Strategic negotiations with international suppliers to secure order replacements at no extra cost, thereby optimizing costs and customer satisfaction
- Professional Relationship Development: Maintaining excellent relationships with specialists in the field, contributing to a significant 30% increase in sales.
Commercial Assistant
Erfa Canada
01.2006 - 01.2007
- Inventory Management: Responsibility for inventory with an external partner and managing customer orders, ensuring smooth and accurate operations
- Tender Process: Active support in the tender process, contributing to the acquisition of new markets and opportunities
- License Administration: Management of the receipt and maintenance of establishment licenses, ensuring compliance and operational efficiency.
Customer Service Agent
Fresenius Medical Care
01.2005 - 01.2006
- Dialysis Inventory Management: Monthly supervision of inventory for dialysis patients and coordination of home deliveries, ensuring continuity and accuracy of care
- Administrative Support: Proactive administrative assistance for technicians and nurses, facilitating their daily operations
- Patient Record Management: Keeping patient files up to date and organized, ensuring thorough and optimal follow-up.
Admin Asst.to Agent Cr. to Cust.Serv.Rep
Pharmasciences & Paladin Labs
01.1997 - 01.2005
- Develop a personalized process for new pharmaceutical customers.
- Whsle key Account Management: Tasked with the dedicated oversight of major clients, offering tailored services to meet their unique requirements
- Orders and Product Compliance: Managing EDI orders to ensure that refrigerated goods comply with standards and narcotics are securely processed before shipment
- Training and Leadership: Responsible for the onboarding of new staff, imparting knowledge and best practices to foster outstanding customer service.
- Claims Management: Efficient handling of customer complaints, ensuring that pricing is consistent with established agreements
- Handle payments and refunds for Paladin's business with help from our third partner Moneris.
- Control the inventory with Livingston, a third-party, and manage the annual car stock with representatives.
Assistant Manager, Cust. Serv.Ass,
Many Employers
01.1989 - 12.1997
- My family owns a carpet business, so I have experience handling customers early in my personal life. I answered phone calls, greeted and assisted customers at the store, and assisted with administrative tasks like faxes and photocopies.
- Managing the night shift employees with the cook and cahier while closing the restaurant.
- Responsible to balance the sales of the register, as well as the safe deposit and male deposit of daily income each night.
- Provide training for newly hired employees.
Education
Udemy, Inc
05.2024
School Diploma -
Sir Wilfrid Laurier
01.2005
Skills
- Leadership
- Management skills
- Team oriented
- A sense of duty
- Attention to Detail
- Initiative and Commitment
- Versatile
- Computer skills
Coursework
- Business Management Knowledge
- SAP Implementation - S4/HANA & ERP
- Project Management & Agile Methodology
- Business Analysis
Languages
English
Full Professional
French
Native or Bilingual
Accomplishments
BSN Medical Inc:
Employee of the year 2007
Roche:
Exceptionnal performance 2017, 2021 and 2022
Acknowledgement prize 2017 and 2021
Timeline
Coord. Cust. Serv. to Logistic Specialist
Roche
01.2016 - Current
Customer Service Agent
BSN Medical Inc.
01.2007 - 01.2016
Commercial Assistant
Erfa Canada
01.2006 - 01.2007
Customer Service Agent
Fresenius Medical Care
01.2005 - 01.2006
Admin Asst.to Agent Cr. to Cust.Serv.Rep
Pharmasciences & Paladin Labs
01.1997 - 01.2005
Assistant Manager, Cust. Serv.Ass,
Many Employers
01.1989 - 12.1997
Udemy, Inc
School Diploma -
Sir Wilfrid Laurier
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