Cathy Kalume
Mount Hope,Canada
Summary
Proactive professional skilled in market analysis and inventory management, with a strong ability to adapt to new challenges. Demonstrated success in fostering robust relationships with clients and team members, coupled with effective negotiation strategies. Excels in communication and problem-solving, ensuring seamless operations and optimal vendor interactions. Aiming to leverage expertise for continued growth within a dynamic organization.
Overview
22
22
years of professional experience
Work History
Bilingual Customer Experience Representative
AirLiquide
Burlington, Ontario
03.2024 - Current
- Maintained up-to-date knowledge of product updates and changes to help customers make informed decisions.
- Coordinated with other departments to ensure customer requests were addressed promptly.
- Converts inquiries into sales by answering inbound telephone calls or via emails, taking and inputting orders, explaining the advantages of new and existing products and services, and promoting product lines by suggesting related products.
- Provides customer service by identifying and understanding the customer’s needs.
- Receives customer complaints, reports incidents that involve clients and adverse events, and follows the incident reporting process.
Bilingual Funding Analyst
CIBC
Mississauga, Canada
11.2022 - 02.2024
- Contributed to audit processes involving external auditors and loan portfolios.
- Engaged with automotive dealer partners via written and verbal communication about inconsistencies in document details, calculations, loan terms, and approval conditions.
- Pinpointed opportunities for process optimization to enhance operational efficiency.
- Audited loan documentation to verify funding.
Senior Customer Service Coordinator
Kellogg's
Zaventem, Belgium
07.2021 - 08.2022
- Coordinated stock replenishment using vendor-managed inventory methods for Belgian clients.
- Achieved a consistent 98% customer satisfaction rating through superior service delivery.
- Optimized collaboration between departments for improved customer service interactions.
- Presented detailed analyses of sales and stock levels in regular departmental discussions.
- Collaborated with team members to ensure exceptional client satisfaction.
Inside Sales Account Manager
Cargill
Antwerp, Belgium
02.2016 - 07.2021
- Executed contracts efficiently for over 100 customers spanning multiple product lines. In the UK, France, and Ireland.
- Achieved a $4 million increase in contribution margin and volume targets.
- Generated leads through high-volume outbound calls, securing 5 new customers monthly.
- Kept updated with product lines through routine technical and sales training sessions.
- Leveraged customer data to uncover upselling opportunities for enhancing sales.
- Addressed customer complaints and assistance requests quickly.
Key Account Representative
MeadWestvaco
Brussels, Belgium
04.2012 - 12.2015
- Oversaw complete ordering process from order reception to invoicing.
- Handled more than 50 client interactions daily to support over 100 customers.
- Boosted customer satisfaction by delivering prompt and effective solutions to concerns.
- Worked with marketing, sales, and operations teams to effectively execute programs for important clients.
- Cultivated strong client relationships through consistent follow-ups.
- Fostered strong relationships with clients and internal teams through effective resolution of challenging customer concerns.
Key Account Representative
Toyota Tsusho Europe
Brussels, Belgium
09.2010 - 02.2012
- Developed and maintained solid client relationships by regularly following up on clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, and creating welcoming, positive experiences.
- Resulting in a consistent 97% customer satisfaction rating.
- Provided excellent customer care by responding to requests, assisting with product selection, and managing ordering functions.
- Coordinated with logistics teams to ensure timely delivery of products to customers.
Inventory Planner
St Jude Medical
Brussels, Belgium
02.2008 - 08.2010
- Full ownership of inventory management activities for assigned products, and managing the overall inventory situation, balancing costs, and service levels.
- Communicate with over 50 customer service teams throughout Europe on new product launches, Phase In/Phase Out timelines, inventory levels, product availability matters, etc.
- Compared shipping routes or methods to determine least environmental impact.
- Monitored inventory levels and reordered items to maintain adequate stock levels.
Bilingual Customer Relations Specialist
Air France/KLM
London, UK
04.2003 - 09.2009
- Facilitated customer conversations to identify needs and provide solutions.
- Established and strengthened connections across ticketing, sales, and accounting teams.
- Addressed product and service issues to enhance customer retention.
- Handled high volumes of communication efficiently in English and French.
- Resolved issues, enhanced efficiencies and delivered outstanding service.
Education
Post-Degree - Supply Chain Management
Mohawk College of Applied Arts And Technology
Hamilton, ON04.2023
Bachelor of Arts - Marketing
University of Bedfordshire
UKSkills
- IT skills ( Word, Excel, PowerPoint)
- SAP
- Salesforce
- Tableau
- LEAP
- Oracle
- Customer service excellence
- Pricing analysis
- Problem-solving skills
- Effective Communication
- Replenishment management
- Interdepartmental communication
- Allocation management
- Negotiation skills and contract management
- Inventory monitoring
- Risk management
- Procurement planning
- Cost management
- Supplier relationship management
- Purchase order management
- Contract negotiation
- Category management
Languages
- English, Native
- French, Fluent
Timeline
Bilingual Customer Experience Representative
AirLiquide
03.2024 - Current
Bilingual Funding Analyst
CIBC
11.2022 - 02.2024
Senior Customer Service Coordinator
Kellogg's
07.2021 - 08.2022
Inside Sales Account Manager
Cargill
02.2016 - 07.2021
Key Account Representative
MeadWestvaco
04.2012 - 12.2015
Key Account Representative
Toyota Tsusho Europe
09.2010 - 02.2012
Inventory Planner
St Jude Medical
02.2008 - 08.2010
Bilingual Customer Relations Specialist
Air France/KLM
04.2003 - 09.2009
Post-Degree - Supply Chain Management
Mohawk College of Applied Arts And Technology
Bachelor of Arts - Marketing
University of Bedfordshire
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